WiFi Connection. One of my e nest thermostats lost wifi connection 9 days ago.

[ABUS]

I've gone through every published troubleshooting procedure to reconnect and still no luck. The thermostat doesn't find any networks.

[ABUS]

I have two other e thermostats and one learning thermostat all working fine.

[MelbaDT]

Hey ABUS, 

Thanks for the detailed description of your concern and I'm sorry to hear about your other thermostat not finding any Wi-Fi networks. By any chance, are you getting a message or a code on your Nest app or Nest thermostat display? If yes, what is it? Also, could you provide a rundown of all the steps that you've tried just for us to cover all the bases?

Best, 

Melba

[CarolinaGuy]

I have two Learning Nest units and one upstairs lost WiFi 8 days ago. The past few days unit ALSO was blank. Finally go the unit to light up and I restarted it. Will NOT connect to Wi-Fi. One downstairs still works fine! How do I get this defective unit replaced??

[ABUS]

Hi Guy, I went on the Nest website and called the support number. I told them that I had already gone through all the published steps to reconnect to wifi more than once. Even though my unit was out of warranty they agreed to replace it free of charge. I ordered the new thermostat and when it comes I will send the old one back to them. They will then remove the charge hold on my google pay account. They did email a return label for free also. 
  Good Luck. 

[CarolinaGuy]

I had a similar problem and engaged Customer Support at Google.  They were very quick to help me in determining my unit was defective. Since mine was in warranty, they immediately forwarded a link to order the replacement. I wanted the shipping upgraded but they really struggled with that. Finally, after working with them for 3 hours, I just created the order with standard shipping and I am expecting it to arrive early next week. I have scheduled a professional installer to replace it. Hopefully, the replacement will work as well as the other unit I have downstairs. They support rep mentioned that if the battery voltage is less than 3.8v, it could stop the wi-fi from working.  Hope this info will help you and others.

[MelbaDT]

Hey CarolinaGuy, 

Glad to hear that you've sorted everything out with our support team although you've encountered some bumps along the way. We'll ensure to take your experiences as feedback — we'll learn from them to deliver a better experience in the future. 

Cheers, 

Melba

[MelbaDT]

Hey folks, 

@CarolinaGuy, thanks for chiming in. By any chance, are you getting a message or a code on your Nest thermostat display or Nest app when trying to connect this thermostat back to your WiFi network? If yes, what is it? 

@ABUS, glad to hear that and thanks for keeping us in the loop. Let us know if there's anything else — we'll always be glad to help. 

Cheers, 

Melba

[ABUS]

I was getting a W5 message which is unable to connect to wifi. 

[MelbaDT]

Hey folks, 

Since it's been since this thread was last updated, we'll be locking it if we won't hear back from you again within a day. Should that happen, feel free to create a new one should you have more questions or have other concerns in the future. 
 

Best, 

Melba