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Entry code & WIFI issue

greggps
Community Member

We installed a Nest two weeks ago. It was connected to WI-FI and the app. Went to turn the heat on today and it won’t connect to WIFI. Restarted our router, restarted the Nest & deleted and reinstalled the app. Now when I try to add a device in the app it will not accept the entry code or QR. Lost on what to do next. 

11 REPLIES 11

EdwardT
Community Specialist
Community Specialist

Hi greggps,

 

Thanks for reaching out. I'm sorry to hear that you're having an issue with pairing your Nest Thermostat to the app. I'd love to know more about this and I have a few questions:

 

  • What type of Nest Thermostat do you have?
  • Can you still control the Nest Thermostat stand alone?
  • What message are you getting when you try to enter the entry code?

Looking forward to your response.

 

Thanks,

Edward

greggps
Community Member

We have the Google Nest Thermostat E. 

Yes we can still control it from the stand alone unit. 

The error message just says Something went wrong. We’re having trouble connecting to your thermostat. Then it has a code TD023. 

It won’t connect to either my phone or my wife’s phone app not will it find our WiFi signal in the house even when we try to mannually enter the network name. 

EdwardT
Community Specialist
Community Specialist

Hi greggps,

 

Thanks for the response. The TD023 error can occur when your thermostat is unable to connect to your phone or tablet over Bluetooth Low Energy (BLE). If you haven't yet, I would suggest resetting your account connection to the app before trying to set it up again. You can click on this link to for steps on how to reset the account connection.

 

Thanks,

Edward

 

 

greggps
Community Member

We have reset the Nest, restarted our router and deleted and reinstalled the app. Now the app can not find it. 

EdwardT
Community Specialist
Community Specialist

Hi greggps,

 

Thanks for the update. What device are you using to set up your Nest Thermostat? Also, have you tried setting it up using a different device?

 

Thanks,

Edward

greggps
Community Member

We are using the app on our iPhones. It connected when we first installed it in September. When we went to turn the heat that’s when we noticed it was no longer connected. 

EdwardT
Community Specialist
Community Specialist

Hi greggps,

 

Thanks for the response. Could you check if local network is enabled for the Google Home app? You could find this by going to your phone's Settings > Privacy > Local Network.

 

Thanks,

Edward

 

greggps
Community Member

It is enabled 

EdwardT
Community Specialist
Community Specialist

Hi greggps,

 

Thanks for the update. We'd like to know more about this. Please fill out this form so we could investigate further.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi greggps,

 

I'm checking back in. Were you able to fill out the form? Let us know if you have questions and we'd be glad to assist.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi greggps,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward