Cant conenct to thermostate

[lostmarine]

Hello, I am looking for some guidance. I hope you can come up with some ideas for me.

I have a new thermostat, and with it powered, I only see this house logo—nothing else. I have gone through plenty of Google troubleshooting guides, but nothing gets me past the only screen I have seen to date, which is, as mentioned, the house icon.

Thoughts on what to try?
I have tried;
Three different wifi networks (one using a 'Three mobile' SIM in a router, one using Nest mesh wifi, one using mobile phone tethering)
With or without aeroplane mode, Bluetooth and Wi-Fi are enabled.
A new Nest account
Using a new email address
Two different mobile phones (although both Android)
I moved closer to the router and thermostat
I tried holding down the thermostat for 3 seconds, 10 seconds, 30 seconds, and 60+ seconds.
All of the above attached and de-detached from its base.
Let the device run dry of battery power and re-charge, tried the above again.
Probably tried a lot more than the above.

Many Thanks.

[RosieT]

Hi may I suggest contacting Google Support.  I received this suggestions from another user:  (they will call you - so be near your device).  Good Luck!

Unfortunately, Google Nest does not have a published Support phone number.  To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[lostmarine]

Thank you, I will do that.

[lostmarine]

Just to update. I used the link provided above to contact Google, and they called me back in less than a minute and arranged for me to have the product returned and replaced.

Thank you,

[jhonwills72]

Sorry to hear about your connectivity issue with the thermostat. Have you tried troubleshooting steps like resetting the device or checking the Wi-Fi connection or Gta 5 tracker founder. Hopefully, we can find a solution together.

[lostmarine]

Here's another update: Google arranged for me to return the product, and since then, they have sent me a new replacement. I am very happy with their service on this.