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

[HS]

I am having the exact same issue.

[stevenbieser]

I am having the same issue

[GinaBassett]

I am having the same issue.   

[HotSauceJunkie]

I am having this exact same issue and have tried all of the above things

[Jarred]

I am having this exact same issue. Started just a few weeks ago. Tried everything including a hotspot from my phone held right next to it. Nothing shows up.

[Jarred]

The only thing that DID fix this was a replacement of the Nest unit. In my case, the parts/labor were covered by the warrant from the original installer, but not the cost of the visit to have the guy confirm that it needed to be replaced ($150). Oh well. Fixed now. Good luck all!

[AlinAlinAlin]

Same issue

[BenMacD]

I am having this same issue.  I've followed all of the steps including removing the thermostat from my account and then re-adding it to get it to connect using the Wi-Fi settings on my phone and still no luck.  It also refuses to recognize manual settings when input into the thermostat directly.

[Limerockracer]

Had same issue,  was working fine since purchased earlier this year and just lost the ability to find my network.  Did resets of it multiple times and my router to no avail.  Called Google Nest helpline and they are sending a replacement unit. 

[Nickey610]

Did the replacement work for you? It did not work for me. 

[Limerockracer]

It did .  Set it up and it came right on

[kms418]

Replacement did not work for me either 

[drazalyeu]

Got the replacement unit. It came in faulty. Wouldn't turn on. Spent 30 min with support. Now I have to send my old device back. Wait until Google gets it. Then call them back and ask for another replacement. Meanwhile, I have to buy a regular thermostat and while I wait for Google to get their s*!t together. The worst part, that they made me pre-pay for the faulty equipment they sent. So at this point I paid for two units, non of them work. Shame. 

[blargg]

I bet it's like the new one I got. The internal battery discharges and it won't charge the battery itself. I had to open mine and manually charge the battery a while, then the thermostat saw some charge and charged it the rest of the way. Still didn't help because the WiFi didn't ever work. A never-used unit with already-broken WiFi.

[4LbTestTrilene]

Very sketchy on their part and likely poor training of the associate you spoke to.  Process SHOULD be that they ask you for a credit or debit card number and then do a "pre-note" a type of authorization that "sets aside" the cost of a new one and then send you the new one right away, while you keep the one you have as a dumb thermostat until the new one comes.  As soon as your item is returned (as soon as the return label is scanned by a shipper), the pre-note is cancelled, so that you never actually paid anything.  Kinda like a deposit.  That they didn't offer you this... man, that sucks.  Maybe call them back and ask them to do this for you?

[Rel79]

Did not work after replacement either.. whats next ?

[zsantana]

What is the number? If you don’t mind me asking

[frozenrican22]

what phone number did you call?

[nmarusin]

How did you contact Google nest helpline? I'm having this same issue

[EdDias]

Hi Nmarusin, I called Google for support. Their support staff took me through the troubleshooting you see in the chat over and over again. It’s abundantly apparent that they used a sub-standard network device in these thermostats and do not want to address the problem directly. They replaced my device more than once, but the issue continued to present with the replacements (over time).

best I can suggest, invest your money in a more reliable device. 

[mxb11]

i am having the exact same issue as well and my Nest thermostat has been working for 2.5 years

i did everything in your post and called Nest Support and did all of the troubleshooting again.

Nest support told me to buy another one! very disappointing.

[Jasmoose]

They just told me the same thing. Mine is only 2 years old. Very disappointed with their customer service!

[4LbTestTrilene]

Yeah, at over 2 years out, you are sadly... screwed.  Even purchase protection on a credit card that doubles your warranty would only get you to 2 years.  I am currently having so many problems for Eyewgle. The nest mini hub can't see other devices now, maybe its radio is dead too.  They changed things to "encourage" us to buy google video and chrome cast devices so that my Abode camera can no longer be displayed without buying one first (used to work great).  "Don't do evil" my shiny metal butt.  I am planning to replace everything, probably with Amazon or even KasaSmart or SmartThings, which have all three never failed or even irritated me.

[Limerockracer]

Looks like the warranty is 2 years unless installed by a Nest Pro and it was registered by them .  Seems like they should standby it.  I would call again and ask for a supervisor 

[SSR-NJ]

I’m having the same issue. I’ve two thermostats when I interchanged them the problematic thermostat  doesn’t work

[ilemming]

I just have wasted hours with the tech support. I tried explaining that I have a legit defective device, that for no apparent reason, just can't find wifi anymore.

