topic Re: Thermostat Always disconnecting in Nest Thermostats

Thermostat Always disconnecting

Bobindublin — Fri, 01 Apr 2022 16:02:14 GMT

My Nest thermostat continually disconnects from the boiler. It’s frustrating as it’s impossible to keep the house at a constant temperature. I can even put the thermostat next to the boiler and it takes forever to connect. It will go for days with no issue and then days where it continually drops connection. Is there something at fault here

Re: Thermostat Always disconnecting

george_t — Tue, 05 Apr 2022 11:25:45 GMT

Hi @Bobindublin,

Thanks for reaching out. Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Re: Thermostat Always disconnecting

Bobindublin — Tue, 05 Apr 2022 13:09:51 GMT

This situation happens on a regular basis. There will be no problem for over a week and then it will do it continually for a day. I can’t remember the exact date, but the thermostat was fitted around 7 years ago.

Re: Thermostat Always disconnecting

george_t — Tue, 05 Apr 2022 14:42:17 GMT

Thank you for the details. Could you go to the thermostat Settings > Technical Info > Power and send a photo with the power readings? Also, is there any message on the thermostat display when it disconnects from the Heat Link?

Re: Thermostat Always disconnecting

Bobindublin — Tue, 05 Apr 2022 15:11:21 GMT

The message I get is the thermostat is unable to connect and you get the option to check again. I’m struggling to add a photo as I’m replying from an iPad and cannot work out how you do it. In the tech info it says, battery 3.897 v, Vusb 4.86 v, Vin 0.00, lin 100 ma (c). At the time of checking the settings the controller was actually disconnected

Re: Thermostat Always disconnecting

AnaM — Fri, 08 Apr 2022 17:27:04 GMT

Hey @Bobindublin,

Thank you for your answer, the power readings look good. Can you please also answer the following questions?

Have you had any recent power cuts in your area? If yes, has the error persisted since this power cut?
Has there been any recent work on the HVAC system?
Was the Nest thermostat moved during maintenance to a new location?
What is the distance between the Heat Link and Nest thermostat? Are the Heat Link and display on the same floor?
When was the thermostat installed?
How is the Heat Link being powered when trying to pair it?
When did the issue start?
When was the thermostat installed?

Re: Thermostat Always disconnecting

george_t — Fri, 15 Apr 2022 15:14:09 GMT

Hi @Bobindublin. Just checking in, did you manage to read the last message from my colleague?

Re: Thermostat Always disconnecting

Bobindublin — Sat, 16 Apr 2022 09:24:47 GMT

In response to the above.

1 There have been no power cuts

2 no maintenance has been carried out

3 it’s not been moved

4 the distance is 10-12 metres and they are on the same floor

5 it was installed in 2015

6 it’s powered by the main supply

7 we’ve had the issue for 2-3 years

Re: Thermostat Always disconnecting

DragosC — Mon, 18 Apr 2022 10:55:50 GMT

Thank you. Could you tell us please if the thermostat is on a stand or hardwired to the Heat Link on the wall?

Re: Thermostat Always disconnecting

Bobindublin — Mon, 18 Apr 2022 12:35:31 GMT

It’s on a stand. Thanks

Re: Thermostat Always disconnecting

DragosC — Mon, 18 Apr 2022 13:14:16 GMT

Understood. What is the color of the LED on the Heat Link?

Re: Thermostat Always disconnecting

Bobindublin — Mon, 18 Apr 2022 14:05:07 GMT

It’s currently orange, but that changes depending if it’s connected or not

Re: Thermostat Always disconnecting

DragosC — Mon, 18 Apr 2022 15:26:15 GMT

Understood. I put in here some steps to help you connect back the thermostat with the Heat Link. The steps need to be fulfilled in this order only.

Before following these steps make sure of the following:

- The thermostat is connected to the base and to a power source and it's getting power (You can check in the "Technical info" option, and after that in "Power", the battery needs to be above 3.8 in order to maintain a constant connection with the Heat Link, however, if it's not, let it charge until it is).
- If you have the possibility (the thermostat is on a stand), bring the thermostat and the Heat Link as close as possible only for the pairing process, after that, you can move them anywhere in the 30 meters radius

1. Gather the 6-digit entry key located on the bottom side of Heat Link's case, near the screw that holds the case together.

2. Select the option "Replace Heat Link" on the thermostat (you will have a message saying that the thermostat failed to connect wirelessly to the heat link, you just need to continue and you will receive a screen with 4 options: check again, reset pairing, replace heat link and technical info, the correct option in the third)

3. Put the 6-digit entry key in there but don't confirm it. Just write it there and stop when you see the word "Connect" highlighted.

4. Press the "Nest" button on the Heat link and hold it for 45 seconds until you see a slowly pulsating blue light on the Heat Link. After that, wait about 5 seconds and press and hold it again for another 45 seconds until you see a slowly pulsating blue light on it.

5. Go ahead and press connect on the Thermostat's display and wait about a minute. You shall see the message "Heat link connected wirelessly" and the Heat Link's light shall be solid green. That means the devices are connected and working.

Let us know how it went.

Re: Thermostat Always disconnecting

Bobindublin — Mon, 18 Apr 2022 16:51:04 GMT

I have seen it, but haven’t had chance to do it yet. The heat link is now showing a solid green light, so it is connected. The steps you suggest should this help to stop the continual loss of connection.

Re: Thermostat Always disconnecting

Bobindublin — Mon, 18 Apr 2022 17:06:02 GMT

I’ve just checked and there’s no 6 digit code on the heat link anywhere

Re: Thermostat Always disconnecting

DragosC — Tue, 19 Apr 2022 09:57:59 GMT

Thanks for letting me know. Could you send me a picture with the Heat Link please?

Re: Thermostat Always disconnecting

Bobindublin — Tue, 19 Apr 2022 12:25:27 GMT

Re: Thermostat Always disconnecting

DragosC — Tue, 19 Apr 2022 14:15:46 GMT

I see now. It's a second generation of the Nest Learning Thermostat. Thank you. Could you tell me please how is the thermostat powered? Is it on a stand or hardwired to a wall?

Re: Thermostat Always disconnecting

Bobindublin — Tue, 19 Apr 2022 14:32:05 GMT

It’s on a stand and powered from the mains. It’s plugged directly in the socket

Re: Thermostat Always disconnecting

AndaD — Tue, 19 Apr 2022 15:45:52 GMT

Alright, thanks for the details. In this case I'd recommend, if possible to try and bring your thermostat closer to the Heat Link in order to reduce the sources of interference which can cause the disruption of the connection. Please check out this article too, it explains more about how to minimize interference: https://bit.ly/3Or0UmO.