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Heating comes on when Nest says its off

pennybowkett
Community Member

My Nest Thermostat says my heating is off but it keeps coming on. I have thermostatic radiator valves as well as the Nest Thermostat Google Nest 3rd Gen Wireless Heating & Hot Water Smart Thermostat 

Does anyone know if it is compatible to have radiator valves as well as the Nest thermostat. When I check the app it says the heating is off and theres no use but its actually on burning my gas. I no longer trust the Nest Thermostat.

The temperature insde can be 20 degrees with the thermostat set at the minimum 9 degrees but it still comes on when should be off. Can anyone explain why this is happening.

Thanks

31 REPLIES 31

george_t
Community Specialist
Community Specialist

Hi @pennybowkett. Thanks for reaching out. I'm sorry to hear you're experiencing this issue, but we'll sort this out together. Let's start with a few questions:

 

- How long has the thermostat been installed?
- Is the display seated correctly on the base?
- How often do you experience the issue?
- What is the color of the Heat Link LED?
- What does the Nest thermostat display show?
- Have you had any power cuts recently?
- Have you had any work done on your electrical or heating systems recently?
- Have you recently moved the display or Heat Link?
- How many thermostats are in the setup?
- How many zones are affected by the error?

GeorgeT

Installed 2 months 

Seated correctly

Issue us permanent so long as radiator thermostatic valves are on.

Green led

Nest shows heat off screen is grey thermostat set on 9 degrees room temp at least 24vdegrees but heating is on.

No power cuts

System us new boiler radiators etc

1 thermostat all radiators are on if the valves are on even though nest says they're off and no usage which couldn't be right. I have no control via the app as it says they're off and no gas gas been used. My plumber said I could have Nest and individual radiator thermostatic valves. He said the system would listen to Nest first and radiator thermostats second but that not happening.

CristianC
Community Specialist
Community Specialist

Hey @pennybowkett. Thanks for the details. The easiest way to check why the thermostat is heating your home is by looking at your Energy History. Tap on the day and time it started heating and it will tell you what started the heating. If you post a photo of your schedule and energy history, I could look over it. I'm thinking that you have True Radiant enabled on your thermostat and that's why your heating starts earlier than scheduled. It's a pre-heating feature that turns on your heating earlier so your room is already warm by the time you scheduled it. Please find more information about this feature here. More about the Energy history here

I checked this as you said. The thermostat is not set to true radiant and the energy history says no usage but I have now turned off all radiator valves. It's extremely concerning. In winter the guests could have this running day and night and would not even know if it was on.

DragosC
Community Specialist
Community Specialist

In that case, you'll need to check on the energy history from the thermostat to see if it's registered there. 

The energy history says no usage even though its on and using energy.

DragosC
Community Specialist
Community Specialist

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. How has it been going with your device? Let me know if you need further assistance. 

Yes I do nothing has worked

Yes I do non of your suggestions has worked. I have no control of the heating with my nest thermostat.

AndaD
Community Specialist
Community Specialist

@pennybowkett

 

Hi there. Justchecking if you had a chance to check the instructions my colleague sent. Let me know if I can guide you through. 

AlexD
Community Specialist
Community Specialist

Hi, I just wanted to check in. Do you need any further assistance? If so, make sure to let me know.

Yes I do

Yes I've done all that was suggested but the outcome is the same. The only was to turn the heating off is to shut the radiators off. Nest days it's off set on 9 degrees inside temp 21 degrees but as soon as thermostatic valves are open heating comes on. The thermostat is not controlling the heating. Could it be faulty.

CristianC
Community Specialist
Community Specialist

Hey there. Just checking in. How's it going with your thermostat? 

pennybowkett
Community Member

It's not working

AlexD
Community Specialist
Community Specialist

Thanks for trying and thank you for the information. To confirm, was it installed by a electrician/ installer or was it installed by a Nest Pro at the location?

 

Also, does it control just the heating at the location or is it also wired and set up for hot water control?

 

Let us next to a quick test on the Heat Link using the Nest app. Go next to the Heat Link with the Nest app on a mobile device.

