Nest won’t connect, won’t find wifi network, previously worked fine

[AjbRS5]

For the last week, the NEST we have used in our home for over a year, says it can’t connect to wifi. In reality I suppose this began 2 weeks ago - the NEST app on my wife’s phone said to check the thermostat and replace the battery. I disconnected the round control portion from the wall (it’s hardwired where the old thermostat used to be), but found no battery. Reconnected and all was fine.

Fast forward to today, it won’t connect. Spent an hour last night going through the troubleshooting steps. Even manually entered the wifi details, password, fully reset the unit, and it still refuses to connect.  Deleted the unit from the app, etc. Nothing worked, it just won’t connect.

We use Xfinity for our home internet. All our other devices - phones, laptops, tv’s etc all connect fine. This is the only device that doesn’t/won’t. Like I mentioned above, previously it worked fine.

With the cold weather coming, we will need to use the thermostat and right now I’ve got something fairly worthless. Can anyone shed some light/steps

[210]

How do I do that? My best device is trying to connect to an old WiFi and it won’t let me update to a new one I have. I have no access to the old WiFi either.

[210]

My name is tanaka and my device

MFG 12/2020 SN:0C211J3DA0EN1R    GB

M:guik2

GA01892-GB

I NEED YOUR HELP

[210]

Can’t reestablish connection 

[Parners]

Hope it works out fpr you, i received a recon replacement .. exactly the same issue… and despite promises to the contrary… no resolution… best wishes with the replacement (google placed a hold on my debit card as well for the duration of the replacement - nice touch of course!)

[gads1]

updates -- received replacement via Fedex yesterday and it's in place and working.

The "dear diary" footnote on this entire saga was the final step preparing the "broken" NEST thermo for return.

The RMA email provide link with details on (a) removing NEST from your account, and (b) resetting the thermo itself.   

I haven't touched the thermo since working with NEST Support when it was unable to browse local wireless networks (at least a week).     For some dumb reason, as I was spinning the dial to RESET and stopped on wireless and -- voila -- it could browse local networks.  It was working.      W-----T------F ???

Needless to say I'm returning it but this does make you wonder exactly what the issue is (assuming this problem applies to numerous NEST owners)?

[Fran6]

Nest won’t turn on 

[michaelnest]

Mine stopped showing Wifi since yesterday, and it had been working pretty well before that. I went through all trouble shooting steps but didn't help. Can someone help me here? I'd like to request a replacement. 

[SCP1964]

Hi! Having the same issue. Did a complete factory reset including a reset of the modem and the thermostat will not connect to my home wifi. I have it currently connected through my phone's hotspot but this doesn't do me any good when I leave the house.

This seems to be a common complaint as of late.  Does anyone have any advice? Thanks!

[pgallucci]

Advice, dont buy Google products. This has been the worst customer support experience I have had in a looooong time. Amazon spoils you!, Google just ghosts you and hopes you will just go away...

[Phastone]

I feel for you, I live in the upper desert am 80 years old and I got the same problem. I feel for you cause I'm freezing.

[GlennHerb]

I also have the same issue.  Have two gen 3 Nest Thermostats.  One is just fine.  The other one quick it's connection to the internet a few days ago.  Have tried everything.  When I do a search for wi-fi it comes up with nothing.  Put in Wi-Fi name and still nothing.  The one seems to be still working just cannot monitor or make changes on line.  

[jeffra72]

I was in the same situation. The only solution was a replacement under warranty from Google. I tried EVERYTHING. I needed the serial number on the thermostat. Process was relatively smooth. The number I called was ‪(855) 469-6378‬. Good luck! 👍

[GlennHerb]

After I posted this I got on the chat line with Ring.  Long story short they are sending me a replacement thermostat.  So same as you.  Except my was out of warranty.  Like 5 or so years out of warranty.  Was done at no cost to me.  So happy with the outcome.  

[Parners]

Good luck is all i can say, you're getting a refurbed device(new or refurb makes no difference to be fair), these devices have never had a software update, so the W5 error is inbuilt, and as such  can and prob will manifest itself again. The 2nd replacement device I was assured I would receive never arrived for me, so a happy customer with a different provider now. 

[GlennHerb]

Yes I got a refurbished unit.  Not surprised as mine was a gen 2 and 5-8 years old.  Just happy Nest did what they did.  Could have easily said your is out of warranty so go buy a new one.  So just fine with a refurbished one.  Followed the instructions provided and with only a couple of follow up questions am up and running.  Seems like everything is okay.  

[KH55]

I have exactly the same issue and I've done all of the trouble-shooting techniques suggested. My thermostat is now working offline as a normal thermostat without the wifi capabilities.

