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Nest.com/w5

mvega1969
Community Member

I need help to start a formal warranty claim for a Nest thermostat that is no longer connecting to our wireless network.

 

 

1 ACCEPTED SOLUTION

Al_L
Community Member

After receiving a replacement (for my three month old thermostat) - the new one installed and worked perfectly.   I liked getting the replacement before sending back the failed one - since the bad one worked fine, except for not connecting to the internet, and it has been below 0 here in New England.  I love the product!

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10 REPLIES 10

Dc1986
Community Member

I’m having the same issue and it’s beyond frustrating.

MelbaDT
Community Specialist
Community Specialist

Hey there,

 

Sorry to hear about your experience. I'll be glad to check on your warranty options. First off, could you provide a photo of your thermostat's display showing the error code if you're getting one? Also, it would be great if you could specify all the steps you've tried just to cover all the bases. 

 

I'll look forward to your response. 

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hi Dc1986, 

 

I understand how you feel — let's get into the bottom of this. Could you provide the same information that I've asked @mvega1969 above? 

 

Best, 

Melba 

Al_L
Community Member

I'm having the same problem.  After working fine for 3 months, the thermostat no longer "sees" any WIFI networks.  Everything else still works fine.  I've checked the power (is OK), reset the thermostat (OK), and tried to connect it to my network by typing in the network name and password.  But after doing all that, it still says it can't see a network to connect to.  All my other NEST devices are still working fine.  Any suggestions would be great.

MelbaDT
Community Specialist
Community Specialist

Hey @Al_L

 

Sorry to hear that you're experiencing the same with your Nest thermostat. To confirm, have you tried connecting this thermostat to a mobile hotspot? Also, could you provide a photo of your thermostat display showing any message or code you're getting? 

 

Best, 

Melba

Dc1986
Community Member

I contacted Google customer service via the chat feature on the website and they are replacing the Nest for free. 

MelbaDT
Community Specialist
Community Specialist

Hi @Dc1986

 

Glad to hear that a replacement was processed for you too. Let us know if  you need anything else — we'll be glad to check on them.

 

Best, 

Melba

Al_L
Community Member

After receiving a replacement (for my three month old thermostat) - the new one installed and worked perfectly.   I liked getting the replacement before sending back the failed one - since the bad one worked fine, except for not connecting to the internet, and it has been below 0 here in New England.  I love the product!

MelbaDT
Community Specialist
Community Specialist

Hey Al_L, 

 

Glad to hear that and we're happy that you're able to have the replacement one connected to your Wi-Fi network. Feel free to let us know if you have some questions or need more help in the future — we'll always be here. 

 

Cheers, 

Melba

kevinbio
Community Member

Hello,

          I cannot connect my new nest learning thermostat to my WIFI network.  I need to start a warranty claim ?   I've tried everything and am still getting the same error messages