Tried all the Wi-Fi connection troubleshooting

[RJSoets]

My nest 3rd gen thermostat was working fine for a year. Out of the blue, it went off-line. It won’t recognize the house Wi-Fi. I’ve done all the troubleshooting. I even tried using my phone hotspot and it did not recognize that either. Help!

[ArtySteve · Accepted solution]

So many others have this problem too. It's a shame Google will not take responsibility for the fault. My 3rd gen worked for 24 months but now I have the same dropout issues as so many others. They offered a new 1/2 price unit and said it was probably the chip. At over £300 with pro installation  I expect the device to last longer than 24 months. 

After this experience, the Netatmo smart thermostat maybe my next purchase with a 5-year warranty. 

[RJSoets]

This defective Nest Gen 3 is less than 2 years old.
Google: …. How do I return this for a replacement?

[NLK]

Same for me, I have a nest, learning thermostat, third generation, and since December, it has found my Wi-Fi until yesterday and then it went off-line, and I have restarted the Wi-Fi modem; restarted the thermostat; signed out and back into my Google account to no avail. It’s now been off-line for about 20 hours. I don’t know what else to do, did you figure out your issue? Thank you. 

[ArtySteve]

I had w2 and then w5 errors. I turned off the WPS, set reservations on the router, more router settings, factory reset, moved the router and moved the thermostat. It kind of worked for a day or a week then I started dropping out again. Now it is not connecting at all and the W5 error has come up which shows the wifi chip has problems or has failed. 

I have spent a lot of time on this and with Google support. They did try hard to be helpful but it depends on which error you have to what they can or will do. 

So no, I could not resolve the issue but I came to a resolution with Google in the end.

[RJSoets]

I tried our house Wi-Fi, and also tried my phone hotspot. At this point, I am 99% sure it’s a defective nest thermostat. This is really disappointing since it’s only a year old.

I’m going to now work on warranty coverage. We’ll see if Google backs their products well or not.

[zoeuvre]

Hi folks,

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. 

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

@NLK, a few questions: What type of Nest Thermostat do you have? Does it show offline in the Nest app or Google Home app or indicated on the Nest device? Has there been any recent change in the home Wi-Fi network? Also, is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three to fifty feet from the Nest devices?
 

I'll look forward to your responses. 

I appreciate your help, @ArtySteve. 

Best,

Zoe 

[RJSoets]

Hi Zoe, I filled out the form. I will only be here today… so would welcome any help ASAP! Thanks!