Thermostat has lost connectivity

[ChrisBrann]

Our bedroom thermostat has disconnected from our Wi-Fi, but the Internet is working with good signal on other devices. I have followed the troubleshooting- rebooted our router, the thermostat & removed the Wi-Fi & tried to reconnect, but it still doesn't find the network- even if I type it in manually.

Any ideas?

[DMB2]

I am having the same problem. Mine has been disconnected from my WiFi for about a week, but all my other devices work fine. I went through the whole troubleshooting process and nothing worked, I thought I’d worry about it later until today, when I came home and my house was freezing. The a/c was on full blast b/c my nest was saying it was 89 degrees and was obviously trying to cool it. In reality, the indoor temp was no more than 65. I’m pretty frustrated with nest at this point.

[Jenelyn_O]

Hi there,

Thanks for reaching out — I'm sorry for the trouble this may have caused you. I'd love to know more about it: do you see any messages or code on your Nest Thermostats? Could you please check for any interference caused by cordless phones, baby monitors, microwaves, Bluetooth devices and wireless video equipment near your thermostat and on your router? Also, try to use a mobile hotspot for your thermostat to see if it will show on your thermostat screen. This will help us to isolate the issue further. 

@DMB2, I suggest turning on your thermostat Sunblock under Settings and Nest Sense. Please check as well if your thermostat is near any possible heat source like a big television and power outlet. 

Best,

Jenelyn

[ChrisBrann]

Hi,

I have tried using a hot spot from my phone but it doesn't find that either.

We moved into a brand new house two weeks ago  & it connected straight away,  but it then went off line after a week or so & now says it can't find a wifi connection, but we have full bars on all other devises in the house & the hallway Nest is working fine?

We have no other devices that will be causing interference

Thanks for your help

Chris

[DMB2]

Hello - I am seeing a W5 error code. From what I’ve read online, there is no fix to that other than to replace it. Is that correct? I’ve tried all provided trouble shooting/recommendations, including a factory reset, and it still won’t connect to my Wi-Fi or read the temperature correctly. The thermostat was installed about a year ago in my house during construction, and it worked fine until it suddenly didn’t. There were no changes to anything in the house before it started to malfunction that could affect its connectivity or operation.

[Patrick_Caezza]

@ChrisBrann 

Which Nest thermostat do you have?

How is the base wired?

[Jenelyn_O]

Hi there,

Could you please provide the information asked by Patrick_Caezza? Also, please let us know if you still need help, as I'll be willing to assist you further. 

I appreciate your help, @Patrick_Caezza.

Best,

Jenelyn

[ChrisBrann]

Sorry, I forgot to say that the nest was wired into the property as its a new-build home

@Patrick_Caezza 

[Jenelyn_O]

Hey ChrisBrann,

Thanks for the update. Could you please go to your Nest Learning Thermostat Quick View menu then highlight the gear icon for Settings and check if you'll see any messages or code there? 

Best,

Jenelyn

[ChrisBrann]

Sorry but I can't find anything with a code other than 'your network may be hidden or too far away', but it isn't?

[Jenelyn_O]

Hello there,

Did you try to perform a factory reset on your Nest Learning Thermostat? If not, proceed with it and check if it will be able to detect your Network. 

Please let me know how it goes. 

Thanks, 

Jenelyn

[ChrisBrann]

Yes I have tried the full reset a couple of times, but it's still the same 

[AlexD]

Thanks for trying all these steps @ChrisBrann . I would like to create a case for you so I can look into some more details. Would it be ok if I reached out to you over the email associated with your account here? 

[ChrisBrann]

Yes that's fine

Thanks

[UanaC]

Hello there @ChrisBrann! I've just sent you an email. Let me know when you've replied to it. 

[ChrisBrann]

Yes I replied to it days ago, but haven't received an update?

[UanaC]

Hello there @DMB2 ! Thanks for posting. I'm sorry that you've encountered this issue, but I'll do my best to help. Would it be okay if I reach you too over your associated email? 

[DMB2]

Yes, thanks. 

[LarisaL]

Hi there @DMB2! I sent you the email that my colleague told you about. 

Regards, Larisa.

[DMB2]

Thanks, I filled out and submitted the form.

[DMB2]

Hello, I filled out this form 5 days ago and haven’t heard anything. Thermostat still doesn’t work. Please help @LarisaL @Jenelyn_O @UanaC 

[OannaCG]

Hi there @DMB2 ! From what I could see, you're located in the U.S. therefore we're not able to assist you. Please contact our colleagues from the U.S. department via phone/chat and they'll help you sort the issue out: https://goo.gle/31i1U5t .

[ChrisBrann]

Yes that's fine 

[OannaCG]

Hi there @ChrisBrann ! I found your form but the serial number is not the one that I need. You can find it either on the back of the detachable display or by going to Settings > Technical Info > Display on the thermostat itself. It usually starts with 09 or 15. Please re-fill the form out and let me know here once you completed it. 

[LarisaL]

Hi @ChrisBrann! Did you see the message from my colleague?

Regards, Larisa.

[AlexD]

Hey there, I haven't heard from this thread in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.

[ChrisBrann]

It is a Nest 3.7

software 5.9.5-2