Nest Thermostat 3rd Gen not connecting to heatlink

[aartik]

My thermostat is not connecting to HeatLink. I have reset and there is a blue blinking light but it does not pair. I have restarted the wifi, checked battery, moved the thermostat closer to heatlink etc. 

[Frustratedddd]

More information required to help you....

Assuming you have a 3rd Gen Stat

First, check the heat link 6 digit code found by the lid fixing screw.

Second, check the same number on the display under Tech - Heat Link

Do they match?

[RICH29]

Did you get it paired in the end as I'm having the same issue 🤔 

[Frustratedddd]

Well they didn't bother to reply, so obviously not much of a problem!

[aartik]

I did, it took quite a few tries and finally it did work. Basically, resetting wifi, resetting heat link, bringing the nest device closer to the heatlink and pairing again. Now I have a different problem as the device shows offline and refuses to connect to my app. Positive is heating is back on, Negative is I've lost the smart control which is less than ideal. 

[RICH29]

Well done on getting it working...thinking just box it up and take back to store as not working 😡😡😡😡😡😡😡😡😡😡😡

[Frustratedddd]

OK, there is a way of pairing the Heat Link to the Display, but aartik did not get back hence no advice!

First question, are you saying you purchased your one from a shop new sealed boxed? There is a reason for asking this.

Second question, are you wired or wireless or both?

[RICH29]

Yeah brand new from John Lewis and thermostat is wireless apart from charging cable 

[Frustratedddd]

You have a very common problem, and I have found that users that set the wireless only method can get the stat into a confused situation. I'm pretty sure it's not faulty, just an issue when setting up.

Did you install the Heat Link yourself, or an electrician?

[RICH29]

Electrician did it for us 

[Frustratedddd]

Oh well that's simple, get them back, their responsible. They should be able to work it out, as it's not complicated.

Pity it wasn't you as I would have explained how to get back on track, but as you did'nt install it, I don't want to be responsible for anything that might make you vunerable.

I can say it's not faulty if it's new from JL, well 99.9% sure.

[RICH29]

Just got hold of customer service and apparently it has been used and registered before which is why it won't pair.....off to jl then🤬🤬🤬🤬🤬🤬

[Frustratedddd]

A previous owner or registered to another user will not stop the Display linking to the Heat link.

A used one sold as new is not good, shame on John Lewis.