Nest Thermostat - Connection Issues

[Darrendixon]

Recently changed from BT broadband to Fibrus fibre. Since then, my Nest app frequently shows the device as not connected. 

The Fibrus installation included an Eero 6+ which uses a single SSID for 2.4ghz and 5ghz. I have tried numerous steps to try and resolve the issue but still no joy. 

The Eero device cannot be split to 2 SSIDs and nor should I need to really. I can temporarily disable 5ghz however this is only for 10 minutes intervals. I have moved the thermostat as far as physically possible from the Eero device in the hope it sticks with 2.5ghz but again no joy. 

Why does the thermostat connect to 5ghz if it does not work? 

Or is this not actually the problem and something else causing the issue?! 

[SoriaD_]

Hello @Darrendixon 

Thanks for reaching out to our Nest Community; I'm happy to help you with the Nest Thermostat network.

I appreciated the information you provided me. Nest thermostats certainly need a 2.5 GHz connection to maintain a stable and accurate connection; however, I understand your frustration and I will do everything to find a solution to this situation.

Let me start asking you what Nest thermostat model you have?
Does the thermostat display show any error codes or messages?
Can your other devices find your Wi-Fi network name (SSID)?
Can your other Wi-Fi-capable devices (phone, tablet, computer) connect to the internet through your Wi-Fi network?
What's the software version of your thermostat? You can confirm that in your Nest Thermostat on Settings > Technical Info > Display.

This detail will be very helpful to delineate the solution for your situation. 

Feel free to keep us posting, and we'll work to get a resolution.

Best regards,

Douglas.