Wifi connectivity issue on Google Nest Thermostat

[aparsa]

Hello

I was on vacation and when I came back I noticed that my thermostat stopped connecting to the wifi. I have tried these things so far:

• Factory reset
• Rebooting my router 
• Using two different WiFi networks (mobile hotspot)
• Using a different account 

None of the above worked. It fails during the setup with this error: "There was a problem comminuting with Google. Try Again (exit setup)"

What else I can do to fix this issue? Is the device defective?

[David_K]

Hi @aparsa

It sounds like you've tried some of these steps already but I'll link to them in full.

Nest thermostat is offline - Google Nest Help

Does it show a list of Wi-Fi networks to connect to?

[aparsa]

Thanks, David.

I had tried all the steps in that link before posting this (didn't mention all of the things I had done)

Yes, it does show the list of WiFi networks.

[David_K]

You mentioned that you tried with a Wi-Fi hotspot instead of your main Wi-Fi, did that work successfully?

[aparsa]

I tried twi different WiFi hotspots (with two different accounts) and no luck.

[David_K]

And to confirm, you have the Nest Thermostat (2020) and followed the steps listed under "Nest Thermostat" in the article I linked above, which includes things like checking the battery level, latest app and phone OS versions, checking the Wi-Fi signal strength and interference etc?

[aparsa]

Yes. Checked everything in that article and more (like changing the DNS server).

[David_K]

Appreciate you trying those steps. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[aparsa]

Thank you, David

[GabrielaG]

Hi @aparsa,

Thanks for reaching out to the community. I'm sorry to hear that your Nest thermostat stopped connecting to the WiFi network, but there's no need to worry; I'm happy to help you right now.

I appreciate your effort performing the troubleshooting steps. Can you please confirm the information below?

• Who is your Internet Service Provider?
• Are you trying to connect to the 2.4 GHz or the 5 GHz network?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, and more) near the thermostat?
• Are other non-Nest devices in the home offline?
• Is the WiFi router or access point within a reasonable range (1 to 15 meters) between 3 and 50 feet from the Nest devices?

Any additional details you can provide will be helpful.

Best regards,

Gabriela

[aparsa]

Hi @GabrielaG 

Thanks for helping me!

• Who is your Internet Service Provider? Bell. I tried with Virgin Mobile as well.
• Are you trying to connect to the 2.4 GHz or the 5 GHz network? Tried both. No luck. 
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, and more) near the thermostat? No. 
• Are other non-Nest devices in the home offline? No.
• Is the WiFi router or access point within a reasonable range (1 to 15 meters) between 3 and 50 feet from the Nest devices? 10 ft. Same floor. 

[GabrielaG]

Hi @aparsa,

Thank you for your reply. I appreciate the detailed information you shared in response to my questions. I'm happy to continue assisting you.

To ensure I can provide you with the most effective and accurate troubleshooting steps. I require a little more specific information regarding your device. Could you please clarify the following aspects of your Nest Thermostat setup?

• Does your Nest Thermostat use batteries? If so, did you try to remove the batteries and then reinsert them? 
• Do you see error codes or messages on the screen of the Nest Thermostat? If so, can you please send me a picture? 

Any additional details you can provide will be helpful.

Best regards,

Gabriela

[Patrick_Caezza]

@aparsa 

Post a picture of the original thermostat's wiring here.