Nest thermostat wont allow password

[Prb]

New wifi router and password, previously changed password on thermostat and added ok. Now thermostat wont allow any password keeps adding each letter, not the correct ones. No Id ref on base to add to app after reset per instructions and followed all of the instructions. Have done this twice previously with no problem. Now can't add new wifi password. Can't add app back to phone. Non of options are working this time. Thermostat is reset but can't add the password to reconnect and add the app any suggestions please? 

[MelbaDT]

Hi Prb, 

Sorry to hear about your experience as well as for the delayed response. 

Do you still need help with this? If yes, what type of Nest thermostat is this? If you try to do it via the Nest app, at what part of the process are you stuck? Do you get a specific message or code? If yes, what is it? It might also help if you could force restart your thermostat first. Check out this guide: https://bit.ly/2Ym3hhJ

Let me know how it goes. 

Best, 

Melba