Can’t find WiFi

[apdf]

Two Nest Learning Thermostats (3rd Gen), upstairs and downstairs. Upstairs Thermostat has been offline for several days. It can’t see the network at all. Have reset the thermostat, factory reset, moved it next to the router, even brought it downstairs next to the other identical thermostat. Still can’t ‘see’ the network. The routers are also Google Nest Mesh, and all other devices connect fine. What to do??

[CoolingWizard]

Well, there could be one of two particular problems. One, low battery; when the battery gets low it starts turning off certain things to conserve the power so I can continue to operate the HVAC equipment. One of the first things to go is the Wi-Fi chip gets turned off. Two, it is possible that you have a defective Wi-Fi chip already in your thermostat. I have seen this reported a few times on here, so there must be a quality problem going on with the Wi-Fi chips used in some of the third generation nest learning thermostat. I have installed many of these and have never seen this problem so I am not sure why it’s starting to show up now.

The AC Cooling Wizard

[apdf]

Thanks. It is mains connected, so I guess we’re left with the faulty chip. If it’s a known issue, what do you suggest I do about that?

[CoolingWizard]

I would carefully document all the steps you did to try to resolve the problem and then open up a product ticket with customer service and request that they send you a replacement unit. Make sure you explain to them that several users on this community forum have reported this very same issue so there’s some kind of quality problem going on that needs to be addressed.

The AC Cooling Wizard

[Jhonleanmel]

Hey folks,

We appreciate your help here, @CoolingWizard.
@apdf, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[apdf]

Thanks Mel.
I spike to Google support yesterday. It seems it’s most likely a WiFi chip problem, as @CoolingWizard suggested. They acknowledged this is a know issue and will likely mean needing a replacement unit (under warranty).

[Jhonleanmel]

Hi apdf,

No problem. I suggest keeping your conversation with our support team through email to avoid confusion. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.

Best,
Mel