01-06-2023 12:16 AM - edited 01-06-2023 12:17 AM
I changed my wifi password and then tried to reconnect. This was unsuccessful because I forgot the pin, so I deleted the thermostat device from the app, thinking that it would be removed and simply reset so I would have a fresh device with no pin. This was not the case. I then went on YouTube to figure out how to reset the pin but I’ve only been able to find out how to reset it on the app by selecting to device’s settings. Since it’s gone and I can’t find any other way of doing this, I’m at a standstill. How do I change the pin without it being on the app?
01-06-2023 11:15 AM
To resolve this you'll need to reset it using a computer.
If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? If you get this far let me know and I'll ask a community specialist to assist with next steps, as these can't be shared publicly in the community.
01-06-2023 01:47 PM
Yes, the thermostat registers properly with my MacBook and I can see and open the technicalinfo.PLIST file.
01-07-2023 03:30 AM
Great! I've asked a specialist to chime in here with next steps with you directly.
01-08-2023 06:31 AM
Hello folks,
Thanks for helping here, @David_K.
@Alana1, I'm sorry for the trouble this may have caused you by not being able to unlock your thermostat. We'd like to further assist you with this so you can reconnect it to your Wi-Fi network.
Please fill out this form with the needed information and let me know once you're done.
Regards,
Mark
01-09-2023 01:52 PM
Hi Alana1,
Thanks for completing the form; we have received it. Soon, a member of our upper team will contact you via email. Also, this thread will be locked within 24 hours.
Best,
Mark
01-10-2023 05:41 AM
Can you keep the thread open until the issue is reserved in case nobody contacts me?
01-10-2023 07:51 AM
Hello there,
Thanks for your patience, @Alana1. I'll keep this thread open until you get assistance. I also made a follow-up on this, so please check your email from time to time for an update.
Regards,
Mark
01-12-2023 01:26 AM
I filled out the form and they notified me January 10, 2023 7:51 AM PST that it was received; however, I have not heard from anyone since then. I have three frustrated and cold children in BC, Canada. I would like to request an exchange for a new thermostat so we can heat our home. Is this something you have in your power to facilitate or may I request a transfer to a customer service department who can?
01-12-2023 12:37 PM
Hello Alana1,
I know how important it is to you. I sent another follow-up to the team; you should get a response from us shortly. So keep an eye out for an email in your inbox soon, and please let me know if you receive assistance.
Thanks,
Mark
01-15-2023 01:09 PM
Hey there,
I want to check if you have seen our upper team's response to the email with the additional steps given. Please let us know if you have any further questions; otherwise, we'll lock the thread within 24 hours. You can also continue the conversation with them if you need more help.
Regards,
Mark