Warranty Claim?

[jcraw29]

I have had my Nest thermostat since Sept and it now does not recognize wires that are hooked up -- I believe I need to file a warranty claim -- where to file it?

[CoolingWizard]

@jcraw29 , first of all, are you saying the nest backplate no longer registers a wire as being attached? Go to your Nest Thermostat, enter SETUP > EQUIPMENT and you will see a display of your backplate and any wires attached. Take a picture of that and upload it here.  Thank you. 

AC Cooling Wizard

[jcraw29]

I deleted and try to re-add it -- it does not even connect even after scanning the QR code

[Markjosephp]

Hi there,

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

I appreciate your help here, @CoolingWizard.

@jcraw29, thank you for taking the time to let us know about your inquiry. I'd love to know more about this.

Could you tell us the wiring report or message code you're getting? Also, please share with us a picture of your thermostat's wiring and gather the power readings in the Technical Info or Equipment settings.

I'll look forward to your response.

Regards,
Mark

[Markjosephp]

Hello jcraw29,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Best,

Mark

[Markjosephp]

Hi jcraw29,

It has been a few days since your last reply, and we're going to lock the thread within 24 hours. If you have any questions, please feel free to create a new post.

Thanks,

Mark

[jcraw29]

The thermostat will not even pick up wi-fi anymore ... it is not working at all

[Jenelyn_O]

Hey jcraw29,

What are the messages or codes you received when the issue occurs? 

I appreciate your help, Mark.

Best,

Jenelyn

[Jenelyn_O]

Hi there,

Checking if you still need help. Please let me know, as I'll be willing to assist you further. 

Regards,

Jenelyn

[jcraw29]

I need to return my thermostat for a new one -- it should still be under warranty

[Jenelyn_O]

Hi jcraw29,

We want to isolate it further to ensure where the issue is coming from. Please share with us all the information we asked above. It will help us to move forward. 

Thanks,

Jenelyn

[Jenelyn_O]

Hi there,

It's me again! I wanted to follow up if you still need help. Please let me know if you’re still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Jenelyn

[Jenelyn_O]

Hey jcraw29,

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. 

Regards,

Jenelyn

[jcraw29]

Yes - the thermostat is not picking up Wi-Fi - it doesn’t register anything 

[zoeuvre]

Hello everyone, 

@jcraw29, I understand the situation you are in right now where your Nest Thermostat is not picking-up WiFi. However, we need more information such as the exact message code you are getting from the Nest Thermostat and on the app so we can determine what steps we should do in order to resolve the situation. 

I'll look forward to your response. 

Thanks for all you help here, @CoolingWizard, Mark, and Jenelyn.

Best,

Zoe

[jcraw29]

Can you give me an e-mail so i can send you a screenshot of the screen(s)?

[Markjosephp]

Hey jcraw29,

You can reply here on your Community feed, but please make sure to sign in with your Community profile account and tap the camera icon to attach the screenshot or photo.

I'll look forward to your response.

Thanks,
Mark

[jcraw29]

[Markjosephp]

Hey jcraw29,

Perfect! Thanks for sharing the photos. Let's sort this out.

Going over these steps might help:

1. Remove your thermostat display from its base.
2. Take out both batteries and leave them disconnected for at least 3 minutes before plugging them back in.
3. Ensure that all wires are still properly connected and the tabs are pushed down.
4. Turn Off and On your phone's Wi-Fi network and Bluetooth.
   1. Make sure that there are no Bluetooth devices connected to it.
5. Open the Google Home app and select the thermostat tile you're having an issue with if it's still showing. If not, proceed by adding it as a new device.

Let me know if that works.

Regards,
Mark

[jcraw29]

I have done all of the above -- it shows up on my google home -- but says 'not playing' ....

[Markjosephp]

Hey there,

Great troubleshooting so far, jcraw29. To clarify, how many Nest Thermostats do you have? Can you still control them both in the Google Home app but not in the display? Also, if you both have the same thermostat version, can you try switching the displays and see if there will be changes?

Keep me posted.

Thanks,
Mark

[Markjosephp]

Hello there jcraw29,

I don't want to be a nudge, but I'd like to check if you were able to get your thermostat working. Feel free to reach back if you still need help.

Best,

Mark

[jcraw29]

No -- I sent all the information I have on it and have tried everything you told me to do.

[Markjosephp]

Hey jcraw29,

Oh no! I'm sorry if that didn't help. We'd like to investigate this further and try to look for more options.

Could you please fill out this form with the needed information and let me know once you're done?

Regards,
Mark

[Dan_A]

Hello there,

We haven't received your form. Have you had a chance to fill it out? Just in case here's the link.

Thanks,

Dan

[Dan_A]

Hello again,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Cheers,

Dan