Nest not connecting to WiFi

[JakoLucas]

To whom it my concern. Hope you are well. A few months ago I bought and installed a Nest Learning Thermostat. A couple weeks ago the unit did not want to connect to the wifi. I follow all the steps as mentioned by google. But it still will not connect and stays off line. Is there a process I can follow to get the unite replaced. We have a couple unites that we have used for much longer and did not have the same problem. Thanks, keep well and have a great day.

[BC137]

I have been experiencing the same issues. Wi-Fi will no longer connect. Hoping to find resolution soon! 

[JakoLucas]

I am currently communicating with them. Will let you know. 

[TudorL]

Hi there, did you managed to check the least message of my colleague? 

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.

[BC137]

Updating here - after changing the batteries and resetting, all is working now. 

[Markjosephp]

Hello everyone,

I'm sorry to hear that you're all having issues with your Nest Thermostat that won't connect to the Wi-Fi network, and I appreciate all the steps you've taken. I'd be happy to take a look at this.

To isolate:

• Could you tell us which Nest Thermostat model you have?
• Are you getting any message codes or reports? If so, what's the message prompt?
• From what country are you posting?
• Please gather the power readings in the Technical Info settings for the Nest Learning Thermostat or the Nest Thermostat E and the Equipment settings for the Nest Thermostat 2020 model.

I'll look forward to your response.

Regards,
Mark

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Dan

[Martin-John]

Hi Dan

it seems to be broken. My reply to Mark

1. It is a Nest 3rd Gen Learning Thermostat

2. I am getting no messages, it does not display my WiFi network nor does it connect to it if I enter it manually. Have tried turning off WiFi and resetting everything on the Nest side

3. I am posting from the UK

4. I have no idea what these power readings are or how to find them out

The back of the Thermostat has the following code. 09AA01AC462101PG

[OannaCG]

Hi @Martin-John ! I'll be more than happy to assist you. Would it be alright if I send you an email with a form for you to complete in order to create a case in my system?

@JakoLucas and @Sarahsunshine do you still need help?

[Martin-John]

Yes please do send the form

[OannaCG]

I just sent the form via email. Please let me know here once it's filled. 

[Martin-John]

Form completed, although it seems to require exactly the same information as I have provided previously. 

[Martin-John]

Sorry forgot to include this number on the form. 39516263

[OannaCG]

Thanks, I found the form. Could you please try the steps below and let me know afterwards if the issue persists? 

1. Make sure that the thermostat is at least 12 feet from the Wi-Fi router

2. Check for wireless interference - The following are examples of devices that may cause interference: Cordless phone, Baby monitors, Microwaves, Bluetooth devices, Wireless video equipment.

3. Check if the router has incompatible network settings. The following settings are incompatible: Enterprise encryption (also known as 802.1x and requires a username and password input. Captive portal networks that require input via a web browser (to agree to Terms and Conditions, etc.); Wi-Fi Protected Setup, or better known as WPS.

4. Check if the thermostat can connect to a mobile hotspot.

5. Make sure you have the recommended network settings, for this you'd need to contact your Internet Service Provider. Here's a link where you can check out the recommended wi-fi settings: https://goo.gle/3YUQJMw 

6. Restart the thermostat. Go to Settings and then Reset and then Restart

7. Reset the thermostat's network - Settings and then Reset and then Network
 

[Martin-John]

Thank you for your reply, as advised I have additional Nest Thermostats, both of these work perfectly at greater distance from the same router. Therefore it is not a router, distance or interference issue that is causing this problem. Please advise what other tests I can try as in my mind the thermostat is not functioning, as was the case with my heatlink a year ago.

[Martin-John]

As previously advised I have also tried restarting both the thermostat and thermostat network, and switching on and off my router.

[OannaCG]

Gotcha. I've sent you an email with some details I need. Please check your inbox and let me know here once you've replied to my email with the required details. 

[Martin-John]

1. It is a Nest 3rd Gen Learning Thermostat

2. I am getting no messages, it does not display my WiFi network nor does it connect to it if I enter it manually. Have tried turning off WiFi and resetting everything on the Nest side

3. I am posting from the UK

4. I have no idea what these power readings are or how to find them out

The back of the Thermostat has the following code. 09AA01AC462101PG

[Martin-John]

I have same issue and have tried all the resolutions advised, even turning off WiFi and resetting stat to factory defaults. No network names are appearing. I have a secondary stat and I have tried disconnecting WiFi on that one and reconnecting and it works fine. 

[Gordonw1]

I’m having same issue. No wifi connection. I see other wifi except mine so I have to type my ID and password. I reset the thermostat and router but didn’t help. I’m not seeing any error messages and my battery is fine. 

[Martin-John]

About a year ago my heatlink failed and ‘eventually’ (after I had already bought a new one) the complete unit, including thermostat, was replaced by the company. I have linked the replacement thermostat to the WiFi without any problem.  As a point, I could not see any other WiFi connections on my old thermostat, but I could on the replacement one. There was obviously therefore an issue with the thermostat as there was with the Heatlink last year.  Have to say I’m not impressed with the product, nor the after sales service. I suggest your Thermostat is probably knackered, good luck on getting a replacement one!

[Sarahsunshine]

I have 4 nest and one not connecting to Wi-Fi. How do I get replacement? Batteries and reset not the issue.