Initial Nest Thermostat setup cannot find my wifi network

[KevinKSC]

Bought two basic Nest thermostats.  Install went well.  When I get to the Wi-Fi setup, it hangs while looking for provider (or some such wording).  App just stops animating and becomes dead.  Tried setup on both Nests many times with same result.  Rebooted Wi-Fi and Nest.  Moved router to within 12 inches of nest.  Factory reset of both.  Changed router from 2.4GHz to 5.0GHz.  Tried with a live hotspot from my phone.  Same results.  Clicked heels..... Never any problems adding Roku, Firestick, iPhone, Android phone, smart TV or any other wireless device.  But somehow problem with this.  Router is Motorola SBG6580.  Phone to setup is iPhone 12 with most recent OS.  I'd love to follow the advice to update my Nest firmware, but I need Wi-Fi to do this.  Thoughts?

[Markjosephp]

Hi KevinKSC,

I'm sorry to hear you're having an issue reconnecting your thermostat back to your Wi-Fi network, and I appreciate all the steps you've taken. Let's sort this out.

Did you get any message codes on your thermostat's network settings? Please gather the battery level under the Technical Info settings. Also, going over these steps might help:

1. Go to Reset > Account Connection > Reset to confirm.
2. Try reconnecting it to your Wi-Fi network again. Type manually if needed.
3. If the same issue persists, reset the thermostat to its default setting.
4. Proceed by adding it again without connecting it to the Nest app or Internet connection.

Keep me posted on how it goes.

Regards,
Mark

[KevinKSC]

Mark,

Thanks for your time.  It's not connecting back to the network that is the problem.  It is the initial connection during setup that is the issue.  On the Google Home app (which it says is required), when I get to the step where it is "Connecting to joining device" that the app just freezes after a minute or so.  Like it is not finding my router.  Have never had connection issues with the many other Wi-Fi devices in my home.  I was using the app on an iPhone and am going to try again with an android OS.

Also, it's like we are talking about two different items.  On mine (maybe because I've never connected) there are no network settings or technical info settings.  Nor is there anything under reset other than reset to factory defaults (which I have done many times).  There doesn't seem to be an option to connect without the app or wi-fi.  Battery is good.

Maybe I bought a bogus Nest.  It did come from my public electric utility....

[Markjosephp]

Hi there,

Thanks for letting me know. It appears that you have the Nest Thermostat 2020 model. A few questions: how many and what other Nest devices do you have? What's the make and model of the phone you're using for the setup? Also, could you please update the Power Info in the Equipment settings?

I'll look forward to your response.

Regards,
Mark

[KevinKSC]

Problem solved.  Don't use Apple products.  Connected with an android based phone and the setup went flawlessly.  Bad app or bad phone?  Work phone.  iPhone 12.  Apple OS up to date.  App downloaded just before initial setup.  Hmmmmm.  Oh well.  Time to install the other one.

[Jake]

Hey KevinKSC,

I am glad to hear you were able to get the device setup, and everything is good to go from here. With that being the case, I am going to go ahead and lock the thread in 24 hours. Let me know if you have any questions from here, as I would be happy to review.

Best regards,

Jake