Updated: March 22, 2023
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by Denys Kashnytskyi
Tech Expert & Writer
326 resolved issues

Four attempts at connecting the Nest thermostat have come up with the message “Failed to connect” each time.

I triple check the password entered each time and know it was correct. I have yhe new router is a Plusnet Hub Two

Hello, thank you for using Howly.
Okay, let's try to remove the current Wi-Fi information on your Nest thermostat:

  1. Press the thermostat ring to bring up the Quick View menu.
  2. Select Settings Nest settings icon --> Turn the ring and select Reset ---> select Account Connection --> select Reset to confirm.
    Tell me when it's done, and I'll send you the next steps.
Customer Replay

It asks what would I like to reset

Do you see "account connection" there?

Customer Replay

there is no “account” option

What options except "network" are avaliable?

Customer Replay

restart, schedule, away, network or all settings
or Cancel

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Thanks! Then select "network"

Customer Replay

it will erase all network info. Ok?

Yes, please
After it's done, please remove your thermostat from the app:

  1. Open the Google Home app.
  2. Touch and hold your thermostat's tile.
  3. Tap Settings -> Remove device.
Customer Replay

Sorry don’t know how to do that

Do you have the google home app on your phone/tablet?

Customer Replay


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So you never used the Nest app, right?

Customer Replay

that’s right, never.
Sorry, just found google home!

Okay, good.
To remove a Nest product from your account on the Home app, go to Delete and remove access to Google Nest devices.

Customer Replay

it seems only on my iPad, not on my phone
I’m using my iPad to converse with you, so bear with me

It doen't matter, you can use any device. It's linked not to the device, but to your account.
Okay, sure.
Even if we get disconnected, I can check our message history later, so don't worry!

Customer Replay

🙄 it’s getting me “started”!

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Okay, seems your device was not connected no the app.
Okay, let's try to remove the saved Wi-Fi connection from your thermostat and then set it up again.
PLease, press the thermostat ring to bring up the Quick View menu.
Then, Select Settings.

Customer Replay

? Settings menu?
im in settings

Now, turn the ring and select Reset.
After that select Account Connection.

Customer Replay

What to reset?

Account Connection.
Do you see it?

Customer Replay


Okay, what options do you see?

Customer Replay

Same as before……restart, schedule, away, network, all settings

Got it, have you turned the ring?

Customer Replay


Customer Replay

There’s also a CANCEL option

Could you please send me a photo of your thermostat screen to my email?

Customer Replay


Here is the email: help@howly.com

Customer Replay


Got it, thank you!
Okay, please select "Network".

Customer Replay

👍 reset?

Yes, thank you.

Customer Replay

done, it’s back on RESET

Okay, you see the previous menu now, correct?

Customer Replay

YES…..we’ll the simple menu, not the detailed reset menu

Okay, please go to Network now.

Customer Replay

sorry, that’s what we just did

I mean the Network in all settings.

Customer Replay

i have the WiFi address now

Is your Nest connecting to the Wi-Fi?

Customer Replay

Well, it shows the wireless network. I should select that, right? Then enter password?

Yes, please.

Customer Replay

this will be a few minutes!

Don't worry, take your time!

Customer Replay

BLESS YOU! Denys, it has finally connected!

Great! 😄
I'm happy for you :)
Is there anything else I can do for you today?

Customer Replay

You are my hero!

Thank you!😊

Customer Replay

no, what a wonderful service. Thank you. Please have a good Evening!

Thank you! You too!
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!

Customer Replay


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