I had the same issue after 8months. I called the same number you provided and then I arranged to get a new device. Thank you for your video. Made my day much easier to solve the issue.
Thank you for this video! I walked into a new home with The Nest and pulled my hair out trying to figure it out. Customer service is sending me another one in the mail.
Gina! I am so glad I was able to help. Please do me a favor check out the rest of my content and give me a chance to earn your subscription. May you have a blessed day!
I am on my THIRD thermostat from Google. I am convinced that these are just garbage and not worth the trouble. It is middle of summer in a heat wave and I am not waiting for them to send me a new one without giving them a $200 deposit.
Ed, thank you so much for this video. I haven't had wifi connectivity on my Nest for several months and had just given up after troubleshooting every different component. After your video, I went online and chatted with Nest technical support and they are sending me a new Nest. Only took 5-10 minutes. Thanks!
Happy to be of service. Please check out my channel's content and give me a chance to win your subscription as well as count on you as part of my community. Fair well freind.
What a lifesaver this video is! I’ve been dealing the same issue for the past several months and I couldn’t understand why my nest gets wifi on and off. Now it shuts down on and off by itself and I just gave up. Thank you for listing the phone # … I spoke with the rep and now a new nest is being sent … hopefully the new one works.
Thank you for the kind words, be sure to check out the rest of my content, consider subscribing, and please recommend my channel to friends and family. I am working hard to create a great DIY community here.
Michael, I am glad it worked out. I hope the video helped. I have other content on the channel. Check it out if you like it, please subscribe. Much more content is right around the corner.
Just like everyone else - thank you for posting this. I, too, was about to buy a new one, when I found your video. I spent yesterday and today trying to fix it myself without success. They are sending me a replacement. Thank you for taking the time to make this video!.
Thank you so much! I am so glad it helped you. Please take a moment to check out the rest of my content and if it fits, please consider subscribing. By the way your positive comment mean so much to me. Have a great day! 👍
I just want to thank you for posting this ... I would have gone out and bought another one - but because of you after 2 hours chatting with them they are sending me a replacement ... thank you so much
Was having the same issue with my nest. Couldn’t find a solution until I saw this post. Followed the steps and Nest is sending me a new display. Thanks for the vid and you earned a new subscriber! Also, the customer service rep from Google was great. Did a chat with them as the phone support is out due to COVID. Chat worked great and the rep was fantastic. Didn’t treat me like a 2 year old and make me repeat all the trouble shooting that I had already performed to get the device working. Good customer service experience.
Gerard I am so happy I could help. Google has done an outstanding job replacing units they know are faulty due to a bad wifi chip set. Take care freind.
Thanks for making this video. I've been dealing with this being offline for a few months and tried everything you did a month ago and gave up. Fast forward a month.....gave it another go after seeing your video. New one being sent now. Thank you!
This fix worked. I was out of warranty and nest sent me a refurbished unit for nothing. My wifi chip must’ve been broken and the unit stopped charging itself and had to be manually removed and charged. Thanks for your video
Thank you for your help! I've had this issue for a month and the google help pages were useless. Just a heads up, the phone number you listed in the video and in the description no longer works. You have to go to the help page, put in some info, and THEY call YOU (it's so weird lol, but whatever). Once they call, they will have you use a screen mirroring app so they can see from your camera and you have to go through the steps with them on the thermostat so they can see the problem is actually real. It takes about 20 minutes but I'm happy to say they are sending me a replacement after verifying my problem.
Thank you!!!!! FOUR MONTHS I’ve been dealing with this even bought a WiFi extension device and still won’t work! 5 min on the phone with Google and replacement is on its way! Simple solution I didn’t think of! Thank you again!
My thermostat went bad, I watched several of these videos on how to fix and nothing was working. I bought a new Honeywell thermostat that was recommended and it didn't work either because it was a 5 wire rather than a 4 wire. I went back to the videos and saw this one, This was the first one that said call google etc. I called Google and even though my thermostats warranty expires 1.5 years ago they are still replacing it for free. Thank you, One of the keys was in technical info there was a w5 displayed that told them what they wanted to know.
I read through comments, then followed others to call google, then, was asked to get top piece to be replaced from store. Then, when the new one came in the place, it worked properly. Thanks for the you tuber.
Thanks ed. The pined link got me a support callback in 2 minutes. Wow, good on Google. They quickly acknowledged there is an issue and are sending me a new unit. Mine has been running for about 7 months. Only difference is that it is really hot here and the ac unit is working pretty much non-stop. That should not affect the WiFi though.
Only had the nest for 2 months before the wifi stopped working today. Called the customer service number. Guys were very nice. They gave me 2 options. One was to put a $180 hold on a card and they shop the replacement first. The other was a free option where I ship off the thermostat first and wait for the replacement. Either way it works. Thanks!
Thank you Ed. I had a similar issue. When I talked to the Google Nest representative, they told me that based on the Nest readings, there was an overcurrent that fried the WiFi chip. They are replacing the nest thermostat. It should arrive in 5 to 7 business days.
Good companies replace their products when they fail. I am happy Google did this. Appreciate your comment. If you haven't already please subscribe. Building a little community here to help everyone.
Thanks for posting, Ed. What a lifesaver. Thought the issue was the incompatibility with the router, but turns out it was the wifi chip. Talked to Google Nest customer service and told them the error code. Sent out a replacement within 30 mins chatting with them.
Javier awesome I am so glad it helped! Please subscribe and check out some of my other videos I am sure you will find something you like. More Google nest videos are on the way!
