Nest won’t connect, won’t find wifi network, previously worked fine

[AjbRS5]

For the last week, the NEST we have used in our home for over a year, says it can’t connect to wifi. In reality I suppose this began 2 weeks ago - the NEST app on my wife’s phone said to check the thermostat and replace the battery. I disconnected the round control portion from the wall (it’s hardwired where the old thermostat used to be), but found no battery. Reconnected and all was fine.

Fast forward to today, it won’t connect. Spent an hour last night going through the troubleshooting steps. Even manually entered the wifi details, password, fully reset the unit, and it still refuses to connect.  Deleted the unit from the app, etc. Nothing worked, it just won’t connect.

We use Xfinity for our home internet. All our other devices - phones, laptops, tv’s etc all connect fine. This is the only device that doesn’t/won’t. Like I mentioned above, previously it worked fine.

With the cold weather coming, we will need to use the thermostat and right now I’ve got something fairly worthless. Can anyone shed some light/steps

[Parners]

I have exactly the same issue. My nest 3rd gen displayed the W5 wifi error code, google have just sent me a replacement device, and i cant get this to connect either, cant even get a W5 error code as i cant finish setting the device up. Sorry, piggy backing on your question to bump up the queue and hopefully get some useful advice

[Rarlic]

How did you contact Google as I have the same issue

[Parners]

Through the link in my nest account. I hope you do better than i did!

[gads1]

Hello @Rarlic -- here's the link I used (I searched google for "google nest support").

Select "thermostats" and "can't see networks".   scroll down and push "next step" (ie.  ignore the suggestions).

You'll be presented with support options of phone, chat, or FB

https://support.google.com/googlenest/gethelp?hl=en

[AjbRS5]

Hopefully.

I totally cleared the settings, removed it from the app, and it’s now working as a traditional thermostat - no wifi. Would really like a solution. I have a number for google nest cs, I may call today if they are open 

[zoeuvre]

Hi folks,

@AjbRS5, thanks for bringing this to our attention, and I'm sorry to hear about this. Let me take a look at this for you. 

To check more on your Nest Thermostat's connectivity, connect your thermostat to a mobile hotspot, and then let us know how that goes.

@Parners, thanks for chiming in and for sharing the steps you did in resolving this matter. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

Best,

Zoe 

[Dcharmes]

I have the same issue, cannot reconnect to internet. I just received a replacement and that one worked for 1 week and then got off line again! But i have another Nest 3rd gen thermostat upstairs in my house and that one works fine so i probably need a replacement AGAIN!

hope someone can contact me

#

[AjbRS5]

Anyone?

[zoeuvre]

Hi AjbRS5, 

Have you tried to connect your thermostat to a mobile hotspot to check on your thermostat's connectivity? If so, how does it go?

Thanks,

Zoe

[AjbRS5]

I can try that tonight. But that mobile hotspot would be my phone, which when I’m in the house would connect to the same wireless modem as I’m asking the thermostat to connect to 🙂 it all formerly worked fine, but has now failed to connect for the last 4 weeks. Even did a full reset of the unit, wiping out its settings and starting over as if it were just installed. Works fine as a thermostat on its own, but won’t connect 

[zoeuvre]

Hi there, 

Thanks for letting us know, but connecting your thermostat to a mobile hotspot would allow us to check more on this to see if this is caused by your internet or the Nest Thermostat itself. Once I receive your response, we can continue to discuss what we should do next.

Regards,

Zoe 

[AjbRS5]

Sorry for the delay, I will try this today 

[Jenelyn_O]

Hello there AjbRS5,

Chiming in — that sounds like a plan! Please keep us posted. If you have questions, just let us know. 

I appreciate the help, Zoe.

