Thermostat will not connect to Wi-Fi

[kmac]

Thermostat will not connect to Wi-Fi. Was working fine until had to restart our cable modem last night. Have followed all the suggestions in similar posts…reset device, tried connecting to a hotspot, went to nest.com/m15 for help…nothing has worked. Does this mean I need a new thermostat? 

[JagsB]

Adding to the issue reported by kmac.  Have a similar issue with two units installed six months ago. Last weekend the unit on the second floor could not connect to my WiFi network (Error code TD004 when trying to add it to the app) while the unit installed downstairs continues to operate without any issues on the same network. Have tried everything including reset, restart of both the impacted unit and my router. Appreciate any pointers.

[zoeuvre]

Hi folks, 

Thanks for reaching out to us, and I'm sorry to hear that you’re all having difficulties connecting your Nest Thermostat to the WiFi and on the Nest app. Let’s sort this out. 

@kmac, go back to the Nest app, and the app will show a circle with an exclamation mark on the Nest thermostat, then tap the exclamation mark and continue the thermostat configuration in the app. There's no need for you to choose Reset Device on the thermostat.

@JagsB, keep the thermostat awake by tapping on the display screen every 20 seconds, then start the pairing process from the beginning.

Let me know how it goes. 

Best,

Zoe

[zoeuvre]

Hey everyone,

I wanted to check and see if you managed to see the information I shared. Please let me know if you have any questions from here. I would be happy to assist and make sure you are good to go.

Thanks,

Zoe

[kmac]

Thank you, Zoe. I had already done that process several times and my thermostat would never even see our wifi network to continue the configuration process. I purchased the exact same model and it works perfectly now so something went wrong with the original thermostat. 

[zebulondanny]

I am having the exact same issue, error code m15. I've restarted the router multiple times, deleted the nest from my nest app to attempt a full reset/reload. Everything works on my google wifi except the nest thermostat. My phone is connected to the Google Home WiFi, but it will not link to the Nest Thermostat no matter what I try. How do I make a warranty claim and get a new one?

[zoeuvre]

Hi there, 

@kmac, thanks for the follow-up. I'm happy to hear that everything has been sorted out.

@JagsB, How's it going with your Nest Thermostat? Were you able to read the information that I shared? In case you have an update, let us know and we'll be happy to help.

@zebulondanny, don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done? 

I'll look forward to your responses. 

Regards,

Zoe

[zoeuvre]

Hi everyone, 

@JagsB, I wanted to check and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.
 

@zebulondanny, we've received your form — thanks for filling it out. Please keep an eye on your email as someone from our team will reach out to you to assist you further. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments. Please let me know if you need further assistance.

Best regards,

Zoe

[zoeuvre]

Hello folks, 

We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you run into any more issues in the future, please feel free to create a new thread.
 

All the best,

Zoe

[zebulondanny]

I didn't get any emails from you and now you're closing the dialogue? I don't understand next steps as the device still doesn't work.

[Jenelyn_O]

Hi zebulondanny,

I'm sorry for the delay. I know it's been a while now. Please keep an eye on your email, as I did follow up on your case. I'll keep this thread open to ensure that you'll get assistance. 

Thanks,

Jenelyn

[zebulondanny]

I still didn't get any email from nest support. Is there an 800 number I might call? I'm back at the property today through Sunday. The only error code I can identify is w5. When I try to connect the screen keeps spinning and spinning. Everything is working fine using the wifi.

[zoeuvre]

Hi zebulondanny, 
 

Thanks for reaching out to us, and I'm sorry to hear about the situation.

What type of Nest Thermostat do you have? Also, have you tried to restart your thermostat and checked if the same code appears? If not yet, press and hold the thermostat display for 10 seconds to restart, then go to Settings > Network and see if the same code appears.

I'll look forward to your response.

Best, 

Zoe

[zebulondanny]

I had to do a warranty claim - apparently it’s a known issue even tho I’ve struggled with it for 2 months…

[Markjosephp]

Hello there,
 

I wanted to stop by and see how I could help.

Thanks for looking into this, Zoe.

@zebulondanny, uh oh! I'm sorry to hear that you can't reconnect your thermostat to your Wi-Fi network. How's it going? Did someone from our team reach out to you? If you haven't yet, can we ask for your support ID number so we can check the status?

I'll look forward to your response.

Regards,
Mark

[zoeuvre]

Hi folks,

@zebulondanny, I want to check and see if you are still in need of any help. Please let me know, as I would be happy to assist and answer any questions you may have.
 

Thanks,

Zoe

[zoeuvre]

Hi there, 

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know. 
 

Best regards,

Zoe