HELP - Failed to add Nest LEarning Thermostat to account TD009

[tg42]

Hello community,

I hope you can help me here. I have a NEST Learning Thermostat for 4 years. Working fine without any issues.

Last Friday when I came home from work I saw that my Thermostat was offline for 12 hours. In order to fix this issue I reset the thermostat, and removed it from the app, thinking it is easy to add it back again. And here where my issue starts.

I reach to the point when the Thermostat is added to the nest account, it always fails. The support could not help me  after 4 hours on the phone.

We tried everything, yes everything.

Reseted the thermostat, reseted the account from the thermostat, uninstalled the app from the iPhone and iPad, used different networks, avoided the wifi from home and used the phone hotspot, used a different google account, nothing worked :-(. 

I even bought a new NEST Learning Thermostate which I want to setup today and ran into the same exact issue (TD009) Nothing has changed on my network. The thermostat connects fine to my Wifi and as I said above, I tried to use the hotspot from the iPhone to eliminate the question if my Wifi could be the reason.

I am technical very knowledgeable but right not I don't know what else to do. Of course I followed the instruction for the error code I got from the web page.

Any help here is highly appreciated.

Thanks

[aperezdeleon]

Hi there tg42,

Thanks for letting me know about this.

The troubleshooting you've already tried seems pretty extensive, but at the same time lets us know more about the situation so let's try to see what is going on.

While I wouldn't recommend connecting your Nest products to a mobile hotspot solely to test pairing, it can be helpful to see if they can connect to the internet that way.

Since your thermostat seems to connect to the internet well on both your Wi-Fi and your hotspot, it's unusual that a second Nest thermostat shows the same error code. Let's check your Wi-Fi router settings to see if anything has changed.

Here are some things to consider:

• Verify if your Nest thermostat is connected to a 2.4 GHz network. While it offers a more stable connection for Nest thermostats (though slower speeds), it's still worth checking.
• See if your router has a device limit or a setting that might prevent the thermostat from communicating with other devices, such as wireless isolation.
• Make sure your router is using WPA2 encryption.
• You can also explore changing advanced settings like the DHCP lease time to ensure a stable connection for your Nest devices.

By the way, what battery level do your Nest thermostats show? You can find this under Settings > Technical Info > Power.

If you're uncomfortable changing any settings, I recommend talking to your internet service provider for assistance.  Of course, if your Nest thermostats still can't be paired after checking your router settings, please let me know.

Regards,

Angel.

[tg42]

Thank you for the detailed reply. I did all that what you described above before already. As I said nothing has changed in my Wifi and it was working fine for 4 years. However I figured out the issue which was not easy considering everything was tried out.I had a message on my Nest app that my device is disconnected for 12 hours. After trying a couple of things I decided to master reset the Thermostat and the Nest App.

 It was apparently a combination of too many wifi 2.4GHz devices talking at the same time. I have about 40 devices connected to my 2.4GHz network. The router can handle way more. The issue was coming that too many devices talking to the router at the same time and the signal of the Nest Thermostat seems to be to weak to get the registration done

It is like in a class room full of students. Everyone is talking. Then there is the Nest Thermostat Student who has a very quiet voice and want to talk to the teacher (the router in this case). When I made all the students quiet (by turning off most of the WiFi devices), the Nest Thermostat was able to register fine. Controlling the temperature is not a problem, even with all my devices talking.

I also put it now on my 5GHz network since it is less busy.