Nest no longer connects to wifi

[Pete-B]

Installed Nest 3rd gen thermostat in 2018.  Every 8 months or so get error for no power detected, however 24vac power is present at thermostat, learned that "restart" fixes that.  Now in 2023, thermostat can no longer connect to wifi, all other devices are fine.  Also, display now has 20 second delay before it wakes up.  Tried multiple times for restart, reset, manually entering in wifi info.  Internal battery is fine.  Also reset home HVAC system which is common gas forced air.  Although advice is to use app and/or do firmware updates, those are impossible without thermostat having a wifi connection.  Calling support phone number gets... "no longer in service" error.  Thermostats should last longer than 5 years.  For now, configured to manual mode but selling point is to be able to monitor via app.   If I need to replace, it won't be another Nest.  Please help me get out of this frustrating mess and keep me as a Nest customer by providing contact info that works.  Even this form won't allow me to select "nest thermostat" so I had to select bogus info in order to proceed.  Thanks, Pete

[Jenelyn_O]

Hi Pete-B,

Thanks for reaching out. I'm sorry for the delay. I'd like to know more about it. A few questions: how far away is your Nest Thermostat from the router? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat? Are you trying to connect to the 2.4 GHz or the 5 GHz network?

Please check your thermostat power readout by following this guide:

1. Go to your thermostat Quick View menu.
2. Go to Settings.
3. Look for Technical Info.
4. Select Power.

Also, you can check out this link and follow the prompt there to get support over the phone.

Best,

Jenelyn

[Pete-B]

Jenelyn,  My Nest Thermostat is roughly 20' away from the router. It kept a WIFI connection to the same router for about 4 and a half years. There are no devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat, except when I temporarily used my smart phone to confirm coverage.  Both the 2.4 GHz and the 5 GHz networks are available but the thermostat cannot see any of them, even when manually entering.  The thermostat power readout is battery: 3.883 V, Voc: 32.89 V, Vin: 32.89 V, Iin: 20 mA (c).

[Jenelyn_O]

Hey Pete-B,

Thanks for giving me the information I need. Please proceed with performing a factory reset on your thermostat. Once you're in the setup process for the network, connect your thermostat to your mobile hotspot instead of your home Wi-Fi. Also, checking your router settings might help. 

Please follow this guide:

Factory Reset the thermostat:

1. Your thermostat Quick View menu.
2. Go to Settings.
3. Look for Reset.
4. Choose All Settings.

Check your Wi-Fi router settings: 

• Turn on your router’s 2.4GHz Wi-Fi signal.
• Enable 802.11 b/g/n if you have an 802.11 ac router.
• Set your Wi-Fi router's DHCP lease time to at least 2 hours.
• Turn on your router’s Power Save Mode (PSM), if you have a Nest thermostat.

Let me know how it goes.

Thanks,

Jenelyn

[zoeuvre]

Hi there, 

I want to check and see if you are still in need of any help. Please let me know, as I would be happy to assist and answer any questions you may have.
 

Regards,

Zoe

[Pete-B]

Although I've already gone through all the steps suggested multiple times (factory resets. etc.), I did it once again and same result... no network connection despite all other WIFI devices working fine and trying manual entry of network info, therefore use of Nest app and upgrading firmware impossible.  My new Honeywell thermostat arrived today so before I unwrap and install it, please let me know if you care to replace my Nest.  Pete

[Pete-B]

I'll also add that when the Nest lost WIFI, at the same time it also lost the ability for the display to wake up when passing by.  It now only wakes up 20 seconds after pressing it or turning the dial.  I also tried resetting that multiple times along with factory resets and restarts in between.  Those 2 problems lead my to believe the Nest is no longer reliable, let alone lost it's online monitor-ability.   It is important to have a reliable thermostat or else severe damage could occur like burst pipes in the winter.  I've not unwrapped my new Honeywell as I am waiting to hear back from you on next steps.

[EdmondB]

Hi everyone.

@Pete-B, i'm sorry to hear about your experience on your Nest Thermostat. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Thanks for the help, @zoeuvre and @Jenelyn_O

Best,
Edmond

[Pete-B]

Ok, I filled out and submitted the form.  Thanks, Pete

[Markjosephp]

Hello Pete-B,

Thanks for completing the form; we have received it. Soon, a member of our Senior support team will contact you via email. So please continue the conversation there, as this thread will be locked within 24 hours.

Regards,

Mark

[Pete-B]

Ok,  I'm on my 3rd week of waiting.

[Markjosephp]

Hello there,

We truly apologize if this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. I will follow up on your case with our team, and I'll get back to you as soon as I receive an update.

Best,

Mark

[Pete-B]

Yes, at 29 days and counting this has been taking way too long to resolve for something that controls temperatures during a nationwide heatwave.  I realize I reported the problem here 3 weeks ago.  It stopped working on wifi on June 29 but I had surgery the next morning and needed time to recover.  The lack of timely support puts me in a situation to replace it soon and this time it won't be another nest, probably a honeywell who has been doing thermostats for decades.  Not a happy customer and I will need to warn others of the unreliability of the nest and lack of support.

[Markjosephp]

Hi Pete,

I wanted to ensure that everything was covered here.

Let me know if you need anything from us, as I see that a replacement has been processed for you. So it looks like we can consider this complete. If you have any other concerns in the future, feel free to create a new post.

Thanks,

Mark