Nest will not connect to phone or wifi

[sgrodkey]

This is a bit of a long story but I changed my Wi-Fi name.  Obviously the nest would no longer connect.  I was unable to find a way to fix it, so I deleted the next from the home app and then tried to add it back.  Now the home app will not find the nest.  I tell it to add a nest and it starts but eventually gets to the point where it say connected, then immediately says there is a problem and gives me a button to try again.  This will repeat as long as I wish to press the button.  I have done a reset on the nest, rebooted my phone etc, but I always get back to the same place.  Before I changed the Wi-Fi name, all was working well.  Any suggestions as to how I proceed?  I do not see the nest in the list of Bluetooth devices available, not sure if that is normal or not.

[MrGoogle]

You changed your WiFi SSID (the name that's broadcast) and now your Nest thermostat isn't getting added to the Google Home app on your phone?

Things to check:

Bluetooth is turned on in the phone

Did you connect the Nest itself to the new WiFi name? 

[sgrodkey]

I found that I had to do a factory reset (as opposed to a restart) and then I was able to add the device to the home app and connect to Wi-Fi although it took 3 attempts before the Wi-Fi would connect.

[Dawsonjosh]

When they pushed the last update my nest disconnected from the wifi, I’ve manually entered the wifi name and password MULTIPLE times, restarted it, factory reset it and still won’t find ANY wifi around. And I can get ZERO help from them about ANYTHING. Just the basic check your wifi and reset it. All fails!! Very disappointed with the product!!! 

[MrGoogle]

Do you have a newer version of the thermostat?

Can your phone "see" the WiFi from the location of the thermostat?

As a sanity check, are you able to move your access point/WiFi any closer to the thermostat to see if that makes a difference?

I have two that are about 7 years old and looks like nothing has been updated in years.

Model	Display-2.14
Backplate model	Backplate-2.21
Serial no.
Software	5.9.4-5
Updated	Sep 25, 2019 9:13 AM

[sgrodkey]

Model  1.4   Software 1.1-9

Its only about a year old.  Wi-Fi signal is strong at the location.  It looks like it looses the ability to talk to the thermostat over Bluetooth once you setup Wi-Fi even it the Wi-Fi does not connect.  Once I did a factory reset, Bluetooth would connect. 

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and ensure you are good to go. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[jiffy]

Still having problem Jake, understand there is a chip fault in nest product- we have already had to replace interface, now this not a positive outcome for me

[Dawsonjosh]

?? If I’m good? No. The thing still doesn’t work. No one has offered solution. It won’t connect to wifi. Anytime I try to even set the date and time it reboots. I’ve charged it multiple times. It’s useless!! 

[jiffy]

Google reallly needs to sort this. We have products installed in our homes that do not work. 

[Jake]

Hey all,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support.  Please let me know if you have any questions from here as well.

Best regards,

Jake

[Jake]

Hey all,

I wanted to check in and see if you are still in need of any help? Please let me know if you have not heard from our Team, as I would be happy to assist.

Best regards,
Jake

[Jake]

Hey all,

Please let me know if you are still having trouble or have not heard from our team, as I will be locking the thread due to inactivity. 

Best regards,
Jake

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

[MrGoogle]

Not sure what to try with the situation you have.

When you are that the thermostat do any WiFi sources show up?  Are there other signals within range but your WiFi isn't in the list?

Can you temporarily change your WiFi to just broadcast 2.4Ghz rather than 2.4Ghz and 5Ghz see if that makes a difference?

[Dawsonjosh]

It doesn’t recognize anything! And the wifi router is literally right next to the nest so nothing blocking the signal. It’s a little over a year old. I can see it’s last update was a few weeks ago but it won’t respond to anything. 

[LibbyCP]

I am experiencing the same issue.  My thermostat went down two weeks ago, spent almost 1 1/2 hours with support.  They shipped me a replacement unit and it did the same exact thing.  

[jiffy]

I am having similar issue. I changed wifi password, and now the nest is not able to connect to wifi- tried all suggestions - several manual inputs via settings - nothing works. Wifi is fine, its the product that is the problem - there is no help so far that has worked. How much time is it worth spending on these time saving automated products???? 

[Dawsonjosh]

I’ve given up. I’m not wasting anymore time with Nest or their products or lack of customer service. I even changed my router and made a whole new wifi connection and password…still nothing. Looking at other products to replace it with. 0 stars strongly discourage purchase of product. 

[moesilverio]

my 2 thermostats are working but the app doesn't recognizes the them.  I Had to factory reset one thermostat and the other disappear from the app.