nest thermostat cannot connect to network

[sideline]

Bought two nest thermostats.  Installed one without c-wire first.  When trying to install the second one I ran into "can't connect to network" issue.  I thought it was due to the lack of c-wire.  Finally resolved the c-wire issue.  The first one is working perfectly.  The second one still had "can't connect to network" problem.  Talked to customer support and determined it might be a defected product.  Replacement came.  Same issue, "can't connect to network".  I tried to switch the first thermostat to the second base and it worked.  When I tried to use the first thermostat base to set up the replacement thermostat, I still stuck on the same place.  What is the chance that I received two defective products in a row?  The second and replacement thermostats had older version (1.0-14) of software while the working one is on version 1.1-9.  But I can't update the software because it requires network connection.  I have exhausted all the possible solutions.  Anyone has had this experience?

[MelbaDT]

Hey sideline, 

Thanks for the detailed description of your concern and I'm sorry to hear about your Nest thermostat. I'd like to take a closer look at it. 

Could you provide the case id of your interaction with our support team so I can have it reviewed?

Best, 

Melba

[sideline]

Thanks MelbaDT.  The Case ID is 0-1003000032176.

[MelbaDT]

Hey there, 

Got it ― our team sent you an email with a suggestion that we need you to try? Have you had the chance to try it out?

Best, 

Melba

[MelbaDT]

Hey there, 

Upon further checking, you're engaged on an ongoing troubleshooting with one of our support specialists via email. Please continue your conversation there. 

I'll lock this thread now but feel free to start a new thread in the community should you have any new issues, updates or just a discussion topic in the future. 

Best, 

Melba