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

[ruenhual]

I am having same issue on one of 3 Nest I have. How can we get this resolved? Ruseell

[4LbTestTrilene]

I recommend you start a chat or have Google call you and ask for a replacement (see my post above on what to say that makes it easier, just copy and paste that if you like).  They will ask you to approve remote access to the thermostat, so make sure it has power and is on.  They will confirm that the radio is dead and then explain the replacement process, or at least that's what they did for me.

[moto1]

Hey thanks!  Except mine just past the warranty... I would consider purchasing another, but am very reluctant for the same issue or just a scam that you have to buy a new one every 2 years - no thank you.  A fix - yes.  If they did an update remotely, they should provide us with a link to update with fixes.  That should not be too difficult?  You'd think they should be able to do with the App.  C'mon Google software engineers.

[4LbTestTrilene]

Reading all the unhappy comments here from folks who have experienced this planned obsolescence, I agree that Google/Nest is not worth the effort.  I will be replacing mine with Alexa versions as I've never had any problems with Amazon devices and the automations/routines there are some of the most mature shy of SmartThings. It seems home automation is home to a lot of ripoffs. Abode is another one with horrible service and crap products to avoid, IMHO.  It might be worth asking about replacement anyhow, also, if you paid with American Express, they will double the warranty for you and just rebate you what you paid.  I don't know if other cards have similar.  Someone above said they were seeking to form a class for a lawsuit.  If that goes anywhere, I'd join in, though you can be pretty sure that all you will get out of it is a coupon for a discount on whatever the latest is 2 years from now 😉

[TimE]

I just ordered another Nest thermostat as my “can’t find wifi because I’m Google and don’t give a crap about you” thermostat replacement. It’s the absolute lowest-end. Smart, but not an annoying learning thermostat. I stuck with Google Nest because of the 2 other thermostats and a Google Nest Protect Smoke/CO2 detector. Supposedly, they talk to each other. Anyway, I need to replace more detectors and previously, Costco Online said it had the Protect. It doesn’t come up anymore. It’s not the top hit in a Amazon search either. Did another Google Nest product bite the dust? The whole company is a disaster, leaving customers with regrets.

[ruenhual]

Just talked to the customer service (a very nice lady in Philippines) and they agreed to send a warranty replacement. Will keep my fingers crossed and see how it goes. 

[4LbTestTrilene]

I think this is the lesson learnt here.  The minute you see the nest.com/w5 error, get a replacement before your warranty expires if at all possible AND, buy it with a credit card that offers you warranty extension.

[nest_user_oc]

Also, if you are past the warranty period, don't waste an hour with tech support trying to troubleshoot it when you and support both know it's dead.  

[moto1]

Yes indeed... 

[ScytaleZero]

This happened to me today. Our gen 3 learning thermostat had been working fine since we got it in March. It suddenly wouldn't see any wifi at all. All my other devices (including lots of google devices) were working fine. I went through the steps with support and ultimately was authorized to have a replacement. I would be really annoyed if I was out of warranty coverage.

[LMWest]

I’m experiencing the same issue. I’ve done all the trouble shooting and it no longer detects any networks. When I enter manually, it doesn’t connect. I’ve reset and restarted it and still nothing. 

[TimE]

Since mine was out of warranty I ordered a new to keep my system Nest (3 thermostats and a Protect detector). I went with the low-end not “learning” model. Since Nest products don’t last, there ‘s no point in putting money into them. The learning is annoying anyway. Just because I set the temperature today doesn’t mean I want the same thing everyday.

[jonauker]

This has happened to me today. Everything working fine then just not. Attempted resetting network and connecting to a hotspot. Wouldn't find a single thing. Attempted a factory reset and still can't find a single thing. Have a camera and 3 smoke alarms that connect just fine. What happened? 

[AlAli]

No replacement has been sent. 

[Sysebo]

Add still yet one more to the list. Very frustrating to not be able to use the Nest for the ONE THING I bought it for. Not gonna even waste my time with CS since it probably won’t make a difference. Will be looking to see if there is something else out there that can get the job done. 

[GuidoO]

I have the same issue.  I tried all the troubleshooting guidelines and nothing.  It can’t find any wi-fi network to choose from

[bhupenpati]

Same issue, tried multiple restart  and reset of both WiFi router and thermostate, no luck. This is not a good thermostate I can suggest anyone.

[jonauker]

I contacted google and let them know about the w5 error. They knew right away it was wifi module was kaput and have sent a replacement to me. Think I just got unlucky with a bad wifi module, but the replacement is on the way. 

[Jweed]

I am having same issue already and my house was just built 5 months ago

[joca]

same issue

[joca]

contacted google still under warranty and got a replacement

[4LbTestTrilene]

Same here, very happy with that process, though I'd feel sorry for anyone out of warranty. I'd really strongly suggest nobody buy one of these used or even refurb.

[Ventabar]

Same issue

[DHi70]

Basically if this happens after the warranty expires, you're out of luck. Google will not replace it, you will have to buy a new one. Currently shopping for something other than a nest. 

[EdwardT]

Hi folks,

Thanks for reaching out. I'm sorry to hear that you're also experiencing this issue. I'd love to know more about this and I have a few questions:

• What type of Nest Thermostat do you have?
• Are you getting any messages when your Nest Thermostat is looking for Wifi?
• What troubleshooting steps have you done so far?

Looking forward to your response.

