Nest Display slow to turn respond - wifi wont connect - app wont connect

[Nest422]

I have a nest gen 3 learning thermostat that started to respond slow [after 6 months~ of ownership and working properly].

After a full restart of unit [cleaning all settings] it will not reconnect to the app or wifi.

Power:

Battery - 3.904v

Voc - 34.96v

Vin - 34.96

lin - 200 mA (c)

I have seen similar issues posted but no resolution - only a guidance that direct communication was going to take place in email.

Andrew 

[zoeuvre]

Hi Nest422, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, please answer the following:

• What Nest Thermostat model do you have?
• Does the thermostat display show any codes or messages on the app and on the thermostat?
• Can your other devices find your Wi-Fi network name (SSID)?
• Do you only have one Wi-Fi network, or are there others? If yes, Do any of them end in _ext?
• Are you trying to connect to the 2.4 GHz or the 5 GHz network?
• Can your other Wi-Fi-capable devices (phone, tablet, computer) connect to the internet through your Wi-Fi network?
• Has your thermostat ever connected to your network?
  • Are there any recent network changes, like a new router or a recent move?
  • Was there a change to the network name or password?
• How far away is the thermostat from the router?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
• What's the software version of your thermostat?
• Are you controlling your thermostat from the Nest or Google Home app or the thermostat display? If from the Nest or Google Home app: Is your mobile device on a different Wi-Fi network than the thermostat?

Also, could you tell me more about your thermostat being slow to turn? Are you referring to the actual dial of your thermostat that is hard to turn or the thermostat itself being slow to respond? 

I'll look forward to your response. 

Best,

Zoe 

[Nest422]

• What Nest Thermostat model do you have? - 3rd Gen [Purchased Feb-Mar 2023]
• Does the thermostat display show any codes or messages on the app and on the thermostat? - No Codes or error messages [unless you try to connect to the app or wifi at that time you just get the generic error message]
• Can your other devices find your Wi-Fi network name (SSID)? -I have tried to enter my wifi by name, also i have tried to use my phone's hot-spot and that has not worked either.
• Do you only have one Wi-Fi network, or are there others? If yes, Do any of them end in _ext? - no other networks [I have an EERO mesh network that has been in place for 12+ months and this thermostat ran fine on that network from feb-mar until Sept 2023.
• Are you trying to connect to the 2.4 GHz or the 5 GHz network? - 2.4 and 5 [reference EERO manual]
• Can your other Wi-Fi-capable devices (phone, tablet, computer) connect to the internet through your Wi-Fi network? - yes - all other wifi devices in the house or working without issue
• Has your thermostat ever connected to your network? -Yes - it worked well from Feb-Mar 2023 until Sept 2023 and started having these issues.
  • Are there any recent network changes, like a new router or a recent move? - no recent changes
  • Was there a change to the network name or password? - no recent changes
• How far away is the thermostat from the router? - The thermostat is 8' 4" [living room EERO], 19'~ [basement EERO], 27' 9" [M-Bed EERO].
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat? - no - the closest thing to the nest thermostat is 2 light switches [8"]
• What's the software version of your thermostat? - i have done a factor reset on this device 10+ times at this point trying to trouble shoot - so whatever it was shipped.
• Are you controlling your thermostat from the Nest or Google Home app or the thermostat display? If from the Nest or Google Home app: Is your mobile device on a different Wi-Fi network than the thermostat? - I am not able to get the Nest to connect to the app - however, i have a Nest app on my iOS device that is on a google account [which this was also recently changed when i migrated to the google account as part of the troubleshooting process from the old Nest app username and password - still no change in the behavior of the thermostat].

Slow Thermostat - we walk up to it [does not turn on] we twist the dial and push the front [nothing happens] after 30 seconds~ it will light up and you can make adjustments.