You saved my sanity. Bought a house with Nest installed. Could not get it to connect to internet. Read many online articles about possible router setting problems or interference. Nothing worked and had given up. I had tried wifi ext, hotspot, didn't detect anything. Due to Covid-19, had to use on line chat, no phone support. My new thermostat is on the way.
Wow, thank you I am glad it helped and to have been of service. Please check out my other content. Hopefully, I may earn your subscription and watch time. Take care.
Thank! My nest did this after 1 year and 9 months. The phone is different but I got tech support and after going through the troubleshooting with agent, I have a new nest replaced under warranty. Hope it lasts longer.
I was able to get mine to work by holding in the thermostat for 10 seconds and letting it reboot. I had to call customer support to get that. Works now.
Thank you for publishing this video!! I had gone through all the steps you took us through in the video and was going to replace it. Because of seeing this, I took your suggestion and called. They are sending a replacement!!
I am so glad I could help! Please feel free to watch my other content and give me a chance to earn your subscription and viewership. We talk about Tools, Tech, DIY, and sometimes comics!
Thanks for sharing the silent recall issue and solution. Worked as you described replacement in route. Saved me a couple bucks here and a wealth of frustration…
Heading out tomorrow to meet my daughter-in-law whose Nest 3rd Gen thermostat is experiencing this very issue. Exact scenario as presented in your well done video. I found one source with troubleshooting steps that included disconnecting the internal battery if resetting all settings did not solve the issue. However, after watching your video and reading several comments, it seems it is an actual hardware failure that will only be solved by replacing the unit. I'm surprised a diagnostic routine wouldn't point to this thereby eliminating time wasted by the homeowner reaching this conclusion. My son and his wife were prepared to purchase a replacement unit as a last resort but now knowing that Google is acknowledging this widespread occurrence, we'll pursue the replacement with them. Many thanks for your enlightenment. Keep up the good work.
Wow thanks ED. It’s been over a year and I had given up on trying to connect this google nest to my wifi. I was losing my mind until I found this video 😂 I’m calling that number tomorrow, I need a replacement. I’ve done everything you did in this video and nothing worked. Thanks again.
I am glad it helped, that's what my channel is here for. Please note that the number may be old and the link I provided on the pinned comment may work better.
I have the the exact same problem and I could not able to reach Google nest by phone but they were able to help me on chat and I sent your link that I have follow and they did not hesistate to send me the replacement. Thanks for posting this video.
Thank you for sharing your how to wifi video. I have been trying for weeks to see what was wrong with my Nest and it wasn’t until you mentioned the toll free number that I was able to fix it. I probably would still be trying to figure out how to fix the issue
Had the same issue. Fixed it by selecting 'All Settings' on the reset page. Restart did nothing for me, but resetting all of the settings did the trick.
So I just did that exact thing you did...Had a nest since 2019, been working no issues until last week. Got the replacement installed last week, this new replacement just stopped connecting to the network and finding networks again after 2 days of usage. Needless to say, I have to get a 2nd replacement now...Hope it doesnt start an endless loop.
UPDATE - I just received the replacement NEST. Took about 5 min to install and works fine. (Unlike the 5-6 hours I played with the old one before I watched this - Ed's youtube) Obviously there are certain lot(s) (hope it is a single lot) that have this WiFi problem. Good thing is, Google did not hesitate to send a working replacement. Lastly, for what it's worth, the software on the 'bad' Nest was 6.1-9 , this new 'working' Nest is 5.9.1-6(It has not yet self updated yet) Thanks again Ed - now to return the 'baddie'
I am very glad my video helped. Please help pass on the word of edtheoldtechguy channel. We need subscribers, likes, followers, comments, and viewers like you to grow the channel.
Had the same issue with my Nest E thermostat. Went through the same steps and came up with the same result. Google is sending me a new display as well. Thanks for the vid!
Hey Ben I am glad you liked the video! Please check out my other content and more Nest videos are on the way. If I earned your subscription please subscribe we need you here!
Hello Ed, I just saw your video. My Nest Thermostat is doing the same thing as you described. I kept trying to fix it but nothing worked. After seeing your video, I called the Google Nest customer service. They will help me and replace my Thermostat. But there is one catch. Your thermostat has to be under warranty. Mine is, so they will help me, otherwise I had to buy a new one. If I did not see your video, I would try again and again and finally give up. May be, I would not think to call the customer service. Thank you so much for this video. 😊 👍
Perfect... Step-by-step of what I did and the exact same problem... thanks for the phone # and I called them and they said my lotcode had a "busted WiFi chip". They said they would send a replacement immediately. I have three of these in my house (one for each zone) and only one is having an issue. He said since the other two are working correctly they don't have this issue. Thanks Ed for saving me time! great job!
Had the same issue with my Google Nest Smart Thermostat with the same steps and results. Because of your video, I was able to provide the Goggle chat with the serial number and step by step troubleshooting I tried. Your video was key in helping me to get this issue resolved. I'm being sent a new display. Thank you so much for your time in posting this video, it saved me a lot of aggravation and time.
Jerry I am glad my video helped! It's what I try to do on my channel with a little flare, entertainment and levity. Please if you haven't done so check out a couple more of my videos and of I haven't already in hope I earn your subscription. Thank you for stopping by!
Thanks Ed. I have the exact same problem and am on the phone with them right now (12/6/2022) waiting for them to figure out what to do. I have done everything he asked me to do which is the same thing I have done and you have done with no success. After 25 mins I was told that my Nest is unable to connect to the wifi and that I need to replace my thermostate with a new one. Because my Nest is three years old and out of warrantee I must buy it myself, they will not replace it for free.
