dial overly tight and not working; cannot get back on wifi

[gkdc]

members - the dial on my nest rotates very abrasively and it is basically impossible to get it to stop where you want and to select all the letters and numbers needed to get back on my wifi network so i can control it via the app.  has anyone had this problem and know how to adjust to resolve it?

[Jake]

Hey gkdc,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Ryan_G]

Hey everyone,

I'd like to jump in here and check if you've seen Jake's response. Let us know if you need more help by replying to this thread.

Thank you for your help, Jake.

Regards,
Ryan 
 

[gkdc]

I submitted the form but have not heard anything so this is unresolved. the product does not spin properly and can't connect to the wifi. 

[Ryan_G]

Hey gkdc,

Thanks for the reply and we're sorry that you're still having this issue.

Could we try the following steps and let us know how it goes:

• Remove the Nest Thermostat display
• Check the wires at the terminal. Make sure to tuck them in properly for them not to touch the edge of the display.

Let me know how it goes by replying to this thread.

Regards,

Ryan

[MelbaDT]

Hey there, 

Checking back in — have you had the chance to check Ryan's suggestions above?

Best, 

Melba

[MelbaDT]

Hi, 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 

Melba

[gkdc]

thanks Melba. I am out of town and have not been able to see if there are exposed wires causing the strangely tight connection. I plan to check next week. 

[MelbaDT]

Hey gkdc, 

Got it and thanks for getting back to us. Keep us posted once you're able to check it out next week.

Best,

Melba

[EdwardT]

Hi gkdc,

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

[gkdc]

Edward et al - I removed the thermostat and all of the wires are in the proper location. there was nothing to tuck in anywhere. I was not able to resolve the issue and would appreciate if we could identify another way forward. 

[EdwardT]

Hi gkdc,

Thanks for letting us know. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[EdwardT]

Hi gkdc,

I'm checking back in. Were you able to fill out the form? Let us know if you have other questions and we'd be glad to assist you.

Thanks,

Edward

[gkdc]

Edward, I have.  It does not seem that there is a known solution available here, unfortunately.

[EdwardT]

Hi gkdc,

Thanks for the response. I can't seem to find your form. Could you fill it out again and include the link to this thread? 

Thanks,

Edward

[EdwardT]

Hi gkdc,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Edward