Nest Thermostat 3rd gen lost wifi connection, now cant see any signals to reconnect

[gertrobinson]

Thermostat has been working fine for nearly a year.  Then this morning I woke up to find the boiler going outside of normal schedule.  Nest App says Nest thermostat offline. Tried to reconnect but its not finding any wifi connections even after restarting the thermostat, the router and standing right net to it with the phone hotspot on.  

[Mirkobolotin]

That happened to me after a power outage. I had to reset the thermostat. I hope that helps. 

[gertrobinson]

Unfortunately not. I did a full factory reset after talking to the ISP for an hour to establish that the router is fine!  Still can't find  a wifi signal even after the reset!

[jimg9453]

I have the same problem. Troubleshooting steps didn't solve the problem and apparently Google does not support their products.

[Markjosephp]

Hello folks,

I'm chiming in to see how I can help.

@gertrobinson and @jimg9453, I'm sorry to hear you're all having an issue reconnecting your Nest Thermostats back to the Wi-Fi network, and I appreciate all the steps you've taken.

Please check the battery level in the Technical Info settings under the Power option. If it drops to 3.7 Volts, pull the thermostat display from its base and charge it via a USB charger for an hour before plugging it back in. When the thermostat drops its battery level, it has a tendency to disable its smart features, such as the Network connection and wake-on-approach features, in order to save battery.

Thanks for sharing, @Mirkobolotin. I'm glad to hear that the reset helped reconnect your thermostat to the Wi-Fi network. 

Let us know how it goes.

Regards,
Mark

[gertrobinson]

Hi Mark, every check has been done. The technical info setting do not show the battery option. I checked all the advanced setting in the wifi hub and all are as required. I spent an hour on the phone with the Internet provider and there is nothing wrong with the internet hub. I have reset the thermostat. I have restarted it. I checked and double checked all settings. It does not see any wifi signals. Not mine or any.  The electrician has come, an ex computer scientist at that, and tested the wifi receiver. He is satisfied the chip that managed the wifi has failed. It is being exchanged under warranty.

[Markjosephp]

Hi gertrobinson,

Oh no! Thanks for letting me know. We'd be happy to take a look at this for you. Could you please fill out this form with the needed information? A member of our senior support team will be in touch over email to help. 

Best regards,
Mark

[jimg9453]

Hi Gert Robinson, How were you able to initiate a warranty exchange?  I submitted a warranty email two days ago and have not received an acknowledgement response from Nest that my email was received or is being processed. I originally contacted Dell where I made the purchase and they responded with 24 hours and indicated that I needed to contact Google/Nest.

[EdmondB]

Hi everyone,

@jimg9453, we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. 

Best,
Edmond.

[jimg9453]

EdmondB, It has been 8 days since I submitted the Warranty Claim Form and no one has reached out to me.  Do you have any idea  if and when I will be contacted.  I would really like to have a working thermostat.  

[Markjosephp]

Hello jimg9453,

We know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team; I'll get back to you as soon as I have something to share.

Regards,
Mark

[jimg9453]

Hi Markjosephp, 

It has been 19 days since I submitted my warranty claim form for my failed Nest thermostat.  It is supposed to have a two year warranty and it failed after just eight months.  Nine days ago you said that you would get back to me when you had something to share.  What does that mean?  This should be very simple - you either tell me you are going to fix it or you are going to replace it.  I initially spent five days weaving through your support articles and diagnostic procedures multiple times before finally finding and submitting the Warranty Form.  I believe that 19 days is an excessive amount of time to wait for a response to my request or is this Nest's normal procedure.  Am I going to get a response or should I be disposing of the thermostat and buying a different brand?

[Markjosephp]

Hi jimg9453,

We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. I followed up on your case with our team, and please check your email from time to time for an update.

Thanks,

Mark

[Markjosephp]

Hey there,

Let me know if you need anything from me, but I am just seeing how the conversation is going via email. In the meantime, we'll leave this thread open a little longer for follow-up questions and concerns.

Best regards,

Mark

[jimg9453]

The new thermostat is working fine. It got hung up initially on an "updating software" screen but I was able to reset the unit and start over and everything went smoothly.

[zoeuvre]

Hi jimg9453, 

Awesome! I'm glad that everything has been sorted out. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.
 

Cheers,

Zoe 

[jimg9453]

I had checked the voltage at 3.895 as part of the troubleshooting procedure and my wake-on approach is working fine.  I submitted a