Kind regards,

Jenelyn

[Curtbellfy]

And those of us who are computer illiterate who don't know what a Hotspot is? How do we get it to find the network? I'm about to just go out and get a regular thermostat

[TonyGanchev]

Hi I’m having the same issue. From the menu the thermostat can’t find any networks or hot spots. Please help 

[Parners]

Hi, you can try reaching out to google, but bare in mind, at best you will get a replacement recon device with exactly the same hardware and software, neither have been updated in over 5 years, so the problem will probably re-occur. My first replacement had exactly the same issues as the first. The second replacement never arrived, and google disengaged with me. Im now trouble free with a Hive… good luck mate

[FlyingDutchmen]

Hi, I have been having the same exact issue, the thermostat was working fine for the past year and then a couple months ago it just went offline, can't find any of our home networks. I just tried Zoe's suggestion of connecting to a mobile hotspot, nada, can't find the network. I tried entering the network info manually, still can't see it. I have gone through the online troubleshooting steps, tried contacting customer service, which led me here. 

If there's a solution already, please post here! thanks! 

[Parners]

Hi, sadly my experience has been far from positive,  I was sent a replacement device that wouldnt complete set up let alone connect to my wifi (or indeed any wifi), returned the defective replacement, and 4 weeks on STILL havent had a further replacement. Despite numerous emails to Google, all of which remain unanswered, ive replaced the whole kit with Hive, and im very happy, and warm now! Sorry this isnt a positive helpful response

[Jenelyn_O]

Hi everyone,

I'm sorry for the trouble you've encountered. I appreciate all the troubleshooting steps you already tried. I'd like to take a closer look at it.

@AjbRS5, what type of Nest Thermostat do you have? Could you please provide your thermostat's power readout? 

You can follow the guide below:

Nest Learning Thermostat and Nest Thermostat E:

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

Nest Thermostat 2020:

1. Open the Google Home app tap the thermostat tap Settings .
2. Select the Device Information.
3. Choose Technical Information.

@Parners, we apologize for the inconvenience you experienced. It’s never our intention to cause frustration or disappointment. I'd like to review your case. Could you please provide your case ID number?

Best regards,

Jenelyn

[Parners]

Hi, the case number i was given on 19/10/23 is 0-3817000035269 and remains unanswered.

[Parners]

Another week goes by… another week of silence…

[Parners]

Hi, you offered to review my case… but didnt. Can you help some of your other customers .. all in the same boat, this has to be a hardware / software problem… so big, its looking like its being ignored…

[JManPHXAZ]

I too am having this problem now.  I have two thermostats at the house... one downstairs and one upstairs controlling two seperate heat pumps.  They've been working great for a few months, but 2 weeks ago, the upstairs thermostat lost connection to WiFi.  The Downstairs unit is still working just fine.  The Upstairs unit is literally just 10' away from the WiFi Router, close than the Downstairs unit... yet it can't detect any networks... not even the guest network or TWO mobile hotspots (one on my phone and one that is a dedicated hotspot I use for business.)  In fact, it can't even detect any of the neighborhood networks (there are about 20 that show up when you search for network from any other device in the house.)

I've rebooted the thermostat.  I've rebooted the Wireless Router.  I've even updated the router's firmware, just in case.   No change.  The Downstairs one works great, the upstairs one can't see anything.  Any news on this yet?

[Parners]

Hi there, based on my experience of the same issue, best advice to share is buy a new device, it wont get repaired, and as you can see, even under warranty, replacement for me at least failed dismally. 

[Belll21]

Sadly I have not read any viable solutions that were responded to those with the same problem I’ve been working on for over two hours now. My nest is not even 6 months old. What advice can you give us all to get our wifi linked up to the nest that was functioning just fine one day ago with no external wifi issues with other products.?????

[Parners]

Sadly you wont get a positive response, my request is over 6 weeks old, with both google nest themselves and on here. My device was well within warrenty, but having no heating and plummeting temperatures… bought a Hive, had it installed… and all is well. Dont wait for support on here, you wont get it, the sooner we all accept we lost money, the warmer we will become - based on my experience im afraid. Good luck with whatever you decide!

