Nest Thermostat Disconnected from wifi

[valmichel]

Hello again all,

I was provided with an incident reference number 6-4120000031957, awhile back and I replied with the required information but I have not heard back. Incidentally, my thread has been  closed. 

Thank you. 

[GarrettDS]

Hi there, 

Apologies for the thread being locked, we lock threads when there has been inactivity or haven't heard from the OP. For your issue, please continue to communicate via the email that you received and our team will be in contact with you. 

Appreciate the follow up. 

Best regards, 

Garrett DS

[GarrettDS]

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

[valmichel]

Hello Garrett,

Thank you for your reply. Re. incident # 6-4120000031957. I believe I mentioned earlier that I have tried everything possible that I could think of to get the Nest WIFI to reconnect; in fact, it did reconnect once but it remained connected for only a day. I have tried resetting the thermostat, network settings, WIFI router, modem and disconnected any transmitting devices that could cause interference with the thermostat. In fact, I went through the motions dozens of times to no avail. As I mentioned earlier; I have three Nest Thermostats in total and the other two work fine, I even connected the working thermostats in place of the defective one and they are able to connect without issue. Furthermore, I connected the defective thermostat in place of the working ones and it does not connect. As an aside, I did some research and discovered that Google is aware of the WIFI chip "issue" in some of it's thermostats. 🙂

[GarrettDS]

Hi there, 

Thank you for providing that information, and I encourage you to continue to communicate via the email from the case that was created for you. That team will be the best ones to help you as we are unable to provide any further help. 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

[valmichel]

Hello, 

I did communicate on two or three occasions to the original email from Google Nest Support and never received any response. I am not sure how/where to escalate the communication process. Thank you. 

[GarrettDS]

Hey there, 

I totally understand that and would continue to communicate again through the email that was sent to you and ask them if they can escalate the case further for you. Do you happen to have a case number? I may be able to escalate this further for you. 

Best regards, 

Garrett DS

[valmichel]

Hello,

Yes, my case number is 6-4120000031957

Thanks for your help. 

[GarrettDS]

Hey there, 

I apologize, I realize that you had sent that earlier in the conversation, but thank you for sending it again. I have escalated this case for you. 

Best regards, 

Garrett DS

[Jake]

Hey valmichel,

I wanted to follow up and ensure you are good to go. Please let me know if you have any questions from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[valmichel]

Hello Jake,

No, nil response from customer care regarding my case # 6-4120000031957. I received the initial email a few weeks back and promptly responded with all of the required information to get my case moving. I never heard back since then.

V/R

[Jake]

Hey valmichel,

I am sorry you have not heard from our Team yet. I have bumped your ticket to ensure you are getting a reply. Please let me know if you have any trouble getting the email from our Team in the next 24 hours. 

Best regards,

Jake

[Jake]

Hey valmichel,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake