Nest won’t connect to wifi

[Jsmith9002]

I have a nest thermostat that is less than a year old. I’ve gone through all the troubleshooting to reconnect to our WiFi, but it cannot get back into the network. We have other devices throughout the home accessing without an issue. 

How do we go about getting a replacement thermostat as this seems to be a common issue?

thank you 

[David_K · Accepted solution]

I take it you've already tried all the steps listed here?

Nest thermostat is offline - Google Nest Help

When searching for Wi-Fi networks, does it show any networks at all?

It's also worth checking you're not experiencing a W5 error:

Troubleshoot a Nest thermostat W5 code - Google Nest Help

[Jsmith9002]

Yes, I’ve tried troubleshooting and resetting multiple times. It appears I’m getting a m15 error.

[David_K]

Not to worry, different error with a different cause if you try these steps:

Troubleshoot an M15 error on a Nest thermostat - Google Nest Help

[Jsmith9002]

I did try those steps and it still will not connect. Are there warranty return instructions?

[David_K]

In that case, I’ve asked a specialist to review this topic and advise on next steps. Just so you know, it might take a short while for them to do that.

[zoeuvre]

Hi folks, 

@Jsmith9002, don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done? 

Thanks for your help, @David_K. 

Best,

Zoe 

[zoeuvre]

Hi Jsmith9002, 

We haven't received your form. Were you able to fill it out? Do you still need help?
 

Thanks,

Zoe 

[Jsmith9002]

It has now been filled out

[Markjosephp]

Hello Jsmith9002,

Thanks for completing the form; we have received it. Soon, a member of our senior support team will contact you via email. So please continue the conversation there for any updates. Also, for any other questions or concerns, feel free to start a new thread.

Best regards,

Mark

[Jsmith9002]

Is someone going to respond? We STILL cannot connect to the WiFi. 

[Markjosephp]

Hello again,

We know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team; I'll get back to you as soon as I have something to share.

Regards,
Mark

[Markjosephp]

Hi Jsmith9002,

I'm checking in to make sure that you've seen our response through email. Our senior support sent you an update about the next process. Please continue the conversation there and let us know if you have any additional questions or concerns. But you're always free to start a new thread.

Best regards,
Mark