Factory Reset stalled - Devise does not recognize batteries after C wire connected

[LaurieInHB]

I paid someone to install the C wire to get rid of the constant messages and emails about it not getting enough power.

Now all I get are messages about low batteries.

Batteries are brand new and verified as correct by a team member. 

I tried to do a factory reset, hoping that would help the device recognize the C wire. But I'm getting a message that I have to install new batteries before continuing. They are NEW batteries. I'm at a stand-still and my furnace won't turn on. WTF?

If I have to pay AGAIN for someone to do something with this, I am getting them to uninstall this one and will write a SCATHING review. Nothing but trouble since day 1. Boo Google Nest.

[Guarcax]

Hi @LaurieInHB!

Thanks for posting in the community.
I’m sorry for the inconveniences that you’ve been having with your Nest thermostat after installing a C wire. I can see that you were receiving several messages from the thermostat about not getting enough power. You installed a C wire, and just after that, the thermostat stopped detecting the batteries even though you are constantly putting in new batteries. No worries, help is here.

To further assist you, I need some extra information. Here are a couple of questions for you:

• Are you using the recommended AAA 1.5V alkaline batteries?
• Is the C wire properly inserted on the base?
• Have you tried removing the C wire and testing the display with the new batteries?

I will be waiting for your response.

Regards,

Daniel.

[LaurieInHB]

Thanks, Daniel:

- Yes, I am using the recommended batteries. In an earlier chat, I emailed the rep a photo and she confirmed they were correct. 

-Yes, the C wire is properly inserted. I checked all of them just in case.

-I've not gone through the process of removing the C wire and testing batteries because the system said I had to install new batteries before it would reboot. 

After the factory reset, I was only able to get so far before everything stopped. The batteries are new. I tried other new batteries from a different brand. The system still does not recognize them.

On another attempt, the battery alert was gone and the system read to use the Home App - which I did. I got a few steps in and it told me I had to use the Nest app. In the Nest app, I was told to use the Home app.

On the next attempt, I could not get back to set up again.

Eventually, I was back to the battery issue.

[Guarcax]

Hi @LaurieInHB!

Thanks for your reply and for all that information shared. I can see that you have already followed the steps and check that using the correct batteries but still getting the same message. In order to receive further assistance, please fill out this form with all the necessary information, like the thread title or link and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Keep me posted.

Best regards,

Daniel.