Thanks Ed, clearly some of the Nest T3007ES have a WiFi Problem. Mine worked for about 5 months then died. I tried to call the Tel number but Covid forced to go on line and talk to the rep. Have the S/N Ready(back of Nest) and the software version(spin display) Mine was 6.1-9 You will be asked several questions about making sure you Nest has access to the WiFi and your WiFi is working. They also asked if I tried using my cell phone has a hotspot - I did not but, clearly this nest has broken WiFi. After all the steps, while on line, you will be asked to take a photo of the back of the NEST on a sheet of paper w/ your name, Date, Case# (they give you) and s/n - so have this ready to save time They will send a new NEST (only Nest display, no mounting stuff). Gotta love google.
Thank you for this video! I could not find a proper number for Nest and this helped greatly. The experience duplicated yours in that I will receive a replacement and then return the defective unit. Full confidence in Google products!
Hey Dan, I am so glad my video helped. Please check out my other content and if you like it maybe I can earn your subscription. My small and up incoming community here is about DIY, Comics, Tech and much more. Hope you enjoy it!
Thank you Ed, I had exactly the same problems with my 8 month old Nest Thermostat; spent 4+ hrs trying to problem solve all the possible issues. After watching your Video (mirror image of my situation) I called Nest, within 2 mins they organized a next-day shipment of a brand new Nest Thermostat. Great Video, and Thanks to Google Nest for standing by their product and giving 100% with their Customer Service, that’s how it should be done! Other Companies take note please!
Thank you Gary, Google should be praised for their customer service on this product! Please be sure to check out my other videos and hopefully I earn your subscription. Take care.
Ignacio, I am glad it helped! Please watch a few more of my videos so I may try to earn your subscription. I am working hard to grow the channel to continue to bring everyone this kind of content. Thank you again.
I have an older net thermostat. I factory reset it. Installed it without using apps or wifi, basic thermostat. Then I connected it to my wifi by itself. Then I used the old nest app (not Google home). Finally done
Thanks for this. Google replaced mine for free about a month ago and less than a month later I come home from vacation and the new one will no longer connect to WiFi.
I am glad it helped! That's all in trying to do with my little channel here. Please take a moment and check out more of my content and if it makes sense feel free to subscribe 😊
It is Wednesday just wanted to let you guys know what happened for me Had same issue just called and my replacement will be here Friday, Fast delivery and excellent customer service so happy with it.
Christian, awesome news! Glad the video helped! If you enjoyed the video and it helped you please consider subscribing and checking out my other content. I am a new struggling creator. We need all the help we can get to build this small Tools, tech and DIY community! I hope I earned your subscription.
I got the same issue. They sent me the replacement a few months before. But the replacement one got the issue again. Now I have to call Google again. Seem that is a firmware or wifi chip issue but Nest dev team got stuck on that for a long time. This is so popular issue and I don't know why they can not solve it totally.
My experience with Google was not as good. They did acknowledge that it was a hardward (Nest Thermostat) issue, but since my nest was beyond their warranty period, they could not do anything for me. My Nest was 4-5 years old. No free return, no discount on a new model. :/
I had the same issue and tried everything. I called the number you posted and the tech made me run through all the steps again but it was the same problem so will be getting a new one soon. Hoping this one is a good one! Thanks for the help!
I originally noticed that the temperature seemed way off. It was reading about 5 degrees hotter than it should have. When I went to try to figure that out I noticed it wasn't connected to the Wifi and it is physically warm to the touch. Replacement on its way.
I followed your pathway. They seem to have adapted....after 4 hours with the tech guy they took more than 7 days to answer me that my warranty time was exhausted ( I bought it 16 month ago). Sure way to troubleshooting is BUY ANOTHER BRAND....
Oh no, I am sorry it did not work for you. I strongly suspect a bad batch of nest wifi chips. I bet they are now cross referencing with what they beleive to be the bad batch and those that are not in that batch. Please keep us up to date on any other developments.
I had the same issue twice here in the UK, you call google and they provide a DHL label, you post back the bad nest head and another one comes after around 10 days. Mine was out of guarantee the second time but Google knows the issue and they provide an exemption. The replacement comes from Poland!
Thank you for this info! The only phone number we could find just rang, and the number you posted worked. Someone answered right away and helped resolve the problem
I am so happy this helped! I am here to provide entertaining info on Tools, Tech, & DIY please feel free to subscribe, hit that bell for notifications and if you would do me a favor please recommend my channel to family and friends I would very much appreciate it.
So I'll tell you why they say do an update because I just did it and it worked for me. My wireless SSIDs were showing, but my Nest was not connecting. Even after a restart of the device. But you mentioned here, they said, try a software update even though it wouldn't work. So I tried that and it worked for me. It forced it to connect to the default network that was in there. 🤷🏻♂️
Almost a year later and this video was still super helpful. Called Google Nest support who were indeed excellent and my new thermostat is on the way soon. One thing to note is you have to be still under warranty which is 2-years from your purchase date and you will have to show proof of purchase.
the replacement they sent me was even more defective than the original. original gets power but just can't find wifi anymore. replacement couldn't even get past powering on without an infinite loop of "remove from base and reattach" / "attach display to base." this product is a terrible waste of money. and Google owns the repair service they send to help you for 130 a visit when their bad product causes problems so they literally make more off defective ones than good ones. do not give them your money. get an ecobee .
Did they give you an option for standard and advance shipment? With standard you would have to send the old unit and wait for a unit. With advance shipping, they would say you a link to pay for a new unit which would put a hold on your card, they would send a new unit and a shipping label for the old unit and once the old unit was received they would remove the hold?
