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

[PJS459]

3rd generation had 3 years warranty so they do replacement 

[rawnc]

I had exactly the same issue just happen with a thermostat that Google actually replaced just under 1 year ago. I just spent about 40 minutes on the phone with their support and ran through all of the steps...be warned.

1. Restart the device
2. Restart wifi access points/router
3. See if it will see a wireless hotspot from my phone
4. Completely reset all settings back to factory.

No luck at all. When they looked up my account they determined that since I bought the ORIGINAL (not the replacement) device in mid-2020...the one that had to be replaced 18 months later in January 2022...that this replacement device, that is less than a year old, is out of warranty because of when the original one was purchased. Know how most companies will have at least some warranty on a replacement one, even if less time? Not Google/Nest.

The agent said he "checked all his resources" (which when I asked meant he searched a knowledge base and he said talked to his supervisor, which I seriously doubt there was a real discussion), that the only option was for me to buy a new one. 

I have a total of 4 Nest Thermostats and 5 of their cameras across 4 different houses I own...have been a customer of Nest a long time (10 years or so)...before Google bought them. And during the conversation, I very calmly mentioned that...and asked "is this what I should expect of the quality of your product? That they don't even last the warranty period (original)...they don't even last 1 year (replacement)?" I asked why would I pay $250 for a thermostat that, so far, has only lasted 18 months for 1 and less than 12 for the other? That clearly this is a defect...that I am not blaming him/Google/Nest...I am simply saying there is a component in the device that is defective, because I can't image someone putting out a product at this price point that wasn't expected to last even a year. Do they not stand behind their products?

I realize I was talking to someone who doesn't have the professional level or even authority to do anything about it, but I was curious what the response would be. To see if there was any true "customer support" ethics and avenues within the department (having run those departments before in my career). All he would say is "is there anything else I can do...the warranty was out". And I replied saying I understood him...but did he understand me? What else could he help with if the product isn't of the quality that one would reasonably expect for that type of device and that price point...that I have now had 2 that failed to even last the 2 years they warrant them...and one under a year. I paused...and he hung up on me. No joke. I just heard the dial tone next. Again...I wasn't animated or aggressive in any way...wish I would have recorded it. But this says a lot about the product...not just the hardware, but also the "support" people behind it. Both are of poor quality and unable to handle/perform according to the level a reasonable person would expect. Sad really, because historically these were great products. Clearly they have gone downhill from this thread as well as my own experience. Someone in leadership needs to seriously launch Operation Jerry Maguire over there.

I guess I now understand why there are no ratings on the Google shop website where you buy these things...

[akmandala]

This is so sad, I have the same exact problem and was hoping to get replacement of the replacement (in my case that was under 2 years), but very unlikely I will just use it as a 'dumb' thermostat. Thermostat and heatlink are operate indoor, nowhere near the challenging environment of video doorbell or outdoor camera, clearly they cut corner with the part quality.

[LucianDiana]

I have the exact same issue.

[Sundowner]

I'm having the same issue. Have had the Nest for 9 months and have just changed my wi-fi router and the Nest thermostat can't find any networks whatsoever. I've tried all the recommended steps and nothing works. Anyone know how I can get them to send me a new thermostat?

[PJS459]

Call the support line

[Jastroud]

To update my issue.  Spent a good deal of time with Customer Service running through fixes, most that are already posted in the community.  After no luck, they issued a replacement.  Had to purchase a new display, with a hold being placed on my card.  Hold was released once old display was returned.   So far, new unit has been working as expected. 

[Popcrop]

Not sure what causes this to happen or why it happens (and frankly it is clear that google doesn’t know as well) but here is some background on my setup and a temporary fix I found.

