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

[DISatified]

I have done all the various steps they have suggested as well.  Tried to phone.  Could not find a number so used their "system" and left my name, problem, what I did to try resolve it, phone number, 3 days ago and still have had no call from them!!!

[Lewpro]

I used the online chat - had to wait a bit, but was able to finally chat with a representative 

[RichN]

I'm having the same issue, wifi connectivity sudden;y no longer works after 8 months.  It's under warrantee and I applied online to have it replaced but no one has responded as to how I can do this, it's been 2 weeks.

[MatKat]

I’m having the same problem with a replacement to fix that problem. I think this is a problem that a solution hasn’t been found. 

[Lewpro]

This is obviously a problem with the unit.  As others have mentioned, I suspect a sub-standard Wi-Fi model file. After 2 replacements, neither of which worked properly, I finally called my alarm company who installed it originally. They are coming this week to replace it. I intend to talk to the tech about the problem and see if there is another option. Regardless, Nest (Google) needs to address this.

[Rel79]

Resolved. After 24hrs i put back my original display and it showed my wifi settings again. Still had difficulty adding back to nest app. So followed instructions to reset nest settings one more time. Wifi settings got wiped off as expected but this time it detected all wifi signals around it. So added my home wifi details and then nest app setup worked. So now i have new base plate and original display that was winning combination for me +24hrs of idle time on original display. 

[Mlydick79]

I’m having the same issue

[Lewpro]

I finally got a new working unit - I had gotten the original unit thru my alarm company, so called them and they brought me a new unit. All is well!

[DISatified]

Wow!So glad to hear that something worked out for you!

[YK_2023]

I am one of the many victims. Google is aware of the issue. I don’t understand why they are not fixing it. None of the many solutions that they offered on this site works. I had tried them already before coming to this site anyway.

My biggest problem is, if I have a problem with any non-Google product within the warranty period, I can use a phone number. Why is Google wasting our time with, well, useless information. I opened a case which has been under investigation (they say "We're working on it") for 3 weeks. 

Very frustrating!

[BrentSh]

I’m having the exact same issue.  Followed all troubleshooting recommendations but the thermostat refuses to connect to WiFi. Other devices do with no problem.  

[Markjosephp]

Hi everyone,

I know it has been a while, but I wanted to ensure that everything was covered here.

I'm glad to hear that some of you were able to have it replaced. If anything ever comes up and you need our help, feel free to create a new thread.

For those thermostats that are showing a W5 message code. If you haven't had a chance to contact our team, please fill out this form with the needed information. A member of our senior support team will be in touch over email to help. Let me know once you're done, so we can move forward.

Best regards,
Mark

[BrentSh]

Hi Mark - I've completed the  form, but have not received any response.  How can I contact someone to resolve ?  Thanks,

Brent

[Markjosephp]

Hello there,

I appreciate your effort, @BrentSh. But we haven't received it yet. Can you please submit another one so I can elevate it to the team? Thanks.

For users who can't see their network names on their Nest Thermostats but no message code shows. Please check the battery level in the Technical Info settings on your actual thermostats. If the status is at 3.7V or below, pull the thermostat display and charge it via USB for an hour to recharge. A low battery would disable it from the network in order to save the battery.

If the battery level is above 3.7V, perform an Account Connection reset in the Reset settings. This will unlink the thermostat from the account and forget the Wi-Fi network. Then, turn on the mobile hotspot and try to see if the thermostat detects any networks available nearby. If the same issue persists, perform a factory data reset and attempt to set up the thermostat without connecting it to the Wi-Fi and skipping the Nest App option until the setup is complete. Lastly, check if the thermostat shows any message codes.

Keep me posted.

Best regards,
Mark

[JSS]

Same for me. Filled in a ticket a month ago heard nothing

[Markjosephp]

Hi JSS,

I'm sorry to hear you haven't received any response from us. I'd be happy to check it out for you and take some action.

Can you share with me your support ID number? Also, does your thermostat show any message codes in its network settings? I'll look forward to your response.

Regards,
Mark

[jimga99]

Still no Wifi network can be found. Nest Thermostat as been working fine until yesterday. Need to resolve this please.

[Qgchang]

I have the same issue. 

[Collinfe]

Hi there,

I've tried all the troubleshooting tips above but my nest still can't find the network.