Can't get thermostat e to link to heat link

[MarkBiggs]

Hi. I am unable to get the heat link to connect to the thermostat. I just keep getting error code TH013. I have tried resetting the heat link and the thermostat but just keep getting the same error. This is the second thermostat I have had and it was the same with the previous one which I returned as faulty. Please help it's driving me nuts.

[Frustratedddd]

One method that might work is, only connect to 2.4GHz on the wifi, do not connect to 5GHz.

Make sure you do not give the thermostat an option to connect to the 5GHz.

[MarkBiggs]

I have manually split my WiFi to 2.4 and 5Ghz. If I'm correct in thinking the thermostat will connect to the signal my phone is on when setting up. If this is the case then it is set to 2.4Ghz.

[Frustratedddd]

Easy way to check, look at the display Network settings, not the phone.

That will give you the correct Network you are connected to.

[MarkBiggs]

That's the issue I have, I can't access the thermostat display. It's just permanently stuck on a picture of a house outlined with a rectangle. The thermostat doesn't actually allow me to do anything with it, everything I'm doing is through the nest app set-up. Sorry if this is confusing but it's hard to describe over chat.

[AnaM]

Hey @MarkBiggs,

I'm sorry to hear about your issue, but I'd like to help you out. Can you please tell me what type of thermostat you have?

Also, please try the following steps and after each one try to pair the thermostat again:

• Quit and restart the Nest or Google Home app.
• Restart phone or tablet. 
• Make sure the assisting product is awake and it is within pairing distance(max. 2 to 3 meters).
• Put the mobile device on airplane mode, then enable Bluetooth and Wi-Fi.
• Try a different mobile device. 
• Restart the network equipment (router, extender, or modem).
• Test with a mobile hotspot.
• Create a new home structure on your app and try to add the thermostat there.
• Add it by selecting 'Continue without scanning' instead of using the QR Code.

Let me know if any of these steps helped.

[MarkBiggs]

Hi. It's a Nest thermostat E. Thanks for the help but unfortunately still no luck. I'm going to return it and go for a different device. It's a shame as all my other Google items work perfectly.

[AlexD]

I am sorry to hear that. If you wish to try some more troubleshooting steps me and everyone here would be happy to try and assist you further. Also if you have any other questions or anything else comes up, feel free to reach out to us on any of our support channels.