Nest Thermostat Support Form

[Jeopardylvr1]

Hi everyone! I’ve been seeing lots of posts about the Nest learning thermostat not seeing wifi networks. My Nest worked for about a year and then suddenly couldn’t see ANY wifi networks when the rest of the house is working. Resetting doesn’t work and so I filled out the support form here. How long has it been taking them to get back to you all? Did they stand behind their product? Thanks!

[EdwardT]

Hi Jeopardylvr1,

Thanks for reaching out. I'm sorry to hear that you're having an issue with connecting your Nest Thermostat to your WiFi. I'd love to know more about this and I have a few questions:

• What type of Nest Thermostat do you have?
• When did the issue start?
• Are you getting any message when your Nest Thermostat fails to connect?

Looking forward to your response.

Thanks,

Edward

[Jeopardylvr1]

Wow thanks Edward for reaching out! My nest is the Nest learning thermostat and I purchased it about 2.5 years ago (to my recollection) and it stopped working about 12 months later during COVID. I have been trying to diagnose ever since when I have had time. It was all sync’d up to my app and then one morning suddenly it wouldn’t connect. After that point I have tried resetting it many times but there is no error code, it simply just senses no wifi networks but I am in a condominium complex and there are like hundreds of networks around (including mine). I loved this thermostat for its functionality but right now I’m manually setting temperatures each day. Can you assist me?

[EdwardT]

Hi Jeopardylvr1,

Thanks for the response. How far is your router from your Nest Thermostat? To isolate the issue, could you try enabling your phone's hotspot and check if your thermostat would detect it.

Thanks,

Edward

[Jeopardylvr1]

Hi Edward, that’s was a cool solution that I hadn’t thought of trying. I turned my hotspot on and the nest did not detect my phone’s hotspot. I then checked on my computer and verified that it saw my phone’s wifi (to make sure it wasn’t the phone) if that makes sense.

[EdwardT]

Hi Jeopardylvr1,

Thanks for the update. If your Nest Thermostat detected your phone's hotspot, that means that your Nest Thermostat is working fine. To isolate the issue, could you try rebooting both the thermostat and the router.

Thanks,

Edward

[Jeopardylvr1]

Alrighty so I reset my wireless router (and unplugged the modem and made sure all the firmware was up to date) and reset the Nest and it’s giving me the same result. It turns on and when it gets to the point where it wants to connect to wifi it does not detect networks. It seems to control my HVAC system perfectly but with manual controls only and no connection.

[EdwardT]

Hi Jeopardylvr1,

Thanks for trying the steps. Is it possible to move the router closer to your thermostat?

Thanks,

Edward

[Jeopardylvr1]

Hi Edward,

Not currently as the router is right near the device. The device also doesn’t detect my phone’s hotspot.

[EdwardT]

Hi Jeopardylvr1,

Thanks for the response. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[Jeopardylvr1]

Thank you Edward, this has been filled out. 

[EdwardT]

Hi Jeopardylvr1,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Edward