I told them that I have another device of the same model that doesn't have these issues (two thermostats in the house). That I have already tried all sorts of things: rebooting, resetting, disconnecting from the base, moving to another base, completely shutting it off, tweaking router settings, connecting manually, etc.

The person calmly and patiently forced me once again to reset and make multiple attempts to reconnect. And finally, once I proved that the device was not working correctly, they have told me that the warranty had expired and they couldn't replace it. And there's no discount I could use to buy a new one. To my question: "what should I do with the old unit? I don't want to add to the e-waste, maybe I could send it back to Google, and they'd refurbish it or something?", the person said: "Maybe try selling it online. I'm sure someone would buy it for the basic thermostat features. It still works, right? Just doesn't connect to wifi..."

I looked it up - it seems that's a fairly common problem with these things. So, after everything you try, it still won't connect - when you call the tech support, first thing: ask them if the device is still eligible to be replaced (in case it turns out to be a fluke). Otherwise, maybe don't waste your time, because they'd honestly try to help you and ask you to try things. Things you may have already tried.

[moto1]

Exact same thing as everyone on here.  Sometime last year, I tried everything to get the WiFi connectivity.... soooo soon after warranty expires this happens?  It was replaced once before and worked well for about 2.5 years and then towards the end of last year this happened.  

[apflood33]

Same issue.

[Dhaval]

I am having the same issue any suggestions how to resove the issue?

[mxb11]

Unfortunately, i had no luck with google and ended up buying a replacement unit. this is unacceptable as this seems to be a common problem occurring just after the warranty expiration.

[GolfmanWL]

Same issue for me. Working fine one day then suddenly - with not router, app, or any other changes - just won’t find ANY networks. 

[Nikunanna]

I tried everything on online help but still can’t find my Wi-Fi it was working fine suddenly showing me no Wi-Fi connection.

[Mike-KC]

Add another household to the "broken wifi" chain.
It appears this is a common issue, and I will be leaving reviews on all sites I can regarding it, and the fact Google won't stand behind their product and replace the defective units.

[Mike-KC]

Update:  After escalating the ticket via support unsuccessfully, I contacted Nest via Twitter, linking to this page.
Of course they ask to take the conversation private, where they proceeding to inform me there was no way they could replace the unit, but, hey! it "mostly works" if I ignore the main reason I had for purchasing (remote operation)
After I replied on twitter to update the world the private message didn't go anywhere, they sent me another private message rehashing everything they've said so far:
"Our Social Media team informed us about your replacement request for your Nest Thermostat E that's unable to detect networks. We know you're already informed about this — we've checked this with our team for a possible exception, however, this device is already past our support coverage.."

[blargg]

I bought a new sealed-in-shrinkwrap Nest E and out of the box the battery was dead and wouldn't even charge. I opened it and charged the battery manually until it was enough for the unit to finish charging. Then once I get it all wired up, Wifi is totally dead, just stays on the searching for networks screen. I've reset network, reset the entire device, restarted several times. Sounds like they won't help me with this. Definitely going to avoid them in the future. Should have gone with the Honeywell basic WiFi thermostat that just works.

[Spamfast]

Similar issue. My daughter got an E from her energy supplier a few months ago. Now I've got time to install it, it took the best part of a day to power up to the G screen & then the pairing icon, multiple attempts to get it talking Bluetooth to the app on my phone and now cannot find any of the multiple 2.4GHz & 5GHz WPA2, WPA3, mixed WPA2/WPA3 networks provided by the Netgear WAC124 and TP-Link TL-WA1201 v2 access points I'm using.

[cheman2608]

If it is still under warranty get a replacement.

[xCommando]

My wifi also just randomly stopped working a few weeks ago. Contacted nest and Google, but obviously I'm past the 2 year warranty and waiting for Google to get back to me with the holidays going on. I'd be surprised if they replace mine out of warranty and if they don't I absolutely won't be buying another one. It's pathetic that the wifi can fail after two years on something like this but I have Nintendo DS's whose wifi still works to this day.

[Scott1971]

Same is now occuring with my Nest Connect used for the take lock.  So annoying.

What is with the Google device crapping out on their wifi?  Bought a new connect device, no issues.  Crappy quality they are pumping out.