No wifi connection nest Learning thermostat

[PastorJewell]

No wifi connection. I have tried all the troubleshooting suggestions 

[Cmatuer]

Me too!  Pretty sad. About to replace it. It has gone deaf to Wi-Fi. Second unit to do so. Not the battery and not the router or modem. Very poor product. 

[PastorJewell]

I have done all the troubleshooting suggested. It's not a year old yet! 

[BlueDog]

I’m having the same issue. Cannot connect to app and display keeps going into a deep sleep. Where/how do we get help? I’ve tried everything. Will replace if can’t get answers. 

[Godswill]

I’m having the same issue. It was fine for 7-8 months and now wont connect at all. Added an extender and still wont connect.

[BlueDog]

apparently nest thermostats work about 6-7 months then just stop working. I was on the phone for hours with support and they kept having me reset a million times with the same results. I hope they escalate this for the sake of myself and others in same predicament. I will need to install a different one soon if not resolved soon. 

[Jenelyn_O]

Hi folks,

Thanks for reaching out. I'm sorry for the delay and for the trouble this may have caused you. Could you please go to your Nest Thermostat Quick View menu and highlight the gear icon for Settings then check for any messages or code there?

@PastorJewell, what are the troubleshooting you already tried? 

@BlueDog, please share your case number.

@Godswill, and @Cmatuer, to isolate it further, try connecting it to your hotspot. 

Best,

Jenelyn

[Godswill]

I went through all of that on my own multiple times and then with a rep. I was supposed to get one mailed to me but never received it

[Godswill]

5-7801000034128 this is my case #. 

[Jenelyn_O]

Hi  there,

@Godswill, thanks for that information. Your replacement was already processed. You should receive an email to your Hotmail account to place an order to the cart link. Please check your inbox, junk or spam mail. 

@PastorJewell and @Cmatuer, how's it going? Do you still need our help? 

Best,

Jenelyn

[Markjosephp]

Hello folks,

Thanks for the help here, Jenelyn.

@BlueDog, we have received your form. Soon, a member of our upper team will contact you via email. So please check your email from time to time for the updates.

@PastorJewell and @Cmatuer, I wanted to ensure that everything was covered here. Have you managed to try the steps shared by Jenelyn? How's it going so far? Please let me know if that helps or if the issue still persists.

Regards,

Mark

[Cmatuer]

Of course I tired everything suggested, even plugging the device j to a charger for two hours. The voltage was always good. The device just goes deaf to wifi. 

[Markjosephp]

Hello everyone,

I'm sorry for the trouble this may have caused to both of you.

@BlueDog, our discussion has been escalated to our upper team, which sent you an email with additional help. Please check your inbox and continue the conversation there.

@Cmatuer, I appreciate all the steps you've taken. Please fill out the form as well so we can check for more options and let me know once you're done.

Regards,
Mark

[BlueDog]

I already have but they have not helped. They closed the case unresolved. I give up. Getting a different thermostat and will never use nest products again. Support is horrible. 

[Juni]

Hi there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.
 

Thanks,

Juni

[Cmatuer]

I am looking at the thermostat now. It won’t even turn on. Just flash g a small red light. 

[Godswill]

I’m waiting on the nest to arrive. I paid for the new one just need it to arrive

[Markjosephp]

Hello folks,

I wanted to ensure that everything was covered here.

@BlueDog, I see that our team sent you an email update with the next possible steps. Please check your spam or junk folder about this.

It appears that your thermostat's battery has been drained, @Cmatuer. Could you try charging it manually for an hour using a micro USB charger? Keep me posted on how it goes.

@Godswill, it looks like we have found a solution by replacing your thermostat. If there’s anything else I can help you with, please let me know.

Regards,

Mark

[BlueDog]

I tried to notify that I’ve already tried all that was suggested. Nothing worked. I can’t seem to reach anyone at Google so they closed the case!!   Terrible. 

[BlueDog]

my case # is

7242000033471

i have not heard anything even though supposedly escalated. 

[Jenelyn_O]

Hi BlueDog,

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

Regards,

Jenelyn

[BlueDog]

I have tried your suggestions but still no connection. Same results. 

[BlueDog]

This is crazy. They never escalated. I received one email giving me suggestions I already tried directly with them. Terrible customer support. They opened a case and escalated then just closed it. What is up? Is there no standards for support or do you just close cases? Very unethical.