Lost wifi connection

[cyj45]

Our Nest lost wifi connection about two months ago. We didn't worry too much, but we had a heating pro out and they said there's an update needed. We did the update - still won't connect to the wifi. All of our other devices in the house find and connect to our wifi no problem. It worked for about two years before this happening. 

[Raquel1973]

We have exactly the same problem. Ours disconnected from wi-fi 5 days ago & we've tried all things suggested. Help!! 

[EdwardT]

Hi folks,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Nest Thermostat. I'd love to know more about this and I have a few qustions:

• How far is your Nest Thermostat from your router?
• Are you getting any messages when you try to connect your Nest thermostat to the WiFi?
• What troubleshooting steps have you done so far?

Looking forward to your response.

Thanks,

Edward

[Raquel1973]

Hi, 

The wi-fi connection to my Nest Thermostat has been working perfectly fine since May until  days ago. The thermostat is 6 meters away from the thermostat & also next to a wi-fi booster. I get the w5 message saying it can't connect. I have tried restarting my router & thermostat. Why would it just disconnect all of a sudden? 

[Markjosephp]

Hello there,

Thanks for assisting, Edward.

@Raquel1973, Thanks for letting us know about the W5 message you're getting on your thermostat. We'd be happy to take a look into this for you.

Please fill out this form with the needed information and let us know once you're done.

I'll look forward to your response.

Regards,

Mark

[Markjosephp]

Hi folks,

We got your form, @Raquel1973. Thanks for filling it out. Our team will reach out to you via email anytime soon. Also, please continue the conversation there for any updates.

@cyj45, I'm checking back in — how's it going? Still need our help? Please let us know so we can assist you right away.

Regards,
Mark

[cyj45]

Yes, we are still having the same problem. We hired an HVAC technician to check and reset our furnace. It didn’t help. We worked through all troubleshooting suggestions offered. Spoke with Google customer service and they sent a new Nest out to us. We set it up but have the same problem. We also exchanged our Comcast router for a new one but we still have the same w5 error code on the new replacement Nest thermostat too…not receiving or connecting to wifi. We repositioned the router and tried all other suggested repairs but it just won’t connect. 

[Markjosephp]

Hi cyj45,

I'm checking in to make sure that you've seen my response. If you have any further questions or concerns, please let us know before we lock this thread in 24 hours.

Regards,

Mark

[Raquel1973]

Please can you correspond via email as this is difficult & confusing to use? Thanks

[Raquel1973]

I'm being asked questions I have already answered. Please speak to one another & stop duplicating questions. Please sort my issue. 

[Raquel1973]

I'm getting emails from other people but can't reply by email & don't know where to find their messages in here.

[Markjosephp]

Hello folks,

Thanks for getting back to us, @cyj45. I appreciate that you've tried to find a fix. Could you please fill out this form as well so we can sort this out? Thanks, and we'll look forward to your response.

@Raquel1973, I'm sorry for the trouble this may have caused you. I understand it's confusing to receive notifications associated with this thread. No worries! Your issue has been escalated to our upper support team. So be on the lookout for an email from them in your inbox soon.

Regards,

Mark

[Markjosephp]

Hello cyj45,

We received your form. Thanks for filling it out. Our team will also reach out to you via email anytime soon. Please keep the conversation going there for any updates, as this thread will be locked in 24 hours.

Thanks,

Mark

[Raquel1973]

Still waiting for someone to help sort this.

[Raquel1973]

I have already answered these questions. 

[Markjosephp]

Hi there,

I understand that this step is a little out of the way, but our upper support team would like to know more so they can give you the best possible resolution. Please continue the conversation through email, as we'll be closing this thread within 24 hours.

Regards,

Mark