Please help, tried everything

[kasimo22]

I just moved into a new apartment and I cannot connect to the Nest app or Google home. When the Nest app asks for the entry key, I type it in and press enter, but nothing happens. I can press enter 50 times and nothing happens. So, I try to scan the QR code instead. I scan it, the square turns green as if it scanned correctly, but then nothing happens. It just keeps rescanning the QR code over and over but doesn’t take me anywhere. I tried to connect via the Google home app as well, scan the QR code, I receive a check mark as if it scanned, but then it takes me right back to the Home Screen where I started with no shown connected devices. 

I have tried:

1. Resetting thermostat

2. Factory resetting thermostat

3. Restarting Wi-Fi router

4. Uninstalling and reinstalling both apps on my iPhone 

I have searched online and have seen others with this issue, but I haven’t found a solution.

[MelM]

Literally struggling with the same issue right now...but unable to connect them to new panoramic wifi... Rather than doing a factory reset,  go into the settings on the thermostat and select disconnect. On the googke home app, go into home, select 'add device' and follow until until you can select 'already installed'. It will then prompt you to connect to wifi. This is where I'm having problems.  Hope this helps!

[kasimo22]

Thanks for the response! Unfortunately, disconnecting the thermostat made no difference, and it’s still doing the same thing 😞

[EdwardT]

Hi folks,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[Floradora]

TY but I’m ok now. For some reason after a few days when I tried it again it all worked. Maybe the app needed a few days off. 

[MelM]

Hi Edward, We've recently "upgraded " to panoramic wifi (with Cox) and determined that was when everything changed.  We read that most smart devices can't connect to panoramic wifi... is this true? If so, is there a way around it? Do we have to change out internet source (we will!). For the record, Cox is no help and the problem cannot be rectified through them. Thanks!

[EdwardT]

Hi folks,

@Floradora, thanks for the update! I'm glad to hear that you were able to get it working. Please observe it for now and let us know if anything comes up.

@MelM, thanks for the update. I'd love to know more about what's happening. Are you getting any message when you setup your Nest Thermostat? Also, could you try enabling a hotspot on a phone and check if your Nest Thermostat would connect to it?

Thanks,

Edward

[EdwardT]

Hi folks,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[Jhonleanmel]

Hi everyone,

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 in 24 hours.

Thanks,
Mel

[Floradora]

I have the same problem right now.  I was on the phone with a google person for over an hour yesterday and I've researched everything and the same thing is happening to me.  The only recourse left for me is to pay a google tech to come to my home to try to figure this out.  It was working a few months ago but not now. 

[Markjosephp]

Hi folks,

I'm sorry to hear about the issues that you're all having when trying to set up the Nest thermostat in the Nest app or Google Home app. I'm happy to help.

Do you all mind me asking what type of Nest thermostats you're trying to add? Here's your reference. Also, going over the steps here might help:

For Nest Thermostat E and Nest Learning Thermostat:

1. Go to Settings > Reset > Account Connection > Reset to confirm.
2. The thermostat will reboot, then reconnect to the Wi-Fi network.
3. Once connected, go to the Nest App option under the settings and select QR code.
4. Proceed with adding the device to the Nest app.

For the Nest Thermostat.

1. Reset to the factory default.
2. For a minute, detach the display from the base and take out the batteries for a minute to restart.
3. Plug them back in and put them back to base.
4. Continue the setup on the Google Home app.

Follow the steps on this page and let me know how it goes.

Thanks,

Mark