[Azizdarediya]

Please call 

[Azizdarediya]

Please call regarding my nest device 

[pgallucci]

I have the same issue. I have been on the phone with Nest Support for 55 Minutes. The support person has been as helpful as he can be at his level. I asked to speak with his manager, to see what other options there are to have 3 month old Nest replaced. My only options are to send my defective Nest back and wait 5-7 business days from the time they receive it, to get it back (I am in Texas, He said I can go buy another thermostat until my Nest gets back), or to have a $300 credit hold placed on my Master Card. Google wants me, a customer, to secure with my funds, a defective 3 month old thermostat, that they confirmed is a Nest hardware issue. Had I known this in advance, I would have stayed clear of all Google products. That is on me. But now, I have zero desire to get a replacement. Mainly for the Customer Care experience and google policies. Amazon has better support for Googles product than they do. My first time trying a Google product and I should have listened to the Amazon reviews. How di I get my money back for a  defective product? I also have 3 room temperature sensors that I need my money back for as well. Let's see how this goes. on my 1 hour call before, they would not let me speak to a manager, or even have the name of a manager.  I have lowered my expectations based on my first experience.  😔 Pretty bad when you ghost your own customers.

[Pbb23]

Same problems, later date. Mine stopped talking to Internet July 3, 2024, just B4 holiday. Seems this is a recurring problem of many years and nothing has been done to fix it. It also does not control temperature to setpoint, usually about 2 degrees off  have A/C repair coming this pm and will buy another brand. Must have a reliable t-stat.

[BillSquitch]

Yes, same problem. I don't know how many times I put in the network and password but no dice. Disappointed as I have had Nest cameras for years.

[milanashah]

I have similar issues, I restart yesterday night and it worked for like an hour and then stopped again. I restarted my router and extender everything. all my other devices connected properly. 

how should I connect to nest customer service? is there any phone number to call 

I also have 3rd generation nest thermostat

[Rcardillo]

I have 4 nest learning thermostats it is the second one to lose the ability to connect to the internet you replaced the one in April I now need you to replace this one 

[Gallofamily]

I have the same problem.  Was fine up until 2 weeks ago Now it doesn’t find a network, when there are 20 on my phone!

[Lshamson]

Same issue as you had. 

[Parners]

Good luck, i got no where, repeated request for assistance, offer of a 2nd replacement device - that never came either, so bought a Hive, and been plain sailing ever since

[Mikemaue]

Is there such a thing as customer service with Google Home? Can someone call me instead of running me around the Internet?

[G6wings]

Sooo… What happened!?  Did your Nest ever connect again?

Ours has been on the wall and working w no issue for 8 months…. Yesterday said battery was low, charge it back up w wall plug-in power cord - and this afternoon it worked fine - except now 8 hours later I see now Neat will not connect to our WiFi that has been fine and is fine for all our devices.

[Parners]

The 2 units i had never worked again. They will remember their existing on / off settings, but will never bond with wifi again. The software has never been updated, so even new units are coming out with this known problem.

[Rostov]

Can someone please tell me How do I request replacement? I need it ASAP. Is there a customer support number? Thanks!!!

[Adiab]

I am asking the same thing 

[Adiab]

I would like to connect to someone for help! What do I do this is bad business!!!

[PjjGloucester]

On the original google nest help page there is a contact us possibility. I’m trying it now. Supposed to get a call. We shall see!

[PjjGloucester]

just a follow-up: they called me back and sent me a new one, within one week. 😊

[Adiab]

This is awful customer service

[Adiab]

How do you actually talk to someone!

[dmanc53]

Same problem- can't connect to wifi , unit can't find the network, the rest of the house can!  I want a replacement unit, mine is only 11 months old and did work up until a few months ago.  These need to be recalled!

[bweberstraub]

Same issue.  So frustrated.  I have reset the nest, the router and have factory rest the device.  All telephone numbers I call are invalid.  I have tried turning my phone hotspot on and Nest doesn’t find that either.  Now into cold weather season and I need a device I can control from home.

[pwruelle]

Our nest failed connecting to wifi few years ago while under warranty. After many attempts, finally reached Google/ nest. Then after extensive debugging as above, they admitted it was a hardware problem. Bought a temporary replacement, mailed the unit back and got a replacement unit. That unit worked about a year then it failed to connect also. Will never buy a nest again. 

Suggest we all review nest thermostats with the place we bought them. 

[Parners]

Did this a while ago on Amazon, but still people buy it… amazed Amazon still sell it if I'm honest, but i guess the hardware/software problems don't manifest themselves until outside Amazons warranty period… still got a Hive… still no regrets !! Good luck everyone!