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Connection Issue

GlennrMT
Community Member

I installed a new modem and the Nest app cannot find the thermostat.

15 REPLIES 15

MplsCustomer
Bronze
Bronze

@GlennrMT

When you installed your new router/modem, are you using a new network name (SSID) and password? If so, did you first remove your thermostat from the Google Home app while you were still connected with the old Wi-Fi router/modem, and then follow the remaining steps described below?

https://support.google.com/googlenest/answer/9223192?hl=en

If not, you may have challenges getting it reconnected. In fact, Google nest recommends that when getting a new router/modem, you use the same network name (SSID) and password used on your old router/modem to avoid problems:

https://support.google.com/googlenest/answer/9223711?hl=en#zippy=%2Ctry-the-same-network-name-and-pa...

GlennrMT
Community Member

I did not know that so maybe there is nothing I can do. I have been trying all of the solutions and never seem to get anywhere.

@GlennrMT

In reading posts in this forum, lots of customers have problems when they update their Wi-Fi, because Google Nest's process for updating Wi-Fi settings is not easy.

Can you set the network name (SSID) and password on your new modem to the values you used on your old router/modem?

I don't know, haven't tried.

I am in the process of trying to do that but seem lost.

@GlennrMT

If updating the Wi-Fi settings on your router/modem is outside your comfort zone, perhaps you shouldn't try it.

I mentioned it only because it's Google Nest's first recommendation (because their process is so cumbersome). I did it when we got a new router/modem, but I had done it before.

GlennrMT
Community Member

Still trying to figure this out but looks like I may not be able to do it.

@GlennrMT

You can also try contacting Google Nest Support starting with this link:

https://support.google.com/googlenest/gethelp

CoolingWizard
Platinum Product Expert
Platinum Product Expert

I use a nest learning thermostat, 3rd generation, and when I have run across this for some of my customers, all I have to do is go to the thermostat enter the menu, rotate the ring to Netwerk, and then scan and look for the new Netwerk tap the new Netwerk ID, and then enter the current password for that new Netwerk, and then it works again
Ken, The AC Cooling Wizard

NestPro, Google Pro, Mechanical Engineer and HVAC service company owner. If my answer solved your problem, click Recommend this Answer below, and If it helped you, please give a Kudo.

I hope that works; it's a lot easier than Google Nest's recommended process.

Hi folks,

I'm just dropping by to see how I can help.

Thanks for the assistance, @MplsCustomer and Ken.

@GlennrMT, I wanted to see if you were able to reconnect your thermostat to your new Wi-Fi network. 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.

Best regards,

Mark

Hello GlennrMT,

I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Thanks,

Mark

Hi GlennrMT,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any additional questions or concerns before I lock this thread in 24 hours.

Best,

Mark

GlennrMT
Community Member

I reset it today and went through the setup and it connected and it works. I was not able to do that the other day. Problem solved.

Markjosephp
Community Specialist
Community Specialist

Hello there,

Awesome! Thanks for the update, @GlennrMT. I'm glad you've successfully set it up. So it looks like we've come to a solution, and I'll go ahead and lock this thread after 24 hours. If you need more help, feel free to create a new post.

Best regards,

Mark