Thermostat not connecting to Nest app

[JV6]

Nest thermostat not connecting to Nest app

[MelbaDT]

Hey JV6, 

Thanks for posting and sorry to hear that you're having a hard time adding your thermostat to your Nest app. I wanted to check on it further. 

A few questions ― what type of Nest thermostat is this? Are you getting a code or a message on the actual thermostat's display or on your Nest app when trying to add it? if yes, what is it? It would also be awesome if you could provide a rundown of the steps that you've tried so we could pick up from where you've left off. 

Best, 

Melba

[JV6]

It is model T3021US.

Thermostat connects to network WiFi & is operating correctly.

Cannot connect / link thermostat to Nest App (Android).

Tried multiple times connecting/ total reset & no luck.

Tried manual setup. NG

Tried a different phone (my wife's) & no luck.

Updated thermostat software - still doesn't connect.

Uninstalled / reinstalled Nest App. NG

Spoke to two different Google reps. No luck.

No other Nest products on WiFi network.

Tried just connecting to Home App. NG

Two friends had same issue with their Nest thermostat, so this isn't an isolated issue.

Frustrating.

[MelbaDT]

Hey there, 

I understand how you feel and I want to get into the bottom of this. Could you provide the case id of your interaction with our support team so I can have it reviewed?

Best, 

Melba

[JV6]

Google Support Inquiry:  Case ID [5-7369000032494]

Google Support Inquiry: Case ID [4-6011000032447]

[jasonloves2ski]

I'm having the same issue, any resolution?

[MelbaDT]

Hey folks, 

JV6, sorry for the delay but thanks for these added details. I was able to review the case ids and you were advised to return the device to the store where you've bought it for replacement. Have you had the chance to do that these past days? 

jasonloves2ski, sorry to hear that you're experiencing the same on your Nest thermostat. Are you getting a specific message or code? What specific Nest thermostat is this? Also, could you provide a rundown of the steps that you've already tried?

Best, 

Melba

[JV6]

No because then we would be without a thermostat. My understanding was they (Google / Nest) would send me a new thermostat & I would return the defective one within 7 days. Haven't had a chance to do that yet since I've been traveling & this is at a 2nd residence.

[MelbaDT]

Hey JV6, 

Gotcha. Do feel free to respond back to the email of our support team on the same case if you've worked with them as soon as you're able to so they could start initiating the replacement process then. 

Stay safe!

Best, 

Melba

[MelbaDT]

Hey there, 

Just wanted to let you know that I'll go ahead and lock this thread now. As I've mentioned above, please reply back to your existing case id with our support team as soon as you're able to so we could continue helping you there. 

Cheers, 

Melba