Thanks,

Edward

[Mike-KC]

Hi Edward,
In my case, I went through all the troubleshooting steps with tech support, only for them to decide it was broke, but lucky me, I could keep using it as a dumb thermostat.  That's when I removed it and replaced it with an Ecobee. 

[4LbTestTrilene]

Hi, Edward, and thank you for reaching out to us.  If you read the entries here (all the original posts from people), you will find a common thread:

1. Our Nest Gen3 thermostats suddenly can't connect to any wifi at all.

2. We have tried every troubleshooting step suggested by Google.

3. Most of us have contacted customer support and have either:

a) Been told that the thermostat is defective and should be replaced (either under warranty or otherwise).

b) Gotten a run-around from help desk folks who don't have the expertise or necessary training/scripts to handle the problem.

The thing that needs to be done is Google needs to recognize there is a hardware fault that is effecting a LOT of people and, when those people are outside warranty, they are left holding a very expensive hockey puck that says Google on the back.  A lot of people are angry, leaving Google, and/or raising class action suits.  If Google would just announce a trade-in program or some such, or a recall (better!), this would be the right thing to do.  Good luck.

[TND20]

Hello 4LbTestTrilene,

The failure to respond from the community specialist is another clear indication of Google not taking responsibility for their failed product. I will definitely get in on a class action lawsuit when and if it comes about. I am throughly dissatisfied with this “expensive hockey puck”.

[TimE]

Nest stuff is defective. I bought a replacement thermostat  just to stay in my Nest “eco-sphere” with thermostats and smoke detectors. I bought it this time time, knowing they’re  crap. I expect less than 2 years  of service. And, I need many more Nest smoke/CO2 detectors. They’ll be crap too.  My advice is don’t do Nest because you’re stuck. They know that. They should have a subscription to keep you baited. Crooked company.  

[4LbTestTrilene]

This won't help everyone, but it may help a few... 

I buy all electronics using my Amex card directly (not PayPal or apple pay, etc...).  When I break something (like I did the DAY I bought a new iPhone and dropped it on concrete) or when it fails, Amex has a product assurance program that doubles the warranty.  I've used the program a few times and it works very simply and easily.  I don't know if other cards offer something similar, but it might be worth finding one you like and using that for all electronics or other expensive things susceptible to failure or breakage.

[msloane794]

Well, it seems that I get to join the ranks of people plagued by this issue.  My Nest Thermostat had been working flawlessly for two years and five months.  Over that period of time I observed zero wireless network problems with the Nest.  Then today I find it in an Offline state, and when I try to reconnect it states "Searching. No Networks found yet." and appears to remain in that state indefinitely. I have reset the thermostat twice, restarted my wireless network (even though no other wireless devices in my house are complaining about network problems).  The Nest thermostat is located about 6 feet from my wireless router, and all my troubleshooting steps indicate that wireless network signal strength and integrity is excellent.  Why would a device work perfectly for almost 2.5 years, then suddenly be unable to connect to the wireless network?  Has anyone heard anything from the kind folks at Google Nest about this class of problems? 

My Nest Thermostat information:

• Model Display-3.4
• Software version 6.2-27

[DHi70]

Why yes! I was told my warranty ended at 2 years and well basically take a hike. 

Warn everyone you know! Google will not stand by their products.

[Denia]

We have the same problem. After reading all this, I will finally stop trouble-shooting. What a rip-off!

[UnhappyNest99]

I reached out to Made by Google on Twitter, started a DM conversation with them, tried all their suggestions, and was finally given a replacement unit.  

[Shb419]

Was it still under warranty?

[samgentlemen]

Add me to the list. I am extremely tech savvy, so tried everything under the sun. After working fine for six months it cannot find any WIFI network out of the blue. 

[DirtyMike]

Same issue, just happened this morning.  Tried all of the above.  Won't take manual wifi settings at all, rebooted thermostat and router so many times, even tried to sync it up.   Need a replacement, I hope Google still does that since it's less than 3 years old. 

[huyhoang]

I have the same issue and have been trying for a week now without success. What can I do now?

[ruenhual]

Just got hung up by Next customer service .. let me recap what happened since my warranty claim that was filed 2 months ago...

As most of you know, once you found you lost wifi connection on your Nest, you try to find the support and most likely you will end up with some customer service agent. The first one (someone in Philippine) was friendly and asked me to go through all the reset routine - and nothing works. He then told me he will issue the warranty replacement - and a "shopping cart" was created which I thought it was for the replacement. 2 weeks later I did receive a box from Google but instead of the replacement thermostat, I received a backplate. After many emails and phone calls, they said I have the mail the backplate back before they can send me the actual replacement of the thermostat. Now it's 2 months after the initial support call, I still have not received the replacement of the defect thermostat so I call the customer support again. A lady name Jade who was on the call and after 15 minutes she said a new ticket is filed and the replacement will be pending the review of their order review team. I asked what needs to be reviewed and why is it necessary she was not able to answer. I express the frustration and guess what? SHE JUST HUNG UP ON ME! What an amazing customer support! I will see how things will evolve as Jade told me some update will be provided within the next 48 hours... I will keep everyone here posted. 

[SgtHoke198]

Google advertises the Nest will pay for itself after 2 years. Sounds like false advertising since you need to replace the entire unit after 2 years when the WiFi craps out. In 4-1/2 years I have had to replace the nest twice for this same issue. Perhaps we are all better off using another product since Google will not stand behind theirs nor admit they have a problem that seems  to occur wide spread with their product a few months  after the warranty expires. This is where a class action suit would be appropriate.