cancel
Showing results for 
Search instead for 
Did you mean: 

Failed to connect and google failing to help

Mtr123
Community Member

I’m really struggling with Google’s customer service with my nest system. 

it was installed around 14 months ago and about 2 months ago the heat link broke. Google sent a replacement which is linked up and working fine but the thermostat won’t connect. Ive got a blue flashing light. I’ve relocated the heat link away from any pipes (even though it had worked for 12 months in its position, google said that might be the issue and now haven’t responded for 5 days)

 

Im still getting the h71 fault. Ive reset the pairing to the new heat link. Tried resetting everything. What else can I do?

 

Any help appreciated as it’s just started snowing and it’s getting cold 😂 

6 REPLIES 6

Frustratedddd
Community Member

Just to confirm, as it looks like your not getting much help here!

The new heat link still has a blue light or you have managed to pair to the new heat link using the entry key from the new heat link? When paired you will get the steady green light. When paired and the green light is on, press the button on the heat link, does the boiler come on?

Assuming you have paired correctly try a factory reset, as that usually gets rid of the gremlins.

CristianC
Community Specialist
Community Specialist

Hey @Mtr123. Let's try these steps:

1. Bring the display and base closer to the Heat Link and make sure the boiler is not in between the Heat Link and thermostat - only if possible.
2. Turn off the router and other WiFi or Bluetooth devices ( router, speakers, cordless phones, baby monitor, etc. ).
3. Select Replace Heat Link.
4. Enter the entry key ( do not confirm it yet ) — you can find it at the bottom side of the Heat Link, near the screw.
5. Restart the Heat Link twice by pressing on the Nest button for 30 seconds each time.
6. Confirm entry key.

Let us know how it goes.

Mtr123
Community Member

Thanks for your reply @CristianC ive tried the steps you suggested and I still have the blue pulsing light on the heat link but the thermostat says “failed to wirelessly connect” when I attempt to replace the heat link. 

is it not connected via wifi? How does it connect if the router is off?

 

thanks again for trying to help

CristianC
Community Specialist
Community Specialist

Hello again. It does not connect through Wi-Fi, but rather Nest Weave. Think of it like a technology similar to Bluetooth. Was the thermostat on its base while you tried the steps? Also, how is it powered? You can pull off the display and check the base to see if you have a USB cable or 2 low voltage wires. 

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. Do you need any further assistance?

 

If so, make sure to let me know. 

AlexD
Community Specialist
Community Specialist

 

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.