Learning Thermostat

[TheBoozans]

I have been trying to reach a human for a month. Can't be done...

My thermostat disconnected from wifi over a month ago. It wasn't a year old. It will not reconnect. I get lots of different error codes. It locks up searching for wifi networks. Yes I have done everything suggested. My other thermostat bought at the same time has no issues.

How do I get this lemon replaced? I don't think I should have to buy another one. This one should work.

Please help me get help with this issue.

Thank you! 😊

[sterlinghawk]

1. Please let me know what brand name the router you have.  If you can reset the thermostat, please do. And take a photo of what it says this time.

2.  Your router should have 5G and 2.4G

3.  99% of the time, I cringe when some tech says reboot the router.  Seems to be the standard dumb answer

The reason why I am asking is some routers can only accept X amount of IoT devices aka low hanging fruit (like Nest Temp, Outside power, etc.  I have a lot of IoT wireless devices at my house and the last time I had to troubleshoot the thermostat took a bit.  Including resetting. 

[mv228]

I had connection issues with a nest.com/w5 error.  I explained the issue, gave them the serial number of the thermostat, and they put me on hold for 5 minutes to run a diagnostic on my device.  They confirmed that it was a hardware issue with the device, and since my thermostat was under warranty, they said they would replace it.   

I've read a lot of negative posts about the Nest customer service, but my experience was very smooth.  

[jenniffert]

Hi @TheBoozans,

Thanks for posting here in the community! I apologize for all the inconvenience caused by your Nest Learning thermostat being unable to connect to Wi-Fi. I'm here to help!

I appreciate the great resources provided by @sterlinghawk and @mv228 trying to help resolve this inconvenience.

To assist you more effectively, @TheBoozans, could you please share your case number if you have one? Additionally, you mentioned encountering an error code. Would you mind sharing a photo of the error message?

Please keep me updated.

Best regards,

Jenniffer

[TheBoozans]

Why did you remove the phone number in the mv228 reply? That is the closest I have gotten to get real help...

[jenniffert]

Hi @TheBoozans,

Thanks for reaching out here in the community! I'd be happy to help with your concerns.

Regarding your question, this phone number is no longer in use. To get in touch with us, visit our Contact Us page and follow the prompts until you reach Contact Options. Then select “Get a Call” or “Chat”

Let me know if you have more questions.

Best regards,

Jenniffer

[TheBoozans]

That page sends me into an endless loop that never gets me to those options. This is maddening. I shouldn't have to buy another one but I can't get any company support. Why can't I get a phone number to call for help? Why must this be so unhelpful?

[sterlinghawk]

I just tried and it works.  Try another browser and don't keep clicking next

[jenniffert]

Hi @TheBoozans,

Thanks for following up! Please let me know if you were able to use the "Get a call" option on the Contact Us form. If not, to assist you further, please provide your case number (if available) and the error codes you encountered.

Additionally, thank you for your help, @sterlinghawk.

Keep me posted.

Best regards,

Jenniffer

[sterlinghawk]

What kind of router do you have, and do you know if it was on 5G or 2.4G?  Have you tried resetting the thermostat?  I know it's a pain but sometimes you have to do that.

[TheBoozans]

Nighthawk R8000P 2.4 & 5

I restarted the thermostat.

No difference. I took pictures but I don't see how to attach them.

[jenniffert]

Hi @TheBoozans,

Thank you for your reply and the information you’ve provided!

To effectively resolve this situation, I'd like to ask the following:

• Is your thermostat able to show your Wi-Fi network? If not, can it find other Wi-Fi networks?
• How far away is the thermostat from the router?
• Are there any devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
• Do you have only one Wi-Fi network, or multiple ones?

In the meantime, you can try these steps:

• Reset the network by going to Settings > Reset > Network. If there's no option for Network, select Account connection instead.
• Check for any interference. Turn off any devices that may cause interference. Then try to connect the thermostat to Wi-Fi again. For reference, you can check out this article: Troubleshoot setup: thermostat doesn’t show your Wi-Fi network.
• If possible, try connecting your thermostat to another Wi-Fi network.
• Check if the thermostat can connect to a mobile hotspot.

If these steps don't work as expected, try performing a factory reset on your Nest Learning thermostat.

Please keep me posted.

Best regards,

Jenniffer

[TheBoozans]

I have done all of that. None of the things you mentioned are issues. The thermostat is unable to connect. I am getting a replacement.

[jenniffert]

Hi @TheBoozans,

Thanks for the confirmation!

I appreciate your efforts. I'm sorry to hear that the steps we took didn't resolve the inconvenience with the Nest Learning thermostat. To continue assisting you, please fill out this form with all the necessary information, including the link to the thread and the username. Once you've completed the form, please let me know.

Keep me posted.

Best regards,

Jenniffer

[jenniffert]

Hi @TheBoozans,

We received your form, but it seems some information is missing. To assist you more efficiently, please complete this form again. Be sure to include the thread link and your username for reference. Let us know once you've submitted it.

Keep me posted.

Best regards,

Jenniffer