Nest Thermostat Suddenly can't find ANY wifi network. Are replacements still sent out?

[rgaila]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Brittin Fontenot 

I woke up today and my Nest Learning Thermostate can no longer detect or connect to a WIFI network. The device has been working fine with the same router and network for 2.5 years. The display says "Your WiFi network could not be found" and when I go to WiFi settings it says "Searching. No Networks found yet." Does Nest still send out replacements for the bad wifi problems these devices have had since 2020?

It looks like I'm having the same issues shown here: https://support.google.com/googlenest/thread/19997505/w5-error-problem-have-tried-all-the-troublesho...

I've tried all the troubleshooting steps here:

https://support.google.com/googlenest/answer/9249211?hl=en&ref_topic=9362023#zippy=%2Creset-your-the...

I've checked that my settings are all correct:

https://support.google.com/googlenest/answer/9240155?hl=en-GB#zippy=%2Ccheck-that-your-router-and-ne...

Model: NEST_THERMOSTATE_DISPLAY_3.4

Software Version: 6.1-9

[cheman2608]

OK, so where is the "Community Specialist" when we need one????  There has to be an acceptable solution to this!!

[KarlC]

Yep guess what.. 3 days ago mine has decided to join its family of over priced loada crap and can no longer learn to find WiFi. Maybe it's just a backward gadget that's overrated. I have only had it 6 months. I would of loved to of had it 2 years working properly. I'm going to ring support tomorrow just because I fancy getting wound up by a useless **bleep** on the end of the phone. This definitely needs to be looked into. So I am up for any signing too for any legalities regarding this gimmick worth no more than a fiver. We pay the extra money to have luxury operation of no human contact  not to stand there like and push it manually for £180! Google you are too big to give 2 ***** for your customers as I will find out tomorrow.

[Vhabosfinnm]

Well after looking over all these complaints I guess this is a common issue. I have the same problem and find it hard to believe there is no solution.

[Ut01901]

My nest did the same thing two months after warranty expired and now nest or Google will not do anything I’ve been on support for the last hour and 30 minutes with no resolution other than I need to buy another one which I will not do now and will never purchase another nest product again

[Vhabosfinnm]

turns out mine is still under warranty so will be getting a replacement. But it took 4 hours on the phone because the links they sent did not work. If it happens again I'll live without the internet since my choices are limited since I have no C wire

[ryananderson713]

I’m having the same issue and can’t seem to find an answer. 

[Vhabosfinnm]

The only answer is to get a new one. If it is under warranty they will replace it otherwise it is on your dime.

[Sean134]

My nest cannot find any networks at the exact same time my cellphone can see 7 networks (including my own). I have tried all the steps and I still get this  Wi-Fi connection error nest.com/w5

[cheman2608]

So, my latest approach is through National Grid.  I bought my Nest through NG and I sent a complaint to them.  Maybe that will help me get some action.  I will let you all know how this works out.  In the meantime, if anyone else has made a purchase through your electric service provider, maybe you might like to shake them a little for help.

[gches]

Same issue. One day stopped recognizing ANY wifi. Seems like a known defect.

[Mike-KC]

I contacted a lawyer about a class-action suit.  I may not hear anything back, but maybe something will happen!

[PavelR]

Having the same issue. About a year ago had to replace both of my Nest thermostats when stated having this issue and one of the replacement units just started reporting same error again. Will be reaching out to Google support to get a replacement unit. Hopefully this time around it won’t take 3 months it did last time around. 

[Jasmoose]

Just had same issue as everyone else, spent 2 hours with tech support only to be told it was out of warranty. What a big POS! 25 months it worked and then just stopped out of the blue…SMH. What else are people buying?

[michaelfour]

Same issue as everyone else.  I've had it for 27 months.

[Mike-KC]

update.. Evergy (electric company) came and installed a Ecobee Thermostat on Friday. The installer told me there have been a lot of issues with the early versions of the Nest. He said it seemed like an update bricked a lot of them.  He had a lot of customers complaining, and he replaced quite a few.
Good luck everyone!  I'm moving on, but keeping my receipts in case the class-action happens 🙂

[moto1]

Let us know how the Ecobee works a year from now!

[staylor]

I’m having the same issues. 

