Nest 3rd Generation Learning Thermostat Offline despite following all steps to restore

[Frederic1987]

Hi -  I have had a 3rd generation Nest learning thermostat for 3 years without a problem (visible and connected to my Nest App, and working well with home wifi).   It suddenly went off-line approximately 6 weeks ago, and I cannot seem to get it to see any wifi network, though they are active and working for all other devices.  I've gone through all of the steps using the Nest Thermostat troubleshooter, I have reset the thermostat (to factory settings), restarted the modem and router, etc.   The wifi settings have not changed.   I wonder if there is a fault or problem with the wifi radio in the thermostat itself.   Please help!    

[Markjosephp]

Hello Frederic1987,

Thank you for reaching out to us regarding the connectivity issue with your Nest Learning Thermostat. I appreciate your thorough troubleshooting efforts, including the steps taken with the Nest Thermostat troubleshooter, the factory reset, and the modem/router restart.

Your description suggests that the thermostat might be facing a potential wifi radio-related problem. To provide you with the best assistance, I recommend the following steps:

1. Gather the power readouts in the Technical Info.
2. Check for any message codes in the settings.
3. Perform an Account Connection reset in the Reset settings and reconnect manually to your Wi-Fi network.
4. Enable the mobile hotspot and see if the thermostat is able to see its network name.
5. Restart the thermostat, router, and phone.
6. Reinstall the Nest app.

Let us know how it goes.

Best regards,
Mark

[Frederic1987]

Thanks for your response. 

The power settings indicate:  Battery=3.883V, Voc=35.54V, Vin=35.54V, lin= 200mA (c)

The Network setting displays the error:  nest.com/w5

There is no option for ‘account reset’ in the reset settings; at least that I am able to see.   The only options in the 'Reset' menu are:  Restart, Auto-Schedule, Away, Network and All Settings.   

Of note, I had previously reset the Network settings as well as 'All Settings' without change in the thermostats behavior.  

Also, the thermostat does not seem to be able to find mi iPhone hotspot at all, giving me the message  "Failed to connect   (x) iPhone   Press to continue"

This all seems to me to represent a wi-fi radio failure, perhaps hardware related. 

Thank you for your continued help and recommendations. 

Fred Resnic 

[Jenelyn_O]

Hi folks,

@Frederic1987, thanks for the additional information and for doing some troubleshooting steps ahead of us — we'd like to check for options. Please fill out this form, and let us know once done. 

I appreciate the input, Mark.

Kind regards,

Jenelyn

[Jenelyn_O]

Hey Frederic1987,

I received your form — I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

Cheers,

Jenelyn