Can not connect heatlink with thermostat in the app

[Ladyg]

Having huge issues setting up the nest e thermostat and heat link.

Can install the thermostat and the heat link in the app but then every time the process gets to linking the thermostat with the heatlinke the process hands in the app and will go no further.  It’s driving me insane. Please help ?

[Paul_R]

Hi there! I'm sorry to hear that you encountered this issue, but I'm here to help. Could you please tell me what do you exactly mean by "it hands in the app"? It gives you an error or the app stops working?

[Ladyg]

The app just freezes at this point everytime

[Paul_R]

I see, thanks for the clarification. Have you tried uninstalling and installing the Nest App and factory resetting the thermostat? To factory reset the thermostat you'll have to press the thermostat display as follows: press and release, press and release again, and press and hold until the screen of the thermostat goes blank. Afterwards you have to wait for it to come back on and start the pairing process from the beginning.

[Ladyg]

Yes I have tried both of these solutions over 20 times and they do not work

[Paul_R]

Before freezing, does the app show any kind of errors?

[Ladyg]

No no error messages it just freezes at the same point everytime.  I have even done the following: 1. had another person install the App on their phone and try to set up - same issue.  2. Changed the wifi network and tried and get the same issue.  It just seems there is no communication from the thermostat to connect to the heatlink E

[Paul_R]

I see, thanks for all the details. When trying to pair the thermostat to the Heat Link, what is the status of the lights of the Heat Link?

[Ladyg]

I have tried with the light blue and the three wavey lines blank or green - neither work

[Paul_R]

Thanks! Could you please send me a screen recording of the issue?

[Ladyg]

I'm sorry I don't understand what you mean - what is a screen recording?

[Paul_R]

A screen recording it literally a recording of your screen, and we'd need to see the process of how the app freezes. There are apps for this, or you can take a video with another phone.

[Ladyg]

I'm sorry this is not possible, I don't know how to do this and it takes about 10 minutes to get to the point where the app freezes.  Its not feasible to send you a video

[Paul_R]

I'm sorry, but I would need a video in order to go to my senior colleagues with it and see where we can proceed from there.

[Ladyg]

This is ridiculous - The thermostats (I have 2 as I bought a second as I thought it was faulty (the other one is worse - it doesn't even power on) are at my holiday lodge.  I will not be back there for 2 weeks.

This is a major issue both thermostats are not fit for purpose and need to be returned under the warranty.  I am not stupid and have 2 nest Thermostats in my main home that work just fine and I have never had any issues with.  Please just send me instructions of how to return these for a refund.  I have spent weeks of time and arranged for a fitter to come on 2 separate occasions and had to cancel as these just wont work.  I want my money back.

[Paul_R]

I've sent you an email, please complete the form and give us a message here when it is done. This is in order for me to create a case in our system and see what we can do regarding to your request.

[Ladyg]

I have not received a form to complete

[Paul_R]

I sent it to the email address that is connected to your Community profile.

[Ladyg]

Hi Paul, I have received the email and completed the form. thanks

[Paul_R]

Thanks, I found it. It seems that the serial number is not valid, as for the thermostat E it usually starts with 15. Please send it to me again as a reply to the email that I just sent, and don't post it here as it is a public thread.

[Paul_R]

Thanks, I received the pictures. Upon checking the serial number it shows that it was bought from a 3rd party retailer and we cannot process refunds for devices that were not bought from the Google Store. I would recommend getting in touch with the retailer that you purchased the thermostat from, regarding the refund and return of the product to them. As for the refund of the installation, we market the Thermostat E as a Do It Yourself (DIY) installation product, and we cannot process any reimbursements for any installation or work that was not asked for by us.

[UanaC]

Hello there! Just checking in with you. Did you see my colleague's previous message?

[LarisaL]

Hey there, we 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. 

[Ladyg]

The app just freezes at this point everytime