Google Nest 3rd Gen Thermometer - won't connect to WIFI

[lmlucas04]

Nest thermometer is just over three years old and suddenly won't connect to home wireless internet. Nothing has changed with the internet and other devices are not having issues with connection. We reset the router and that did not work. We tried connecting to a mobile hotspot and that did not work. Clearly this is an issue with just the thermometer and not the router. My assumption is that I will need a new unit......any confirmation on this?

Thanks

Lisa

[JoanneD]

I'm having the same problem, tried the same things - to no effect

Ours is less than a year old. Stumped.

Came hoping to find answers, and found I am not alone.

[Dlane]

I have re-set my 3rd generation thermostat to factory defaults 3 times trying to fix this issue where it works for a few hours then WIFI disconnects and I have to do factory reset again. When it disconnects from Network thermostat goes wild and heat runs non-stop until I select the OFF mode. I have looked for a way to engage Google support by phone or online and only coming up with these useless links. If anyone knows how to contact Google please let me know. 

[Markjosephp]

Hello everyone,

Thank you for reaching out and bringing your concerns to our attention. We understand the frustration that arises when facing connectivity issues with your Nest Thermostats, and we appreciate your efforts in troubleshooting. I want to assure you that you are not alone, and I'd be happy to shed some light on your situation here.

To confirm, which Nest Thermostat you have? Does it show any message code in its settings? If so, tell us the report so we can identify the cause and check for more possible options. Also, from what country are you all posting?

I'll look forward to your response.

Regards,
Mark

[JoanneD]

Mine is a Gen3

and the error code is w5 

I have tried all of the advice on the website, including a complete reset and shutting down the wifi router and restarting to no avail 

[JoanneD]

And I’m in the uk. 

[TudorL]

Thanks for letting me know. Would it be alright if I send you an email to the address associated to your Community account? 

[JoanneD]

yes thats fine

[TudorL]

I've just managed to send you the email and should be with you in the next couple of minutes. 

[JoanneD]

nothing arrived or in junk

[TudorL]

No worries, I've managed to send you another email. 

[Vladut]

Hi there, just checking in with you. Did you manage to check the last message?

[JoanneD]

mothing is coming through

[TudorL]

Just to confirm, the email address associated to your Community account is the right one? 

[TudorL]

Hi there, did you manage to check my last message? 

[JoanneD]

Your messages are not coming through- even though I am getting these notifications 

[AlexD]

Would you be able to check on a different device perhaps? Also, just to confirm are you referring to messages here or the emails from my colleagues? 

[JoanneD]

i Have checked on my desktop - via outlook

i have checked on my Phone and Ipad - both apple

i have logged directly into my service provider via the web and there is nothing from you or collegues, other than notification that you have left this message, or others previously. i am baffled as this clearly means the addressed attached to this account is correct.

i have checked junk as well, as that will probably be the next question!

[AlexD]

That is odd. I see my colleague sent emails from our end, two of them. I tried to send one again now, see if it goes through this time. Make sure to check both spam and trash. 

If you still don't see any email it would be best to reach out to us on one of our other contact channels using our Contact support page here. My colleagues will be able to create a case and gather all the required details. 

[Vladut]

Hi there, just checking in with you. Did you manage to check my colleague's last message?