[jeffra72]

I have ran into this same problem today. Working fine for months, now can't find network. Tried all online resets and suggestions. Into this over 3 hours now.No solution. Might reinstall my Ecobee. 

[Parners]

Sadly, if the problems your having with the W5 issue are the same as mine… the solution for me at least was to buy a new product… or be cold! So I invested on a Hive… and am now warm again! Support for me has been none existent.

[gads1]

same for me.    worked fine for months than one day... NEST can't discover any WLAN networks.

My pixel6 phone says there is upwards of twenty available WLAN networks visible at NEST location.   NEST sees exactly ZERO networks.

Power voltage is 3.89V

[scottliftservic]

Same issue as everyone else. Tried all the troubleshooting including mobile hotspot in which it still does not connect. Been trying to contact Google today with no answer nor reply 

[gads1]

tracking this issue on another thread as well HERE.

Basically, it appears that WLAN module in my 3rd gen NEST thermo has died.

While it did work for couple months, I'm now unable to connect and/or view any available WLAN networks. 

My Pixel6 says there are twenty+ available WLAN networks at same location of NEST and NEST can't see anything.    WLAN module appears dead in device.

I'm working on creating case and getting replacement.

[AjbRS5]

I tried googles suggestions above - didn’t work. I’ve since decided to replace the unit. Got a thermostat from a company that actually has background in  hvac equipment - Honeywell. This experiment sort of showed me that a company being good at one thing doesn’t mean they are good at all things. I realize there aren’t google employees developing the thermostat themselves, but rather the gui and design. But the fickle nature of it makes it not worth any amount of money. At the end of the day, I need functionality above all. 

[gads1]

Since I haven't heard from google for 48hrs since form submit, I reached out directly on support site HERE.

I pick the option for google to call me.  the phone instantly rings.   I am put in queue with hold music.  the hold music stops (like someone is going to talk with me) and no one eventually talks.   connection is complete empty/dead but never hangs up.     #terrible

[gads1]

I followed same link and opted for CHAT.      I didn't have to troubleshoot anything.   I simply told them "no wireless networks visible.   My pixel 6 sees 20+ networks.   I have reset/rebooted".

The result:    you provide serial # and they check warranty status.     I'm good for replacement.

You have two replacement options:

1) ship back and then google ships replacement.

2) "advance replacement".   goolge cross ships replacement after placing hold on your credit card for amount of replacement.    they want to use google PAY for this.    You need to insure your Gpay mailing address is up-to-date because they will match what you tell them for shipping to your gpay address.

Finally, you receive TWO emails:   1) case # and summary, 2) google store replacement order (with custom link to place order for replacement).

[Parners]

Hope it works out fpr you, i received a recon replacement .. exactly the same issue… and despite promises to the contrary… no resolution… best wishes with the replacement (google placed a hold on my debit card as well for the duration of the replacement - nice touch of course!)

[gads1]

updates -- received replacement via Fedex yesterday and it's in place and working.

The "dear diary" footnote on this entire saga was the final step preparing the "broken" NEST thermo for return.

The RMA email provide link with details on (a) removing NEST from your account, and (b) resetting the thermo itself.   

I haven't touched the thermo since working with NEST Support when it was unable to browse local wireless networks (at least a week).     For some dumb reason, as I was spinning the dial to RESET and stopped on wireless and -- voila -- it could browse local networks.  It was working.      W-----T------F ???

Needless to say I'm returning it but this does make you wonder exactly what the issue is (assuming this problem applies to numerous NEST owners)?

[Fran6]

Nest won’t turn on 

[michaelnest]

Mine stopped showing Wifi since yesterday, and it had been working pretty well before that. I went through all trouble shooting steps but didn't help. Can someone help me here? I'd like to request a replacement. 

[SCP1964]

Hi! Having the same issue. Did a complete factory reset including a reset of the modem and the thermostat will not connect to my home wifi. I have it currently connected through my phone's hotspot but this doesn't do me any good when I leave the house.

This seems to be a common complaint as of late.  Does anyone have any advice? Thanks!