Thermostat won't connect to Nest App

[Kevinco1]

Hello I purchased the new Nest Thermostat (193575007649) for my home and it's installed properly with our existing system and I added it successfully to the Home app.

However I have not been able to add it to the Nest app. This is extremely important as I also purchased the Temp Sensor that I'd like to use in my room. 

If I pick the first option to scan the barcode it just links me back to the Home app. If I type in the number manually I'm able to proceed. The next step is to input the serial number, but it never stops hanging and I can't go any further.

Thanks in advance 

[Kevinco1]

Hi, just wondering if anyone has any insight or experience with this situation? Thanks! 

[Jenelyn_O]

Hi Kevinco1,

Thanks for reaching out. I'd love to help. It looks like you have the Nest Thermostat 2020 that could only be added in the Google Home app. Unfortunately, the Nest Temperature Sensor is only compatible with the Nest Learning Thermostat and Nest Thermostat E, and it could only be added in the Nest app. 

You can check out this support article for more information.

Best,

Jenelyn

[Kevinco1]

The model I have is the Nest Thermostat E

[zoeuvre]

Hi folks,

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

@Kevinco1, a few questions: 

• What is the exact message or code that you are seeing on the app or on the Nest Thermostat E?
• How far is the device from the router?
• Can you connect to the internet with other devices?
• Are there any other devices that experience issues with the Wi-Fi?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.

I'll look forward to your response. 

I appreciate your help, Jenelyn. 

Thanks,

Zoe

[zoeuvre]

Hello Kevinco1, 

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.
 

Regards,

Zoe

[zoeuvre]

Hi there, 

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