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Wi-Fi disconnected

Batch
Community Member

It seems to me there are a few of us that Wi-Fi has disconnected and we do everything we’re told and nobody has given us an answer that works .

21 REPLIES 21

thomas6
Community Member

"Your warranty ended June 16th, 2022. We recommend you buy a new thermostat."
This was the answer I got, 10 days passed the warranty expiration. Very disappointed in the lack of support.

Don't know what I'm going to do yet.

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I'm sorry for the delay. @Batch Are you getting any error message when your thermostat disconnected from your Wi-Fi network? What type of Nest thermostat do you have? Also, did you make any changes to your Wi-Fi network?

 

@thomas6 Could you tell us when and where you purchased your thermostat? Also, are you in the same country where you bought it?

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

Batch
Community Member

Google support sent me a new thermostat and I sent the other back

Thanks

Ryan_G
Community Specialist
Community Specialist

Hey Batch,

 

Thanks for the reply.

 

It's great to hear that a replacement Nest Thermostat is on the way. Let us know if you need further help by replying to this thread.

 

Regards,

Ryan

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

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.

 

Thanks,

Edward

 

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward

thomas6
Community Member

@aatienza, I purchased my thermostats from Home Depot online on June 9th 2020. Yes, I'm in the same country where I purchased them. Would love to get a replacement for it since it seems like a product issue and not something we did wrong.

MelbaDT
Community Specialist
Community Specialist

Hey thomas6, 

 

We understand how you feel and we'd like to check this further. Could you provide the case id of your interaction with our support team?

 

Best, 

Melba

thomas6
Community Member

@MelbaDT I chatted with support the first time with a case ID of 1-2314000032653. I then called support but didn't write down the case ID.

MelbaDT
Community Specialist
Community Specialist

Hey thomas6, 

 

Thanks! I've reached out to our higher level of support for further assistance. I'm not promising that a replacement will be processed for you as the device is past it's warranty period but we'll see what we can do.

 

Please hang in there — I'll get back to you as soon as I have something to share. 

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Sorry for the overdue update but our higher level of support had sent you an email. Could you please reply back with the information being asked so we could proceed with your case?

 

Best, 

Melba

Ryan_G
Community Specialist
Community Specialist

Hey thomas6,

 

Thanks for being here in the Google Nest Community.

 

I'd like to jump in here and check if you've sent a reply to the support team. We'd like to further assist and let us know if you have further questions.

 

Thanks for the help, Melba.

 

Regards,

Ryan

thomas6
Community Member

Thank you for giving me the heads up about the email, I had missed it. I will get a response back to them as soon as possible.

Thank you @Ryan_G and @MelbaDT for your support here through the forums. This has been a better experience with more consideration for customer needs than the phone support. I hope Google can address this common issue with the wi-fi in their Nest devices.

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

You're welcome and thank you for your feedback. Rest assured that we'll pass it along to our team.

 

Keep an eye out for news and updates.

 

Cheers, 

Melba

thomas6
Community Member

@MelbaDT @Ryan_G I received the new thermostat and replaced the non-working one. Simply unplugged the broken one and plugged in the new one and it works just fine. Hope it lasts for more than 2 years this time. 
Thank you for your help in this process.

EdwardT
Community Specialist
Community Specialist

Hi thomas6,

 

Thanks for the update. I'm glad to hear that you were able to set up the replacement with out any issue. Please observe it for now and let us know if anything comes up.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi thomas6,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi thomas6,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward

thomas6
Community Member

@EdwardT No other questions. Thanks again for the team's support.

EdwardT
Community Specialist
Community Specialist

Hi thomas6,

 

Thanks for the update. I'm glad to hear everything is back and working as intended. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward