Home with multiple systems and NEST Es. Which system and Nest is causing the URGENT & Problem alert

[jbpearson353]

Over the winter I received numerous alerts from Google indicating my heating systems may need service.  The home has two systems and each are controlled by a separate Nest E.   How do I tell which system is having the problems?  The alert does not include any indication of which Nest E was being monitored?   HELP?

[Markjosephp · Accepted solution]

Hi Jim,

I'm sorry you have to experience this, and we hope you can have a better time. I'd like to investigate this further and try to make things right.

Could you please share with us the support ID you received when you spoke with our team?

I'll look forward to your response.

Regards,

Mark

[Jake]

Hey jbpearson353,

Apologies for the delayed reply. I wanted to follow up and see if I could be of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[jbpearson353]

To Jake,

I finally found the identification of the Nest-E issuing the alerts.  It was buried in the end of the title that had scrolled off the right side of the window and could not be read.   Having the name of the NEST in the body of the message would have been a good additional documentation of the source of the alert.

When I finally called into Google to find out if the alerts were real and what was the algorithm used, I did not get any useful information.  I explained why the information was required and that I had check all of the suggested causes without finding any problems.   I was repeatedly told the “SAME LIST” of causes over and over again.   Was very frustrating.   When I finally asked to escalate the question and get me in touch with a supervisor or technician – I was HUNG UP ON.    Not at all what I expected from Google support.  I have had to come to the conclusion, Google support has no idea what the alerts and the HVAC monitoring is or how it works.  Absolutely no idea and they don’t have any way to help a customer – except to hang up on them.  OUCH!

I will spend the hundreds of dollars to have the system checked out, but will not be happy if nothing is found.

An unhappy stock owner and Nest owner,  Jim Pearson , 301-806-7492.

P.S. if this email comes back as not deliverable. I will be lost for words.  (email was also sent to #.

[jbpearson353]

Address not found Your message wasn't delivered to # because the address couldn't be found, or is unable to receive mail. LEARN MORE

The response was: 550 5.1.1 The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces. Learn more at https://support.google.com/mail/?p=NoSuchUser 186-20020a2519c3000000b00a1fb61b9a81sor1631179ybz.105 - gsmtp

I guess there is no way to have email exchanges with support.   

This reply also indicates I do not have permissions to upload images.   OK - no images of any problems.

Regretfully, Jim 

[Markjosephp · Accepted solution]

Hi Jim,

I'm sorry you have to experience this, and we hope you can have a better time. I'd like to investigate this further and try to make things right.

Could you please share with us the support ID you received when you spoke with our team?

I'll look forward to your response.

Regards,

Mark

[jbpearson353 · Accepted solution]

To Mark,

The case IDs used on the email exchanges are:

Cases Id 6-2383000034387

Case ID [0-4486000033865]   (Sheryl)

Google Nest Community Mailer – Jake (on 4/6/23)

I reviewed the community posting on HVAC monitoring and ALERT and did not find anything that seems to be related to the algorithm, delta temperature settings, outside temperature, etc.   No leads.

I have asked to have this question escalated to someone that know what has been programmed – without success or having the connection disrupted.

The alerts for the Bedroom thermostat at 67 Canal Landing Ct. started in 1/3/2023.  There were a lot of cold days before January.  What changed in the software or firmware? 

Attached is a log of the alerts I have received with discussion points, sample of the email, and local temperature reports.  I’m expecting a response in detail.

Suggestions,

Cheers, Jim.

P.S.  I have a word document of the alerts, discussion questions and temperature charts.  How do I send it to you.  There is no way to attach a document?  The LINK does not seem to be the right method.  Share need a destination address.

[jbpearson353]

I not found any way to send you my document on the problem.  I have tried to copy section into this reply.  But the error messages indicate I can't send more then 20,000 character or the upload can't handle images with html content.  I'm sending Word file with PNG images and screen captures from your alert emails.  Need to find out how to upload a 3,586 kb file.  URGENT.

[Markjosephp]

Hi there,

Thanks for sharing your support IDs. I'd love to know more about this.

To isolate:

• How many Nest Thermostats E do you have per home?
• Does the email alert you received indicate which home needs service maintenance?
• When was the last time you had HVAC system maintenance?
• Are you experiencing any odd heating and cooling or HVAC system issues?
• Are you getting any power reports on the Nest Thermostats?
• What type of HVAC system do you have? (Zoned system, Heat pump, Conventional type)
• Please take a screenshot of the email alert you received to better understand it. You can upload the picture here on your community profile by clicking the camera icon on the text box.

Keep me posted.

Regards,

Mark

[jbpearson353]

I got your email and wrote a detailed reply. Now I learn I can't reply to your emails and my text has disapeared.  I'm not typing the same info for the fourth time.  No windows or doors open PERIOD.  Units are heat pumps with aux heat which is disabled in nest config.  You have copy of alert.  Problem startex around 1/2/23. Support of no use, hung up on when ask for escalation on questions of hiw it works. Service twice a year by pros in Oct and May.  

Have more documentation, but there is NO way to send it to you.  No way..

Replaced batteries 18 months ago.

How to troubleshoot?   Several hvac Pros are in love with Nest.

Help, Urgent.  Jim Pearson  3018067492

[Markjosephp]

Hello jbpearson353,

I'm sorry for the trouble this may have caused you. We'd like to take a look at this for you.

Could you please fill out this form with the needed information? A member of our support team will be in touch over email to help.

Regards,

Mark

[Markjosephp]

Hi there,

I'm checking back in — how's it going? Have you managed to fill out the form? 

Regards,
Mark

[Markjosephp]

Hi Jim,

I wanted to see if you were able to fill out the form. Please let us know so we can assist you right away.

Regards,

Mark

[EmersonB]

Hello everybody,

@jbpearson353, just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.

Thanks for lending a hand, Mark and Jake.

Regards,
Emerson