[Rooraz]

Same issues. I saw a you tube video where the unit just has to be replaced. But finding support to replace it seems to be the challenge I’m having

[Unhappynest]

Adding my two cents; my Nest learning thermostat died after a month of use. Wifi totally crapped out and the OnTech guys were kind enough to do all the in between work and get on the phone with Google once they were on site to look at the thermostat. Confirmed the unit was dead and needed replacing. Replacement is on the way from Google. Def will not be buying another Nest in the future - there seems to be a pervasive issue with these thermostats that Google doesn’t seem to be terribly interested in fixing. Shame, thing looks nice at least…

[Unhappynest]

As an aside, holy crap Google Home is a terrible app. Even when they thermostat was working it would ALWAYS add it to the wrong Google “home” (I have two houses). No matter how many times I added it to house A, the Nest appeared under house B. Eventually gave up because you have use a SEPARATE Nest app anyway to set up schedules…

[jfritz94526]

Unbelievably poor. Wifi won't connect, seemingly no way to change set programs. This has been going on for months, and finding support has been a terrible experience. I just want my money back at this point

[Lutzrj]

Mine died this past weekend.  Cannot find any network. I’ve had mine for a while.  It is a Nest 2.  Never had an issue until now.  Sounds like I need to look for another company for a replacement.  Who do you recommend?

[BizdevBB]

I fear that we have the same issue. Nest thermostat will not find ANY wifi network in our house, after working fine forna couplenof years. How do I reach Google’s Nest support? Thanks!

[Unhappynest]

Only solution seems to be to get a new one. Not great but Google (ironic) exchange my Nest and you should get the number. 

[Johno669]

I am having the same problem

[Bigoak2021]

I am having the same issue

[TimE]

I'm having the same issue. Strong wifi in that area can't' be found. I've tried restarting and resetting. It sounds like there is no support from Nest??? I don't see how to reach them. I've got 3 Nest thermostats and deeply regret the decision.

[schtibo]

i have tried all of the suggested remedies.  i have another nest device that is working properly and is set up the same way.  all the suggestions for rounters and wifi have been tried.  

[schtibo]

I finally found a solution to my problem.  I updated my routers firmware and that fixed it.  Mine was a netgear nighthawk, and as soon as I did that, the nest errors cleared up.

[curtisc]

Just say class action.

[nest_user_oc]

I'm another victim of this defect, no networks found out of nowhere.  No replacement as it's out of warranty.. oh well.

[livmueller]

I am currently having all of these exact same issues. 

[BenX]

I'm also having the same issue. Infuriating. And a colossal waste of my time.

[UnhappyNest99]

 My Nest stopped connecting to my WiFi 25 months after I installed.  Based on responses here if refusing to replace it, I will not purchase another one.   

[bobmccr8]

I have reset the thermostat, reset the modem, tried everything. Very frustrated. How do I CALL somebody?

This thing was purchased July 21, 2021. Less than a year and trouble with the unit.

Please send me a replacement.

Bob McCreight

[Mike-KC]

Hi Bob. There is nobody on this web site from Google. These are just other owners, frustrated by the poor reliability of this product.
Since you are in warranty, you should be able to talk with support and get a replacement I would think. Good luck!

[bobmccr8]

who do I call? I cannot find a contact number and get a big run around trying to use the online support.

[schtibo]

try checking your router and modem firmware.  My nighthawk needed a firmware update and that fixed the nest error somehow.

[4LbTestTrilene]

I wanted to share at least what worked for me.  Based on info here and elsewhere, I could see that getting the infamous "w5" error and that my thermostat could not see ANY SSID's at all, I went to Nest Support and started a chat like this:

"Nest Learning Thermostat Gen3 can not see any networks. I have:
- reset/disconnected the account
- reset the entire thermostat and redone setup
- rebooted my router
- ensured that (multiple) networks are visible at the thermostat location without interference (differing channels, I've always had it that way).
- Yes, lease time is >2 hours at 24 hours actually
- Multicast on LAN is enabled
Just one day, "poof" and it suddenly could not connect to the network throwing the "w5" error. Have tried about 20 or 30 times to get it working, all failed. If I go into Settings\Network on the thermostat, I am directed to nest.com/w5. If I select done, it begins scanning for networks, but none are found, despite having quite a few in 2.4 and 5G, all with excellent signal and discoverable by other devices without issue.

My thermostat is still in warranty, so I'd like to ask for a replacement."

The associate/tech who helped me connected to remote control of my thermostat and diagnosed the problem, then agreed to send me a new display unit.  They were able to do this where I wait for the new unit (so I don't expire from the heat without my a/c!) which will have a shipping label to return the old one.  If you are within two years of purchase, you can do this too!  If you are not... if you purchased with American Express, you likely have extended warranty coverage from them which doubles the manufacturer's warranty for damage, loss, or failure.  Hope this helps someone.

[moto1]

Mine came with my new AC unit or was installed by contractor.  They also replaced the first one (less than a year).  Now it's been over 2 years.  The new one gets good reviews.  Wondering if wiring works the same.  But, reluctant to get Nest for same issues...