Google/nest learning thermostat

[71]

The display is stopped being responsive. It is erratic and often doesn't respond to the action chosen. 

I contacted Nest help line and they said the face had to be replaced and it wasn't covered by warranty (18months old!)

I purchased a new leaning thermostat with a remote sensor but when I try to attach it to the base plate I cannot get it to find my network or the Nest App.

Can you please direct me to directions on how to replace the display. The only physical difference is the new one has a black ring rather than a copper one. The base plate is the same and the connection pins are identical. 

[Jake]

Hey 71,

My apologies for the late response. I wanted to reach out and see if you are still in need of any help? Please let me know, as I would be more than happy to look into the issue further for you.

Best regards,

Jake

[71]

Yes I still need assistance. Can I remove the ring/face part of the one that is not responding and replace it with the ring/face of the new unit on the original base plate.  Once I do how do I program it and load it on the app?

[Jake]

Hey 71,

Glad to be of help. As long as the thermostat base is from the same model, generation, and country/region as the thermostat display, you can swap bases and displays. The article here, will provide you with more details on interchangeable parts. Do you mind me asking if you have tried factory resetting the device? There is a chance that could fix the issue. Please let me know if that worked out.

Best regards,

Jake

[71]

Oh my gosh; I just deleted my response! AGH. 

I have not done a reset because the problem is the face/ring does not respond to the press motion. I didn't think the reset would address a mechanical/physical issue.

The problem one is S/N 09AG01AF381916W8 this one is brass.

The new one is S/N 09AB01AF052102W8 It is black and has a remote sensor.

My problem is a bit more complicated: the problem one is in the family room. The second one is in the hall and it controls the bedrooms - this is where I want to put the new one because we need the remote sensor there.  So I want to move the hall face/ring to the family room and put the new one with the sensor in the hall. 

the 2 original ones are exactly the same. Is that messy enough for you???

I would sure like to make this work. 

[Jake]

Hey 71,

No worries about any confusion. You would like to move the hall face to the family room and the new one you would like in the hall, correct? I just want to clarify, the one you are trying to put in the family room is the old thermostat that is not responsive? Did the new thermostat you purchased come with a base? Are you able to compare those? Please let me know, as I want to look further into this for you.

Best regards,

Jake

[71]

Almost. The one that isn't working is in the family room. I want to put the working one from the hall in the family room because it is brass, like the one that is not responsive. Then the new one, with the remote sensor will go in the hall.

Yes it has a full base. I will compare them and see. 

[71]

Yes the new base is exactly the same as the original. All the wire markings are identical. 

[Jake]

Hey 71,

From what I can tell, you should have no problem swapping them out. Is there a chance you can change the base out for the new one and see if you still run into the issue? I would like to make sure the product is working as designed. 

Please let me know,

Jake

[71]

I have to be brave and switch off the power to the AC and I haven't wanted to do that!! I'll try it with the original base last week and couldn't get it to register with the app. 

[71]

New info. When I took the working one from the hall and plugged it into the base in the family room where the problem has been - the press function is not working consistently. So maybe the problem lays with something else? What mechanism makes the press operate?   

[Jake]

Hey 71,

My apologies for the delayed response again. With that new information, I am wondering if maybe the thermostat isn't fully sitting on the base correctly? If the device is not fully connected to the base, it can have connection problems. I would make sure to double-check the wiring behind the base, to see if it's pushing that forward, as this is the most common issue on why the thermostat wouldn't press down.

(Please make sure to turn off any power to the device before messing with any wires.)

Best regards,

Jake

[71]

Thanks for answering. It is behaving the same way as the original face/ring that I took off. The one i put on worked perfectly on its original base. So you think the base is misaligned?? It worked for the first 12 months, just fine. Only the last few months has it begun this problem with the press action. 

Another symptom: I can fight through the difficult press feature and have it all set up but when it goes to SYSTEM TEST it resets to the G logo every time. I've repeated that process 5 times.  It doesn't run the test.  Does that lead you to any solution?

[Jake]

Hey 71,

I want to ensure you are getting the best help possible. I have escalated this on to a higher Team to review. They will be reaching out to you in the next 24-48 hours to provide more help, so please be on the lookout for an email from our Team. I have attached your case number below for you to reference at any time. Let me know if you do have any questions, or you do not see the email from our Team.

Case ID: 7-4302000031492

Best regards,

Jake

[71]

thank you

[Jake]

Hey 71,

Glad to be of help! I am going to lock the thread at this time. Please feel free to create a new post if you have any questions from here.  

Best regards,

Jake