Faulty thermostat

[PeteR6522WA]

Hello is anyone having issues like us. We have a gen 3 thermostat (we are wireless and use the stand) that had a battery fault. Google have sent out a replacement ‘stat under warranty. This would not link to the hat link pad. Google arranged for a BOXT engineer to call out to replace the heat link. He fitted 2 new ones and neither would “talk to the new ‘stat sent out by Google. He told us to contact Google support for a complete package (gen 3’stat & heat link pad) that were compatible. Google customer service won’t do this until the old original faulty ‘stat is returned. This has been delivered to the Google facility in Poland today as per the DHL tracking app. We’ve spoken to numerous call handlers to arrange for the swap out but feel like we’re being fobbed off as we get a different answer/excuse each time we contact Google to chase this up. To add insult to injury we’ve now had £139 charged to our credit card for the replacement ‘stat that still doesn’t get our heating to work. 

[LarisaL]

Hi there, thanks for reaching out! I'm so sorry for the inconvenience this might have caused. Could you please provide me with a case number from the interaction with my colleagues from live support? Also could you tell me how many lights you see now on the Heat Link and what's the color of them? And on the thermostat display, do you see any messages or error codes? 

As for the charge, don't worry, once the package arrives at the warehouse and is inventoried by our colleagues, you'll be reimbursed. 

[PeteR6522WA]

Hello thanks for reaching out to us. Sorry but my wife is at work at the moment so I don’t have the case numbers to hand. However the heat link pad has a single flashing blue light and the thermostat has error code H71. We have spent many hours with the thermostat and heat link next to each other. We’ve tried every workaround on YouTube, tried to re pair, tried to start the thermostat from factory settings all to no avail. Our WiFi router is still in the same place when all was working. Every thing had worked perfectly for over a year since our new central heating boiler was installed and paired to the nest. All our issues started when the battery gave up even though it has always been plugged in to the mains electric. 

[LarisaL]

I see, thank you for the details. In this case, when you have the case number, please let me know. In the meantime, please try the steps below:

Turn off the WiFi router.
1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue. Even if the Heat Link is now slowly pulsing blue.
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds, until it turns back on. 
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen. 
5. Go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link, but DO NOT connect just yet. Since you mentioned the Heat Link was replaced, please take the cover off and on the left half, near the screw, you can find the 6 digit code. Enter that on the display, but DON'T press connect yet.
6. Restart the Heat Link twice (1 restart is a 10 seconds press, until the LED goes off once). 
7. Press connect on the display.

[PeteR6522WA]

1. Hello thanks again for your reply. Certainly intend to give this a try. However can you confirm when to restart the wi-fi router. Apologies if my question seems a little naive. 
   thanks again. 

[TudorL]

No worries at all. It's best to have the Wi-Fi router turned off before you start the troubleshooting, so that it may reduce a big deal of the interference while pairing. 

[PeteR6522WA]

Hello. Sorry to say that I’ve tried the above workaround multiple times and still the Gen 3 thermostat that was replaced under warranty is still not connecting to the heat-link pad that was also replaced by the Google approved BOXT engineer. It does appear that the only way forward as suggested by the BOXT engineer is for both items to be replaced so hopefully they will be compatible. As requested please see 1 of the case numbers 1-5066000035199. I look forward to a response. 

[LarisaL]

Just to make sure I understand correctly, your Heat Link was replaced by BOXT, then you contacted us on live support because the Heat Link and the display won't connect and then you sent the Heat Link from BOXT to us to receive a full unit?

[PeteR6522WA]

Hello. No we haven’t returned the heat link pad because this would leave us without any heating or hot water. I’m still able to fire the boiler up manually via the heat link pad at the moment. All we have returned so far is the faulty gen 3 thermostat (my wife has received an email today advising that the thermostat has been received in your facility in Poland) so hopefully we should receive the refund for the peplacement thermostat very soon.  No we are now waiting for a complete system, thermostat and heat link pad as per the BOXT engineer as he has advised this is the only way to guarantee that the units will be compatible. One of your colleagues called Sergio (case no. 1-5066000035199) did advise that he would action the request for a replacement thermostat & heat link pad once the thermostat had been received. My wife has sent 6 emails requesting an update and we are still waiting to hear from Google Customer Support. 

[AlexD]

Thank you for all the information and case number provided. I just checked on the case and it seems our colleague is working on it with our colleagues from order management, I am sure you will hear an update from them soon. 

They marked your unit as received at the warehouse, you should have gotten an email about it yesterday. 

[PeteR6522WA]

Hope so. It’s a little bit cold in our attic when I’m up there switching the heating in and off. And it’s annoying as we’re obviously using more energy/money as the heating is either on or off.