Mine was purchased in september 2018. Had to be repaired once the following month. Now i'm waiting for customer service to fix the issue. Update: after 3 days with no Wifi, it decided to kick back on during the night. I do not know if it is something Nest IT did to correct the problem or a random act of God during a big thunderstorm but I got my app back which is nice when you don't want to walk 4 floors to get to the thermostat. Glad that it seems resolved for now.
I got mine just in October 2018, just started to act up yesterday, I am in Europe, here I have to contact the reseller, 2 years warranty so that should not be the problem. Did Nest/Google change the Nest after this debacle, like hardware revision?
Thank you very much for the video! I just had the very same problem and video helped me resolve the issue and fast! Google is sending me a new nest under warranty! Thanks a bunch!
Went through the same exact steps as you and got a new replacement device from Google. Unfortunately after 6 months the new device also experienced problems connecting to the internet so have now requested a new device from Google (this is my third). Before sending me the device Google referred me to some recommended router settings. I think the issue is an interconnectivity between the nest device and certain routers over time. The bad news is that changing the router settings is not so easy for the average layman - you have to go into your router settings online (which most people don't know how to do) and go into advanced settings to change a bunch of stuff (which may or may not affect other devices connected to the internet).
I have now had 2 replacements in the last 6 months due to this same issue and guess what, the most recent replacement (in September, 2023) is now doin the same thing. Obviously there's a design flaw and having to replace the thermostat every 3 months is getting old.
Ed thanks my replacement in process. Your video does not show you replacing the base plate & IC(s) please clarify if base plate needs replacing. Thank You Ken H
Ken thanks for watching my video and leaving a comment. Google did not send me a base replacement, so the only thing that was replaced is what you see in the video. The head unit was replaced only. Also please do me a favor, share the video, subscribe if you haven't done so and tell a few friends about the channel. I am working hard to grow this little channel. I am not sponcered or paid by anyone.
I'm looking when you've posted the video and am sorry to say that the chip problem is still an issue with this type of product. I've just contacted Google Nest and they are investigating. It looks like I need a replacement. Thank you for your video
Mine did the exact same thing they replaced it for me with no problem. it's just a pain you got to go through all the steps with him on the telephone before they will send it to you.
Thanks for the video, had the same issue and they are sending me a replacement. I want to add that the posted phone number is no longer in service. I had to navigate the Google help center, and request a call back. But other than that, the process was fairly simple.
You can contact Google at : support.google.com/googlenest
I had the same issue after 8months. I called the same number you provided and then I arranged to get a new device. Thank you for your video. Made my day much easier to solve the issue.
Thank you for this video! I walked into a new home with The Nest and pulled my hair out trying to figure it out. Customer service is sending me another one in the mail.
Gina! I am so glad I was able to help. Please do me a favor check out the rest of my content and give me a chance to earn your subscription. May you have a blessed day!
I am on my THIRD thermostat from Google. I am convinced that these are just garbage and not worth the trouble. It is middle of summer in a heat wave and I am not waiting for them to send me a new one without giving them a $200 deposit.
I am 100% with you. I live in AZ and I’m on my 3rd thermostat with them. Looking for other different head units now…
I just have to second other people’s gratitude. Thank you so much! I thought it was my internet. I just ordered my replacement!
Ed, thank you so much for this video. I haven't had wifi connectivity on my Nest for several months and had just given up after troubleshooting every different component. After your video, I went online and chatted with Nest technical support and they are sending me a new Nest. Only took 5-10 minutes. Thanks!
Happy to be of service. Please check out my channel's content and give me a chance to win your subscription as well as count on you as part of my community. Fair well freind.
What a lifesaver this video is! I’ve been dealing the same issue for the past several months and I couldn’t understand why my nest gets wifi on and off. Now it shuts down on and off by itself and I just gave up. Thank you for listing the phone # … I spoke with the rep and now a new nest is being sent … hopefully the new one works.
Thank you for the kind words, be sure to check out the rest of my content, consider subscribing, and please recommend my channel to friends and family. I am working hard to create a great DIY community here.
Sounds like my problem you need a receipt?
Thank you for the video. Mine was out of warranty and they still offered to send me a replacement!
Michael, I am glad it worked out. I hope the video helped. I have other content on the channel. Check it out if you like it, please subscribe. Much more content is right around the corner.
Just like everyone else - thank you for posting this. I, too, was about to buy a new one, when I found your video. I spent yesterday and today trying to fix it myself without success. They are sending me a replacement. Thank you for taking the time to make this video!.
Thank you so much! I am so glad it helped you. Please take a moment to check out the rest of my content and if it fits, please consider subscribing. By the way your positive comment mean so much to me. Have a great day! 👍
I just want to thank you for posting this ... I would have gone out and bought another one - but because of you after 2 hours chatting with them they are sending me a replacement ... thank you so much
Was having the same issue with my nest. Couldn’t find a solution until I saw this post. Followed the steps and Nest is sending me a new display. Thanks for the vid and you earned a new subscriber!
Also, the customer service rep from Google was great. Did a chat with them as the phone support is out due to COVID. Chat worked great and the rep was fantastic. Didn’t treat me like a 2 year old and make me repeat all the trouble shooting that I had already performed to get the device working. Good customer service experience.
Gerard I am so happy I could help. Google has done an outstanding job replacing units they know are faulty due to a bad wifi chip set. Take care freind.
Thanks for making this video. I've been dealing with this being offline for a few months and tried everything you did a month ago and gave up. Fast forward a month.....gave it another go after seeing your video. New one being sent now. Thank you!
