Sorry for the delay but thanks for reaching out. I want to take a closer look at this.
A few questions — were there recent changes made on your Nest account, WiFi network, or Nest Hello and Nest thermostat before this happened? Are you signed into your Nest app using a migrated Google account or a non-migrated Nest one? Also, when you re-entered the entry key, what happened?
Please tell me more so I could further investigate on it.
We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.