Nest Gen 3 thermostat fell off of wall and will not work; black screen only

[susanjsherman]

Please help me get my thermostat working.  It fell off the wall and only has a black screen.  I have tried to charge it, reset it, and power the unit back on but get nothing.  The temperature is very warm and I need to get this resolved ASAP.

[Frustratedddd]

I would think if dropped on the floor perhaps it's damaged, and a new display is required!

[jenniffert]

Hi susanjsherman,

Thanks for reaching out here in the community! I'm sorry to hear that your Nest Learning Thermostat's display fell off the wall. Even after charging, resetting, and powering the device back on to the base, it still has a black screen and won't turn on. I understand how important it is for you to have your Nest thermostat functioning properly to maintain a comfortable temperature in your home. I'd be happy to help!

To better assist you, I'd like to ask the following:

• Is the product new, or has it been installed or working for some time?
• Did you remove the display or disassemble it for any reason?
• Was the product purchased new or used?
• Where was the product purchased?
• Do you see any physical damage on the display? If so, would you mind sharing a picture showing the damage?

In the meantime, I'd suggest the following:

• Check what happens if you turn the thermostat ring or press the display.
• Check if you see any lights when the thermostat is plugged in with the USB cable.

Please keep me posted.

Best regards,

Jenniffer