07-21-2023 01:38 AM
I changed my network provider 2 days ago and tried to connect my Nest thermostat to the new network, the thermostat was working perfectly well the day before but could not find any networks never mind my new one.
I contacted nest support and after running through all the troubleshooting steps to reconnect I was told that there was a hardware issue with the thermostat and it would need to be replaced, however it was out of warranty so I would have to purchase a new one myself. This particular thermostat was a replacement 3 months ago for my original which developed the same issue, I find this unbelievable that 3 month old equipment is not covered by warranty clearly there is an issue with the thermostats and wifi connectivity. Has anyone else had this issue with Nest thermostat and been refused a replacement from google.
07-25-2023 11:37 PM
Hello Decmck,
Oh no! I'm sorry to hear you're having an issue reconnecting your Nest Thermostat to your new W-Fi network. Let's see what's going on.
I understand that you have possibly completed all the steps. To ensure that everything is covered here, can we have your support ID number so we can check for options?
I'll look forward to your response.
Regards,
Mark
07-26-2023 11:37 AM
Support ID number is 5-8296000034427
07-26-2023 11:47 PM
Hey there,
Thanks for sharing. It appears that you've exhausted all the possible steps with our team. But I would like to give it a shot to make sure everything is covered here. Could you please try these steps and see if a message report appears?
Keep me posted on how it goes.
Regards,
Mark
07-28-2023 09:11 AM
I tried the above steps and there is no available networks available on the device
07-30-2023 04:43 PM
Hi Decmck,
Thanks for giving those steps a try. What is the battery level of your Nest Thermostat? If it's below 3.7 V, please charge your thermostat using a micro USB cable for at least an hour. Once done, check your thermostat battery level again and ensure that it is above the battery level of 3.7 V before connecting it again to your preferred network.
I appreciate the help, Mark.
Best,
Jenelyn
07-31-2023 11:27 AM
The battery voltage is 3.908 Volts
08-01-2023 03:57 PM
Hey Decmck,
Thanks for the follow-up information. Giving these steps a try might help.
Let me know how it goes.
Kind regards,
Jenelyn
08-04-2023 11:29 PM
Hi everyone,
@Decmck, I'm dropping by to ensure that everything is covered here. How's it going with your Nest Thermostat? Were you able to perform the steps we're suggesting? We'd be glad to hear from you.
I appreciate the help, Jenelyn and Mark.
Best,
Emerson
08-12-2023 12:33 AM
Hello @Decmck ,
Thank you so much for letting me know. Can you please try the following:
1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue.
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds.
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen.
5. Go to: Equipment > Replace Heat Link and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 10 seconds press, until the LED goes off once).
7. Press connect on the display.
Let me know how it goes.
08-07-2023 11:46 AM
The thermostat is now showing H71 error code, I have tried several to try to connect it to heat link but without success, I tried to reset pairing also without success.
08-15-2023 02:18 AM
Hi there, did you manage to go through the troubleshooting you got from my colleague?
08-16-2023 04:23 AM
Hi there! I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.