06-08-2023 04:11 AM
My Nest thermostat has been operating perfectly since April this year including being able to use the app on my iPhone. However, this week it has stopped being able to connect to the network. It is working as it should do locally
The setup is as follows:-
NETWORK
Virgin router set to modem mode
TP-Link Deco mesh wi-if system. The master Deco unit plugs into the Virgin router/modem and provides network coverage using three satellite Deco units. The system is working at both 2.4 and 5 GHz.
PHYSICAL
The Nest is 3m from the master Deco unit. My iPhone has a very strong signal when placed 20cm from the Nest
The Heatlink is linked by cable to the Nest
There are no sources of radio interference in the house
ACTIONS TAKEN
Virgin router rebooted and restarted
TP-Link Deco system rebooted and restarted
Network name and password re-entered on countless occasions
Nest restarted on countless occasions
Attempted to link the Nest to a wireless hotspot on my iPhone. The Nest immediately displayed a message stating that it could not join so no search was initiated (I assume)
No NestWeave status shown. However, it does state that “Last cloud com” was “Never”. How can this be correct?
One curious thing I have noticed that during a Nest restart sequence I can see on the TP-Link Deco network monitoring app that a new device has connected. It disappears quickly but I have been able to take a screenshot showing the MAC address. It’s not the same as the one shown on the Nest technical information display. Of course, this may be a coincidence…
I’d appreciate some help from more knowledgeable people
Regards Chris G
06-08-2023 07:26 AM
Hi there and thanks for reaching our community. I'm sorry you're facing this issue, but I'll do my best to assist you. By any chance, did you notice any error codes on the thermostat display?
06-09-2023 01:44 AM
Hi, no error codes are shown
06-09-2023 02:20 AM
Thank you for the information. Go to Settings> Network and let me know if you see any message there about it not being able to connect or it tries to look for networks and eventually states they may be hidden or too far away.
06-10-2023 12:56 AM
The message is shown on the photo. See also in the shot my iPad with the network strength shown
06-11-2023 01:56 AM
Gotcha. Let's try to perform some restarts on the thermostat. Please grab the thermostat and pull it gently off the base. Hold the thermostat with both hands, let's say like a hamburger. Press the thermostat and keep it pressed until it reboots. Do this three times, one right after another. Let me know how it goes.
Many thanks, Oana.
06-11-2023 07:15 AM
I have rebooted as follows -
Any suggestions? Am I holding down the dial for too long?
Chris
06-11-2023 07:56 AM
Thank you so much for doing this. You did the restarts correctly. Can you please let me know if you see any error messages if you go again to Settings-> Network again?
06-12-2023 10:31 AM
Please see photo.
06-12-2023 10:33 AM
This message also appears
06-13-2023 01:45 AM
Thank you for the pictures and trying the steps. I would like to create a case so we can look further into this. Would it be ok if I sent an email to the one associated with your account here?
06-13-2023 07:25 AM
Yes, that’s fine. The email is mine.
06-13-2023 07:29 AM
I sent the email out. Once you go through it and reply to the form, make sure to let me know here so I, or one of my colleagues, can check.
06-13-2023 07:30 AM
This may not help but I have another Nest thermostat ( I don’t know which generation) in another house. Could I push it it onto the base and see if that one worked?
06-13-2023 07:32 AM
You can certainly try, though generally the Wi-Fi connection should not be affected by the base. The Wi-Fi chip is located inside the display part.
06-13-2023 10:20 AM
AlexD
06-14-2023 03:33 AM
You can certainly swap the display with another, if you have one on hand, and that one will most likely work but there are complications such as if it's connected to another Heat Link wirelessly. Let me know if you received my email.
06-14-2023 12:29 PM
I have completed the form you sent me.
06-15-2023 04:41 AM
Hi there! Can you please answer a few questions just to document the case properly?
1. You mentioned you have more than 1 router, do any of them end in _ext?
2. When was your thermostat installed?
3. How far away is the thermostat from the router?
4. Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
5. What’s the make and model of your router?
Also please try these steps as well:
1. Reset the thermostat's network - Settings and then Reset and then Network
2. Reset the thermostat to default settings - Settings and then Reset and then Reset All Settings
Many thanks, Larisa.
06-15-2023 07:10 AM
Larisa
Please find the answers to your questions in bold below
1. You mentioned you have more than 1 router, do any of them end in _ext?
No
2. When was your thermostat installed?
April 2023. It worked perfectly until two weeks ago
3. How far away is the thermostat from the router?
The Nest is 3m from the master TP-Link Deco unit. My iPhone has a very strong signal when placed 20cm from the Nest
To help I have copied more information from my first post:-
NETWORK
Virgin router set to modem mode
TP-Link Deco mesh wi-if system. (Information here https://www.tp-link.com/uk/home-networking/deco/deco-m9-plus/ ). The master Deco unit plugs into the Virgin router/modem and provides network coverage using three satellite Deco units, which are located around the house. The master Deco is the closest to the thermostat by far.
The system is working at both 2.4 and 5 GHz.
4. Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
There are no cordless phones or baby monitors near the thermostat. However, there is a microwave about 3m away. There are two brick walls in the way as well. The microwave was bought this year, (before the Nest was installed) so it will be compliant with the relevant Electromagnetic Compatibility legislation. The Nest still cannot connect to the network even when the microwave is switched off.
5. What’s the make and model of your router?
In case you are not located in the UK, Virgin Media is a large supplier of online services to domestic dwellings. They supply the router, which I have explained in answer 3. It is probably made by a large manufacturer making such devices
Also please try these steps as well:
1. Reset the thermostat's network - Settings and then Reset and then Network
Done - still not working
2. Reset the thermostat to default settings - Settings and then Reset and then Reset All Settings
Done - still not working. When the thermostat started up and the setup sequence started, I went to network setup. No networks were found so I had to input the network name into the Nest. Should a list of available networks appear? My iPhone picks up 4. I can send photos if required
06-15-2023 07:36 AM
Thank you so much for your detailed response. I just sent you an email with some information, please reply to the email with the information asked.
06-18-2023 08:48 AM
Hello there! Just checking, did you see my colleague's previous message?
06-19-2023 08:51 AM
Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa