Thermostat battery and Wi-Fi issues

[rhtravers]

My Nest 3rd generation learning thermostat has stopped working after 10 months. The battery is not charging although I have now installed a c wire. Also, I can't connect it to WI-FI anymore. How can I get a real person to talk to ?

[SoriaD_]

Hello @rhtravers 

Thank you for reaching out to the community. I apologize for this disconnection on your Nest Thermostat. I appreciate you trying the troubleshooting steps. Let's work together to fix it.

To better assist you, I would like to know:

• Can your other devices find your Wi-Fi network name (SSID)?
• Can your other Wi-Fi-capable devices (phone, tablet, computer) connect to the internet through your Wi-Fi network?
• Is your phone connected to the same Wi-Fi network as the thermostat?
• How far away is the thermostat from the router?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?

In the meantime, here are some troubleshooting steps you can follow:

• Restart the Nest thermostat.
• Restart the router.

Feel free to keep us posting, we're here to find a solution for you.

Best regards,

Douglas.