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Nest E thermostat fail to connect

Johoora
Community Member

I received my google nest thermostat and heatlink in July.

It has been working fine uo until now. The wifi has disconnected and I am unable to reconnect.  The app says failed to connect and to check internet connection.

the thermostat doesnt respond to clicks or rotating. It doesnt show anything on the thermostat screen other than this home sign. So i cannot connect to internet manually cia thermostat and i cannot check the settings on the thermostat. 

I have recharged the thermostat and hard reset but still doesnt make any difference.

 

14 REPLIES 14

Vladut
Community Specialist
Community Specialist

Hi there, thank you so much for reaching out. Can you please send us a picture of the display?

Vladut
Community Specialist
Community Specialist

Hi there, just checking in with you. Did you manage to check the above message?

Johoora
Community Member

E9FFE807-616A-422C-9076-CD59B66DDE77.jpeg

2B952012-9CC1-4E69-85BC-11878B79E11B.png

Johoora
Community Member

This is what sign shows on the thermostat

AlexD
Community Specialist
Community Specialist

Thanks for letting us know @Johoora

 

Let us try a few things: 

 

  1. Restart the phone or tablet. If possible, try a different mobile device.
  2. Restart the thermostat display. Press on it for 10 to 15 seconds and wait for it to boot up.
  3. Toggle the phone or tablet Bluetooth Off.
  4. Wait for about one minute and toggle it back to On.
  5. Sign out, quit, and restart the Nest app. Sign in again.
  6. Make sure the thermostat is close to the router, or as close as possible while being plugged in.

Best regards,

AlexD

 

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. Are you still having issues with the thermostat? 

Johoora
Community Member

Hi yes im still having trouble with the thermostat it doesnt work. I followed instruction provided also tried a different device no success

AlexD
Community Specialist
Community Specialist

Sorry for the late reply. Do you get the same message as before or was there a different message in the Nest app when you tired to add it this time? 

Johoora
Community Member

Hi yes still the same message. Just says unable to connect and picture of a house. Also no response to the thermostat when i turn the dialer or even when i press down on it. Just a house picture shows

AnaM
Community Specialist
Community Specialist

Hey @Johoora,

 

Please let me know if you still need help.

Johoora
Community Member

Yes please still does not work

AnaM
Community Specialist
Community Specialist

Hey @Johoora,

 

Here are more things to try:

  1. Bring the thermostat as close to the router as possible
  2. Put the mobile device on airplane mode, then enable Bluetooth and Wi-Fi.
  3. Create a new home structure on your Nest app and try to add it there.
  4. Create a mobile data hotspot and try to connect the thermostat to it instead of the Wi-Fi network you have at home.
  5. Make sure to try and add it both by scanning the QR Code and manually entering the Entry Key.
  6. Reset the thermostat by pressing on the display like this: press+ press+ press& long hold.

Make sure you try to pair it after each step. Let me know how it goes.

AnaM
Community Specialist
Community Specialist

Hey there, do you still need help with your thermostat?

AlexD
Community Specialist
Community Specialist

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, AlexD.