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Nest 3rd Gen Thermostat connection issues

JWW
Community Member

For months my thermostat worked awesome in my nest ap but last Thu I noticed it was offline. Tried all the troubleshooting including removing it from ap, factory resetting the unit etc. Followed all the protocol. Even downloaded nest ap onto tablet and established a guest network and can't find wifi. Other nest products connect just fine. And all other devices are on wifi no issues. 

14 REPLIES 14

JWW
Community Member

Originally it was installed with no c wire, bought a Google power connector. No change. Noticed extra wire in cable so removed Google power connector and  hooked up a c-wire. Power not the issue. 

SD2065
Community Member

I'm having the same problem and have done the same things Nothing seems to work.  It's winter here and I don't want my pipes to freeze when I go away if this thermostat is not reliable.  

JWW
Community Member

I've reset everything numerous times tried factory reseting everything but my phone. Only thing I wonder now is my phone is 5.0ghz and the nest stuff is 2.4ghz. I don't believe that is an issue cuz it's worked for almost a year on my phone until Thu. It happened when I wasn't frigging around with anything. 

zoeuvre
Community Specialist
Community Specialist

Hi folks,

 

Oh no! I'm sorry to hear that your thermostat went offline. Let's see what's going on. A few questions: 

 

  1. How many Nest devices are offline?
  2. Has the device ever been connected to their Wi-Fi network before?
  3. Does it show offline in the Nest or Google Home app or indicated on the Nest device?
  4. Are other non-Nest devices in the home offline?
  5. Can the device find or detect other networks?
  6. Has there been any recent change in the home Wi-Fi network?
  7. Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three to fifty feet from the Nest devices?
  8. Is there any error code or message that appears on the app or on thermostat's Settings > Network?
  9. Also, have you tried to connect your thermostat on your mobile hotspot to check if it'll connect? If so, how does it go?

 

I'll look forward to your responses.

 

Best,

Zoe 

JWW
Community Member

Yes it did show offline in the ap, but after re setting ot to factory it said remove it completely from ap before trying to re add it to my network. Now it's not on the ap and I can't get it to add to the ap when I try to add a device I  the ap. Tried using v bar code and typing in the info. Also tried searching for wifi and manually typing in the info. At least 10 times but I'm sure it's been more than that. 

zoeuvre
Community Specialist
Community Specialist

Hi there,

 

Gotcha. To further check your Nest thermostat's connectivity, connect your Nest Thermostat to a mobile hotspot and let me know if it connects.

 

Thanks,

Zoe

JWW
Community Member

No, it did not. 

zoeuvre
Community Specialist
Community Specialist

Hello JWW,

 

Thanks for the follow-up. Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done?
 

Regards,

Zoe 

JWW
Community Member

All of my other nest products and non nest products have not dropped off line at all. Analytics in my Bell home hub says all the connected devices have a wifi status of excellent. No recent changes in my wifi and its in the same room as my modem and router no more than 4 meters away. This thermostat worked fine online for at least 10 months. During trouble shooting I managed to run a c wire as there was an extra wire available so power is not the issue either. Tried all the things it said to do in the troubleshooting guide on line. That's how I decided to run the c wire. Tried rebooting internet and router many times. Put the nest thermostat back to factory settings once as well. Only thing I haven't done has been to change my wifi password to clear all old devices, even the disconnected ones. Someone suggested that to me I just haven't found  the time to reestablish all my other wifi devices after doing that. BTW, I have a total of 8 devices 7 on my prime network and 1 on guest. I added the guest one to see if I could get it to join that. No luck. The one item on there is my tablet to make sure that guest network worked. I even downloaded the nest ap onto my tablet and connect through that nest ap and same result. Only error code is the M15 and numerous other TD codes that all say troubleshoot wifi. I've done that so many times I'm tired of it. No other wifi item in the house is having any issues, back door nest lock  driveway camera, Google connect unit. Or non nest items either.

SD2065
Community Member

I had the same problem.  I phoned Google and they are sending me a new thermostat under warranty.

JWW
Community Member

Would you share the number to call Google?

Jenelyn_O
Community Specialist
Community Specialist

Hi folks,

 

@SD2065, I'm glad to hear that your replacement thermostat is on its way. Please feel free to let us know if you still have questions in mind, as we'll be willing to help.

 

@JWW, we received your form and we created a case for you. Please keep an eye on your inbox or messages as our support will get in touch with you soon.

 

I appreciate your help, Zoe.

 

Cheers,

Jenelyn

JWW
Community Member

I received a replacement unit and the support team walked me through changing it out and setting up the new one. Its working perfectly and I'm now back up and running and I have sent the failing one back to Google in the supplied box and shipping label. Thanks Google Nest support team. 

Markjosephp
Community Specialist
Community Specialist

Hey there,

We're so glad to hear that your replacement unit is up and running smoothly! It's fantastic to know that the Google Nest support team provided you with helpful assistance in seamlessly swapping out the faulty device. Kudos to them for guiding you through the setup process and ensuring everything is in order.

If you have any more questions or need further assistance, feel free to reach out by starting a new thread. Happy Nesting!

Regards,
Mark