Nest thermostat lost network connection

[Decmck]

Thermostat has been connected and working over a year, 2 days ago it lost connection to wifi network and won't reconnect. I have reset everything and entered wifi details manually but still won't connect.

[Decmck]

Searches for the Wi-Fi network but is not able to find it, when I manually enter details it fails to connect 

[Jenelyn_O]

Hi there,

Thanks for reaching out and for being a step ahead of us. A few questions: what type of Nest Thermostat do you have? You can visit this link to check what type of thermostat you have. Do you see any messages or code on your thermostat? 

Thanks for your help, @Dianahemes.

Best,
Jenelyn

[dima_ras]

Hi Jenelyn_O. I have exactly the same issue as Decmck. Everything looks fine (and the thermostat can connect to my phone using bluetooth when I try to set it up after removing from my account), however it does not see any WiFi. Other devices can see all my home networks with no problem from the same location as the thermostat. No error codes. Battery voltage is good. Just looks like the thermostat WiFi stopped working...

[Jenelyn_O]

Hi dima_ras,

Thanks for letting us know. Could you please try to connect your Nest Thermostat to your mobile hotspot and manually enter the name and password of it? If the issue persists, factory reset your thermostat. 

Regards,
Jenelyn

[dima_ras]

Hi Jenelyn_O, thank you for quick reply.

I tried both manually entering one of my home networks, and resetting the thermostat (using the "Reset All Settings" option on its menu) several times. It failed to connect to WiFi (or my phone HotSpot). It can only connect using Bluetooth when I try to set it up as a new device using Nest app... 😞

[Jenelyn_O]

Hey dima_ras,

Thanks for the update and for being a step ahead of us. Could you please fill out this form to proceed? Let me know once you're done.

Thanks,

Jenelyn

[dima_ras]

Done. Jenelyn_O, thank you for your help!

[Markjosephp]

Hello folks,

I wanted to ensure that everything was covered here.

Thanks for the help here, Jenelyn.

@dima_ras, thanks for completing the form; we have received it. Soon, a member of our upper team will contact you via email. 

@Decmck, I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Regards,

Mark

[Jenelyn_O]

Hi there,

Checking in — do you still have any questions or concerns? Please let us know. 

I appreciate your help, Mark.

Best,
Jenelyn

[Jenelyn_O]

Hello there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Thanks,
Jenelyn

[dima_ras]

Hi Jenelyn_O,

Markjosephp:"Soon, a member of our upper team will contact you via email. "

I did not hear back from Mark or anyone else... One more issue (or maybe intended behavior when not connected to WiFi) I noticed: The thermostat goes to "sleep", so it takes it about a minute to wake up and show temperature after I press and rotate it a few times...

Thanks,

Dmitri

[Jenelyn_O]

Hi dima_ras,

Thanks for letting me know. I'm sorry if it takes longer than usual. I made a follow up to our support team and please check your inbox from time to time as they will get in touch with you soon. I'll keep this thread open until you get assistance.

Regards,
Jenelyn

[Jenelyn_O]

Hi there,
 

I want to follow up on your case. Upon checking, you were already assisted by one of our team via email, so please continue the conversation there, as this thread will be locked after 24 hours.
 

Best,

Jenelyn

[dima_ras]

Hi Jenelyn_O. Yes, I have ordered the replacement. Thank you very much for your help!

Dima

[Markjosephp]

Hello Dima,

Thanks for the update. It looks like we have found a solution by replacing your thermostat. So I'm going to lock this thread for 24 hours. If you have any other concerns or questions, please feel free to create a new thread.

Regards,

Mark