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Community Member

I’m trying to add my installed Nest Learning Thermostat to the app.   I go through the set-up process (network connects, etc.) and I get to the “Location of Thermostat” page, and I can’t do anything, I can’t pick a room, “X” out of the page, or use the back arrow, it freezes. I have to close the page by swiping up.  I’ve reset my router, uninstalled/reinstalled the app, I’ve turned my phone off and on, I continue to get an “Incomplete” on the Nest screen.  Is there a help desk to call that will walk me through this?




You can contact Support, using the link and instructions in this post; at the end you get choices for a phone callback, chat, or email:


Community Specialist
Community Specialist

Hi folks, 


@viorio, thanks for reaching out to us, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, could you help us with the exact message or code you see on the app and on the thermostat pertaining to incomplete setup? Also, if you have another phone or tablet, whether an iOS or an Android, you may use it to try setting up the thermostat just to check if this is a matter of connection, device — your phone, or the thermostat itself.


I'll look forward to your response. 


I appreciate your input, @MplsCustomer




Community Member

Good Morning Zoe,

I tried to run the thermostat for hours, it was frustrating and stressful because there was no air conditioning in the house and the temperature was already at 79 degrees.
I managed to connect the thermostat, but without internet, it was the only way to make the air conditioning work.

I tried calling customer service but the number got disconnected. I cannot understand how Google sells a product and does not provide assistance to customers, which is unacceptable. I'm very disappointed.

Anyway, I need to know if you are part of Google's customer support team and if you can help me. I am available today until 12:30 pm. You can call me at (407)724-2502.

Let me know so I can connect my phone's App to the wall station.

I will be waiting on your response.




Community Specialist
Community Specialist

Hi there,


@viorio, thanks for the follow-up information. Unfortunately, we don't make phone calls here in the Community forum. However, I'd still like to take a closer look at it. Nest Thermostats should have a battery level above 3.7 to connect to the Wi-Fi network. Could you please provide your thermostat's power readout? 


You can follow the guide below:

Nest Learning Thermostat and Nest Thermostat E:


  1. Go to your thermostat Quick View menu.
  2. Go to Settings.
  3. Look for Technical Info.
  4. Select Power.


Nest Thermostat 2020:

  1. Open the Google Home app and then tap the thermostat and then tap Settings .
  2. Select the Device Information.
  3. Choose Technical Information.


I appreciate the inputs, @MplsCustomer and Zoe.