Heat Link not connecting via Wifi

[PapaGolf]

My Nest learning thermostat 3rd Generation (UK) stopped connecting to Wifi and was replaced.  The replacement has been set up OK except that it refuses to connect via Wi-Fi to the Heat Link. I am not sure if this matters, as they are connected by wires, although I have read that this is to provide power to the thermostat.

[UanaC]

Hi, @PapaGolf  thanks for reaching out. No worries, we've got you covered — Can you please let me know if you see any error message when you try to connect the thermostat to your network?

Thanks in advance, Uana.

[PapaGolf]

Hello Uana,

Thanks for this.  I've been travelling.

I don't remember the exact messages.  It said it was trying to connect wirelessly to the Heat Link.  This took 1-3 minutes.  Then it said it was not able to connect wirelessly to the Heat Link.  The thermostat connects OK to the network and thence externally and to the app.

Regards, PapaGolf

[AlexD]

No worries. Are you currently at the location or have someone that can go to it? There are a few things we can try to see if we can get it set up. 

If the display has a wired connection to the Heat Link then it would work without any problems. That connection provides both power and communication between the Heat Link and display. The connection between them can be wired, wireless or both at the same time. It can work with any combination of the connection options. 

[PapaGolf]

Thanks for this.  No, I can't access the location now but shall be there later in the month, 15-19 September.

That's useful to know.  I have some instructions from Google Nest  when they sent the new unit, so I shall try that when I'm on site, else not worry.

Kind regards, PapaGolf

[AlexD]

No worries. In that case make sure to try them and if you need further assistance open up a new thread. I'll go ahead and close this one. 

We'll all be more then happy to try and assist if needed. Have a great week ahead! 

[UanaC]

Hello there! Just checking in with you. Did you see my previous message?