Thermostat cannot see any network

[Drew3820]

About 2 months ago our Nest thermostat stopped connecting to the network. Now it doesn’t see any wireless networks. On my iPad I see several wireless networks.  I have reset the thermostat several times with no luck.  Does anyone know if I can manually update the software on the thermostat via USB?

[EdwardT]

Hi Drew3820,

Thanks for reaching out. I'm sorry to hear that you're having an issue with connecting your Nest Thermostat to your Wifi. I'd love to know more about this and I have a few questions:

• Are you getting any message when your Nest Thermostat fails to find any network?
• How far is your Nest Thermostat from the router?
• Have you tried typing in the network name and password?

Looking forward to your response.

Thanks,

Edward

[Drew3820]

• The message on the thermostat is m15.
• I have two wireless networks. The first is from the Fios router and the second is from a Tplink mesh network. I moved one of the Tplink access points very close to the thermostat but it still can’t see either network.
•  I have tried entering the SSID and password with no luck.

thanks for any help

Andy

[EdwardT]

Hi Drew3820,

Thanks for the update. It's unusual that you'll get the code that you're getting because M15 errors usually occur when you interact with the Nest thermostat after you've started a new pairing session but didn't finish it. 

To isolate the issue, could you try enabling the mobile hotspot on your phone and check if your Nest Thermostat would detect it?

Thanks,

Edward

[Drew3820]

Sorry, I misspoke earlier.  The M15 error showed up when I tried to connect the thermostat to the network using the Nest app.  Trying to connect on the thermostat, it displays "searching" and "no networks found yet" while the blue line is circling the thermostat face.  It appears to search forever until I choose "Do Not Connect" or "Done".  

I chose "Done" and saw the message "Wi-Fi error nest.com/w5" on the Network settings icon.

I created a hotspot on my phone (which is connected to my home WiFi) and the thermostat can't find it.  I entered the name and password of the hotspot and still no luck.

thanks again,

Andy

[EdwardT]

Hi Drew3820,

Thanks for the reply and clarifying the message that you're getting. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[EdwardT]

Hi Drew3820,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hrs.

Thanks,

Edward