Issue with thermostat not connecting to internet

[Christine1]

Hi guys. 
my thermostat has been offline for weeks and I thought it was low WiFi signal.  I could use it manually but it kept needing it’s date and time reset. I got a wifi enhancer and have reset the thermostat to factory settings but I now can’t get it to reconnect to wifi or the app!  It has the wee home sign on screen with a long white rectangle round it - which I take represents a phone 📱. 

ive reset the whole router and wifi system and deleted the thermostat from the app but o just can’t get it to add back into the app as it’s not picking up the wifi.  

Any help would be greatly appreciated. 

Christine 

[David_K]

I've linked a help centre article below that will help you troubleshoot this. You may have already tried some of these steps. Do let us know what happens when you try these steps? Try to be as detailed as possible so we know how best to advise.

Nest thermostat can’t find the Wi-Fi network

[Christine1]

Hi David

Thanks for your email - I’ve tried all these - when I try to add product from the app it tries to connect and the spinning circle appears on the thermostat- but I then get a yellow triangle warning saying can’t connect to thermostat on my phone and the thermostat itself goes back to black screen with little house logo on it with the rectangle round it (which I think looks like a smart phone.  After I reset to factory settings I can’t get past that black screen with house logo on it.  

Christine

[David_K]

I'm assuming other devices in your home are connected to your Wi-Fi without issue? 

Did you try restarting your router and/or modem?

You can also try resetting the thermostat's network settings:
Press the ring to open the Quick View menu > Settings cog >  Reset > Network Settings > Reset.

Troubleshoot a 'Failed to connect' thermostat message
https://support.google.com/googlenest/answer/9240194

[Christine1]

Thanks David.  Yeh wifi is fine. I can’t get any menu up on the thermostat. I did a factory reset as it kept needing the date and time set so I got a booster for the wifi and did a factory reset. I can’t get past the black screen with the wee White House. 

[Jeff]

Hi everyone,

In an effort to keep content fresh on the forums here and prioritize current issues, I'm going to go ahead and close up this thread. If you have any outstanding issues from this post or any other problems, please feel free to open up a new discussion. For common troubleshooting when your thermostat won't connect to the network can be found here: https://bit.ly/2N8dyvF. 

Thanks,
Jeff