Thermostat Do Not Reconnect To Wifi and Nest App

[Farinaz]

Hi there,

My thermostat is disconnected from the wifi and Nest app. I've followed the troubleshooting pages to fix the issue but no luck. Can you please advise?

Thanks,

Farinaz 

[Markjosephp]

Hello Farinaz,

I'm sorry for the delayed response. I appreciate you've tried to find a fix.

Let's find out more about what happened. A few questions:

• What type of Nest Thermostat do you have?
• Are you getting any message code when trying to connect?
• Can your thermostat find other Wi-Fi networks?
• Are you trying to connect to the 2.4 GHz or the 5 GHz network?

Looking forward for your response.

Thanks,

Mark

[Farinaz]

Hi Mark,

I’m on vacation and have limited access to internet. Sorry for the late reply.

I have the learning thermostat 3rd generation. It can’t find any wifi networks, and we tried both 2.4 and 5GHz networks but no luck.

I appreciate if you could let me know how it can be resolved.

Thanks,

Farinaz

[Markjosephp]

Hello Farinaz,

I understand you're away with your Nest thermostat. No worries! Here are the additional steps for you to continue troubleshooting whenever you're available.

On your thermostat:

1. Check if there are any message codes or reports under Network settings. If there's none, proceed to the next steps.
2. Settings > Reset > Account Connection > Reset.
3. Turn on your phone's personal hotspot.
4. Go back to network settings.
   1. See if your thermostat is able to detect Wi-Fi networks, including your hotspot.
   2. If not, type in your Wi-Fi network name and password.

Please let me know if that helps, or if issue still persists.

Best regards,

Mark

[Markjosephp]

Hello Farinaz,

I know it has been a while but I wanted to ensure that everything is covered here.

Best regards,

Mark

[Markjosephp]

Hi Farinaz,

Chiming in to check if you have additional questions or concerns as we will be locking this thread in 24 hours.

Thanks,
Mark

[Markjosephp]

Hi there,

I just wanted to see if you still needed help reconnecting your Nest thermostat to your Wi-Fi network. Please let us know if you have any other questions or concerns.

Best regards,

Mark

[Markjosephp]

Hello Farinaz,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread in 24 hours.

Best regards,

Mark

[Farinaz]

Hi Mark,

I just came back from vacation. I'll try what you suggested and let you know if it works.

Thanks,

Farinaz

[EdwardT]

Hi Farinaz,

Thanks for responding. How's it going with your Nest Thermostat? Were you able to try the steps? Keep us posted.

Thanks,

Edward

[EdwardT]

Hey Farinaz,

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

[EdwardT]

Hi Farinaz,

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,

Edward

[Farinaz]

Hi Mark, thanks for checking. There is the following message on the thermostat under Network setting. 

"Wi-Fi connection error"

[Markjosephp]

Hi Farinaz,

It's me again. Thanks for getting back and letting us know that message you're getting.

To be specific, does it show any message code? If so, what's the code you're getting on your thermostat's network settings?

I'll look forward for your response.

Best regards,

Mark

[Farinaz]

Hi Mark, No there is no message code.

Regards,

Farinaz

[Markjosephp]

Hi there,

Thanks for checking. Referring back to your yesterday's response, you mentioned that you get a "Wi-Fi connection" message on the thermostat. To check the exact code, try to tap and hold your thermostat screen for 10 seconds until it shuts down to restart, then check the network settings again.

Keep me posted on how it goes.

Best regards,

Mark

[Farinaz]

Hi Mark,

I tried what you said but all I get on the screen is "Your thermostat is having trouble connecting to Wi-Fi right now."

Thanks,

Farinaz

[Markjosephp]

Hi Farinaz,

I appreciate your effort in doing the steps. Let's give it another try:

1. Reset your thermostat to its default settings.
2. During the initial process, skip the Nest app and the prompt for an Internet connection until you reach the "finish setting up" part.
3. After that, check for any other message code under network settings.
   1. If none, turn on your phone's personal hotspot and let your thermostat search for available Wi-Fi networks.

Please let me know if that helps or if the issue still persists.

Best regards,

Mark

[Farinaz]

No luck! The thermostat cannot find a Wi-Fi.

Thanks,

Farinaz

[Markjosephp]

Hello Farinaz,

Uh oh! I'm sorry if those steps did not work. Let's sort this out.

Please fill out this form so we can look into this and let me know once you're done.

Best regards,

Mark

[Farinaz]

Done!

Thanks,

Farinaz

[Markjosephp]

Hi there,

Thank you for your patience with us. We've created a case for you, Farinaz. Your issue has been escalated to our upper support team. Be on the lookout for an email from us in your inbox soon. Also, please continue the conversation there, as this thread will be locked after 24 hours unless you have additional questions or concerns.

Best regards,

Mark

[Farinaz]

Thanks Mark. Looking forward to hearing back from your upper support team.

Regards,

Farinaz

[Markjosephp]

Hello Farinaz,

No worries, I'm glad to help! So this thread will be locked within 24 hours. Please keep an eye on your email, and don't forget to check the spam or junk folder for the updates.

Best regards,

Mark