App says heating is off but it’s on 24/7!!

[Riachalder]

Hi There,

Currently away on holiday and my Nest app says the heating has not been on for two days, but it has been on 24/7 according to the people staying in our house. Current temp is 21degrees according to app and it is freezing outside. Can anyone help me figure out what’s going on? Hate this product!! 

App is up to date and I’ve tried deleting and reinstalling the thermostat via the app

 

  

[GrammaGully]

I’m having the exact same issue! It’s currently been -20C and we are away. It says we have been offline but it’s exactly when we left our home wifi. We are at a cabin with no internet, only on our cell plan. Housesitter assures me the heat is in. It displays orange and temp we set. We are not on the learning function. We prefer to set our own schedules for safety and situations like this! I bought this for the security of knowing our furnace is on while we are away! Dislike this Nest App as it’s useless unless we are home. 

[Frustratedddd]

Does your system have the Heat Link in the UK?

[GrammaGully]

I’m in Canada. We are heading home now. I’m not familiar with HeatLink but it could be. 

[Frustratedddd]

Cross wires there I'm afraid, as I was replying to Riachalder

Your Nest does not have a Heat Link in Canada.

The trouble with this forum, it does not seperate UK/Europe from USA/Canada etc. People do not say I'm from Canada for example, hence replies do not get answered, as sometimes hard to understand the correct Nest model.

I have tried to explain this to the Google Mods, but still no further forward!

[Riachalder]

Hey thanks for your reply. Yes it does. But it’s all been working ok (ish!) until now

[Frustratedddd]

Does the Heat Link have 3 lights on by any chance, when you say the heatings on 24/7?

[AlexD]

Thanks for reaching out here @Riachalder and @GrammaGully . I would be happy to try and assist. 

If you tap on the days where it states, no usage, to get the expanded view, does it still show no usage at all or do some readings come up? 

You can always see the live status of the thermostat, the set and ambient temperature, by accessing the thermostat page in the Nest app. 

Thank you for all the input @Frustratedddd , always appreciated. 

[Riachalder]

@AlexD yep still shows no usage (see below). Currently 4am and heating not set to come on at all today and it’s on full blast with the house very hot, yet app says it’s not on. Arghh!! 

[GrammaGully]

My issue is resolved, I’m in Canada and do not have the HeatLink issue like the person in UK. Mine “offline” due to me turning off power bar to TV where Router Modem for home internet was connected. 

[Riachalder]

@Frustratedddd @Yes we do 

[Frustratedddd]

Looks like that could be your trouble then, as your running in constant 24hr mode!!!

Press the Heat Link button and the lights will go to one light. you will then not be running in override! 
You will hear the contacts click, and if anything is running will make it stop!!

Then go to your display, look at the temperature. Turn the dial to call for heat, and you should hear the contacts in the Hear Link click in, and the pump/boiler turn on. Return to display and then set to desired temperature, and the Heat Link should click again, and the boiler/pump turn off.

User error I think, as it sounds like you have been running in constant mode, and that overrides your display, and relies on the boiler thermostat!!!!

[UanaC]

Hello there @Riachalder ! Just checking, did turning off the Manual Mode solve your issue?

[Riachalder]

@UanaC Hi, sorry I’m unsure what you mean re: turning off manual mode? Could you explain. Thanks 

[Riachalder]

@Frustratedddd @There’s only only light on the Heatlink though? My above reply was saying yes to having a Heatlink, not to having 3 lights on. 

[Frustratedddd]

The reason for the confusion here, is people are not posting following the reply!

Your reply saying yes comes up after my suggestion. I'm on a PC, not a phone.

Doesn't help when other users jump in rather than starting their own thread.

OK, what you are saying is - the heating is STILL working 24/7 when just one light is on the Heat link?

You are saying the display does NOTHING, even by turning down to say 9, the heat is still on 24/7?

The comment about manual mode.... we assumed you had 3 lights on the Heat Link, that means manual mode.

The only thing I can suggest is to test the Heat link is working correctly and test the contacts. Do you have anything to test with, ie a neon screwdriver or better?

[Riachalder]

@Frustratedddd @Yes that is all correct! No I don’t have anything to test it with. Sounds like it is defective then? Any idea how I go about getting Google to refund me for this useless piece of kit? My bills have been through the roof since having this .Do they refund the installation costs also? Amazed they have not been taken to Trading Standards over this product as there are thousands of complaints online about its issues 

[Frustratedddd]

Before you go to far, get the installer back and tell them it's not working right.

They can then confirm the thermostat is faulty for you.

You mention, thousands of complaints about the thermostat online. You have to make note, many of these thermostats have been fitted by Mr DIY, and the install can be complicated at times, Mr DIY could well struggle. I have replaced many themostats, where Mr DIY has connected 240v direct to the display, and you may know it's only  12v display, they don't last very long WITH 240V up them!!!! Even a simple install on a Combi boiler can be an issue at times.

[OannaCG]

Hi there @Riachalder ! Sorry to hear that you encountered issues with your thermostat. From what I can see, my colleagues are handling your case. Please let me know if there's anything else I can assist you with, besides that.

[Paul_R]

Hi there, just checking in with you. Have you seen the last message my colleague sent?

[UanaC]

Hey 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. 

[GrammaGully]

Ok, I’ve since discovered my cause of offline…

[GrammaGully]

Duh me, I just realized we turned off the power bar that the internet router is on that broadcasts our wifi! The Nest thermostat is still functioning as a regular thermostat  thank goodness! Will turn that on when I get home and I’m positive that’s the trouble.