I have 2 nest 3rd gen thermostats and 2 sensors. My WiFi setup is 3 Ubiquiti access points throughout my townhouse. One extra thing I noticed is that once the WiFi connection goes out, the thermostat takes a REALLY long time to wake up. Normally when you walk by, it wakes up right away and you can see the display. First thing is if you can get your thermostat replaced then do it. Luckily mine were under warranty. However, I have replaced 1 thermostat twice already and the other thermostat once. Not the most ideal to have to submit a warranty claim and get it replaced every few months when it craps out. For now, on the last time I had a warranty replacement I replaced the unit and the base (the thing the wires go into) and on that thermostat it hasn’t gone out (for now, we will see what happens).

Ok, as for the temporary fix, here is what seems to work.

1. On the thermostat, go to Settings->Reset->Network

2. Remove thermostat from phone by going to the thermostat in the nest app and at the bottom click “remove thermostat”

3. Reboot your phone. (This setup I got from a subreddit post where people were having issues connecting to their sensors . I don’t know just go with it)

4. Hold done on the thermostat until it turns off and on. Do this step until in Settings->Nest App it says not connected. For me, I had to do it twice. Seems that resetting the network settings isn’t enough for it to realize it’s not connected to the app.

5. Reconnect the thermostat to WiFi by going to Settings->Network. At this point it was able to find networks again.

6. Add the thermostat in the nest app. Under Settings->Nest App on the thermostat I got an entry key (which confirmed for me that it was connected to the WiFi and working) and used the entry key to set things back up in the nest app on my phone.

[iamnito]

My thermostat disconnected from my wifi, last week, i did all the reboots, restarts, and even added continuous power cable to the Thermostat. Still can't connect.  

[Chazz]

It probably won't. I made the mistake of doing a factory reset. With no WiFi I bricked it. Had to replace.

[LJ2020]

I am experiencing the same issue. My Nest Learning Thermostat will not find any networks. I have done a factory reset on the nest, reset my router, and attempted to try to connect again. repeated the steps with reset but still will not connect. I also  have another Nest Learning Thermostat on the same network and no issues with that one.

Can someone please assist with this?

[Popcrop]

Have you tried the steps from my comment? 

[iamnito]

where is your comment? 

[Popcrop]

Not sure what causes this to happen or why it happens (and frankly it is clear that google doesn’t know as well) but here is some background on my setup and a temporary fix I found.

I have 2 nest 3rd gen thermostats and 2 sensors. My WiFi setup is 3 Ubiquiti access points throughout my townhouse. One extra thing I noticed is that once the WiFi connection goes out, the thermostat takes a REALLY long time to wake up. Normally when you walk by, it wakes up right away and you can see the display. First thing is if you can get your thermostat replaced then do it. Luckily mine were under warranty. However, I have replaced 1 thermostat twice already and the other thermostat once. Not the most ideal to have to submit a warranty claim and get it replaced every few months when it craps out. For now, on the last time I had a warranty replacement I replaced the unit and the base (the thing the wires go into) and on that thermostat it hasn’t gone out (for now, we will see what happens).

Ok, as for the temporary fix, here is what seems to work.

1. On the thermostat, go to Settings->Reset->Network

2. Remove thermostat from phone by going to the thermostat in the nest app and at the bottom click “remove thermostat”

3. Reboot your phone. (This setup I got from a subreddit post where people were having issues connecting to their sensors . I don’t know just go with it)

4. Hold done on the thermostat until it turns off and on. Do this step until in Settings->Nest App it says not connected. For me, I had to do it twice. Seems that resetting the network settings isn’t enough for it to realize it’s not connected to the app.

5. Reconnect the thermostat to WiFi by going to Settings->Network. At this point it was able to find networks again.

6. Add the thermostat in the nest app. Under Settings->Nest App on the thermostat I got an entry key (which confirmed for me that it was connected to the WiFi and working) and used the entry key to set things back up in the nest app on my phone.

[Poly]

Same thing just happened to us; we’ve only had the thermostat for 2 months but I might just see if I can return it to the store and get a different product since this seems to be a common and unsupported issue. Thanks but not thanks, Google.

[bristol]

same exact issue.