 

1. Make sure the display is black, heating off, and turn up the temperature until it goes orange.

2. Listen for any clicking noise from the Heat Link and take note of the result.

3. Turn the temperature down until the display goes black, heating off.

4. Listen again for a clicking noise and take note of the result.

 

Let me know what the results are. 

george_t
Community Specialist
Community Specialist

Hi @pennybowkett. Did you manage to check the steps mentioned by my colleague?

GeorgeT

Yes I did and I did this on the phone with a nest representative as was suggested. He told me that my device is a second generation which probably won't work and I should return it to the retailer. I only bought this in June from screwfix. I've paid a professional to fit it. I'm confused as to why this version is still being sold if there are known issues with it. I've spent hours trying to resolve the problem and I'm no further forward. Winter looming this is in a holiday let where guests will just leave heating in all day and night and I have no control at all. I contacted your nest pros only one got back to me. He said he was a retired electrician and had only fitted one nest which was his own and wasn't fitting them for other people. I am disappointed and disgusted. I will have to go and buy another nest in the hope that it will work. I've been given no advice on which one I should buy ie which version do I need. How many versions are there. I will need to buy another one before I can take this one out and I need someone who knows what they are doing to fit it. Where do I go to find someone who really knows about these things???

DragosC
Community Specialist
Community Specialist

We're sorry to hear that. Could you provide me with a case number from the phone support team? 

Yes it was Dann case number 528000032774 where do o go from here only one nest installer got in touch to say his only experience was the one he fitted himself 2 years ago.

DragosC
Community Specialist
Community Specialist

Thank you, @pennybowkett. It seems though the case number is not valid. Could you please check again and provide me with the correct case number? 

pennybowkett
Community Member

Your Google Support Enquiry: Case ID [0-5287000032774]

DragosC
Community Specialist
Community Specialist

Thank you very much. Found it now. Could you tel me please if you've tried performing a continuity test on the Heat Link with a multimeter? That will definitely tell us if the Heat Link and the thermostat are the issue or the other parts of the system.

No he just did a click test, had me send him a picture of the wiring then told me he couldn't support it when he realised it was a generation 2. Couldn't give any explanation for that. Said I should take it back to the retailer

 

DragosC
Community Specialist
Community Specialist

Understood. In order to know definitely what's the issue with it, we'll need to perform a continuity test. Do you have a multimeter at hand? 

I think we do but if not I will get one. I cant do anything until tomorrow when the guests leave. Can you tell me what I need to do?

Thanks

DragosC
Community Specialist
Community Specialist

Understood. No worries. Please set the multimeter to "Continuity". Usually denoted by a wave or diode symbol. I'll put the steps in here:

 

  1. Ensure the relay switch is in the correct position by checking for continuity with feed Live and Neutral connected but all wires disconnected from the relay itself.
    1. When the Nest thermostat is calling for heat, check for:
      1. Continuity between 2 and 3
        • Yes - Correct
        • No - Incorrect
      2. Continuity between 1 and 2
        • Yes - Incorrect
        • No - Correct
    2. When the thermostat is satisfied, check for:
      1. Continuity between 2 and 3
        • Yes - Incorrect
        • No - Correct
      2. Continuity between 1 and 2
        • Yes - Correct
        • No - Incorrect
    3. When the Nest thermostat is calling for hot water, check for:
      1. Continuity between 5 and 6
        • Yes - Correct
        • No - Incorrect
      2. Continuity between 4 and 5
        • Yes - Incorrect
        • No - Correct
    4. When the thermostat is satisfied, check for:
      1. Continuity between 5 and 6
        • Yes - Incorrect
        • No - Correct
      2. Continuity between 4 and 5
        • Yes - Correct
        • No - Incorrect

 

Let me know how it went. 

AlexD
Community Specialist
Community Specialist

Hi, just checkin in. Did you get the chance to perform the test my colleague suggested? No rush, keep us posted when you are able here on how things are going.

george_t
Community Specialist
Community Specialist

Hi @pennybowkett. just checking in, do you still need our support? 

GeorgeT

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.