This fix worked. I was out of warranty and nest sent me a refurbished unit for nothing. My wifi chip must’ve been broken and the unit stopped charging itself and had to be manually removed and charged. Thanks for your video
Great video explanation, THANKS. unfortunately for my Nest, the 2 yr warranty has expired, and they will not be sending me a free replacement.
Same here. This is so frustrating.
Thank you for your help! I've had this issue for a month and the google help pages were useless. Just a heads up, the phone number you listed in the video and in the description no longer works. You have to go to the help page, put in some info, and THEY call YOU (it's so weird lol, but whatever). Once they call, they will have you use a screen mirroring app so they can see from your camera and you have to go through the steps with them on the thermostat so they can see the problem is actually real. It takes about 20 minutes but I'm happy to say they are sending me a replacement after verifying my problem.
Thank you!!!!! FOUR MONTHS I’ve been dealing with this even bought a WiFi extension device and still won’t work! 5 min on the phone with Google and replacement is on its way! Simple solution I didn’t think of! Thank you again!
I am so glad I could help! Your comment made my day!
My thermostat went bad, I watched several of these videos on how to fix and nothing was working. I bought a new Honeywell thermostat that was recommended and it didn't work either because it was a 5 wire rather than a 4 wire. I went back to the videos and saw this one, This was the first one that said call google etc. I called Google and even though my thermostats warranty expires 1.5 years ago they are still replacing it for free. Thank you,
One of the keys was in technical info there was a w5 displayed that told them what they wanted to know.
I read through comments, then followed others to call google, then, was asked to get top piece to be replaced from store. Then, when the new one came in the place, it worked properly. Thanks for the you tuber.
Glad I could help
Thanks ed. The pined link got me a support callback in 2 minutes. Wow, good on Google. They quickly acknowledged there is an issue and are sending me a new unit. Mine has been running for about 7 months. Only difference is that it is really hot here and the ac unit is working pretty much non-stop. That should not affect the WiFi though.
Only had the nest for 2 months before the wifi stopped working today. Called the customer service number. Guys were very nice. They gave me 2 options. One was to put a $180 hold on a card and they shop the replacement first. The other was a free option where I ship off the thermostat first and wait for the replacement. Either way it works. Thanks!
Glad it worked out!
Thank you Ed. I had a similar issue. When I talked to the Google Nest representative, they told me that based on the Nest readings, there was an overcurrent that fried the WiFi chip. They are replacing the nest thermostat. It should arrive in 5 to 7 business days.
Good companies replace their products when they fail. I am happy Google did this. Appreciate your comment. If you haven't already please subscribe. Building a little community here to help everyone.
Thanks for posting, Ed. What a lifesaver. Thought the issue was the incompatibility with the router, but turns out it was the wifi chip. Talked to Google Nest customer service and told them the error code. Sent out a replacement within 30 mins chatting with them.
Thanks for letting us know about it. Nest is sending a replacement . Thermostat shows symptoms of a failing Wi-Fi Card.
Javier awesome I am so glad it helped! Please subscribe and check out some of my other videos I am sure you will find something you like. More Google nest videos are on the way!
Thank you - this worked perfectly. Out of warranty and still got free replacement due to this issue. Thanks for posting!!
Awesome!!! Great news I am so happy it helped.
Man, I just tried, out of warranty and they refused to send me a new one. Any magic words?
@@MRBCA500 not sure but would call back and see if you get a different person and explain the issue and then demand a replacement
You saved my sanity. Bought a house with Nest installed. Could not get it to connect to internet. Read many online articles about possible router setting problems or interference. Nothing worked and had given up. I had tried wifi ext, hotspot, didn't detect anything. Due to Covid-19, had to use on line chat, no phone support. My new thermostat is on the way.
Wow, thank you I am glad it helped and to have been of service. Please check out my other content. Hopefully, I may earn your subscription and watch time. Take care.
Thank! My nest did this after 1 year and 9 months. The phone is different but I got tech support and after going through the troubleshooting with agent, I have a new nest replaced under warranty. Hope it lasts longer.
@terrylandis8667 thank you for updating. By chance, could you please share the new number here?
I was able to get mine to work by holding in the thermostat for 10 seconds and letting it reboot. I had to call customer support to get that. Works now.
Thank you for publishing this video!! I had gone through all the steps you took us through in the video and was going to replace it. Because of seeing this, I took your suggestion and called. They are sending a replacement!!
I am so glad I could help! Please feel free to watch my other content and give me a chance to earn your subscription and viewership. We talk about Tools, Tech, DIY, and sometimes comics!
Having this exact issue, today. Went through all the same steps... so frustrating. I am going to call now.
Please see the linked comment with information to chat with the representatives over the chat session. Calling isn't working well anymore.
Thanks for sharing the silent recall issue and solution. Worked as you described replacement in route. Saved me a couple bucks here and a wealth of frustration…
Glad it helped that's what my channel is all about!
Awesome job thank you
I am getting my new nest sent. I truly appreciate your efforts to help us
Heading out tomorrow to meet my daughter-in-law whose Nest 3rd Gen thermostat is experiencing this very issue. Exact scenario as presented in your well done video. I found one source with troubleshooting steps that included disconnecting the internal battery if resetting all settings did not solve the issue. However, after watching your video and reading several comments, it seems it is an actual hardware failure that will only be solved by replacing the unit. I'm surprised a diagnostic routine wouldn't point to this thereby eliminating time wasted by the homeowner reaching this conclusion.
