No internet - W5

[LYNN48820]

My Nest Thermostat also won't reconnect to the internet.  I’m getting the  "nest.com/w5" display.  I’ve tried the restart several times as well as a reset to factory settings. I’ve rebooted modem & router.  Nothing works - I’m still getting the same error message.  I can set the temperature manually and the doorbell camera still works.  

I give!  Help.

[Markjosephp]

Hello LYNN48820,

Thanks for reaching out, and I'm sorry to hear that you're having an issue reconnecting your Nest Thermostat to the Wi-Fi network. We'd like to take a look at this for you.

Could you please fill out this form with the needed information and let me know once you're done? A member of our support team will be in touch over email to help.

Regards,
Mark

[CoolingWizard]

One of the problems seen is that the DHCP lease gets lost if you will.  The easy way to correct this is to use the MAC address of the Nest Thermostat and then create a reserved address allocation in your WiFi router for the MAC. This will ensure your nest will always connect to your WiFi. To correct WiFi connectivity issues, you seldom ever have to factory reset the Nest thermostat.  

Are you using the Nest App or the Goggle Home app?

The AC Cooling Wizard

[LYNN48820]

Well I have to admit that I understand very little about what you’ve said.  

My thermostat said it wasn’t connected to the internet. When I go to the Network setting it says Wi-Fi error.  When I hit continue, it says searching and just spins.  The thermostat is is less than 4 feet from the modem and router.  I repeatedly tried to manually enter the network name and password but nothing connected.  I turned the modem and router off, unplugged and repeated all the steps.  It did not work.  I turned the Nest unit off and back on, repeated all the steps.  It did not work.  I tried restarting the unit, repeated the steps, and it did not connect.  I cannot update the software since it cannot attach to the network.  

I have the Nest app.  I have now gone through the steps identified there and got to the page about check the router settings. I’m not sure what that page says so I will talk to my son about it tomorrow.  

Thanks.

[Brinads]

Mine did this same thing last week. The physical nest device in the hallway said it couldn't connect and failed to find wifi several times, but I could still control the temp on the nest app. I ignored it for the day because I was too busy to deal with it and it was fine the next day. No problems since.

But reserving the MAC address makes since. I might try that anyway to avoid any future annoyances.

[Jenelyn_O]

Hi folks,

@LYNN48820, I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon. 

@Brinads, how's your Nest Thermostat? Please let us know if the issue persists. 

I appreciate your help, @CoolingWizard and Mark. 

Best,
Jenelyn

[LYNN48820]

Thanks!  I have not yet reserved the MAC address.  It’s been off for about a month.  While it’s not a big deal for now I’ll want to be able to adjust the temp via the app this summer. 

[Jenelyn_O]

Hi LYNN48820,

Thanks for keeping us in the loop. While waiting for your MAC address and for the support that will send you an email, you can still control your Nest Thermostat manually. I'll keep this thread open until you get assistance. 

Regards,

Jenelyn

[LYNN48820]

Hooray!   I am connected.  I’m not sure if it was waiting the month, restarting everything numerous times, calling the Spectrum person, or restarting the router via the Spectrum website.  It doesn’t matter since it now works.  Thanks for all your help.  

[Markjosephp]

Hi LYNN48820,

Oh! It did work! I appreciate you keeping us in the loop. It looks like we have come to a solution, so I'm going to lock this thread for 24 hours. If you have any other concerns or questions, please feel free to create a new thread.

Regards,

Mark

[CoolingWizard]

I am sorry for not making my thoughts a little more clear.  The WiFi router grants access to the network by supplying an IP address to the device.  What the Nest Thermostat does is submit a request for an IP address, default gateway address and address of the name server from the WiFi access point.   This is dynamically assigned or allocated. The communications protocol that does this is called the Dynamic Host Configuration Protocol (DHCP). Think of it as a short term lease of an address that is unique and allows a device to communicate on the network. 

In the world of networking, devices have a physical media access control (MAC) identification.  What I was suggesting was to look at the Nest thermostat technical information and obtain that unique MAC address it contains. Then log into your WiFi router with the administrator ID and password.  Then locate the tool that allows you to reserve addresses.  It require the MAC address of the device, and then you assign an IP address to it. Now then, when the device with a that MAC address makes a DHCP request, it will be recognized and given the reserved address.  

Perhaps your son knows enough about the WiFi router he make this happen.  It will make the WiFi access more reliable too.

The AC Cooling Wizard