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Thermostat does not connect to WiFi cannot be added to the account

HGai
Community Member

My Nest thermostat was working fine until my AC broke down. As part of troubleshooting the repair technician removed the thermostat from my Nest and Google Home account. Now we have a new AC unit and after reapplying the thermostat, it seems to do the functions but unable to add back to the Nest account. Tried to reset several times, verified other devices in that same area get WiFi signal, and attempted to add back to the account many times. It just does not connect to the WiFi, and I don’t know how to connect with live Google support to help with manual reset or Dropbox reset (a term I heard on other forums).  Please help.

5 REPLIES 5

EdwardT
Community Specialist
Community Specialist

Hi HGai,

 

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

 

  • What type of Nest Thermostat do you have?
  • Are you getting any messages when it fails to connect?
  • What is the power readings of your Nest Thermostat? You can find this info by going to Settings > Technical Info > Power.

Looking forward to your response.

 

Thanks,

Edward

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

How's it going with your thermostat? Still need our help?

 

Best, 

Melba

HGai
Community Member

I called up Support and they send me a replacement unit which now connects to WiFi and things are back to normal. My suspicion is that when contractor removed it, they accidentally changes some settings. My guess is manual firmware update may have fixed it, which support team addressed by sending a replacement unit. Thanks Google and Thank You for the help here

MelbaDT
Community Specialist
Community Specialist

Hey HGai, 

 

Got it and thanks for getting back to us — we're glad to hear that our support team was able to assist and send you a replacement thermostat.

 

Feel free to reach out should you have further questions. 

 

Cheers, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hi, 

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

 

Best, 

Melba