Nest not connecting to wifi

[chezjoshi]

Nest suddenly stopped connecting to Wifi. It was working fine for a long time (a year?). Have tried a factory reset with no use - I just get a spinning set of circles on the device while the Nest app stuck in a state of "finding the wifi".

Wifi is fine - I have 5 other Nest thermostat (its a 6 zone house) and they continue to work fine with no connectivity other issues. I even exchanged the locations of the one that does not work with one that does and the one that did not work does not work in the new location  either, while the one that was working works in both locations.

Assume it is the device that is bad - how do I get  support to fix it?

[Markjosephp]

Hello chezjoshi,

I'm sorry to hear about the connectivity issues with your Nest Thermostat. It appears you've already taken some troubleshooting steps, and it's good that you've narrowed it down to a specific device. Here are a few additional suggestions you can try:

1. Double-check your router settings to make sure there are no restrictions or changes that might affect the Nest Thermostat's connectivity. Ensure that your Nest thermostat is within the range of your Wi-Fi network.
2. Gather the power readouts in the Technical Info settings. If the battery level drops to 3.7 volts, pull the thermostat display and charge it for an hour using a micro USB charger before making another attempt to reconnect it.
3. Search for any message codes or reports that would help us determine a possible potential issue causing it to not connect to the network.
4. Perform an Account Connection reset. Go to Settings > Reset > Account Connection. This will unlink the thermostat to your account and forget the Wi-Fi network.
5. Turn on your mobile phone's personal hotspot before proceeding with connecting to the Wi-Fi.

I hope you can get your Nest thermostat back up and running smoothly soon. Let us know how it goes.

Best,
Mark

[GBlanc]

I am having the same problem it won’t even find a WiFi network now either .  Very frustrating 

[Markjosephp]

Hello GBlanc,

Thanks for posting, and I understand your frustration. Have you tried resetting the thermostat and ensuring that your Wi-Fi network is functioning properly? If the problem persists, could you give us a rundown of all the steps you have taken, and are you seeing any message codes or reports in its settings?

Keep me posted.

Regards,
Mark

[JeLo1]

Same problem. I have done everything you said to do in your first reply and still nothing. I completely reset, deleted the device and tried to add it again but during setup, the nest app won’t even find a WiFi network

[Markjosephp]

Hello JeLo1,

Oh no! I'm sorry to hear you're also having the same issue with your Nest Thermostat, and I appreciate your diligence in taking the steps. Can you check for any message codes or wiring reports in your thermostat settings? Which type of Nest Thermostat do you have? Also, share with us your thermostat's power readouts in the Technical Info settings or in the Equipment settings.

Regards,

Mark

[scottsoo]

same problem . one nest not connected to wifi but three others are. the nest that's not connected has a w5 error. case # 7-7437000035261

[Markjosephp]

Hi scottsoo,

Oh no! I'm sorry to hear you're having an issue with one of your Nest Thermostat that shows the W5 message code. Could you give us a rundown of the steps you have taken?

I'll look forward to your response.

Best,
Mark

[GBlanc]

hi, it’s showing the W5 error, I have tried resetting the WiFi (everything else is connecting fine) restarting the Nest several times.  Using a WiFi booster.  Resetting Nest to factory settings.  It now does not show any WiFi signals at all, not even neighbours which it did before.  Also have tried recharging the nest by taking it off the wall and plugging in.  Still nothing. 

[chezjoshi]

@GBlanc I finally got on an onine chat with the Nest support team, went through a serious of steps on a video call showing the Nest to demonstrate it would not connect, and finally (since it was under warranty) they agreed to replace it. The replacement is working well. 

[Markjosephp]

Hello everyone,

@chezjoshi, thanks for the update! I'm glad to hear you were able to resolve the issue with Nest support, and it's great that the replacement is working well. If you have any more questions or concerns in the future, feel free to reach out by starting a new thread.

