Cannot connect to WiFi 3rd generation thermostat

[Geoege]

Thermostat won’t connect to WiFi  about 4 months old. Previously connected just fine

[akmandala]

I have the same issue, my Nest replacement was just under 2 years old, out of the blue suddenly the WiFi not seeing any network. I have tried restart at least 3 times, I remove the unit until it is powered down, and mount back again.

[Bep3]

Mine is the same worked fine from November now can’t find wifi. How can I get a replacement ?  

[Markjosephp]

Hello everyone,

I'm sorry to hear you're all having issues with your thermostat, which won't connect to the Wi-Fi network. I'd be happy to take a look at this.

Are you all getting any message codes or reports on your thermostat's network settings? Could you please check your thermostat's battery level from the Technical Info? Also, I found an article with some troubleshooting steps; and please let me know how it goes.

Regards,

Mark

[akmandala]

I did this and after answering long long list of questions, at the end then they said the warranty is out. This is really bad practice and leaving really bad feeling about google support. You can always change to determine if it is under warranty first (a single question of serial number should be enough), then if customer wants to try troubleshooting, give the (rather useless) steps.

[Markjosephp]

Hello akmandala,

I understand your thoughts about this, and I appreciate all the steps you've taken. Let's sort this out.

Going over these steps might help:

1. On your actual thermostat, go to Settings > Technical Info > Power.
   1. If the battery level status is at 3.7 V.
   2. Remove the display from its base and charge it for at least an hour.
2. Plug the display back into its base once the recharge is complete and check the power status.
3. Try reconnecting it again to the network.
   1. Check for any message codes and let us know if there are any.
4. If the same issue persists, perform a factory data reset.
   1. This will bring it back to its default settings.
   2. Proceed with the installation without connecting to the Nest app or Internet connection.

Please keep me posted on how it goes.

Thanks,

Mark

[akmandala]

Hi Mark,

My battery voltage is 3.902V, so I skip the charging steps. I try to just Restart, or Reset Network settings, or the last attempt is to do factory reset, and for each process I end up with the Network 'Searching' and circling animation, without able to list any SSID (my laptop seeing dozens of them). I did this before, but without checking the battery voltage. I will try to charge as you suggested to see if I can raise it to 4.xV and redo again.

[Markjosephp]

Hi there,

I appreciate your effort, akmandala. It appears that your thermostat's battery level status is fine, and there's no need for you to charge it. You can try the Account Connection reset in its reset settings instead, if there is one. Also, enable your mobile phone's personal or cellular hotspot and see if your thermostat detects it.

Regards,

Mark

[akmandala]

yes, I think I've been doing many different Reset combination already. I think I just need to accept the WiFi functionality of this unit is definitely gone, either due to a bad firmware update or simply bad parts, but it has been working ok for the past 1 year 11 months.

[Markjosephp]

Hi akmandala,

Thanks for keeping me in the loop, and I'm sorry to hear the issue still persists. We'd like to investigate this further.

Could you please fill out this form with the needed information and let me know once you're done? A member of our support team will be in touch over email to help.

Regards,

Mark

[akmandala]

It is ok Mark, I did that already previously so it is likely still rejected due to out of warranty (while this happened only 1yr 11 month, it was a replacement from previously failed heatlink). I'll do the form anyway but I understand the replacement cannot be given in perpetuity if the device kept failing just under 2yrs.

[Markjosephp]

Hello folks,

Thanks for your patience with us, akmandala. We'll look for available options for you. So please check your email for the updates.

@Geoege and @Bep3, I hope you've seen my response. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Regards,

Mark

[Markjosephp]

Hi there,

@Geoege and @Bep3, I'm checking back in — how's it going? Still need our help?

Thanks,
Mark

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake

[akmandala]

I mean my nest is remain unsolved, but not much you could do anyway..