Nest thermostat cannot connect to wifi

[Duke_JW]

Hello,

I have a Nest thermostat that no longer connects to wifi. It stopped working yesterday. I have done all the troubleshooting steps in other discussion posts to no avail (restart, reset factory settings, rebooted router). I'm looking for help and I am happy to go through the troubleshooting again. However, I strongly believe this unit requires replacement.

Thanks,

Joel

[AT19]

mine has not worked since Friday took face off and charged it over 12 hours worked for about 2 now off line again 

says low battery this is reason why it disconnects from the Wi-Fi so that the thermostat can keep working without the app. Not sure if this is fixable or needs to be replaced it’s about two years old.

Cannot even find a phone number online to be able to contact Nest to get live help

[eyeflip]

mine is less than a year, and it started happening 3 months after i bought it

[maedacortez]

Hi Folks,

Thanks for reaching out! I understand your Nest thermostat is not  connecting to Wi-Fi.  I know this can be frustrating but no worries I am here to assist you.

To help me assist you better, please provide the following information:

• What Nest thermostat model do you have?
• Does the thermostat display any error codes or messages?
• Can your other devices find your Wi-Fi network name (SSID)?
• Do you only have one Wi-Fi network, or are there others?
• How far away is the thermostat from the router?
• What's the software version of your thermostat?

Once I have this information, I can provide specific troubleshooting steps.

Regards,

Manuel

[Duke_JW]

Hi Manuel,

Here are the answers to your questions. Please let me know if you need further information.

Model Backplate-5.26

The network setting displays "Wi-Fi error nest.com/w5"

All of our other devices are able to connect to our wifi.

One wifi network.

The thermostat is about 20 feet from the router.

Software version 2.3.51 / 3.1

Thanks,

Joel

[maedacortez]

Hi Duke_JW,

Thanks for replying! How your Nest Thermostat shows the W5 error I need you to try these steps on your Nest Thermostat: go to Settings > Reset > Restart. Once you restart your Nest Thermostat, please check if it can connect to Wi-Fi. If not, please send me a picture showing the W5 error. Thanks!

I will be waiting for your response.

Regards,

Manuel

[Duke_JW]

Hi Manuel,

I tried the restart and it still shows the w5 error. Please advise next steps.

Thanks,

Joel

Edit: restart, not reset

 

[maedacortez]

Hi Duke_JW,

Thanks for trying the steps I sent you. Please fill out this form. Once you complete the form, I will escalate your case, and one of our specialists will contact you soon for better assistance. Please let me know when you’ve filled out the form.

I will be waiting for your response.

Regards, 

Manuel

[Duke_JW]

Hi Manuel,

I just submitted the form. Thank you for your help!

Joel