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Nest Gen 3 Thermostat can't see any WiFi networks (suddenly)

rgaila
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Jamiedawsonyoung 

Just noticed that the Gen 3 Nest Thermostat has been without WiFi for approx days (says the Nest app) I've reset the device, factory reset the device, reset the network etc. Still nothing. No problems before in finding the networks. I can see lots of other similar issues but no resolution that's been posted publicly. Might be the WiFi chip others have mentioned?? Please help, weather turning cold in the UK.

 

23 REPLIES 23

DRock
Community Member

Hundreds if not thousands of us in the same boat. Congratulations you've got a good old-fashioned wall thermostat with no Wi-Fi connectability welcome to nest.

sriramfeb14
Community Member

Hi, I have exactly the same issue. My Nest thermostat has suddenly decided it can't find or connect to any WiFi.
It has been perfect  since I bought it. However yesterday it said not connected to WiFi. I have gone into network settings on Nest and get the message "Your network may be hidden or too far away". I have reset the network settings on Nest. I have rebooted my WiFi router several times, I have done a full reset to factory settings on Nest.  Every other device in my home is working perfectly on my WiFi. I have even removed the only other wireless devices in the room to remove any chances of interference. The Nest still gives the same message. The Nest is about 1 meter away from the router. My router supports both 2.4 & 5 GHz and they are named differently so there could be no confusion there.
It must be faulty. How do I fix/replace. I can't find any number for Nest customer service.

pbd
Community Member

And another with the exact same issue!  How do we fix this Google???

srdayman
Community Member

Same problem here. Nest thermostat can't see any wifi networks, including the neighbours'. The thermostat is less than a year old!

DRock
Community Member

They've been pretty silent on this...

sriramfeb14
Community Member

Hi I called up customer care and they had sent me a replacement device at no cost. You can try your luck.

FabianMartinez
Community Member

Same with my Nest Thermostat  Gen 3, Really very disappointed with the product

It's really a shame that they can't fix WiFi issues with these. For cripes sake, they're Google! You can't fix WiFi connectivity issues with your products? Losing faith here...

pbd
Community Member

Makes me laugh.  Once their update disabled wifi, how would they go about fixing it?  Can't receive any more updates since it can't see networks any longer.  LOL it's not like you can connect a Ethernet cable in place of the wiireless.

You need to call their customer care and get a replacement device.  That's what I had to do.

They basically killed the devices when their update caused the wifi chip to stop working!

DRock
Community Member

Keep on laughing it's good for your health, but a very naive response to my message. Wifi can be reconnected and then they can fix or they could repair the device. Neither of which they offer. Send one back and get a new one? Only relevant if still under warranty. 

pbd
Community Member

1. if it could be reconnected to wi-fi it wouldn't have the error!  The wi-fi chip is disabled due to the update, thus the problem.  It would take a physical direct connection to repair.

2. My device was no longer under warranty and they made the free replacement!  Did you try that? 

3. Naivety does seem to be your dilemma in this matter.

DRock
Community Member

1. You assume your know the problem. Mine lost connectivity but was regained by in person reset, hence once again connected which could them be updated if that was an issue.

2. Was told it was out of warranty and was not offered replacement or even examination.

3. Your assumptions speak volumes for you... Goodbye

pbd
Community Member

1. You  are one of the very lucky ones, most who have suffered this error the manual reset did nothing.  Yes I was one of those that could not recoup the device regardless of what was attempted.  So it appears your assumption was also incorrect!

2. Sorry they told you that you were simply out of warranty.  When I was on the phone with them I explained that the device worked without issue until they sent the update via the internet.  Then I was offered a free replacement!  Again, sorry that didn't work for you the same way.

Personal attacks, began with you, sadly, but I hope you have a better day!

DM725
Community Member

Just went through useless 30 minute session with Nest support chat.  They recommended I just buy another one since my 3rd gen is out of warranty.  Funny how the older 3rd gen I have upstairs and the 2 Nest Connects have 0 issues.  It's a defect and they're just telling us to spend more money.  I'll be telling everyone that'll listen not to buy Nest Home products.  As mine inevitably break, I'll be replacing them with a different brand.

DrD
Community Member

I have the very same issue.  My nest has worked flawlessly for the past 5 years, then 3 days ago it just decided to disconnect from wifi.  I have done everything imaginable and offered through website.  No way to connect to Wifi and won't let me reinstall the device to the app either.  Very frustrating and wasted hours on my Sunday to basically have only my manual functionality.  What's the solution Google?

 

DM725
Community Member

DEL1
Community Member

Same issue the NEST suddenly stops seeing all Wifi networks. I have received a replacement and after a few days same issue. Not sure why this happens. I like the thermostat but if I can’t have it online it loses the point of being a Smart device.

Sundowner
Community Member

How do I contact them if I'm in the UK - seems to only be US clients serviced!

Bert5968
Community Member

How did you get in touch with Google to get a replacement, there's no customer service phone number. And when I try to do the customer support online it keeps sending me in circles. You think with they would have someone live to talk to as big as google is. I dont think ill be purchasing any more google products.

sriramfeb14
Community Member

https://support.google.com/googlenest/gethelp?hl=en

i followed the above link and I was able to chat with an agent who helped me get a replacement after asking a few questions and asking me to check a few things with the device.

Sxc66
Community Member

Nest gen3 Wifi not able to link up my wireless networks 

YongOgle
Community Member

Is there customer service phone # for my issue with not working nest thermostat?