3rd gen thermostat and heat link impossible to connect

[Franks5K]

I had a brand new combi boiler (Vaillant) and Nest installed by a pro fitter. 3 months later and the 3rd gen thermostat says not connected to WiFi. W5 error. This was confirmed dead by Google support and I was asked to buy a new one from them for £210 and link that to my newly installed heat link and return the dead thermostat. 

After spending 4 hours trying, I gave up. It simply won't connect.

Here are the instructions I've followed:

0. Turn off the WiFi router

1. Reset the Heat Link by keeping the button on it pressed for about 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. (Hamburger reset)

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

5. If you haven't paired yet, go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link (you can find it on the bottom side of the cover of Heat Link, next to the place where the wires are coming out, near the screw), 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

I've even replaced the Heat Link and tried to link that to the new thermostat on the new Heat Link code and nothing. Just slow flashing blue light and a thermostat that takes 5 mins of a slow spinning blue circle to tell me it failed to connect wirelessly with an error of H71.

I went back to support on day two and they can't help me outside of UK working hours. The problem is, I also work so I'm not at home to spend time working on the thermostat.

What else can I do? I've now spent £420 on two thermostats from Google in 3 months and none of them work?

[Frustratedddd]

Just to confirm I have this correct. You have an original Heat Link and a replacement display, correct?

Oh and have you searched the forum, especially my previous posts about this issue about connecting?

[Franks5K]

Hi, I have the original Heat Link, original 3rd gen thermostat with an W5 WiFi chip error (meaning it won't ever connect to home WiFi and a common failure). I also have a brand new Heat Link and brand new 3rd gen thermostat.

None of them in any combo will link to either Heat Link. 

[Frustratedddd]

OK, thanks for the update. This can be sorted, but we need to clarify a couple of things. Also are you handy with a screwdriver to connect a couple of cables if required?

First forget the display with the chip failure, put that aside we don’t need that one. The new display and Heat Link, did they come as a pair or did you receive separately?

Before we go any further have you searched the forum as I asked previously?

[Franks5K]

It seems my reply hasn't come through.

To confirm, I've made a wired connection linking T1 and T2 from the new HL to the the new Thermostat. It's linked fine. However, wireless connection is still not possible. Do I need to fully reset one of the devices, both of them or perform some additional set up steps now to get wireless set up working so i can detach the temporary wired connection I've made?

Thanks

[Frustratedddd]

Like yourself, looks like my message hasn't come through!

Have you searched the forum as I asked previously?

[Franks5K]

Hi, Yes I've searched but I can't find any information related to the issue I'm having and now that I've forced a wired connection whether I need to now do some form of reset on these devices to get wireless linking working? 

Thanks for your help so far!

[Frustratedddd]

Mmmm! Well that's why I ask if you have searched, as I have written about this problem dozens and dozens of time.

Try searching this!

Learning Thermostat and Heatlink Connectivity

Does the display now confirm wired/wireless?

You don't have to do anything further if you don't want to, but I would always go a step further to confirm eveything is correct.

[Franks5K]

I'm sorry but I'm £420 in on a product that doesn't work. Google support has been crap so and havent responded to me other than copy/pasting instructions that don't work) and I've wasted 2 evenings trying to sort it out because the professional gas fitter who put all of this in said "speak to Google". There is nothing in the Google manuals explaining what to do in this scenario that I can find?

I'll carry on searching though. Thanks

[Frustratedddd]

Just to get my point out, I am aNOT a Google fan, so do not put me in that category.

Yet again have you READ anything about pairing on this forum and the answer is NO!!!

BUT.......................

You now have a connection via a cable, GOOD.

You now need to factory reset your thermostat to factory with the wires STILL connected, I'm sure you can do that. Once reset, THEN and ONLY then remove the wires from the temporary T1&T2 connections, and replace with a USB connection. You will now have a display connected via a base plate with the USB, Understood? You have your Heat Link hard wired, correct?

Now press the button on the Heat Link for over 30 - 50 seconds, and KEEP pressed do NOT release the button at all. The blue light will pulse on the Heat Link, keep it pressed just to make sure it's reset. Once pulsing keep pressed for a further 10 seconds. Do this TWICE.

Now go to your display [just the display NOT the base], and hold JUST the display in your hand and squeeze like a handburger, and KEEP squeezed until the little house comes on. Doe this TWICE. Now rplace your display onto the base plate.

You should have a display showing languages, and the Heat Link pulsing blue.

Now follow the instructions on the screen, BUT do NOT rush through the setup be very slow, take your time.

Now see what happens.

[Franks5K]

Thanks I reckon that'll work and is the set of instructions I was hoping to get. I'd had half of that from the old support ticket before they ghosted me and before I left for work this morning, I'd established the wired connection and saw the Heat Link on the stat. So in essence, I can now hopefully reset both the Heat Link and stat back to factory and start over. The first set of instructions Google support provided me were basically this but had failed to point out the crucial step that I should make a wired connection if the process fails and do the whole things again while also including to then having the ability to access the stats reset menus now that the Heat Link is wired. 

What is 100% stupid with this kit is that there is no master reset function on any of it. If your part way through set up, you have no way to go back to factory settings. Even the old stat that failed within 3 months with the W5 error fails to completely remove all system information and address info and it's been reset 3 times! This is a GDPR failure as well as a product failure. In order for me to get my money back, I now have to send it off to Google with my address on it because it wont factory reset. I might put it in the microwave for 5 mins and then package it up for refund 🙂

[Frustratedddd]

That is the reason I told you to search, as I have written this time and time again, I get BORED repeating myself.

OK, let's just get another thing VERY clear here, and again I have stated this Many Many Many times!!

Depending how old your thermostat is, here in the UK we have consumer law, do NOT even talk to Google if you have purchased the thermostat from a shop/supplier or had it installed by a profesional.

Just to save me reading, how old is your thermostat, and who supplied and installed?

[Franks5K]

Hey, you ask me to search but you won't read my full thread? 😄

I get you're trying to help, but when people need help, they want answers, not links to thread that come to no conclusion. I'm appreciative of your advice, so please don't take that to heart!

I've had the stat for 3 months. It failed with the WiFi chip issue which I've since learnt is very common. The installer said Google need to replace it. On receiving the replacement it should have been a straight forward affair to pair it and it's turned into a 3 day nightmare of sifting support tickets, emails, threads on here and reddit and now I've learnt I have to manually wire it up to get access to reset options that are not available when in wireless only mode. I'm going to revise Googles generic step by step guide and repost it here once I get it working. That will concisely help others who come across this in the future. 

[Frustratedddd]

I read the 3 months, I wanted to confirm the actual age of the thermostat.

The reason for a link is 99% of people don’t want to make an effort, and I have not got the time to keep repeating myself! My other point was, check my posts NOT just that one.

The first incorrect information you have been told by the installer is it’s Googles responsibility. That it certainly is NOT!  The responsibility is ONLY down to the retailer/installer. Your case it’s the installer if they supplied. The issue you have, when you purchased the stat from the installer, consumer law covers you for at least 5 years. Now you have swapped with Google I expect you will have nought! Your installer now has every right to remove all responsibility of the thermostat, as it’s NOT the one they supplied. Yet again this has been mention on here time and time again! Just look up the law for everything you buy!

You might well decide to revise Googles step by step, but sadly like yourself people will not search the forum.

Like I say, read my posts that will update you I’m not a Google fan, but more importantly the amount of times I have told people how to fix their thermostats, and they still cannot search.