Nest Thermostat E TD009 (0.80)

[LeslieC]

Hi Everyone, hoping someone might have some suggestions. Already been on to Google Support on the phone.

This is my second Thermastat E, the first one wouldn't pair at all so was returned for a replacement.

With this device I get to the "Finalising Nest Network" part on the nest app before it crashes out with this TD009 (0.80) error. I have Google Nest Wifi mesh network, my provider is Virgin, their box is in modem mode. The heat link is wired to the OpenTherm connections on my boiler and can call for heat with the central button. I already have a Nest doorbell, which works fine.

So far I have tried, restarting the router, the modem, my phone. Also tried connecting the device with my Slate and my wifes Samsung phone.  Tried putting the heat link, Thermostat E and Google wifi point right beside each other. Reopening the nest app each time. 

I was given a list of router settings to achieve. https://support.google.com/googlenest/answer/9240155?hl=en-GB#zippy= The only one I could find to manipulate in the home app was the IPv6, which I turned on but still no change.

The parting shot from google support was to call my ISP about these router settings. Obviously I'm using the Google Nest Wifi so not sure I see the point in that.

Any help is much appreciated. As you can see I'm not quite a Google superfan but I've been mainly buying Google things in the hope that they would all just work together, which they do for the most part. Thank you.

[AlexD]

Thanks for reaching out to us here @LeslieC . I would be happy to try and assist. 

I am sorry to hear you are facing difficulties with your other unit. Just to clarify, is this unit a replacement for the previous one correct? Do you happen to have a case number from your contact with my colleagues so I can check some of the things you tried together? I am happy to see you've already been in touch with my colleagues for troubleshooting. 

[LeslieC]

Hi AlexD,

Yes, this is the new unit that has this new error. My case is: 6-4767000033606.

Thank you

[LarisaL]

Hi there @LeslieC! Thanks for the case number. In this situation please try to add the thermostat in the app via hotspot network. 

If you turn on the hotspot from an Android phone, the hotspot setting should be on 2.4 GHz, security type wp2a and IPV6 enabled.

If you turn on the hotspot from an IOS phone, the settings should be set up on public by default with the settings required.

Please make sure you don't have the display linked to the account, online or offline and on the display you see the pairing screen (a phone and with the Nest logo with the white arrow on top of it). If you don't see this, please remove the display from the app (if needed) and take the display in your hands and press, press, press and hold until you see the display turning back on with the pairing screen on. After that please try the steps mentioned and let me know how it goes. 

Many thanks, Larisa. 

[LeslieC]

Hi LarisaL,

Thank you for your suggestion. Unfortunately I am getting the same error with the hotspot.

[LarisaL]

Got it. Could you please try the steps mentioned above one more time, but this time try to add the thermostat on a new structure where there are no other products? Also please make sure that you remove the thermostat from the app (if needed) and perform a factory reset (press, press, press and hold until the display turns back on) before trying the steps. Make sure you start by adding the display in the app, then the Heat Link. 

[LeslieC]

Okay, managed to get the Thermostat E and Heat link connected to a new structure in the Nest App that I called "Therm" thank you. How do I get it moved to my actual home now? And get it connected to my actual WiFi, not just a hotspot. Thank you.

[TudorL]

That's great. Since at this moment the thermostat is working properly, it's best to leave it on the new structure. Regarding the Wi-Fi issue, you can connect the thermostat to your Wi-Fi network by going into Settings->Network, search for your network and input the password. Once that's done, it should be able to reconnect. 

[LeslieC]

I'm glad the device is working, my main reason for buying it was the OpenTherm tech. Will I lose out on any functionality with it being on a different structure to everything else? Is it understood why this is happening?

Thank you 

[UanaC]

Hello there! Just checking in with you. Is there anything else me or my colleagues can assist you with?

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.

[Paul_R]

Hi there @LeslieC! You won't lose any functionality if the thermostat is in a different structure. We do not have any official information on this situation but our engineering teams are looking into it. Would there be anything else I or my colleagues can do to assist you at the moment?