topic Re: Nest Thermostat 3rd gen issue in Nest Thermostats

Nest Thermostat 3rd gen issue

Fus43 — Mon, 16 Oct 2023 13:15:29 GMT

Nest 3rd Gen thermostat on the wall started playing up and noticed that there were no lights on the heat link so had stopped sending power to the unit. Reported to google who arranged for an engineer from Boxt to attend. They replaced the heat link and was able to start the thermostat using a stand usb cable, but it then requests to be put back on the wall or a stand to control the boiler.

When put back on the wall or a stand it wont trickle charge and eventually just turns off. Spoke to Boxt again who advised it is likely the battery has failed because it has been off charge due to the heat link failure and to speak to Google. The engineer on site had even said if he had one he would have just swopped the thermostat out.

Spoke to google again who started off by saying they would arrange a replacement unit to be sent. However when when they discovered it was out of warranty they wouldn't do anything and was advised to buy another unit even though they had agreed to replace the heat link.

I had no issue with the thermostat until the heat link failed so the two are clearly connected and the battery has died as a direct result of the heat link link failure. However Google have just completely washed their hands of this which is shocking customer service.

I have four thermostats controlling different areas and this is the second one I have had issues with. These units are not fit for purpose and I wish I had never brought them.

Any advice on where to go from here other than to completely change the system or give google another £200 of my money to buy another unit as conveniently they don't sell the thermostats by themselves?

Re: Nest Thermostat 3rd gen issue

LarisaL — Tue, 17 Oct 2023 17:40:39 GMT

Hi there! I'm so sorry to hear about this situation. Please take your display off the base, and off the stand and put it to charge for 90 minutes with a micro USB cable directly from a power socket.

Re: Nest Thermostat 3rd gen issue

Fus43 — Thu, 19 Oct 2023 10:03:34 GMT

Hi Larisa,

Thanks, I had done this before but did it again to check and it didnt work.

Re: Nest Thermostat 3rd gen issue

AlexD — Fri, 20 Oct 2023 16:10:32 GMT

Did any message come up on the display while charging it separately or any LED at the top of the display? If so, what colour?

Also, just to confirm, you plugged straight into the back of the display, above the QR code or into the base?

Re: Nest Thermostat 3rd gen issue

Fus43 — Fri, 20 Oct 2023 16:14:11 GMT

Hi Alex,

Yes plugged directly into the unit. It says connect to base on it when it charges like that then I install back on wall mount or stand and it just drains the battery and says needs to shut down due to low battery.

Re: Nest Thermostat 3rd gen issue

Vladut — Sat, 21 Oct 2023 10:58:50 GMT

Hi @Fus43 thank you so much for all the details. Can you tell me what are the values of battery level, Vin and Vusb when you go into Settings>Technical info>Display?

Re: Nest Thermostat 3rd gen issue

Fus43 — Sat, 21 Oct 2023 17:05:34 GMT

Hi,

Readings are as follows.

Battery 3.467

I can boost this more by taking it off the holder and using the stand USB plugged in directly, but it will then constantly lose charge when I put it back on the wall mount or a stand until it turns off and will then just turn on and off intermittently without every actually working.

Vusb- 0.01v

Vin- 10.92v

Lin- 200mA

Re: Nest Thermostat 3rd gen issue

TudorL — Tue, 24 Oct 2023 07:50:06 GMT

Thanks for all the information you provided. Would it be alright if I send you an email on the address associated with your Community account?

Re: Nest Thermostat 3rd gen issue

LarisaL — Fri, 27 Oct 2023 14:41:20 GMT

Hi there, just checking in! Did you see the message from my colleague?

Re: Nest Thermostat 3rd gen issue

Fus43 — Sat, 28 Oct 2023 07:49:16 GMT

Hi, thanks google have agreed to replace the unit and I have returned my one for an exchange.

Re: Nest Thermostat 3rd gen issue

Vladut — Sat, 28 Oct 2023 08:08:00 GMT

That's great. Let me know if you need anything else.

Re: Nest Thermostat 3rd gen issue

LarisaL — Mon, 30 Oct 2023 09:25:01 GMT

Hi there, just checking in! Is there anything else we can help you with?

Re: Nest Thermostat 3rd gen issue

LarisaL — Tue, 31 Oct 2023 09:29:42 GMT

I haven't heard from you in a while so, if you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.