Issue with cooling with Nest Thermostat

[cyberal72]

Hello, 

I have had the google Nest Thermostat for 2 years without issues. 

Last week, with high heat, I turned on the cooling (A/C) and heat pump (bi-energy) only blew hot air.\

I had an HVAC pro come to investigate, and he said the thermostat was the issue. Not heat-pump, nor furnace.

I was told that the signal sent from the thermostat was not correct, and that he's had to advise a few client to change their thermostats. 

In the meantime, he has put a jumper at the heat-pump between the O and B connections to allow for AC until I changed thermostat. 

What this does, it it allows AC, but if I would need to heat, I would not be able to heat using electric, but only the "auxiliary" heating (gas).

Since it was an expensive purchase, is there a way to remedy this? As in a firmware, or a replacement device?

I would really want to keep the existing device.

Please advise on what could be done.

Thanks

A

[Brand667]

Learning thermostat? Model T3007? Did you notice if there was also a clicking sound coming from your heat pump unit?
I bought three 6 months ago for our new house. 2 of them were in the old packaging. 1 came in the newer google branded packaging ...and that thermostat seems to have a similar issue to yours. This issue may have even damaged our heat pump as we had to have it repaired. IT also got stuck on heat at one point.
I suspect that since google took over NEST they tried to save a few $$ by sourcing cheaper parts leading to a bunch of defective units ...I am seeing several posts here that sound like the same problem ...and they don't seem to care enough about this message board to reply to anyone.

[cyberal72]

Yeah, it is Learning Thermostat.

No clicking sound from heat pump. The tech actually said pump was fine. But not thermostat. I did find this support page that I may try.

https://support.google.com/googlenest/answer/9257086?hl=en#zippy=%2Cchange-the-ob-wire-settings%2Cch...

It did work for 2 years, no not sure why that would've changed.

Beyond that, I may need to contact Google directly for support. At that price, I would like to see more support. 

[Brand667]

Hmm... After the tech switched our thermostats around with another heat pump. it ran fine with no clicking either ...then it started to click but still seemed to work ok ...then a day later it was much louder and the air barely cool. Now the radiator fan doesn't spin even with one of the working thermostats.

[Ryan_G]

Hey everyone,

I just wanted to follow up and see if you're still in need of help. Please let us know as we would be happy to answer any questions you may have. 

Best regards,

Ryan

[cyberal72]

Hello, yes, still experiencing same issue.

As mentioned in initial message, there is currently a jumper to have AC work.

Let me know if you need more information.

Thanks.

[cyberal72]

Hello all,

I did eventually contact Nest/Google support and did some troubleshooting with them.

They had me remove jumper (I can't remember which was jumped), and had me switch wires behind faceplate. Started to work. 

Had me re-wire how it was before, and had me change the O/B setting as mentioned in my previous post (changing equipment setting for heat pump from O to B, or vice versa).

I had to wait about 5-10 minutes, but looks good now 

I asked why that would change, and they told me someone must've changed it, which is not the case.

Anyways, so far so good. Seems good now.

[aatienza]

Hey cyberal72,

Thanks for the help, Ryan. Glad to know that it's already working. Since this has been resolved, I'll mark this thread as complete and will lock the thread in 24 hours.

Thanks,

Archie