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3rd gen thermostat won’t connect to heatlink or wifi

Roseyp
Community Member

‎10-05-2023 11:05 PM

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Hi all

got a 3rd gen thermostat that has gone bad.  I have done a reset of the thermostat and heatlink and now I cannot get them to connect.  I am going through initial set up and get as far as equipment and then get the h71 error.  Also the thermostat can’t see any wifi network. I’m at a loss and don’t know what else to try 

so far, thermostat hard reset, heatlink hard reset ( has blue flashing led waiting to pair) but nothing 

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5 REPLIES 5

Eean
Community Member

‎10-06-2023 02:22 AM

I'm having the exact same problem! We recently set up a google nest wifi pro, and every other google product we have has connected fine. I also did a reset on the device and now it wont connect to the wifi or heatlink. Incase you haven't tried already, even entering the wifi network details manually doesn't work.

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Roseyp
Community Member
In response to Eean

‎10-06-2023 03:06 AM

Ewan, yes mate, exactly the same issue. Can’t see any network and even when I enter the SSID, makes no difference.  I honesty think the wifi / rf chip is faulty as can’t see the heatlink or any wifi network. 
Thanks for reply 👍

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Hotdamazon
Community Member

‎10-06-2023 05:49 AM

I am having the same issue with my 3rd gen thermostat, and Google nest speaker and doorbell still work just fine. It had been connected to the same home T-mobile wifi for months and the thermostat disconnected overnight a couple of days ago and has been unable to re-connect. I even spent an hour on the phone with the help desk only to be told it was a security issue with my wifi. I don't understand how if it's a security issue, why my other Google devices are still connected and work like they are supposed to. Prior to this, I had 3 Google temp sensors that disconnected from the thermostat a couple of months ago and I have been unable to get them to connect to the thermostat as well. I'm at a loss, since for my wifi, I can only change the frequency band (I have it set on 2.4 GHz), the WPA version (I have it set on WPA2/WPA3), and the only choice I have to select from for WPA encryption mode is AES. There are no other settings I can change on my internet gateway. My network is not hidden, and my thermostat is still unable to locate ANY local networks even after a reset.

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Roseyp
Community Member
In response to Hotdamazon

‎10-06-2023 06:02 AM

My thermostat can’t even see the heatlink anymore aswell as mot seeing any wifi network 

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Roseyp
Community Member

‎10-07-2023 01:38 AM

So contacted Google support yesterday. Went through a lot of resets etc, eventually the heatlink and thermostat connected (manual input of code as the thermostat had a different one on default settings). This got the system working.  However tje thermostat still cannot see any wifi network.  Google customer support are sending a new thermostat out as a replacement.  Can’t fault the service from them.  So hopefully in the next day or so I will have a funtional system again 

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