Need live support for nest thermostats- lost network connection

[Avondale]

My thermostat all of sudden lost connection of the network. I tried all the tips on the net. No where from support net leads me to a live support.  YouTube says it is defective. But how can I find a live support ?  My thermostat is only a few months old. 

[Bdv]

I'm having the exact same problem with mine. Only a few months old and I've also tried all the tips to get it to connect to WiFi and it won't connect. WiFi is definitely working with all other devices.

[MplsCustomer]

@Avondale 

To contact Support, you can use the link and instructions in this post in this forum:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[Avondale]

Thanks very much for your help!  I finally got hold of the live support. She was very kind , and supportive. I was told that I will receive a replacement unit . The only thing making me disappointed is , the replacement will be a refurbished one . But I just bought this thermostat less than 4 months ago . I wish it could be a new one …

[EmersonB]

Hello everyone,

@Avondale, thanks for reaching out here in the Community and for getting back to us. We're glad that your replacement is on its way. 

@Bdv, we hear you and we wanted to help you with this. To confirm, do you see any error messages? How far is your Nest Thermostat from your Wi-Fi router? You may share the photo of the error message here so that we can check our options.

Looking forward to your response.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[Bdv]

I worked with customer support and they also determined my thermostat had failed and are sending a replacement. Thank you for checking.

[Lance_L]

Hi everyone,

@Bdv, I’m happy to hear that this has been resolved and the Nest thermostat is being replaced. Once the replacement arrives, you can check out this guide to learn how to set up your Nest thermostat.

Reach out if you have any questions.

Thanks for the help, MplsCustomer and Emerson.

Best,

Lance

[Avondale]

Some updates for my original problem with frustration.

I did receive a replacement (RMA) after I put down my credit card info as a promise to send the defective one back . But the RMA was a garbage. As initially it would not allow me to finish entering the wifi password, it just started to tell me the incorrect password ( I tried this procedure many times , I ended up with the same consequence). Then after resetting the device instructed by the live support, it just started to connect the network without giving me the option to enter the network wifi password … we tried a few rounds of these too .  In the end , I was told to send back this replacement, and wait till the replacement is received by Google , then call them back to get another replacement.  

I wish I chose ecobee thermostat instead of Google nest 3rd generation one at the beginning . My another house’s ecobee thermostat has been working for a few years now without any issues…. This one was only less than 4 months old … and god knows how old this RMA is . 

[Jenelyn_O]

Hey Avondale,

We apologize for the inconvenience you experienced. It’s never our intention to cause frustration or disappointment. I'd like to review your case. Could you please provide your case ID number? It will help me to take a closer look at it.

Best regards,

Jenelyn

[Avondale]

Hi Jenelyn ,

For your reference: my case # : 7-7762000034633

[Jenelyn_O]

Hi there Avondale, 

I got a chance to review your case, I do apologize for the whole inconvenience you experienced. As per the representative advised, please return the defective device for them to open another ticket, and process a replacement for you. I understand how frustrating it could be, but thank you for your patience and understanding. 

Thanks,

Jenelyn

[walts4]

Hi, we have exactly the same issue, the thermostat worked for 8 months no issues, no problems.

It stopped responding through the app overnight, then reconnected in the morning. A week later it stopped responding again, we arrived at the property to find no error code or any findings on the thermostat. We have followed all the reconnecting advice available, several times to no avail, now awaiting a response from google but very disappointed if you receive a reconditioned thermostat rather than a new one.

[Jenelyn_O]

Hi walts4,

Thanks for being a step ahead of us. The Nest Thermostats disconnect to the Wi-Fi if it experiences low battery issues. The wires connected to the thermostat help to fill the needed voltage in a period of time to reconnect to the Wi-Fi. 

Connection interference could cause your thermostat to go offline in the app such as Cordless phones, Bluetooth devices, and baby monitors and other Wi-Fi devices.

A few questions: were there any instances that your thermostat shows low power? How far away is your thermostat from the router? Do you have a C wire? Also, try using a different mobile device and install the Nest app and see if it would show offline there.

I appreciate the help, @MplsCustomer, Emerson, and Lance. 

Kind regards,

Jenelyn