Nest Learning Thermostat 3rd Gen keeps disconnecting from WiFi

[dcregg]

I got the Nest Learning Thermostat 3rd Gen about 2 months ago. I have had nothing but issues since. It is completely unusable and unreliable. 

On my Android app I go to turn up the thermostat and nothing happens. Then a minute later it says nest disconnected from wifi X minutes ago. They only way to get the nest back online is to go to the device on the wall and physically twist the knob to adjust the temp and then everything start working again. The app jumps back to life. I think the nest keeps disconnecting from the wifi but maybe there is another issue. THe nest is plugged in via usb to a wall socket and it sits right beside the wifi router. 

Also something i turn on the hot water on the app and it starts counting down but does not turn orange colour to indicate its actually working. I think this is wifi related too.

At this stage i would just take a refund for the device. Is that possible?

[Markjosephp]

Hello dcregg,

I'm sorry for the trouble this may have caused you — let's see what's going on and why your thermostat keeps disconnecting from your Wi-Fi network.

To isolate:

• Does the thermostat display show any message codes or reports?
• How far away is the thermostat from the router?
• Do you only have one Wi-Fi network, or are there others?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
• Check the software version of your thermostat.
• Gather the power readouts under the technical information settings on the thermostat device itself.

I'll look forward to your response.

Thanks,

Mark

[dcregg]

Hi Mark,

Thank you for your reply.

• Does the thermostat display show any message codes or reports?
  • No. It looks like there is no issue when there is. 
• How far away is the thermostat from the router?
  • 1.5 meters. Very close.
• Do you only have one Wi-Fi network, or are there others?
  • Just one wifi network.
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
  • Baby monitors in the house but never sitting beside thermostat
• Check the software version of your thermostat.
  • its at the latest version. I update it regularly 
• Gather the power readouts under the technical information settings on the thermostat device itself.
  • I will do this but Im not sure what im looking for. More info on this would be appreciated 

[Markjosephp]

Hi there,

Thanks for the details. To get the power readouts, please go to your thermostat's device settings, navigate through the technical info, then select power. Also, I found a helpful article to troubleshoot Wi-Fi and connection issues for the Nest Thermostat with recommended router settings. Please let us know if that helps.

Regards,

Mark

[Markjosephp]

Hi dcregg,

I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Regards,

Mark

[Markjosephp]

Hello dcregg,

I'm checking in to make sure that you've seen my response. If you have any further questions or concerns, please let us know before we lock this thread in 24 hours.

Thanks,

Mark