@GBlanc, I appreciate all the steps you have taken. How's it going? Have you also had a chance to contact our support team? If you haven't yet, Could you please fill out this form with the needed information? A member of our senior support team will be in touch over email to help. Let me know once you're done.

Best regards,

Mark

[Markjosephp]

Hi GBlanc,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Thanks,
Mark

[jonbell900]

I am having the same problem as the two customers above.  I have restarted my modem several times and I have reset the factory settings on the thermostat.  It does not seem to see my WiFi.  This device was connected for about a year and then dropped off the WiFi.  My other nest thermostat is on the WiFi and working fine.  There are other devices in the other of the offline nest thermostat and they have connectivity to the WiFi.

[Markjosephp]

Hello jonbell900,

Uh-oh! I'm sorry to hear you're also having the same experience. I'd love to know more about this. Do you see any message codes or reports in your thermostat's settings? Have you tried performing Account Connection reset and enabling a mobile hotspot connection? Also, gather the power readouts in the Technical Info settings. This might help me determine if there are power-related issues.

Let me know how it goes.

Best,
Mark

[jonbell900]

I tried to respond to the email you sent me but I got a message failure.  Here is my response below.

I didn't see a code; although it said to go to nest.com/m15 but that wasn't helpful.  I did try the mobile hotspot trick but it didn't see that either.  In fact, it doesn't see any WiFi's in the area including the neighbors. I did do a restart and a factory default setup and none of that has worked.  With the factory default setup, I tried to add the device to my app but since it isn't seeing any WiFi locations, it isn't allowing me to add it back to the app.

[Markjosephp]

Hi jonbell900,

Thank you for your prompt response. I'm sorry to hear that you're experiencing difficulty connecting your Nest Thermostat to WiFi. It seems like you've already taken some troubleshooting steps, such as trying the mobile hotspot trick, restarting, and even performing a factory default setup. If you wouldn't mind filling out this form, we'll get you the right level of help.

Keep me posted once you're done.

Regards,
Mark

[jonbell900]

You sent me an email and asked me to fill out a form but there was no form attached.  Is there a way for you to send me a direct email because when I try to reply to the emails you send, it says message failure so I keep having to come back to this string.  It seems like it is a "community email account" so it doesn't allow me to replay.

[Markjosephp]

Hey there,

I appreciate the effort. To address this, I hyperlinked "this form" to my reply above. Click this link to reply back to this post, and make sure to sign in to your Google Nest Community profile. Feel free to fill it out at your earliest convenience.

Thank you for your understanding, and we look forward to receiving your completed form.

Best regards,
Mark

[Markjosephp]

Hello jonbell900,

Thanks—we got your form and have sent it over to our team for review. Please check your inbox from time to time, as someone will be reaching out to you. Also, feel free to reach us out for any future questions or concerns by creating a new post.

Warm regards,

Mark

[jonbell900]

It has been two weeks since you received my form and my Nest still does not connect to the WiFi.  What is the timing on responding?

[Markjosephp]

Hello again,

@thedinah, thanks for dropping by. If you wish to speak to real-time support, please submit your Contact Us Form and state all your inquiries to get in touch with the team.

@jonbell900, I'm sorry to keep you waiting. I checked your support ID number, and our senior support sent you an email on the 12th arranging a callback. Please check your inbox, spam folder, or junk folder for the email. Let me know if you're still having trouble from here.

Regards,
Mark

[thedinah]

Never received an email ...... and since my first post was on the 25th of February, I hardly think senior support has the uncanny ability to preempt my question and respond before it was asked.

Please send me contact info so I can speak to alive person risk losing a customer. There are other brands that provide live support.

[Markjosephp]

Hi thedinah,

Yikes! To better understand your situation, please share with us your support ID number so I can check the status for you. Also, you can contact our support by the link I shared above.

Thanks,

Mark

[thedinah]

Can I please get some live support for this issue. This is unacceptable that your customers are stuck in a loop where our inquiries land us here and there is no real help.