Nest Learning Thermostat connectivity issues (Wi-fi and App)

[JD_Hinton]

I’m having the exact issue someone else previously posted…

I have one nest on the first floor and a second nest on the second floor.  They were both connected to wifi and the app and working fine.  Until one day about a month ago the nest on the second floor randomly disconnected itself from wifi.  I have reset it, reset to factory settings, tried different networks, nothing works.  Really frustrating that it just disconnected and won't reconnect and it’s hard to get support or to talk to someone to get a replacement. 

[NotImpressed]

I am having the exact same issue and have gone through all of the "steps" to reset to factory, reset the WWN, removed and reloaded the app, and still am unable to get either of my "learning" themostats to work.  Very frustrating and hoping someone will respond to help!

[Jenelyn_O]

Hi there,

Thanks for reaching out and for being a step ahead of us. I'm sorry for the delay. Could you please try to connect your Nest Learning Thermostat to your mobile hotspot? It will help us to isolate where the issue is coming from. Also, what is the exact message or code you see on your thermostats? 

Best,

Jenelyn

[NotImpressed]

Sorry posted in the wrong reply, I replied to the original message. 

 was able to connect my thermostat to my mobile hotspot but was still unable to connect to the app. I went to add to the app and it went through several steps and said it was trying to add but then came back with "Your thermostat couldn't be added to your account. Check the app for more info."  No additional info was available on the app. When I selected the "Learn More" button it went to the next screen which stated "For help, go to nest.com/m15"  Then the only option I have is to go back to the first error or reset device which is the only way out of that screen.  I did then re-connected to my wifi without issue but am still unable to add the device to my account. That took me to the same error page but when I hit learn more it says "For help, go to nest.com/troubleshoot"  and then can only go back or reset device.   

Hope that helps

[Markjosephp]

Hello folks,

I wanted to stop by and see how I could help.

Thanks for the help here, Jenelyn.

@NotImpressed, thanks for letting us know that you've tried reading it, but it keeps you on the same page. Here's what we can try; please give these steps a shot and let me know if they work.

1. On your thermostat itself, press and hold the screen for 10 seconds until it shuts down to restart.
2. When ready, go to Settings > Reset > Account Connection > Reset.
   1. This will remove the existing account and disconnect it from the Wi-Fi network.
3. Once done, go back to the Network settings and reconnect it manually.
4. Open the Nest app and ensure that the thermostat is no longer linked.
   1. If so, proceed with the Nest App settings on the thermostat and select QR code.
5. Proceed by adding it to the Nest app.
   1. If the same issue occurs, create another home structure and set the thermostat.

Regards,
Mark

[Jenelyn_O]

Hi everyone, 

@JD_Hinton and @NotImpressed, I just want to check if you were able to try the steps provided above. Please let us know how it goes. You can check out this link for additional reference. 

I appreciate the help, Mark.

Best,

Jenelyn

[Jenelyn_O]

Hi there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Thanks,

Jenelyn