[Poly]

I was able to return our defective Nest to the store and replaced with an Ecobee. Ecobee’s support team is already leagues beyond my expectations. We’ll see how long we go without issues, but so far so good. Highly recommend dumping Google Nest for Ecobee.

[Barnabo]

After 2 weeks installed, No network is showing. I tried all the several steps, restart, reset network, all settings, changed location to be closer to the router(i have 5 thermostats in total), teethering, I still don't see any network. What is surprising is when I open the Network settings, it looks like the thermostat freezes and takes more than 20 seconds to open the menu. Thereaftzr it is searching for networks, with none available(my router, my mobile). 

[Lightforce1911]

My nest just stopped working today on wifi. My two nest fire alarms stopped connecting to wifi years ago and I didn't think anything of it. Then my nest home screen started doing it. Now my thermostat. I wish I would have stopped buying their junk. Why are they putting cheap wifi cards in their products???

[Carl72092000]

Same issue, i got mine 3 months ago and it started to have this issue 3 weeks ago and i just noticed.

What can i do? Does google send a replacement?

[Shb419]

Yes! Mine was 2 years out of warranty and they still sent me a replacement after contacting them via chat and running through the troubleshooting. 

[akmandala]

That is lucky.. mine was a replacement due to heatlink issue back in 2021 (no problem on the Display), after lots of trouble shooting steps, with few different agents, lots of email thread, in the end no replacement, not even a discounted purchase..

[Shb419]

I’m sorry to hear that. I was very surprised they replaced mine without question. Maybe because yours was a replacement? Or maybe I did just get lucky. This just happened to me 2 weeks ago. 

[Barnabo]

Yes, mine got replaced, but I have another one which failed... very poor reliability.

You need to chat with them, run a series of tests. After that, they ship a new one and you need to return the defective one, all paid.

[sean92mac24]

Same issue and have tried all the above to include doing a factory reset.

[Chazz]

Before I did a factory reset, the Nest still worked manually. After I reset, it was bricked because without WiFi it could not be set up.

[sean92mac24]

I tried the manual setup before, but even that wasn’t working. This seems to be a frequent issue. I have had Nests at the other three homes I’ve owned and never ran into this issue before.

[astallones]

I'm having this issue too

[sean92mac24]

I sent a request to Nest three weeks ago and it’s been radio silence. Would really like them to stand by their product.

[PJS459]

I called them. Google owns them now. Mine was bricked by a software update. They replaced it.

[UCJose]

I am having exactly the same issue.

Looks like it is a NEST hardware problem. 

[HerbertHum]

I'm having the same issue

[Ccnmarlow1]

I’m having the same issue.  Is there an answer for this ?

[Nickey610]

None of the troubleshooting the company provided worked so I had to get a new thermostat.  I  submitted my proof of payment and since it was within the time frame I received a replacement in the mail.   I have had no issues with this one since.  

[HerbertHum]

Tried all the troubleshooting over chat with a customer rep and no wifi.  Determined it was the Display unit.  The rep said it was out of warranty (just by 4 months) and when I complained that I haven't had any electronic product fail shortly after warranty period, I was passed onto a senior customer rep who then noted the wifi issue and said it was under warranty.  So I got my replacement Display today.  

If yours is out of warranty, I suggest you ask for a senior rep.

[mjmmjm]

Thermostate doesn't see any networks.  None of the support suggestions corrected the problem. Router is right next to the thermostat. Other devices are connected. Restart of router does not help. Restart of thermostat does not help. Battery voltage at 3.811V and no low voltage message only network not available message. Google search shows Google has replaced the thermostat when having this issue. Please contact me 303-885-3194

[Mike-KC]

This is just a community forum. Nobody from Google monitors this forum.  You will need to contact support and hope they do better for you than they have most of us.  Best wishes!

[JSS]

Mine does this too! Can't contact support as keeps saying 'Please try again during support hours.' I have tried several times of the day.

[mocapmat]

Same issue here. 

[gpedroza]

I have the same issue