Need a replacement Nest Learning Thermostat

[Greenie007]

Good day,

I have gone through every possible step to get my Nest Thermostat to reconnect to my WiFi, but it is not recognizing it.  I have tried to Restart the network, I have tried charging the battery, I have tried restarting my router, and have even done a factory reset, but after 1 year of having this thermostat it suddenly will not connect to my WiFi anymore.  This happened out of nowhere yesterday and no matter what I have tried it will not reconnect.  I have read once all known steps have been tried and do not work that you will offer a replacement as this issue is common for this generation of thermostat.  Kindly advise soonest on how to go about getting a replacement unit and if you need the other one back.  I rely on the WiFi to adjust the temperature from my Android app when I am on another floor of the house.  Thank you - Steve G.  / Baltimore, MD

[Greenie007]

The website said to come here to obtain a FREE replacement as the model I bought was marketed with a WiFi glitch which tends to cause the issue I am having.  I have tried everything to fix it and followed the link here for a free replacement where I have found other posts from customers who posted and were given a new thermostat.  Awaiting a response from an administrator as I need to replace my unit as soon as possible.  Thanks-

Steve G / Baltimore, MD

[Greenie007]

Follow up. Can someone involved respond to my original post from earlier in the week. I need a resolution for my faulty thermostat.  Again, I need to inquire for a free replacement since I have a faulty model. Much appreciated.

[Jake]

Hey Greenie007,

If you are still under warranty and looking to obtain a replacement, you can follow the link here. This will get you in touch with our support team to start that process. Let me know if you have any questions from here, as I would be happy to review.

Best regards,

Jake

[Jenelyn_O]

Hi folks,

Chiming in — I appreciate you being a step ahead of us. I want to know more about it. Do you see any message or code on your Nest Thermostat?

I appreciate your help, @maria019 and Jake.

Thanks,
Jenelyn

[Jenelyn_O]

Hi there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Best,

Jenelyn

[Greenie007]

Hi Jenelyn,

I was somehow asked about my topic in someone else's topic by Mark on your team.  Here is my response.  I am still awaiting feedback to get this resolved.  Below is EVERYTHING going on with it including all troubleshooting that was done, other issues with the face not lighting up at times, and the error codes I am getting.  

Hi Mark, 

For me, I went through all known steps to fix it as follows which did not work:

1. Did a Restart of connection

2. Restarted my router (no other components are having WiFi issues)

3. Checked battery life which seemed fine, but put it on charged a few hours anyway

4. Restarted to Factory Reset

5. Verified Technical Information was where it should be (pings and signal strength) both fine

Thermostat gives me an error stating: nest.com/m15

App on cell gives me an error stating: TD004 (0.65) which means thermostat went to sleep

Also, almost all of the time the face of the thermostat does not come on and light up.  I have to push and wind it a few seconds for it to light up so not sure what is going on with that.  Very annoying though!  Please let me know your thoughts based on my above response to your post.  Thanks-   Steve G. 

[Jenelyn_O]

Hey Greenie007,
 

I appreciate you for listing down all the troubleshooting you already tried. Are you trying to add your Nest Thermostat to your app? The TD004 code occurs when your thermostat goes to sleep before you finish the setup process on the app. Try selecting Learn more on the actual thermostat to Reset device. Once the thermostat completes the restart process, resume the setup in the Nest app. I suggest interacting with the screen every 20 seconds until you successfully add it to the app.
 

Please keep me posted.
 

Best,

Jenelyn

[Greenie007]

The thermostat itself will just not connect to the Wi-Fi so I really can't get to the step of connecting it to the app. I gave it a try just in case and did keep moving the dial to keep it from going to sleep but I don't think that's where the issue is. This thermostat simply will not recognize any wi-fi. At first it recognized other Wi-Fi names which were probably my neighbors but now it won't even recognize any at all. And as I mentioned normally when I walk near the face lights up and now it doesn't. Sometimes I have to pry it off the wall and put it back on just to get it to light up so I can use it. For what it's worth this thing is faulty and does need to be replaced. I'm hoping you agree at this point.

[Jenelyn_O]

Hi there,

Thanks for keeping me in the loop. I want to dig deeper into this. Could you please go to your actual Nest Thermostat device and go to the Quick View menu? After that, highlight the gear icon for settings then check if there's any specific message or code. Also, try to connect your thermostat to your mobile hotspot by typing the name of it manually.

Best regards,
Jenelyn

[Greenie007]

Have already tried these steps. I am telling you this thermostat is no longer working right and it needs to be replaced.  I've even had a friend who works for the gas and electric company and he verified that it also needs to be replaced.

[Jenelyn_O]

Hey Greenie007

Thanks for the update and for being one step ahead of us. We'd like to investigate this case for you. Please fill out this form and let me know once you're done. 

Regards,

Jenelyn

[Greenie007]

Hi Jenelyn - the noted form that you provided has been completed and submitted,  Please advise on the next step for a replacement.  Thank you.   Steve 

[Jeran]

Thank you for helping out on this thread, Jenelyn!

Hey there Greenie007,

Thank you for filling out that form! You should have someone from Nest support reach out to your email within a few days, so keep an eye out for that. In the meantime, let us know if you have any more questions.

Best regards,
Jeran

[Jeran]

Hey Greenie007,

Do you have any more questions that we can address? 

Thank you,
Jeran

[Greenie007]

No questions... Just waiting to hear back about the form I sent last Friday and if there will be a replacement knob sent.  Thanks.

[Jeran]

Hello Greenie007,

No problem at all! I'll check back in a few days to make sure they've contacted you.

Best regards,
Jeran

[zoeuvre]

Hi everyone, 

@Greenie007, I see that you were already reached out by our team via email. Since we can now consider this one complete, I will be locking this in 24 hours if we don't hear back from you again. Feel free to start a new thread, and we'll be happy to help. 

Thanks for all your help, Jake, Jenelyn, and Jeran. 

All the best,
Zoe

[Greenie007]

Actually no one has ever reached out to me. I was told someone would be in contact with me either by email or phone but that never happened. You can close this thread as I have moved on and purchased another thermostat with another company.  

[zoeuvre]

Hi folks,

@Greenie007, we're sad to see you go. We hope we can make it up to you in the future. We're always here to help if you ever change your mind. As you’ve requested, I'm going to lock this thread and mark it as complete. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Zoe