My son and his wife were prepared to purchase a replacement unit as a last resort but now knowing that Google is acknowledging this widespread occurrence, we'll pursue the replacement with them. Many thanks for your enlightenment. Keep up the good work.
Best wishes to you my friend may it be a simple repair.
Wow thanks ED. It’s been over a year and I had given up on trying to connect this google nest to my wifi. I was losing my mind until I found this video 😂 I’m calling that number tomorrow, I need a replacement. I’ve done everything you did in this video and nothing worked. Thanks again.
I am glad it helped, that's what my channel is here for. Please note that the number may be old and the link I provided on the pinned comment may work better.
I have the the exact same problem and I could not able to reach Google nest by phone but they were able to help me on chat and I sent your link that I have follow and they did not hesistate to send me the replacement. Thanks for posting this video.
Thanks for this vid, I was having the same issue so I called. I had purchased mine on Ebay and they still were able to send me a replacement. :)
Thank you for sharing your how to wifi video. I have been trying for weeks to see what was wrong with my Nest and it wasn’t until you mentioned the toll free number that I was able to fix it. I probably would still be trying to figure out how to fix the issue
I had the same issue. Spent a couple hours in online chat (in addition to several on my own first) before coming across your video. A
Glad I could help! Please check out my other content and give me a chance to earn your subscription.
Erik Speed how do you do the online chat? I would prefer this better than calling. Thanks.
@@KelleyM462 Through the nest app - click the bars in the upper left of the home screen and then the support button
Had the same issue. Fixed it by selecting 'All Settings' on the reset page. Restart did nothing for me, but resetting all of the settings did the trick.
So I just did that exact thing you did...Had a nest since 2019, been working no issues until last week. Got the replacement installed last week, this new replacement just stopped connecting to the network and finding networks again after 2 days of usage. Needless to say, I have to get a 2nd replacement now...Hope it doesnt start an endless loop.
I don't have network reset option.
So I watched this last night. I had the same exact problem. Thanks for posting the number. I called and they are replacing my defective unit.
Awesome Golden I could help!
Just called and got my replacement set up. Thanks!
How's that replacement going?
It’s set to arrive tomorrow.
UPDATE - I just received the replacement NEST. Took about 5 min to install and works fine. (Unlike the 5-6 hours I played with the old one before I watched this - Ed's youtube) Obviously there are certain lot(s) (hope it is a single lot) that have this WiFi problem. Good thing is, Google did not hesitate to send a working replacement.
Lastly, for what it's worth, the software on the 'bad' Nest was 6.1-9 , this new 'working' Nest is 5.9.1-6(It has not yet self updated yet)
Thanks again Ed - now to return the 'baddie'
I am very glad my video helped. Please help pass on the word of edtheoldtechguy channel. We need subscribers, likes, followers, comments, and viewers like you to grow the channel.
Had the same issue with my Nest E thermostat. Went through the same steps and came up with the same result. Google is sending me a new display as well. Thanks for the vid!
Hey Ben I am glad you liked the video! Please check out my other content and more Nest videos are on the way. If I earned your subscription please subscribe we need you here!
Thank you Ed. This was super helpful. I added your channel. Us old guys have to stick together.
Thank you!!!
Ed Ed
That’s exactly what my thermostat is doing, tried to call the number no longer in service
Thanks for trying Ed
Hi please try the chat or website options pinned in the comments
support.google.com/googlenest
Hoping you get it fixed friend
i really NEED to thank u, i did what u said today. they are sending me a new 1 free (after a lengthy convo). U R THE MAN!!!!
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Hello Ed, I just saw your video. My Nest Thermostat is doing the same thing as you described. I kept trying to fix it but nothing worked. After seeing your video, I called the Google Nest customer service. They will help me and replace my Thermostat. But there is one catch. Your thermostat has to be under warranty. Mine is, so they will help me, otherwise I had to buy a new one. If I did not see your video, I would try again and again and finally give up. May be, I would not think to call the customer service. Thank you so much for this video. 😊 👍
Perfect... Step-by-step of what I did and the exact same problem... thanks for the phone # and I called them and they said my lotcode had a "busted WiFi chip". They said they would send a replacement immediately. I have three of these in my house (one for each zone) and only one is having an issue. He said since the other two are working correctly they don't have this issue. Thanks Ed for saving me time! great job!
Great news! I am so happy to have been of service. Please check out a few more of my videos and if you like them maybe I may earn your subscription.
That’s a big ass house!
Same issue. Followed your steps.. contacted Nest/Google via chat. Sending a replacement thermostat.
Follow up. I received my new thermostat from Nest... weeks ago. It works perfectly!!!
thank you for the info. same problem but google won't send us a replacement. they said it's out of warranty
Lol sorry I found it!!! Thanks for posting it hopefully something will happen here so I can get my nest connected to the Wi-Fi. Thanks again
Had the same issue with my Google Nest Smart Thermostat with the same steps and results. Because of your video, I was able to provide the Goggle chat with the serial number and step by step troubleshooting I tried. Your video was key in helping me to get this issue resolved. I'm being sent a new display. Thank you so much for your time in posting this video, it saved me a lot of aggravation and time.
Jerry I am glad my video helped! It's what I try to do on my channel with a little flare, entertainment and levity. Please if you haven't done so check out a couple more of my videos and of I haven't already in hope I earn your subscription. Thank you for stopping by!
Thank you! I had the same problem and received my new nest today.
Awesome!! So glad I could help. Please feel free to check out my other content and if you like it please subscribe.
