Nest E Thermostat disconnected from WIFI

[valmichel]

My thermostat disconnected from the WIFI a week ago and it will no longer reconnect. I have tried everything; resetting the modem and router, reset of all the thermostat settings to factory original and disconnected from my Nest account. Nothing works and I simply cannot reconnect to WIFI. As an aside, I have two other thermostats and they are fine. Thank you in advance for your replies. Mike.

[GarrettDS]

Hey there valmichel, 

I'm so sorry to hear about your thermostat being disconnected from you wifi for over a week now, I know it can be frustrating but I'm happy to look into this for you. 

Would you mind letting me know what troubleshooting steps you have taken to try and fix this? Also, are you getting any error messages? 

I look forward to your response. 

Best regards, 

Garrett DS

[valmichel]

Hello Garrett DS,

I've tried several things; restarting the thermostat, resetting the thermostat's settings, resetting the WIFI settings, restarting the Google mesh, unplugging the modem. I have three thermostats in total; the other two function well so I tried plugging the defective thermostat into the other two locations to no avail. I have even unplugged all broadcasting units in the same room that could potentially cause interference; including the Google assistants and Blu Ray player.

The only message I get when I try to connect to WIFI is "Cannot connect/w2. I believe the w2 is an error message?

Thank you for your help.

Valmichel

[GarrettDS]

Hey there valmichel, 

Thank you so much for providing us the steps in which you have taken to try and fix the issue. W2 is an error message that happens on the thermostats and I appreciate you providing that to us. 

I was able to find a great article that I suggest reviewing. 

The W2 error occurs on the Nest thermostat whenever your Wi-Fi access point may have security settings enabled that prevent your Nest thermostat from connecting.

Have you recently switch router?  Or is there any updates that had been happen on the router that you are using to prevent the Nest thermostat on connecting?

You can try these troubleshooting steps as well: 

If you haven't been able to connect Nest to your network, your Wi-Fi access point may have MAC address filtering turned on. You'll need to add your Nest's MAC address to your access point's authorized list or disable MAC address filtering entirely. Nest's MAC address is listed in Technical Info.

Each access point's settings are different, so check your device manufacturer's support page to learn more:

• Apple
• Linksys
• Cisco
• Netgear
• Belkin
• Dlink

To make this easier, I suggest for you to call you internet service provider so they can change it for you.  

You can also try to connect the Nest thermostat using a mobile hotspot and see if it will connect to it. 

Let me know how it goes.

Best regards, 

Garrett DS

[Jake]

Hey valmichel,

I just wanted to reach out, and see if you still needed any help. Please let us know.

Best regards,

Jake

[valmichel]

Hello Jake,

Thank you for your reply. I got my thermostat to reconnect after more than a dozen tries. It remained connected for about two days and then it mysteriously disconnected from the wifi and has remained so for the past four days. I have tried everything possible to get the thermostat to reconnect to no avail. I have two additional thermostats which I connected to the same spot and they both connected without issues. I am just about convinced that it must be deflective as the other two thermostats have no problems connecting to the wifi.

Thank you,

Valmichel

[Jake]

Hey valmichel,

Sorry to hear you ran into the issue again. That is not ideal, and I would be happy to help look into this further. Thank you for also providing me with the troubleshooting steps you have already tried.  Do you mind me asking if you are running into any error messages on either the thermostat or app? Please let me know, so I can look further into this for you.

Best regards,

Jake

[valmichel]

Hello Jake,

Thank you for your reply. My thermostat has been back offline now for eight days. I have done several restarts, several resets of all the thermostat settings, resets of Google WIFI and modem, unplugged all transmitting devices within the same room, removed the thermostat from the Nest app and  reinitialized the thermostat and Nest app. I also plugged my other two Nest thermostats into the same outlet and they both connected to the WIFI without issue.

Thank you,

Valmichel

[ai]

Hello valmichel, 

Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 6-4120000031957.
Kindly,
Ai

[Jake]

Hey valmichel,

Sorry to hear you are still having issues with the device. I have escalated this to higher team to review. You should have already received an email from our Team with more information. To be sure you have your case number for that, I have posted that below. Please let me know if you have any trouble seeing the email, as I want to ensure you are good to go.

Case ID: 6-4120000031957

Best regards,

Jake

[Jake]

Hey valmichel,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions from here, please feel free to create a new post.

Best regards,

Jake