Nest Thermostat e - not connecting to WiFi

[bananamedic]

So I have been happily using the nest e thermostat for almost 2 years. 

Recently I changed from fibreoptic broadband to 3 mobile boradband on the ZTE 5g router. 

initially after setting up the new broadband, all of my google/nest products worked perfectly, except the nest thermostat said it couldn't detect the heat link. So I followed all of the guidance - moving them closer together etc.

I also:

- made sure there was WiFi range to the heat link

- restarted the thermostat e

- restarted the heat link

- changed the batteries in the heat link

- restarted my router

- did a factory reset of the thermostat e & heat link

- did a factory rest of the router and wi-fi

- ensured that the 2.4GHz & 5GHz channels were separate

Now I'm in a vicious cycle of 3 error codes and either not being able to detect wifi, or detecting it and coming up with an error code when trying to connect. The 3 error codes I am getting are as follows: TD006 (6007), TD04 (4060) & TD018 (4060).

Begining to loose my mind with this as have been trying to resolve this issue for almost 3 hours now. 

[GINBALCIUS]

I'm having the same issue, even bought a replacement display since a lot of internet seems to have done just that and still, it finds the wifi and as I'm typing in the pass word I get the Something went wrong We're having trouble finding and wi-fi network TD004 (4060). I just switched from Xfinity to Verizon 5G.

[bananamedic]

Try downloading the app on another device and doing the set up there - solved my issue straight away. 

[bananamedic]

I ended up getting google support to call me, we went through a host of issues together and sent out a new thermostat e for my - highly recommend the support guys, they were excellent. 

[Markjosephp]

Hi Everyone,

Thanks for reaching out and apologies for the delay. 

@bananamedic — Sorry to hear that you're having issues connecting your Nest Thermostat to your new WiFi network. But I'm glad that we were able to address your concern by contacting us. 

@GINBALCIUS — We appreciate you've tried finding a fix. Let's find out more about what happened. How far away is your Nest Thermostat from your router? Also, could you give these steps a whirl?

1. Go to your Nest Thermostat Settings > Reset > Account connection; reset and follow the prompt.
2. Once rebooted, go back to Network settings and try reconnecting it back to your WiFi network.

Let me know how it goes.

Regards,

Mark

[bananamedic]

For anyone following this post, I solved the issue by downloading the nest app onto another device - for some reason it set up with no issues. So if you've ran through all the wi-fi settings, reset everything and are in a cycle of error codes, try the app on a different device.

[Jeran]

Hiya bananamedic,

Thank you for coming back with your fix, we really appreciate it! We'll keep this thread open for a bit to hear back from GINBALCIUS, or if you had any other questions.

Best regards,

Jeran

[GINBALCIUS]

everything has been reset so many times I have lost count. I tried adding it from the nest website and it told me to install the app, I have the app in Pixel 6 Pro, and it finds the wifi and while I am entering the password for wifi I get the error message and I am 2 centimeters away from smashing to bits because that is the only thing that will bring me happiness at this point, because this is garbage. I have 5 cameras, a door bell, 2 nest hubs and other things connected and they are fine except this stupid thing. And the only other device I have is an ipad and I can't even sign in to the nest app.

[bananamedic]

I was the exact same, and funnily enough had pixel 6 too. I used my Samsung tablet to set it up again and now can operate my heating though my pixel now it's set up. Could someone maybe loan you a phone or tablet to let you try it? I reset everything, including my WiFi router back to factory settings, played about with every setting you could think of to no avail. As soon as I downloaded the nest app onto my Samsung tablet, it set up with no issues at all. 

[GINBALCIUS]

I just gave away my pixel 3 and 5 to friends 🥹

[bananamedic]

Oh no lol. I would honestly try a non-pixel android device and see if you can get round it that way. 

[GINBALCIUS]

I don't know how or why but after pressing the try again button on the error page very angrily several times it got added to the nest app again... So it resolved itself.

[Jeran]

Hiya GINBALCIUS,

Oh, well, that is good to hear! Did you want me to leave the thread open for a day or so to make sure everything is working properly?

Best regards,

Jeran

[Williew]

Having the exact problem.... And I have a pixel 6!

Been using the thermostat e for 18 months and tonight it disconnected from WiFi. Trying all sorts of things to reconnect and have now reset it but cannot connect. All my Nest protects seem ok. This is hard work!

[bananamedic]

Do you have any other devices you could use to reconnect it? I used my Samsung work phone and it worked perfectly, then I went back to using my pixel. Xx

[Williew]

Lol.

I have tried everything. I didn't work on my partner's phone (a pixel!) And the kids have all got pixels too! One of the kids does have a Samsung tablet but I can't sign in on it because of the parental controls from the Family link (Google!)

Having done more internet searching it appears that most people resolve the issue by simply getting a new thermostat. A bit nuts.

[bananamedic]

I got 2 new nests sent out from Google and neither worked, but once I reset everything and downloaded the app to my Samsung it went through perfectly and I haven't had an issue since. 

Could you take the parental controls off whilst you downloaded it then reset it?

If that doesn't work, I highly recommend getting a callback from the Google support team, they were great with me. 

[Williew]

So I've been in the phone to Google support this morning for the past hour and a half. Turns out the issue is with Android 13 and Google phones. Tried my HP laptop but that didn't work and in order to get Samsung tablet allowing me to add my Google account I would need to delete my daughter's account!

So I need to find another phone or tablet (non Google!) Currently charging an old Kindle Fire.

Just goes to show.. Don't put all your eggs in one basket.... Thanks Google!

[bananamedic]

That's disappointing, hope you get it sorted with the kindle. Hopefully Google are working on it. 

[Williew]

Thanks.

Currently trying on an older Sony Xperia Compact..... Still no go....

[bananamedic]

Have you tried doing a factory reset and resetting the WiFi? I did that too, might be a combination of things. Hope you get it sorted, if not give them a call and I'm sure they'll send out a replacement. 

[irek]

So you are fixing it by adding again with a different phone? But how if it does not connect to wifi?

[Williew]

So after trying anything and everything, including trying with an old phone Google sent me a new thermostat and everything worked fine. They did admit that there was a problem with some Pixel phones and thermostats communicating but in the end the new unit solved my problem. Thanks all

[irek]

Thanks for the clarification. I am in this unfortunate situation that it is my 3rd Nest thermostat and it is the 3rd one that stopped seeing wifi after 18 months. When I purchased the first one and it stopped working i was moving house so I did not bother to replace it Then I purchased 2nd one and roughly after 18 months it stopped connecting to WIFI this time it was December 2021 I contacted them and they did send me the replacement but as you see it lasted only 18 months and the same issue this time they are saying that my warranty expired in 2021 with the second thermostat and they can not replace it anymore. I do not wish to buy 4th one just for another 18 months. I do not believe that they can just sell something that they are aware will brake in 18 months.

[Williew]

Agreed, it should just longer than 18 months, surely this must be a software issue.

Guarantee is 2 years on these, they should honour this. I bought mine direct from Google so no problems

[irek]

they do not replace as they did not extend the warranty when they replaced the thermostat 18 months ago