Google nest thermostat wifi

[Juulk]

Hi,

The thermostat wifi connection is lost and won’t re-connect. I didn’t change anything in my home regarding internet/connectivity. I’ve tried to reset the router, reset the thermostat. Only keep getting the message that the network is hidden or to far away. 

Any solutions?

[Geoff27]

That is happening to me, it keeps dropping off unpredictably. Support suggest resetting the network connection and also ensuring it is fully charged. Operating voltage must be over 3.7v apparently 3.9v is normal

[Jhonleanmel]

Hi folks,

Thanks for lending a hand, Geoff27.

Juulk, how far is the Nest Thermostat from your Wi-Fi router?

Best,

Mel

[Jhonleanmel]

Hey there,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[EmersonB]

Hi everyone,

@Juulk just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

I appreciate the help, Geoff27 and Mel. 

Regards,
Emerson

[Geoff27]

I still have the intermittent problem of losing internet and I assume that’s why I have also lost / incorrect history …..I am wondering whether I really should get a replacement under warranty 

[Markjosephp]

Hello Geoff27,

Thanks for getting back to us. I wanted to stop by and see how I could help.

Could you please tell us your thermostat's power readouts? You can check them by going to Settings > Technical Info > Power. Also, are you getting any message codes under the network settings? You could give these steps a try and let us know how it goes:

1. Go to the thermostat's settings > reset > account connection > reset.
2. Turn on the phone's personal or cellular hotspot.
3. After the reboot. Go back to Settings > Network. Check for any message codes. If there is, let us know.
   1. If it shows "Not connected,"  try searching for any available networks and see if it detects your phone's network name.

Please let me know if that helps, or if the issue still persists.

Regards,

Mark

[Geoff27]

Hi

Just done some more checks….

Power level is fine at the moment varies between 3.89 and 3.94 over a few seconds

Signal power is constant at 68 which is fine

Nest finds my iPhone successfully 

That said the Nest is currently online, it is dropping off for a period maybe 2 days out of 3. It either reconnects itself or reconnects if I Reset. It can be offline for a few hours.

Currently I am not getting any message codes but I have previously seen “low power “, “too far away from router” on occasion before Christmas.

[Markjosephp]

Hi there,

Thanks for letting me know, @Geoff27. It appears that your thermostat couldn't establish a good connection to your Wi-Fi network because of the battery level. When it drops to 3.7V and below, it'll disable some of its smart features, including the network, in order to save its battery. Additional questions: could you tell us how far away it is from your router? Also, does your thermostat have a C wire?

Regards,

Mark

[Geoff27]

Mark, the power level is fine , well over 3.7v. It is consistently around 3.9v as I mentioned above.

the thermostat is continually connected to the mains via the base unit, no C wire.

it is around 6 metres from the router

[Markjosephp]

Hi Geoff27,

I understand that you might have been using your thermostat for a while without a common wire. Installing a C wire would help to deliver constant power and stabilize the flow of current into the thermostat. This would avoid future power issues by sending power directly from your HVAC system to your thermostat. Please have a look at this article on how the common, or C wire works and let us know if you need more help.

Thanks,

Mark

[Geoff27]

I assume the powered base unit we have provided the constant power to the thermostat…..otherwise it has no proper purpose. I am thinking the problem is most likely wireless interference. Not sure what changed for interference to become an issue. The problem I have with some “lost history” is a documented symptom of wireless interference. I did try moving the thermostat (on its powered base) closer to the router but still had the problem…..but I a believe wireless interference is not averted necessarily by moving the thermostat close to the router. It’s not that it’s far away anyhow.

[Markjosephp]

Hey there,

I totally understand your thoughts about this. I would like to try and see if this is about the power or the display itself. Let's sort this out:

1. Disconnect your thermostat from your Wi-Fi within 24 hours.
   1. Go to Settings > Reset > Account Connection. Reset to confirm.
   2. This will allow your thermostat to not use any wireless connection.
2. Observe your thermostat's behavior and its battery level under "Technical Info."

Keep me posted on how it goes.

Thanks,

Mark

[Markjosephp]

Hello Geoff27,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you, and I'd like to make sure everything is working.

Thanks,

Mark

[Geoff27]

We have been away , thermostat has been ok for about a week but went offline yesterday and is still stubbornly refusing to reconnect.

Power seems ok…..other 7 devices on wifi network working fine. Tried moving thermostat , resetting thermostat, restarting router but it won’t reconnect.

it’s getting very frustrating, I will try the idea of stopping it trying to reconnect for 24hrs but truthfully I don’t understand why that might help

geoff 

[Markjosephp]

Hey there,

I know it has been a while but I wanted to ensure that everything is covered here. 
 

Interference can be hard to identify and resolve since it’s dependent on the environment. We can do as much as possible to help identify and resolve interference issues, but ultimately, this may be something about your router settings, which may include contacting the ISP or router manufacturer.

Please have a look at this article and let us know if you need more help.

Regards,

Mark

[Jake]

Hey there,

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[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