Nest Thermostat stopped connecting to Home App and can't reconnect even after Factory Reset

[SudburyMike]

My Nest thermostat (2 yrs old) has trouble keeping good contact with the batteries and often loses the connection with the wifi (was comcast and switched to FIOS - has trouble with both) and can't reconnect itself. I've taped the batteries so the connection is good, but I still can't get my Home App, which is updated, to connect to either of two Nest thermostats that I have. Note that I only factory reset one of the thermostats so that the other keeps working on the schedule that I'd originally programmed. Sometimes when trying to get the thermostat to connect I get to the point of choosing the WIFI and password, but the app dies and the thermostat keeps saying 'Connecting to WIFI' for a while before it just goes back to showing the temp.

Any suggestions?

[Markjosephp]

Hello SudburyMike,

I'm sorry for the trouble this may have caused you — let's see what's going on.

To isolate the problem, please check the power and wiring info from the thermostat's equipment settings. Also, if the battery status is in good condition, please try the steps here:

1. Remove the thermostat display from its base.
2. Take out the batteries for at least 3 minutes to refresh before putting them back in.
3. Ensure that all wires are still properly connected and tabs are kept down.
4. Once it's ready, Go back to Settings > Account > Disconnect.
   1. If it appears to be already connected. Reset the thermostat to its default settings.
5. Reboot your router for 2 minutes.
6. Proceed by adding the thermostat back to the Google Home app.

Please let me know if that helps or if the issue still persists.

Best regards,

Mark

[Markjosephp]

Hey there,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Thanks,

Mark

[SudburyMike]

Mark -

Thanks for your recommendations, but I still didn't have any luck. Even with the factory reset, removing the batteries and re-starting the router, I can get to the point where my Nest says it is connected, but the little circle keeps spinning and ultimately this just reverts to the WiFi not connected. The app (IOS and updated to the current version) either quits completely before I get to the point of adding my wifi and password or just keeps looping where it can't connect and gives me the option to try again.

Any other ideas? It worked OK for a year plus.

Thanks,

[Jhonleanmel]

Hi SudburyMike,

I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[Jhonleanmel]

Hey there SudburyMike, 

Checking back in — have you had the chance to fill out the form?

Best, 
Mel

[Dan_A]

Hey there,

Do you still need help with your device? If so, kindly fill out this form.

Cheers,

Dan

[Dan_A]

Hi SudburyMike,

I'll be locking this thread in 24 hours. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Thanks,

Dan