New Nest won't connect to wifi

[LouiP784]

Just installed my new Nest Thermostat, and it won't even let me connect to my wifi, simply displays "Disconnected" without any other possibility.  I am having issues with the power to the unit, is that the problem?  Once I resolve this issue will I be able to connect.  I am able to get the furnace running  and downloaded the app and scanned the QR code.

[Houptee]

Post pics of the wires you have connected and the old thermostat wires before you removed it.

[LouiP784]

Old:

New:

[Houptee]

Go to equipment then settings and then power info.

You should see Vin and Lin and C -

Vin should be above 24v Lin around 350 or more.

Is that c wire actually connected to the C terminal at the furnace?

[LouiP784]

yes the C is connected, I checked. The VIN IS 31.198 and the kin is 385

[Houptee]

Power seems fine maybe do a factory reset of the Nest and let it dectect the wires again then try to finish setting up the wifi.

[LouiP784]

I will try that, thank you for all your help. 

[LouiP784]

Tried it and it worked, again thanks a lot, very much appreciated!

[PA32Pilot]

Just want to clarify with you Houptee. I have a Learning Thermostat that just was installed in my new house build. HVAC contractor installed it. I can't connect to WiFi, so I want to do a full factory reset. I am just worried that if I do that, I might lose my settings for my wiring and then I won't be able to control my heat pump / furnace and would have to call my HVAC guys back out to fix it, which I don't want to do - since it IS winter of course. Does the thermostat reliably autoconfig itself, or is there a way to write down the wiring config before I do the reset?

[Houptee]

Does it show the list of WiFi networks and do you see your network?

Did you get to the setup step when it asks for the barcode on the nest screen and then you scan it with the phone camera?

If you reset it it will detect the wires but you will have to set the heat pump balance setting or do you have a gas furnace and heat pump?

If it's gas furnace as backup heat then you have to make sure it sets up as a dual fuel system.

[PA32Pilot]

Thanks again Houptee for the quick answer.  Just to add, this thermostat has been working great for the last couple of months, this is the first time I have had an issue.

1. It does not show my list of WiFi networks right now.
2. If I remove from app and go through setup, I have been using the "scan code on the back" then navigate to the Entry Key where I enter in a 5 or 6 digit key. It then goes into "communicating with device" (this is on the tablet display), looking for wireless networks (again, on the tablet display), then a few other items, then it goes back into error mode and says it cannot find any networks.

As for the setup. I have a heat pump with a gas furnace. Outside temp to kick to gas furnace is 40 degrees.

Since I just built this house, I built it with three identical HVAC systems for different parts of the house, and the systems are identical for ease of repair / parts. If there is a way to clone one thermostat from another, that would be a possibility for me as well. I can also work two thermostats next to each other if I need to. My setup is two Nest Thermostats on the first floor, one on the 2nd floor. The one that is giving me problems is the lone unit on the 2nd floor.

[Houptee]

If you go to the Nest not the app, and scroll to the network section, it needs to be able to see your wifi network on the Nest and then you enter your wifi password on the Nest using the rotating ring to select each letter etc. Once its on wifi then you should be able to finish the app linking.

[Jeran]

Thank you for helping out on this thread, Houptee!

Hey there PA32Pilot,

I'm just checking up on this thread, do you have any more questions or need any additional help? 

Best regards,
Jeran

[Jenelyn_O]

Hi there,

Chiming in — I wanted to follow up and see if you still need help. Please let me know if you're still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks for assisting this thread @Houptee and @Jeran.

Best,

Jenelyn

[Jenelyn_O]

Hi there,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Best,

Jenelyn

[PA32Pilot]

Hey there @Jenelyn_O and @Jeran, sorry for my delay getting back with you. I needed to go through the full "Factory Reset" procedure but was hesitant to do it with the cold weather I have had lately. Just did that procedure today and I am still experiencing the same problem. I went as far as to even connect my router via a really long Cat7 cable to my Fiber to Ethernet converter and did the full procedure with the router within just a couple of feet from the device. It never finds any WiFi connections at all. I think the WiFi on this device has died. The other two Learning Thermostats in my home are working just fine, so seems to be this on unit. What is the process to request a replacement?

[Jenelyn_O]

Hi PA32Pilot,

Thanks for the update. To further identify your Nest Thermostat connectivity, could you please check if your thermostat can connect to a mobile hotspot? If your thermostat connects, the issue may be with the Wi-Fi configuration, and you may have to contact your Internet Service Provider (ISP). If the thermostat still can't connect to the network, please let me know. 

Best,

Jenelyn

[PA32Pilot]

Attempted this. Setup a mobile hotspot on my phone (Samsung, Android) and the Nest Thermostat does not see any WiFi network. This is after a full factory reset again.

[Jenelyn_O]

Hi PA32Pilot,

Thanks for the follow up. I'm sorry for the delay. We'd like to investigate this case for you. Please fill out this form and let me know once you're done. 

Best,

Jenelyn

[Jenelyn_O]

Hi PA32Pilot,

Checking in — were you able to fill out the form? Please let me know, as I'll hand it over to our team. 

Best,

Jenelyn

[Jenelyn_O]

Hi PA32Pilot,

Checking back in — I just want to confirm if you were able to fill out the form. I'm looking forward to your response. 

Best,

Jenelyn

[PA32Pilot]

Yes, I did fill out the form and have started the Advanced Exchange process. I just ordered my replacement and I have my RMA labels.

[Jenelyn_O]

Hey PA32Pilot,

That's good to hear! Once you receive your replacement, you can use the return label attached via email for you to return the original device. Please let me know if you still have any questions or concerns. Otherwise, I'll be locking this thread after 24 hours.

Best,

Jenelyn

[PA32Pilot]

Hey there @Jenelyn_O and @Jeran, sorry for my delay getting back with you. I needed to go through the full "Factory Reset" procedure but was hesitant to do it with the cold weather I have had lately. Just did that procedure today and I am still experiencing the same problem. I went as far as to even connect my router via a really long Cat7 cable to my Fiber to Ethernet converter and did the full procedure with the router within just a couple of feet from the device. It never finds any WiFi connections at all. I think the WiFi on this device has died. The other two Learning Thermostats in my home are working just fine, so seems to be this on unit. What is the process to request a replacement?