Nest learning thermostat WiFi issue

[Bborusz2]

Installed Nest 3rd gen thermostat in 2022.  About a month ago device lost connectivity to WiFi. I unplugged and replugged into mount to quick fix and that no longer works.   Now in 2023, thermostat can no longer connect to wifi, all other devices are fine.  Also, display now has 20 second delay before it wakes up.  Tried multiple times for restart, reset, manually entering in wifi info.   Also reset home HVAC system which is common gas forced air.  Although advice is to use app and/or do firmware updates, those are impossible without thermostat having a wifi connection.  Calling support phone number gets... "no longer in service" error.  Thermostats should last longer than 2 years. For now, configured to manual mode but selling point is to be able to monitor via app.   If I need to replace, it won't be another Nest.  Please help me get out of this frustrating mess and keep me as a Nest customer by providing contact info that works.  Even this form won't allow me to select "nest thermostat" so I had to select bogus info in order to proceed.

[David_K]

You mentioned having already tried troubleshooting steps. Does that include those listed here?

Nest thermostat is offline - Google Nest Help

Do you ever recall seeing a W5 error code?

Troubleshoot a Nest thermostat W5 code - Google Nest Help

If you would prefer, here is how to contact the Google Nest support team directly.

1. Go to Contact Us - Google Nest Help
2. Select an appropriate product or category, type a brief description of the issue, then click Next.
3. Click Other, then click Next step.
4. In the Resources section, click Next step.
5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

[Bborusz2]

Already did this and have not received any confirmation that it was received or a call or email yet. 

[David_K]

How long ago was that? 

[Bborusz2]

It was around the same time. I understand it may take until Monday to receive a response. 

[Bborusz2]

Still have not received any communication. Please advise? 

[David_K]

Are you expecting a call back? Have you tried selecting the option to call the team instead?

[Bborusz2]

Did not know there was an option to have the team call me? I just need a new nest as my less than 1 year old nest thermostat is clearly malfunctioning

[David_K]

Did you get a case reference at all? 

[Bborusz2]

Nope, no one ever responded thru official nest channels. This has become very frustrating as the weather is starting to turn and our heat needs to be set to a certain level at certain times for pets, people, etc. and for a device so new to already be broken is really frustrating and to have received no communication but standard answers on a message board. Please call or email me directly. 

[David_K]

I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[Jenelyn_O]

Hi folks,

@Bborusz2, thanks for reaching out and for being a step ahead of us. I'm sorry for the trouble this has caused you. I'd like to take a closer look at it. A few questions: what is the specific message or code you keep receiving when you try to connect your Nest Thermostat to your Wi-Fi? In what country are you located? Were you able to try connecting your thermostat to 2.4 or 5 GHz Wi-Fi connections? Please provide your thermostats power readings.

You can follow the guide below: 

1. Go to your thermostat Quick View menu.
2. Go to Settings.
3. Look for Technical Info.
4. Select Power.

I appreciate the help, @David_K.

Best,

Jenelyn

[Bborusz2]

It has now been two weeks and still no relief. The product is faulty and less than 1 year old, I’m confused as to why that doesn’t fall under a replacement warranty. 

[Markjosephp]

Hi folks,

I'm barging in to make sure everything is covered here.

Thanks for the help here, Jenelyn.

@Bborusz2, we haven’t seen your Community form submission come through; were you able to access it correctly, as I don't see any form requests in this thread but a contact us form with our team via live channels suggested above instead? Also, can you help us with more details being asked above? It would be easier for us to isolate the issue while checking for options for you.

Keep me posted.

Regards,
Mark