Thanks Ed. I have the exact same problem and am on the phone with them right now (12/6/2022) waiting for them to figure out what to do. I have done everything he asked me to do which is the same thing I have done and you have done with no success. After 25 mins I was told that my Nest is unable to connect to the wifi and that I need to replace my thermostate with a new one. Because my Nest is three years old and out of warrantee I must buy it myself, they will not replace it for free.
Glad I could help, sorry you have to buy a new one.
Thanks Ed, clearly some of the Nest T3007ES have a WiFi Problem. Mine worked for about 5 months then died. I tried to call the Tel number but Covid forced to go on line and talk to the rep.
Have the S/N Ready(back of Nest) and the software version(spin display) Mine was 6.1-9 You will be asked several questions about making sure you Nest has access to the WiFi and your WiFi is working.
They also asked if I tried using my cell phone has a hotspot - I did not but, clearly this nest has broken WiFi.
After all the steps, while on line, you will be asked to take a photo of the back of the NEST on a sheet of paper w/ your name, Date, Case# (they give you) and s/n - so have this ready to save time
They will send a new NEST (only Nest display, no mounting stuff). Gotta love google.
I may have to do a COVID video for this.
Thank you Sir!
Thank you for this video! I could not find a proper number for Nest and this helped greatly. The experience duplicated yours in that I will receive a replacement and then return the defective unit. Full confidence in Google products!
Hey Dan, I am so glad my video helped. Please check out my other content and if you like it maybe I can earn your subscription. My small and up incoming community here is about DIY, Comics, Tech and much more. Hope you enjoy it!
Thank you for the information, I called Nest and received a new thermostat
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Thank you Ed,
I had exactly the same problems with my 8 month old Nest Thermostat; spent 4+ hrs trying to problem solve all the possible issues.
After watching your Video (mirror image of my situation) I called Nest, within 2 mins they organized a next-day shipment of a brand new Nest Thermostat.
Great Video, and Thanks to Google Nest for standing by their product and giving 100% with their Customer Service, that’s how it should be done!
Other Companies take note please!
Thank you Gary, Google should be praised for their customer service on this product! Please be sure to check out my other videos and hopefully I earn your subscription. Take care.
Thanks pretty much everything you said. Result was a replacement nest courtesy of nest
had the same issue. followed thoroughly the steps here and the fix worked! Thanks!
Ignacio, I am glad it helped! Please watch a few more of my videos so I may try to earn your subscription. I am working hard to grow the channel to continue to bring everyone this kind of content. Thank you again.
THANK YOU!!! Have been having this problem for months now!
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Thanks for the info... mine work as soon as I reset it... Texas summer
I am glad it helped! Please be sure to check out my other content and if you like it please consider subscribing.
Thank you! This is exactly what helped get me back online after it's been saying it was offline for 24 hours!
You are welcome 😊 Glad I could help. This is what my channel is all about. I appreciate the comment.
Thanks so much! I just got off the phone with support and they're sending a new unit to me!
That's awesome! I'm so happy I could help.
This worked!!! I've been messing with that thing for almost a year!!! Thank you, thank you, thank you!!!!!!!!
Thank you so much for your view and reply! I am so happy I could help.
I have an older net thermostat. I factory reset it. Installed it without using apps or wifi, basic thermostat. Then I connected it to my wifi by itself. Then I used the old nest app (not Google home). Finally done
Very cool!
Thanks for this. Google replaced mine for free about a month ago and less than a month later I come home from vacation and the new one will no longer connect to WiFi.
Wow that's nuts! My replacement unit is going strong now for near 3 years. Mam sorry that sucks
I’m having same issue . thank you for providing the support link for Google. I Just talked to them. They are sending me a replacement thermostat.
Excellent to hear!
Thanks for the video! The same thing happened to me. Went to Best Buy and got a new one and I’m back in business! 😅
I am glad it helped! That's all in trying to do with my little channel here. Please take a moment and check out more of my content and if it makes sense feel free to subscribe 😊
It is Wednesday just wanted to let you guys know what happened for me Had same issue just called and my replacement will be here Friday, Fast delivery and excellent customer service so happy with it.
Christian, awesome news! Glad the video helped! If you enjoyed the video and it helped you please consider subscribing and checking out my other content. I am a new struggling creator. We need all the help we can get to build this small Tools, tech and DIY community! I hope I earned your subscription.
I got the same issue. They sent me the replacement a few months before. But the replacement one got the issue again. Now I have to call Google again. Seem that is a firmware or wifi chip issue but Nest dev team got stuck on that for a long time. This is so popular issue and I don't know why they can not solve it totally.
Nice video Ed! You know your tech, and you're great at explaining it in layman terms. Keep up the good work.
thank youuu. I just contacted google and they're sending me a replacement! hopefully it doesn't take long to get here.
I am so glad I could help! That's what my channel is all about!
Thank you AD. That is exactly the problem I have now. Will contact NEST now.
My experience with Google was not as good. They did acknowledge that it was a hardward (Nest Thermostat) issue, but since my nest was beyond their warranty period, they could not do anything for me. My Nest was 4-5 years old. No free return, no discount on a new model. :/
Thanks for sharing
I had the same issue and tried everything. I called the number you posted and the tech made me run through all the steps again but it was the same problem so will be getting a new one soon. Hoping this one is a good one! Thanks for the help!
I originally noticed that the temperature seemed way off. It was reading about 5 degrees hotter than it should have. When I went to try to figure that out I noticed it wasn't connected to the Wifi and it is physically warm to the touch. Replacement on its way.
