Thermostat gen 2 unpaired by previous owner

[Clemrocher]

We have moved into a new house and the previous owner has unpaired the thermostat gen 2 from the heat link. 

we have tried to repair the two, but it is not working. we have tried the following: 

- Holding the reset button on the heat link for 30 seconds twice. The heat link is flashing blue continuously anyway. 
- we have moved both devices next to each other when trying to pair. 
- we have checked the battery on the thermostat because it is wired anyway. 

any suggestions are welcome because Google not being particularly helpful. 

thanks in advance. 

[virnab]

Hi Clemrocher,

Thanks for reaching out to our community.

I'm sorry to hear that you're having trouble linking your Google Nest thermostat to the Heat Link. I appreciate you for sharing the steps you've already tried; this helps me better understand your situation. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• Could you please confirm what the model of your Google Nest thermostat is? Here’s a helpful article about how to identify your thermostat model.
• Are you using an Android or an iPhone device to set up your Google Nest thermostat?
• Is your Google Nest thermostat or the app showing any error messages when you try to pair your Heat Link?
• Is your Google Nest thermostat asking for a pairing code when you try to pair your Heat Link?
• Did you migrate your Nest account to a Google account?
• Is your Google Nest thermostat installed on the wall or on the Nest Stand?
• Could you please send me a picture of your Heat Link?

I will be looking forward to your response.

Best regards,

Virna