[zoeuvre]

Hi there,

Thanks for the information. Since all are good in terms of Wi-Fi connectivity yet the thermostat still shows offline, please gather the power readings of your thermostat's battery, VOC, VIN, and lIN under Settings > Technical Info > Power. We'll check for it to identify if the battery and the power that your thermostat receives contribute to the thermostat being offline.

Regards,

Zoe 

[Nest422]

That info was in my first post - but i can reshare:

Power:

Battery - 3.904v [Today's number: 3.894v]

Voc - 34.96v [Today's number: 34.79v]

Vin - 34.96 [Today's number: 34.79v]

lin - 200 mA (c) [Today's number: 200 mA (c)]

-I have a common wire on this system so have constant power to the thermostat

[zoeuvre]

Hey Nest422, 

Gotcha. By any chance, have you seen any codes or message on the thermostat Settings > Network? Also, to check more on your Nest Thermostat's connectivity, connect it to a mobile hotspot and let us know how it goes. 

Thanks,

Zoe 

[Nest422]

Those questions were already answered above -- but i can repost them:

No errors are on the screen.

Network = "not connected"

-will not find any wifi network - including my iOS hotspot 

Nest App= "None"

-Will not connect when trying to use QR code

[Jenelyn_O]

Hello there,

Thanks for sharing all the information above. I'd like to give it a shot. Could you please try to factory default your Nest Thermostat again? Follow the setup process and once you're in the Network setup, while your thermostat is looking for any connection, press and hold the display for 10 secs or until the thermostat restarts again. After that, go to your thermostat’s Quick View menu, turn the ring to highlight the gear icon, and see for any messages or codes. Let me know what you'll see there.

I appreciate the help, Zoe.

Kind regards,

Jenelyn

[Nest422]

While running the set up - after the factor reset- the nest app would not connect (with QR code or typed code).
-next reset the device, for the 20+ time, skipped the nest app section.

went into the internet connect section, hit continue, while this was going on executed the 10 second hold while looking for the network.
-once the device completed the hard restart during network setup it prompted me to connect to the nest app (I skipped this again).
-this time I selected network connection and let it search-no network found (search ran for about 7 minutes before the screen went black. At this time I waved my hand but no response. Pushed the bottom and after 30~ seconds the screen returned and it was still search for internet. I hit some at this point and manually setup the other items to get my unit running again).

-current network is available and the speed test shows:

940 MBPS up

24 MBPS down

When i return to the "gear" after all of this i do have an "!" icon but i just says "no internet connection".

-Prior to this thermostat i had a gen 2 nest installed for 6 years - never a single issue. Removed it as part of a color update to the house and that was the reason for the change - after 7~ months we are now having these issues.

So can we process a warranty claim yet?

Thank you.

[Jenelyn_O]

Hi Nest422,

Thanks for giving the steps above a whirl. May I know when you purchased your Nest Thermostat? Please be advised that the Nest Learning Thermostat has a two year warranty, and the Nest Thermostat E and Nest Thermostat 2020 have one year warranty. If your thermostat is still in its warranty range, please let me know so we can check for any options.

Best regards,

Jenelyn

[Nest422]

The device was purchased Feb-Mar 2023.

[Jenelyn_O]

Hi there Nest422,

Thanks for that information. Please fill out this form as I'll hand it  over to our team for more options. Please let me know once you're done. 

Best,

Jenelyn

[Nest422]

This is just a thread form - it does not capture any info needed to process a warranty claim. 

[Nest422]

To be more specific:

Feb 28 2023 it was ordered online [Lowes.com] and was delivered on March 2 2023

"
Nest Learning Smart Thermostat (3rd Generation) with WiFi Compatibility - Brass.

[Jenelyn_O]

Hi Nest422,

Got it. Please let me know once you're done with the form.

Cheers,

Jenelyn

[Nest422]

Done.

[Jenelyn_O]

Hello there,

Thanks for filling it out. I received your form. I'll hand it over to our team, as it will help them to check for replacement options. Please keep an eye on your inbox or messages as they will get in touch with you soon.

Thanks,

Jenelyn