I followed your pathway. They seem to have adapted....after 4 hours with the tech guy they took more than 7 days to answer me that my warranty time was exhausted ( I bought it 16 month ago). Sure way to troubleshooting is BUY ANOTHER BRAND....
Oh no, I am sorry it did not work for you. I strongly suspect a bad batch of nest wifi chips. I bet they are now cross referencing with what they beleive to be the bad batch and those that are not in that batch. Please keep us up to date on any other developments.
@@edtheoldtechguy They finally sent me a new one that is now working. Thks!
I had the same issue twice here in the UK, you call google and they provide a DHL label, you post back the bad nest head and another one comes after around 10 days. Mine was out of guarantee the second time but Google knows the issue and they provide an exemption. The replacement comes from Poland!
Great video! I have the exact same issue. I called and we ran some tests. They will be sending me a new (refurbished) within a couple of days...
I am so glad I was able to help! Please feel free to check out some of the other videos on my channel hopefully I can win your subscription.
Thank you for this info! The only phone number we could find just rang, and the number you posted worked. Someone answered right away and helped resolve the problem
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Dude, just phoned Google support and have replacement inbound-thanks for sharing .
Welcome 🙏
my nest just went out of battery and dead before i found this video thanx
Thanks for the tips and including the nest support number. Made it easy to resolve.
So I'll tell you why they say do an update because I just did it and it worked for me. My wireless SSIDs were showing, but my Nest was not connecting. Even after a restart of the device. But you mentioned here, they said, try a software update even though it wouldn't work. So I tried that and it worked for me. It forced it to connect to the default network that was in there. 🤷🏻♂️
Very cool! thank you for sharing
Almost a year later and this video was still super helpful. Called Google Nest support who were indeed excellent and my new thermostat is on the way soon. One thing to note is you have to be still under warranty which is 2-years from your purchase date and you will have to show proof of purchase.
Thank you so much!
the replacement they sent me was even more defective than the original. original gets power but just can't find wifi anymore. replacement couldn't even get past powering on without an infinite loop of "remove from base and reattach" / "attach display to base."
this product is a terrible waste of money. and Google owns the repair service they send to help you for 130 a visit when their bad product causes problems so they literally make more off defective ones than good ones. do not give them your money. get an ecobee .
Alas its a warranty issue. I had the exact same problem, but when I contacted them, I was told I was out of warranty and tough luck, buy a new one.
Sorry to hear that. I hope you find another resolution soon.
Did they give you an option for standard and advance shipment? With standard you would have to send the old unit and wait for a unit. With advance shipping, they would say you a link to pay for a new unit which would put a hold on your card, they would send a new unit and a shipping label for the old unit and once the old unit was received they would remove the hold?
I used the standard as everything but the Wifi chip was working on my old unit. No issues since.
Mine was purchased in september 2018. Had to be repaired once the following month. Now i'm waiting for customer service to fix the issue.
Update: after 3 days with no Wifi, it decided to kick back on during the night.
I do not know if it is something Nest IT did to correct the problem or a random act of God during a big thunderstorm but I got my app back which is nice when you don't want to walk 4 floors to get to the thermostat. Glad that it seems resolved for now.
Glad to hear it was fixed. If it happens again make sure to troubleshoot it to ensure it's not the wifi chip.
I got mine just in October 2018, just started to act up yesterday, I am in Europe, here I have to contact the reseller, 2 years warranty so that should not be the problem.
Did Nest/Google change the Nest after this debacle, like hardware revision?
Thank you very much for the video! I just had the very same problem and video helped me resolve the issue and fast! Google is sending me a new nest under warranty! Thanks a bunch!
This information was very helpful! I got my replacement today
Went through the same exact steps as you and got a new replacement device from Google. Unfortunately after 6 months the new device also experienced problems connecting to the internet so have now requested a new device from Google (this is my third). Before sending me the device Google referred me to some recommended router settings. I think the issue is an interconnectivity between the nest device and certain routers over time. The bad news is that changing the router settings is not so easy for the average layman - you have to go into your router settings online (which most people don't know how to do) and go into advanced settings to change a bunch of stuff (which may or may not affect other devices connected to the internet).
Wow, thanks for telling us
Thank you, same problem but looks like thier generosity is over. They refused to send me a replacement saying it was out of warranty.
Sorry to hear that!
I have now had 2 replacements in the last 6 months due to this same issue and guess what, the most recent replacement (in September, 2023) is now doin the same thing. Obviously there's a design flaw and having to replace the thermostat every 3 months is getting old.
Sure is which is why I made the video, Thanks for watching and commenting!
Ed thanks my replacement in process. Your video does not show you replacing the base plate & IC(s) please clarify if base plate needs replacing. Thank You
Ken H
Ken thanks for watching my video and leaving a comment. Google did not send me a base replacement, so the only thing that was replaced is what you see in the video. The head unit was replaced only. Also please do me a favor, share the video, subscribe if you haven't done so and tell a few friends about the channel. I am working hard to grow this little channel. I am not sponcered or paid by anyone.
I'm looking when you've posted the video and am sorry to say that the chip problem is still an issue with this type of product. I've just contacted Google Nest and they are investigating. It looks like I need a replacement. Thank you for your video
Mine did the exact same thing they replaced it for me with no problem. it's just a pain you got to go through all the steps with him on the telephone before they will send it to you.
Thanks for your video, called google and waiting for a replacement unit, I guess they know it's a common problem
I am happy I was able to help!
Thanks for the video, had the same issue and they are sending me a replacement.
I want to add that the posted phone number is no longer in service. I had to navigate the Google help center, and request a call back. But other than that, the process was fairly simple.