Cannot connect thermostat to app.

[Bri55]

Thermostat connected to heat link ok . Everything worked for first 3months . 
Now will not connect to the app. Tried all troubleshooting ideas . No luck .

unable to speak to anyone at google or amazon , where I purchased it.

Anyone help?

[gmelanymelissa]

Hi @Bri55,

Thanks for posting here in the community. I'm sorry to hear you cannot connect your Nest Thermostat to the app. Help's here!

To better understand the situation, I'd like to ask a few questions:

• What kind of Nest Thermostat do you have?
• What type of error message did you get?
• Is your Nest Thermostat connected to a WI-FI Network?
• Are you using the Google Home app or Nest app?
• Can you control your Nest thermostat manually?

In the meantime, let's check this tip: 

• Check WI-FI Network: Ensure your WI-FI network is stable and strong. Try moving the Nest thermostat closer to your router for a better signal. Also, your phone and Nest thermostat need to be connected to the same WI-FI Network. 

Keep me posted.

Best regards, 

Melany

[Bri55]

Hi Melany,

Google next learning thermostat gen 3 .

Error W5 code . Sits close to router .

I can control from thermostat. Also it connects to the heat link no problem.

I use the nest app. 

System worked using phone app for the first 2 to 3 months . Now it will not connect to the phone app.

Connection to phone and other devices all good. Same network (Vodafone)

Regards,

Brian.

[gmelanymelissa]

Hi there!

Thanks for the follow-up information. I appreciate your efforts so far.

Have a look at this guide: 

• Restart your Nest thermostat: Once your thermostat boots up you can continue to use it as before. Refer to this article: Troubleshoot a Nest thermostat w5 code.
• Power readings: Check the power readings by going to Settings > Technical Info > Power on your Nest Learning thermostat and provide me with the VOC, VIN, and IIN values.

Let me know how it goes.

Regards,

Melany

[Bri55]

Hi Melany ,

sorry for the delay in getting back to you.

I have been away .

The readings are as follows:  Vusb 5.09v

                                                        Vin 0.00v

                                                         Iin 200mA(c)

hope this helps,

regards,

Brian.

[gmelanymelissa]

Hi there!

Thanks for the information.

My team would like to learn more about this behavior. When you get a chance, please fill out this form and let me know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Best regards, 
Melany

[gmelanymelissa]

Hi again!

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

To help us assist you better, please include the link to your Community thread and your Community username.
 

Keep me posted.

Regards,
Melany