Need to get a Replacement New Thermostat

[DKD]

I received a Nest Thermostat from our energy company.  It does not connect to wifi.  Everything I have read in the posts suggests the thermostat needs to be replaced.  However, since it was "given" to us by our energy company (SRP) Google doesn't want anything to do with it and our energy company says it isn't their problem. 

I have gone through so many pieces on the Google support to get answers and am only repeating myself.  
Any help would be appreciate.

[Lance_L]

Hello DKD,

Thanks for reaching out to the Community.

I’m sorry to hear that you’re having issues with the Nest thermostat. I’d be happy to help you with this.

A few questions: what country are you located in? What model of Nest thermostat do you have? Are you getting an error code on the thermostat display? Also, can you share the case ID from the interaction with the support team, so I can check what happened?

If you haven’t done so already, please try the steps in this guide to help you troubleshoot connecting a Nest thermostat to the Nest app or Wi-Fi network.

Keep me posted.

Best,

Lance

[DKD]

Moderator edit: For the safety of our community members, this post was edited to remove personally identifiable information.

I am located in Mesa, AZ.  On the box:  M: G4CVZ.  It is a Google Nest Theramstat.  SN #############

I do not have a case ID as I could not get past "Step 3" no matter what I did (online).

Yes, we tried multiple troubleshooting steps we found on Google and YouTube.  I do reboot the router.  I also checked the other devices we use that have WiFi...all was well.  This included my Google Home Kitchen Speaker.

[Lance_L]

Hi DKD,

Thanks for the update. Please gather the power readings of the Nest Thermostat. Go to Settings > Battery. I’ll need the following information:

• Battery Status
• Voltage

Additional questions: how far is the Nest Thermostat from the Wi-Fi router? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?

Please try the troubleshooting steps below:

1. Test if the Nest Thermostat can connect to a mobile hotspot, if available.
2. Reset the thermostat to the factory default. Go to Settings > Factory Reset > Reset.
3. Remove the thermostat from the Home app. (Skip this step if it's already done.)
4. Add the Nest Thermostat back to the Home app.

Let me know how it goes.

Regards,

Lance

[DKD]

Lance:
I am going to tell you what was done when we had it installed.  It was disconnected and the old thermostat put back.  Since the Nest would not connect to the internet I could not program it and di not want to manually monitor.  

Since it is not attached to the wall and not working (it is in it's original box now), I cannot give you a current battery status.  When it was attached to the wires the batteries were new.  But, thinking as you may be, we did replace the batteries that came with it with new batteries.  Still would not work properly.  

The thermostat is closer to the router than one of our TV's...and the TV works fine.  There is one TV within about 6 feet of the thermostat.  Nothing else, no baby monitors in this house.  No microwave close by.  No cordless phone in the house.  

Yes, trying to have it seek out a mobile hotspot was tried.  I think I mentioned previously, but the Nest would not even try to find wifi.  It just kept saying to go to set up which I could not do.  Very frustrating.  As I said, we looked at Google Trouble Help and YouTube videos.  It just would not even try to find the internet.  

I tried adding it to the Home app several times.  Did not work.  Since it would not talk to the internet my Home app couldn't work with it.

That's the best I can do. 

DKD

[TbabyShabazz]

I have been going through it while trying to replace my thermostat, Google is too large and apathetic to resolve such a micro issue. Definitely, no sympathy nor simplicity with the process. So I hope someone sees this remark that is a representative, can help me, so my Google home and life doesn't go through unnecessary transformations because I  can't simply get a replacement for my Nest Thermostat. Please?

[DKD]

Sorry to hear you have issues as well.  I'm sure glad we were able to put the old one back in.  Go through everything Lance had me do so you can answer questions if you get a response.

[DKD]

It is interesting that "Lance" and I communicated back and forth pretty quickly in the beginning.  Since my post on Thursday answering all of the questions presented by Lance, it has been total silence.  I am assuming at this point Google has no intentions of assisting me any further.

[Lance_L]

Hey everyone,

@DKD, apologies for the delayed response here. I appreciate all the information you’ve shared.

I’d like to dig deeper into this. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

@TbabyShabazz, I’m sorry to hear that you’re having the same issues. Have you already tried the steps above? If yes, how was it?

Keep me posted.

Best regards,

Lance

[TbabyShabazz]

Thanks for your response, but, I really need a replacement for my Nest Thermostat.  That simple.

[EdmondB]

Hey there, 

I understand that you want a replacement for your Nest thermostat, but we need to do some troubleshooting because some WiFi issues with the Nest thermostat can be resolved by doing some simple troubleshooting steps. Just to check, are you getting any error messages when you try to connect to your WiFi network? Have you tried doing a factory reset on your Nest thermostat? Here is a link on how to restart or reset a Nest thermostat. 

I look forward to your response.

Best,
Edmond

[DKD]

Edmond:
I have tried everything suggested in the Google Nest help site, in YouTube videos and what I communicated with Lance a couple of weeks ago.  The Nest thermostat will not even look for the WiFi.  There is something wrong with the Nest - not my WiFi, not my router, not my home network, and, after careful consideration, not with the operator...namely me.  I have done everything asked of me by those in "Nest Support".  

I cannot return it to the store as I received it as a promotion through our electric company (SRP).  When I initially contacted them they said they didn't take them back and we would have to go through Google.  That is where I have been for three weeks now.  

I am extremely frustrated with this entire experience.  Last evening at a social gathering the topic of thermostats came up.  I  very much stated...do not get a Google Nest.  I will continue to repeat this phase.  

Best, 

DKD

[EdmondB]

Hi DKD, 

I apologize for the inconvenience you experienced. I'm here to make things right. We received your form two days ago, and someone from our support team will contact you via email. Please let us know if you have any additional questions or need help. 

Best,
Edmond