Gripe -- Nest replacement of my replacement still doesn't work

[WorkRefurb]

My original Nest 3rd gen learning thermostat succumbed to the W5 network error. It worked great for half a year and then it no longer can connect to my network.  Lucky the "smart" thermostat still functions as a simple thermostat and I can turn my heat on and off.  I got my 1st replacement thermostat and plugged it into the baseplate.  It would not start up and initialize at all.  It would keep shutting down.  I tried recharging the unit by plugging it into a USB cable.  Still no luck.  I got on the phone with support and they told me to return it. 

My second replacement arrived and still the same problem.  After reading more posts, I found a way to get the unit to initialize by turning off the breaker and shutting down the power to the unit.  It got me past the part where it turns itself off all the time.  However it got stuck on detecting my wires.  So I go back and turn the breaker back on and tried to see if the unit would detect the correct wires.  Nope no luck.  It couldn't detect any wires correctly.  I got back on the phone with support and they told me to return the unit.

I plug in back my old unit and it works fine except for not connecting to the network.  Just glad that my old unit still functions as a dumb thermostat lol.  All the wires are detected correctly; looking at the power settings on the old thermostat the readings are within the expected ranges for Voc, Vin. lin.  Makes me wonder about the process in place to fix the broken thermostats to make them working again -- there seems to be a missing step.

[Markjosephp]

Hello WorkRefurb,

I'm sorry for the replacement parts that never worked. I know this has been a frustrating experience for you, and I want to do everything I can to make it right.

To get things in motion, can you share with me your previous support ID? Do you still have the replacement thermostat display with you? Also, do you still remember the message code or any wiring report it showed when placing it on your existing base?

Keep me posted so we can check for more options.

Regards,
Mark

[WorkRefurb]

Yes. I am receiving my 3rd replacement.   I used to think highly of Google products but after this experience my feelings are waivering.  However the support people have been friendly and nice to work with which helps a lot.

[WorkRefurb]

OK. Got my 3rd Nest thermostat replacement today.  No luck and same problem.  Worked with Chris on the phone and he apologized and said that I need to return the replacement thermostat.  I tried asking Chris if he can add a note to have the storage team send me a new thermostat instead of another refurbished one.  He said he has no control over that department.  Looks like there needs to be a new feature into the customer relation software regarding replacements such that if customer have terrible experience that they can replace with a new unit instead of bad refurbished units.  I am still using my old unit that works fine except for the W5 error not connecting to my network that can't be fixed.

I did come across another post where a customer had similar problem in which the refurbished replacement units were not starting up and initializing.  He swapped out the base plate and said that seemed to fix the issue.  I asked Chris if there are any differences with the base plate and he said no and since my old unit still works with communicating with the furnace there is no need to change it.

[Markjosephp]

Hey there,

Thanks for the update, and I appreciate your patience with us. I know it's never ideal to have multiple replacement devices that never work. I'd be happy to check more options for you. Can I ask for your support ID number so I can check the steps you have taken? In addition to the replacement thermostat displays you have received, do you remember if they showed you a wiring report or if any messages appeared on their screen?

I'll look forward to your response.

Best,
Mark

[WorkRefurb]

My initial support ID: 7-4966000034782

In my initial support issue for the non working internet on my Nest thermostat.

Here is on of my RMA number: RMA98075216

Hopefully you can find some information from that information.  In regards to your question:

In addition to the replacement thermostat displays you have received, do you remember if they showed you a wiring report or if any messages appeared on their screen? 

The replacement thermostats did not show any wiring report on initial startup.  The messages I always get is detach the thermostat from base and reattach it.  And if I reset the thermostat then it restarts and then says it is shutting down.  To trick the thermostat and get further into the initialization process, I turned off the breaker and restarted the thermostat.  It got me past the turning itself off state and showed me the wire diagram.  However it detected incorrectly the wires and that kind of made sense because my breaker was turned off.  I then go and turn back on the breaker and restarted the thermostat.  However it still detected the incorrect wires.

Wire Diagram

On my original thermostat I am currently using with no internet connectivity: 

Y1 - cool

W1 - heat

G - fan

24V common - C

Rc - Power

Replacement Thermostat:

Y2 - cool 2

W2 Aux -- heat 2

Power Reading on my Original Thermostat with no Internet:

Battery: 3.900V

Voc: 33.4 V

Vin: 33.4 V

Lin: 200 mA(c)

Replacement Thermostat: Unable to get power reading as the initialization process does not complete do to unable to detect the correct wires?

[Markjosephp]

Hello again,

Got it! Thanks for providing more details. This message usually appears for any power-related issues. 

Going over these steps might help:

1. Make sure that the wires are flat on the base.
   1. Detach the thermostat from its base and check that the wires lay flat on the base. Otherwise, the wires may be pushing the thermostat away from the base, causing the error message.
2. Loosen the screws on the base.
   1. Use a screwdriver to loosen the screws on the base by a half or quarter of a (counterclockwise) turn. This should help if the base is screwed too tightly to the wall.
3. Make sure the thermostat display is properly seated.
   1. Check the Nest thermostat from the side. If the white plastic from the thermostat base is visible around any of the edges, the Nest display isn't seated properly. In this case, reseat the display.
4. Inspect the 20-pin connector for any visible damage. Check both the male and female ends of the base and display.
   1. Make sure the pins are straight and in good condition.
5. If you have two or more thermostats of the same generation, swap the displays to check if the issue is related to the display or the base plate.
6. Reseat the wires.
   1. Turn off the power to the heating, ventilation, and air conditioning (HVAC), and reseat all the wires.
   2. Make sure that the wire from the terminal is flush against the base, so you can properly seat the display at the base.
7. Perform a battery disconnect.
   1. Press the thermostat ring until the screen turns off (about 10 seconds). Let go of the ring.

Let me know how it goes.

Regards,

Mark

[WorkRefurb]

Hi Mark,

I am waiting to get my 4th replacement thermostat.  In the meantime, looking at your steps one thing that comes to my mind is that why does my thermostat with the w5 error code still work in detecting the wires and function as a working thermostat whereas the replacement thermostat is not able to complete the initialization process?  I don't see any error messages at all mentioning power issues.  I am guessing that the replacement thermostat is not able to detect the power/wires and therefore stops the initialization process?

Mike

[WorkRefurb · Accepted solution]

I got my 4th replacement thermostat yesterday.  I plugged the device onto my existing baseplate and experienced the same problems as my previous replacement thermostat.  This time around, I replaced the base plate where you plug the wires into.  After replacing the baseplate, the new replacement thermostat worked!

It would appear that the replacement thermostats are not compatible with the baseplate that came with my original Nest Thermostat.  Oddly enough my old Nest Thermostat recognizes the new base plate and is able to detect the wires correctly.  I guess all the trouble and wasted time could have been avoided if I just replaced the old base plate with the one that came with the replacement thermostat.

[zoeuvre]

Hi folks,

@WorkRefurb, I'm glad that everything has been sorted out, and I appreciate your sharing the steps you took to resolve this case. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

I appreciate your help, Mark. 

Cheers,

Zoe