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Can’t connect to Heat Link

apdf
Community Member

I posted here a couple of weeks ago when a thermostat would no longer connect to WiFi. (https://www.googlenestcommunity.com/t5/Nest-Thermostats/Can-t-find-WiFi/m-p/300029/emcs_t/S2h8ZW1haW...)

 

Google sent a replacement 3rd Gen thermostat (which I paid for pending return of the old one). 
this connects to WiFi, but will not connect to the Heat Link. It is the Upstairs zone, and the other identical thermostat and Heat Link for Downstairs continues to work fine. 
I have been through troubleshooting with Google support. Reset Heat Link, reset thermostat etc, round and round, but the replacement thermostat simply won’t connect to the Heat Link (it just continues to pulse blue LED). 
Now Google want us to uninstall the heat link and return it with the (replacement) thermostat, and only then will they send replacements for both the thermostat and Heat Link. Apart from the cost of the uninstallation and reinstallation, this also leaves no heating upstairs for elderly during the winter, and given the original problem was a “known fault” with some units, and we are under warranty, this seems totally unreasonable. I simply want a Nest Pro to attend to address this. 

3 REPLIES 3

AlexD
Community Specialist
Community Specialist

Hi @alirob. Thank you for sharing your experience and sorry to hear you are facing difficulties with your replacement. Would you be able to provide me with a case number from your interaction with my colleagues? I can have a look at the case to see all that you have done together, sounds like you have been through a lot of troubleshooting.

 

As for the Nest Pro installers, they are installers that are trained on our devices but are not employed by us. They are independent installers so they can't be sent out by the support teams. Once has to get in touch with one in their area, if available, and arrange a visit with them, including the cost. 

Vladut
Community Specialist
Community Specialist

Hi there, just checking in with you. Did you manage to check the last message?

AlexD
Community Specialist
Community Specialist

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. Thanks, AlexD.