Error code E4

[ianbud6]

Sorry - this has probably been covered many times.....

I brought my house a year ago now and had a complete new heating system put in (removing the old back boiler system and replacing with a new combi boiler and rads).  A year on, and the nest thermostat that was supplied with the boiler has been put on. Its saying no power to Rh wire and an e4 error code.

This has been checked and there is power at the base unit, showing 12v (checked by my engineer)

I see a lot of posts saying about 24v to 30v needed, but my engineer states that 12v should be sufficient as the usb charging cable would only be 5v.

Has anyone had this issue before and any suggestions please?

Thanks in advance.

[GabrielaG]

Hi @ianbud6,

Thank you for reaching out to the Google Nest Community. I'm sorry to hear you're running into an issue with your Nest Thermostat and the E4 error code ("no power to Rh"). I appreciate you've already investigated your system's power compatibility and confirmed the 12V with your engineer. I'm ready to help you troubleshoot and resolve this.

To determine the most effective troubleshooting plan, could you please provide the following details?

• What Nest thermostat model do you have?
• Any recent power outages or power issues?
• Where did you install your thermostat? (in a room and on a wall or stand)
• Where are you located?

I look forward to your response so we can get this resolved.

Regards,

Gabriela 

[ianbud6]

Hi @GabrielaG 

No power outages, but It's a brand new Nest learning thermostat generation 3 (t3028gb) which was supplied with my new Vailant combi boiler was fitted last August, but has sat in its box until i fitted it to the wall in the hallway last week.

It hasn't been used. Charges and asks to be placed on the base. Put it on the bas and it says that 'no power to Rh wire detected' Learn more at nest.com/e4 which is no help.

We are located in the South East (Kent)

Many thanks

Ian 

[GabrielaG]

Hi @ianbud6,

Thank you for your reply. I appreciate you taking the time to respond with that information. I'm ready to help you with the next steps.

To move forward, please provide two things:

• Where did you purchase the Nest Thermostat?
• Can you please send photos of the thermostat and the base?

I look forward to your response.

Regards,

Gabriela

[ianbud6]

Good morning @GabrielaG 

@the thermostat was part of my new combi boiler install by Gaslec Kent Ltd. I have no idea how to post photos. Once I work out how to do that I will. 
many thanks. 
ian

[ianbud6]

[ianbud6]

@GabrielaG Photos added - Much easier to do on a computer than it is on a phone 🙂

Hope that helps. Let me know if you need any further information. Many thanks. Ian

[GabrielaG]

Hi @ianbud6,

Thanks for the quick reply. I appreciate you taking the time to share the information, and I'm glad to continue assisting you.

Based on the pictures you provided, this could be an issue with either the Nest Thermostat backplate or your overall system. For your security and the safety of the combi boiler, I recommend contacting a qualified technician to help you determine the best troubleshooting.

Feel free to keep posting if you have more questions.

Regards,

Gabriela

[ianbud6]

@GabrielaG @The boiler system and nest are both brand new. Installed last August. I have only just installed the thermostat onto the base (which was already on the wall. My engineer said maybe the back plate but the phone support isn’t available and they do not reply to my Facebook messages. Maybe I should opt for another system as google appear to be dropping the nest system which is highly frustrating seeing as it’s never been used. With two small children and a now cold house, it may be an uneconomical trial and error buying another base or display. Thanks for your help though. Kind regards. Ian

[GabrielaG]

Hi @ianbud6,

Thanks for the quick reply. I can certainly understand your frustration that your new system isn't working right out of the box with the Nest Learning Thermostat (3rd gen). I'd be glad to share more information.

After reviewing the error message you received with your Nest Thermostat, it appears to be a North American model. These thermostats are designed for different voltage and wiring requirements, which are standard for the heating and cooling systems (HVAC) common across North America. This difference is likely what's causing the compatibility issue with your current setup.

I understand that the Nest Thermostat was supplied with the boiler. In this specific situation, the best course of action is to contact the boiler manufacturer directly to confirm they can provide you with the correct Nest Thermostat model designed for UK systems.

Regards,

Gabriela

[ianbud6]

@GabrielaG  Not sure how you come to that conclusion. The base on the north American version is completely different! This is the correct UK version supplied by Amazon UK.

Does anyone have a contact number for google nest support that actually works please?

[GabrielaG]

Hi @ianbud6,

Thank you for getting back to me so quickly. I completely understand your concern about the Nest Thermostat model display and the issue with the base on your UK system. It must be frustrating to find that the Nest Support phone number isn't working when you're trying to reach them. I'm ready to provide you with more information.

To make sure we fully understand and address this issue, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Regards,

Gabriela