cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Nest won't connect to Wi-Fi

swerve
Community Member

Not to sound like a broken record, but my Nest will not connect to Wi-Fi. I've had it for probably 3+ years and it worked great for the first few months. The Wi-Fi failed some time ago and with replacement costs being so high, I just decided to use it like an old fashioned analog thermostat. 

Seeing that I'm not alone with this type of failure, I wanted to start a conversation here to see if my case can be escalated. Here's what I have:

Gen 3 Nest, in the US

Software Version 6.0-6

Base Software version 1.5.11/3.1

Equipment: W1/Y1/C/Rh

Battery 3.891v

Voc 34.21 v

Vin 34.21 v

lin 200 mA (c)

Network: not connected. No error messages, just no networks found. Also cannot be found when entering manually. All other devices I connect to our home network immediately locate wi-fi and connect simply after entering the password. 

Reset: I've performed this step in multiple ways - Reset, remove from base for 5 minutes, return to base and reset, hit WPS key on wifi and reset Nest, reset wifi and reset Nest. All attempts have same result - no networks found. 

Please advise on next steps. 

Many thanks!

27 REPLIES 27

DeeAnn628
Community Member

I am having the same issue but my thermostat was installed mid-December. Like you, I have tried everything multiple times and it won’t connect to WIFI. 

I feel like you need to start over. You need to replace the device and try again. if malfunctions, its malfunctioned, you gotta accept it, and replace it, If it happens again, maybe it can be escalated. But man I tell ya, I believe some of these problems ain't real problems, I believe its artificial intelligence. Look this is what happened after I asked The echo, Alexa, but I had the wake word in computer and the voice changed later. I can recall if this was Alexas voice or the computer's voice, but i asked alexa to read me to draw a tarot card and check it out.20220803_233625.jpg

 

Brandon LaMont Cooper

Hello folks,

 

I'm sorry for the trouble this may have caused everyone, and I appreciate all the steps taken. Let's see what else we can do.

 

Let's give these steps another whirl:

 

  1. Reset the Account Connection on your thermostat's reset settings.
    1. This will clear the account information and network connection.
  2. Press and hold the thermostat screen for 10 seconds until it shuts down to restart.
  3. Turn on a mobile or cellular hotspot on any mobile device.
  4. Go to the thermostat's network settings and try searching for any Wi-Fi.
    1. Check if there's a message code or if it detects any networks nearby.
  5. Try manually reconnecting it again to your Wi-Fi networks.

 

Please let me know how it goes.

 

Regards,

Mark

Hello Mark!

I have tried the hotspot alternative previously, but for the sake of trying everything, I performed the steps you described here. After resetting the thermostat, I activated the hotspot on my phone and went back to network settings to attempt a connection. After allowing it to search for over 5 minutes with no connection (the spinning "searching" ring), I attempted to manually type in the network ID and the only message I received is "Failed to Connect". There are no error codes to report. Happy to try any other suggestions you may have (at this point, I've lost all other hope that it will operate as designed). 

Please advise. 

Markjosephp
Community Specialist
Community Specialist

Hello there,

 

Thanks for letting me know, and I appreciate your efforts, @swerve. We'd like to take a look into this for you. Please fill out this form and let me know once you're done.

 

Thanks for posting, @BrandonLaMontCo. I wanted to know if you're also having the same issue so I could assist you further.

 

Regards,

Mark

I have submitted the form (included everything from my original post, as well as, the attempt to connect via mobile hotspot). 

no im not having any problems thanks boss

Brandon LaMont Cooper

Hello there,

 

Thanks for completing the form, @swerve. We have received it. Soon, a member of our upper team will contact you via email. So, please keep an eye out for any updates.

 

Sounds great! If you have any questions, please feel free to create a new post. @BrandonLaMontCo.

 

@DeeAnn628 and @kbarnes518, I hope you've seen my response. Please let us know if the steps worked or if the issue still persists.

 

Regards,
Mark

 

the community specialist @Markjosephp  said to create a post at my name. NOTE this makes no sense at all. . . sorry smart home were til working out the misunderstanding and errors in our communication

Brandon LaMont Cooper

GREAT WORK @Markjosephp 

Brandon LaMont Cooper

Hello there,

 

I'm sorry for the confusion it caused you and thanks for understanding, @BrandonLaMontCo.

 

@DeeAnn628 and @kbarnes518, I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Regards,

Mark

no confusion at all. . . thanks for you support and patience. . .

Brandon LaMont Cooper

Contacted Google and it was determined that the thermostat needed to be replaced. They sent a new one and I retuned the defective one. Appreciate your time. 

Contacted Google and it was determined that the thermostat needed to be replaced. They sent a new one and I retuned the defective one. Appreciate your time. 

kbarnes518
Community Member

Me too!

whats up my friend, 

Brandon LaMont Cooper

Rstooks
Community Member

I am super angry there is no actual support number!!

yeah but their some pretty cool people here? i hope you never experience any tech problems with any google product. . .

Brandon LaMont Cooper

swerve
Community Member

I was too, but I found this forum SUPER helpful. Just open a new thread with your issue and you should get a response from a Community Specialist. Be very specific in your opening thread to try and minimize the back and forth. Using this method, I found responses would come within a day or two. Granted, you don't get the instant gratification of a phone call, but can you imagine how many people are trying to communicate with Google? Ultimately, they made things right for me even though my thermostat was technically out of warranty. I got a new replacement thermostat "head" and things are back to normal, without having to do a complete wiring uninstall/reinstall. Good luck!

true . . . see ya!

Brandon LaMont Cooper

Hello folks,

 

I'm sorry for the late reply and thank you for your patience.


Awe! I appreciate your kindness, @BrandonLaMontCo and @swerve. We're glad to help!

 

@DeeAnn628, I'm glad to hear that we had it replaced for you. If anything comes up, you know where to find us.

@Rstooks, I understand this can be frustrating, but I wanted to ensure that you were able to reach out to our phone support team. If you need more help, 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,

Mark

Hi Rstooks,

 

I'm checking back in — how's it going? Still need our help? Let us know so we can assist you right away.

Thanks,

Mark

great work

Brandon LaMont Cooper

Hello Rstooks,

 

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

Thanks,

Mark

Hi Rstooks,

 

I know it has been a while, but I wanted to ensure that everything is covered here. 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.


Thanks,

Mark

great work out there, thanks for the support.

Brandon LaMont Cooper

Hello folks,

It looks like we haven't heard back from @Rstooks, so I'm going to lock the thread within 24 hours. If you have any further questions or concerns, feel free to create a new thread.

I'm glad to help. BrandonLaMontCo.

Thanks,
Mark