Heating not linking with thermostat schedule

[ElliePartington]

Hi there - please could we have some advise. We have two thermostats in the house one for upstairs and one for downstairs, and one heatlink in the kitchen next to the boiler. Neither of the thermostats seem to be controlling the heating - it is currently 19 degrees at night, and both thermostats are set to 15 degrees.  This issue seemed to start in December and re-setting and then re-pairing the heat link with the thermostats has not solved the issue. Any advise would be welcome. 

[CristianC]

Hi there. Thanks for reaching out. Is the issue that the heating starts outside of your schedule? If so, I suggest you disable True Radiant. This is a preheating feature that can turn on your heating earlier than scheduled. 

[ElliePartington]

Hi CristianC,

Thank you for getting back to me so quickly. I don’t believe it is because the temperature was 19 degrees at 1am, however the thermostat was set to 14.5 degrees at 8am, and 17.5 degrees at 11pm, so it should never have reached that temperature and should have been off. 

I look forward to your thoughts. 

Thank you in advance!

Ellie

[CristianC]

Hey @ElliePartington. Let's check your Energy History. If you tap on the day and time your heating turned on unexpectedly, it should tell you why it turned on. More information here.

[ElliePartington]

Hi Cristian,

There doesn’t appear to be history for the early morning just yet (9th), however yesterday (8th) it says the only energy used was 45 minutes at 5am which just doesn’t seem correct as the house was too warm in the evening. I will turn off True Radiant and see if this solves it and circle back tomorrow once the history for the 9th pops up on the app to see whether it says anything about energy being used between 12 and 1am. Concerned that our heating bill is huge and the energy used isn’t reflected in the app. For example the app currently suggests that there was no energy usage at home from 3rd-5th March despite having a warm house. If you have any thoughts on this ahead of tomorrow please let me know. 

Thanks for your help,

Ellie

[CristianC]

Thanks for getting back to me. If the thermostat was shut down unexpectedly, the Energy History might not show. I suggest to restart the thermostat from Settings > Reset > Restart. The thermostat will register your history properly after the restart. I think that disabling True Radiant will solve the issue. Monitor it for a bit and let me know how it goes. 

[ElliePartington]

Hi Cristian,

Should turning off true radiant work right away? The house is still 19.5 degrees and has been all night but the thermostat has been set at 15 degrees overnight and 16 degrees this morning. The house is only scheduled to be 19.5 degrees at 1pm. 

Thank you!

Ellie

[CristianC]

Hello again. Yes, it should work right away. I'd love to have a photo of your schedule. Did you check your Energy History? You should see on it why your heating has turned on.

[AlexD]

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

[ElliePartington]

Hi Alex,

I do still need assistance - please don’t close the thread. 

Thank you!

Ellie

[ElliePartington]

Hi Cristian,

I’d love to share the schedule with you but not sure how to share the screenshot on this chat. Any ideas? 

Thanks!

Ellie

[ElliePartington]

Apologies - found the icon! Please let me know your thoughts. For example, in the house it is currently 19 degrees, but the heat is set to 17.5. Am I making any mistakes with the schedule? Thank you!

[ElliePartington]

 

[DragosC]

Hi there @ElliePartington,

Thanks for the details. Could you tell us please what are your Home/Away assist settings? Is only the phone deciding whether you're home or away? 

[ElliePartington]

Hi there,

No it’s not just my phone I believe it is activity driven. 
This morning the following screen was on the thermostat 

[ElliePartington]

Ah my photo is unclear but it said “Your thermostat cannot control this equipment properly”. Please could you let me know how to fix this? 
Many thanks,

Ellie

[AlexD]

Thank you for the information. That would usually pop up when something occurs like a disconnection from the Heat Link. Do you have any LED light on the Heat Link? If so, what color is it?

[ElliePartington]

Hi Alex,

Yes we do it’s currently green - the message has also gone away but could it be that the thermostat is randomly disconnecting and reconnecting?

[DragosC]

This might happen due to interference from your house. Could you tell us please what is the distance between the thermostat and the Heat Link and if there are any other devices or appliances in between them? 

[ElliePartington]

Hi Dragos, There are two thermostats in the house - one is about 20 metres from the heatlink on the ground floor and one is directly above the first on the first floor. In terms of other appliances what do you mean by these? I’m not aware of any that would interfere. Thanks!

[DragosC]

Thanks for letting me know, Ellie. Could you provide me please with pictures of both Heat Links' wiring? 

[ElliePartington]

Hi Dragos, 

I won’t be able to provide pictures until Sunday but the thermostat that is upstairs just has one wire that goes into the plug socket. The thermostat downstairs is fitted into the wall. Does this help? Thanks!

[DragosC]

No worries. Whenever you have time. I'll need the Heat Link's wiring from under the case. Take your time. Have a good one! 

[DragosC]

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

[DragosC]

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

[ElliePartington]

Hi Dragos,

Is the wiring in this ring?

[ElliePartington]

 

[DragosC]

Hi there, @ElliePartington. That's the base for the display. I'll need the wiring from under the square Heat Link's case please. 
 

[ElliePartington]

Ah ok - let me know if this is what you’re looking for:

[ElliePartington]

 

[CristianC]

Thanks for the photos @ElliePartington. From what I can tell, the wiring looks fine. Can you check your Energy History again? It should tell us why the thermostat started heating. 

[AlexD]

Hi, I wanted to check in. Do you still require assistance? If so, make sure to let me know. 

[ElliePartington]

Hi Cristian & Alex,

It’s suggesting we didn’t use the heating all of last week (when it was snowing outside!)

[ElliePartington]

 

[AlexD]

Just to check, if you tap on the day where it says no usage, to get the detailed view, do you get any readings or does it also say no usage? Also please check on the thermostat display itself, instead of the Nest app, to see if there are readings there for those days.

[Vladut]

Hi there, just checking in with you. Did you manage to check the above message?

[george_t]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.