Doesn’t work

[BC56]

I’m trying to install a new nest thermostat. My older one works fine.  This one is junk.  Tried every google help routine, nothing works.

followed instructions on install.  Everything seemed fine but wouldn’t connect.   Since then locked in “continue setup in Google home app”, nothing changes that. Removing batteties, tried to delete home in the app to reset, won’t do that either, trouble reaching the cloud.

all my other wifi  and blue toothe connections work. I thought i was buying quality when I ordered this - never again 

[Eztoth]

It sounds like you may have received a defective unit.

I would recommend returning your unit and getting a new one. Setting up a properly working unit is easier than any of the troubleshooting steps you've already taken.

[Patrick_Caezza]

@BC56 

Can you post a picture of the original thermostat's wiring?

[BC56]

with the help of google customer service, I was able to reinstall the thermostat and it is working.   However, now I have questions about apps.  I have been using the nest app for an older nest thermostat installed at another house. I installed the Google home app for the new thermostat installed at the second home.  I added both homes to the Google home app which seems to have also been automatically added to the nest app.

should I now delete the nest app?  I also noticed that the home and away doesn’t seem to work properly after being set up on the new one.

can you give me some direction on how to properly use these apps?

[Jenelyn_O]

Hi there,

Thanks for reaching out. I'm glad that the first issue is now resolved. Aside from your Nest Thermostats, do you also have other Nest products on your Nest app? It will be fine to use the Google Home app and uninstall the Nest app as long as all of your thermostats are visible and working in the Google Home app. 

Home/Away Assist uses both Nest product sensor data and your phone location to decide when you’ve left the house and when you’ve come back. I suggest checking your home's location settings:

1. In the Nest app, go to Settings > Home Info > Address.
2. Edit the address if needed. Then select Next.
3. If the pin location is off on the next screen, please drag the map to move the pin to the correct location.

I appreciate your help, @Eztoth, and @Patrick_Caezza.

Best,

Jenelyn

[EmersonB]

Hello everyone,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Thermostat? We would appreciate it if you could share the information we're asking above. Also, were you able to perform the steps we're suggesting? We'd be glad to hear from you.

I appreciate the help, Patrick_Caezza and Jenelyn.
 
Regards,
Emerson

[BC56]

The thermostat is working.  I deleted my Nest app since Google home was communicating with both thermostats.  But I doesn’t seem that home & away presence sensing is working on the néw thermostat.

 Im still playing with it to make sure all the settings are properly set.  Any ideas on things to check?

[zoeuvre]

Hi there,

Thanks for stopping by Emerson, Jenelyn, Patrick_Caezza, and @Eztoth. 

@BC56, since your newly installed Nest Thermostat 2020 is added on the Google Home app, can you follow the steps in this article about the Home & Away feature? 

Let us know if that helps.

Best, 

Zoe

[zoeuvre]

Hi BC56,

I wanted to check and see if you managed to see the information I shared. Please let me know if you have any questions from here. I would be happy to assist and make sure you are good to go.

Thanks,

Zoe

[zoeuvre]

Hi there, 

We haven’t heard from you so, I'll go ahead and lock this thread within 24 hours. If you run into any more issues in the future, please feel free to create a new thread.

Regards, 

Zoe