Nest thermostat offline

[Bryan1950]

About 2 weeks ago while we were away, nest thermostat went offline. Have tried setting up internet ,but thermostat can't find. Manually entered and still van't find. Unit works OK, just no internet. Sounds like this is a common issue and needs replacement. Unit approx a year old. Please help, don't want to buy another, especially if it could happen again.

[RichM73]

I'm the same problem. Verizon changed my router, and everything on my 'smart house' works fine EXCEPT the Nest thermostat app tells me OFFLINE.  I have tried everything suggested and still nothing. Any help is appreciated!

[Bryan1950]

I went and purchased a new non learning nest thermostat, hooked it up and it immediately found the internet and was online. Google has a problem with units going offline on the learning units and are very hard to get ahold of.

[AxelD]

Hi @RichM73,

Thanks for posting in the Community! Sorry to hear that your Nest Thermostat isn’t connecting to the WiFi since your router was changed. I appreciate that you've already tried some troubleshooting steps. No worries, help is here! Please provide me with the following details to get the right troubleshooting:
 

1. What Nest thermostat model do you have?
2. Does the thermostat display show any error codes or messages? E.g. W5
3. Is your thermostat finding other networks or is it not finding any?
    

Let me know if you have any questions.
 

Regards,
Axel. 

[RichM73]

1. What Nest thermostat model do you have? - NEST E
2. Does the thermostat display show any error codes or messages? E.g. W5 - NO
3. Is your thermostat finding other networks or is it not finding any? - the network connection is fine

[AxelD]

Hi @RichM73,

Thanks for replying and for providing that information! Let’s try some troubleshooting steps that might help you:

1. Remove the Nest Thermostat from the Nest App.
2. Go to Settings > Reset > Account connection.
3. Go to Settings > Nest App > Get Entry Key.
4. Setup your thermostat in the Nest App.
    

Let me know how it works.

Regards,
Axel.

[AxelD]

Hi @Bryan1950,

Thanks for posting in the Community! Sorry to hear that your Nest Thermostat went offline while you were away and now can’t find any network. Also, I apologize to hear that you had to buy a new thermostat. No worries, help is here! Please provide me with the following details to get the right troubleshooting:
 

1. What Nest thermostat model do you have?
2. Does the thermostat display show any error codes or messages? E.g. W5
3. Is your thermostat finding other networks or is it not finding any?

In advance, here you have this article to Troubleshoot setup: thermostat doesn’t show your Wi-Fi network, it contains some steps that might help to fix it.

Let me know if you have any questions.

Regards,
Axel.