Nest 3rd generation base replacement

[brianolo]

Hello,

I have two 3rd generation thermostats. The base (electrical white ring that the thermostat plugs into, with blue level also) on both my units is faulty. I can't find this part in google store and need to source it. Can you please help?

Thank you

[EmersonB]

Hello brianolo,

Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, where are you located? When did you purchase your Nest Thermostat? What is the specific problem of your HVAC system and why is the base that's faulty? Do you see any error messages? Did you contact an HVAC tech to diagnose your Nest Thermostat? In case you do, kindly share here the photo of the diagnosis so that we can check our options here.  

Looking forward to your response.

Regards,

Emerson

[brianolo]

Hello, I am in Ireland.

The history of my issue is the nest thermostat heat link failed and gave message H72.  Support gave me a new heat link (thank you) which powered up and manual on/off worked fine. When I tried to connect to the thermostat they wouldn't pair and got the message "low battery shutting down". I followed instructions to power the thermostat directly, let it charge for 1.5 hours, re-connect to base. The same low battery shutting down message would appear again after a short while during attempt to pair. I borrowed a brand new thermostat base, installed it on the stand and connected the thermostat. Immediately the thermostat paired with the heat link and the system works perfectly now. 

I have a second nest thermostat in another house and it failed in the same exact way. The heat link is dead (hasn't been replaced). The thermostat has the same low battery issue. For test I put this thermostat on the new thermostat base and I don't receive the low battery message anymore.

Thank you

[AlexD]

Thanks for keeping us posted. Once you are at he location make sure to do all the regular checks, check breakers and power to make sure nothing has tripped and after either reach out to us here or back to my colleagues and this can get sorted, no problem. 

[brianolo]

I've checked and reset the breakers and tested the cables. I can get the system working fine by replacing the heat link and thermostat base. The original parts are both faulty. 

Thank you. 

[AlexD]

Thanks for letting me know. I was referring to the other location you mentioned, where you said they were not replaced yet. If you need any assistance for that one, make sure to let me know. 

[AlexD]

If there's anything else I can try and assist with, make sure to let me know. 

[brianolo]

I need 2 thermostat bases and one heat link. 

[Vladut]

Hi there, just checking in with you. Have you seen my last message?

[Vladut]

Thank you so much for all the details. My colleague referred that once you're at the location make sure to do all the regular checks, check breakers and power to make sure nothing has tripped and after either reach out to us here or back to my colleagues and this can get sorted. Did you have the chance to have a look?