Nest Thermostat Failed – Followed All Steps, No Replacement!

[Homefamille]

Hello,

I am extremely disappointed with Google Nest's handling of my faulty thermostat issue. My Nest Thermostat stopped working over a week ago, and despite following all troubleshooting steps provided by customer support, the issue remains unresolved.

The device is less than five years old, has been used under normal conditions, and is by no means an outdated product. However, Nest Support refuses to replace it, citing that it is "outside of warranty terms." This is completely unacceptable.

A thermostat is an essential device, especially during winter, and a product of this price and reputation should not become unusable so quickly. I expect better quality and longevity from Google Nest products. It is unacceptable that no replacement is offered leaving customers stranded in the cold.

Despite my insistence and attempts to escalate the issue, Nest Support has refused to reconsider their decision, simply stating that they "cannot overturn the decision already made." This is a serious failure in customer service and product reliability.

I urge Google Nest to take responsibility and offer a replacement for defective devices that fail prematurely. Has anyone else experienced a similar issue with their Nest Thermostat?

I would appreciate any advice or support from the community on how to push Nest to honor their commitment to product quality.

Looking forward to hearing your thoughts.

Thanks

[Frustratedddd · Accepted solution]

OK, let's start here by removing the base plate from the stand [I assume you have the display on a stand?] Obviously remove the micro USB, we don't need that at present, so you end up with just the base plate.

1. Then connect the cable to one terminal marked T1 the other core to T2 on the base plate. [If using data cable double up or more the cores to make larger size]

2. Then, at the Heat Link on the far right hand side you will see terminal T1 & T2.  Doesn't matter if you connect like for like, they are not polarity concious.

Let me know when you have got that far.

[Frustratedddd]

Which country are you located, and what is the fault and model?

[Homefamille]

in France - The screen is stucked on H71 fault - The model : Nest Learning Thermostat 3rd gen. Thks

[Frustratedddd]

That's a pity as in the UK we have Consumer Law, and that would cover your problem. The retailer/Installer are responsible for the goods, and they would have to repair/replace etc.

H71 is a power problem, and I assume the display shows the H71 error, and a Tech page?

You have the H71 error, do you have any lights on the Heat Link at all?

[Homefamille]

I have the blue light blinking. I went through all the steps with their support team and the issue hasn't been solved. It's incomprehensible how Google can leave us in this situation when the product fail prematurely. I am now looking for a way how to raise a complaint form that will go directly to Google and not to their subcontractor in charge of the support. Does anyone know the way to follow? Thanks

[Frustratedddd]

First of all you will NEVER get a complaint against Google and win!! They STOLE a doorbell from me some years ago under replacement, and I have never seen the bell since!! Here is the post I started to give you an idea...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Brave-Google-Senior-Support-Needed/td-p...

OK if you have a blue pulsing light we can probably get that going. I need some answers first.....

1. The connection is it ''Wired'' - ''Wireless'' or both?

2. Can you go to the Tech page on the display, and look at the 6 digit number in the ''Heat Link'' label

3. Can you look at the Heat Link, and the Left Hand fixing screw, you will see a 6 digit number. [You will have to remove the single screw of the Heat Link cover and remove the cover to see that]

4. While there, look at where the cover screw is, you will see another 6 digit number. Do ALL 3 numbers match?

[Homefamille]

- The connection is wireless only

- All 3 numbers match

Thanks

[Frustratedddd]

OK, that's a good start with the numbers matching.

Can you also tell me if the Heat Link button is pressed, do you get 2 more green lights come on? 3 lights in total, 1 Blue + 2 Green?

Are you handy with a screwdriver to connect a temporary cable? Do you have a short length of cable, something like flex would be fine. 2 core is all that's needed.? Anything will do even data cable, you need about 1 meter.

[Homefamille]

That is correct : 3 lights in total. I have the cable ready for next steps...

[Frustratedddd · Accepted solution]

OK, let's start here by removing the base plate from the stand [I assume you have the display on a stand?] Obviously remove the micro USB, we don't need that at present, so you end up with just the base plate.

1. Then connect the cable to one terminal marked T1 the other core to T2 on the base plate. [If using data cable double up or more the cores to make larger size]

2. Then, at the Heat Link on the far right hand side you will see terminal T1 & T2.  Doesn't matter if you connect like for like, they are not polarity concious.

Let me know when you have got that far.

[Homefamille]

I hope as well a Google manager will follow my case ...

[Homefamille]

Can you tell me the next steps ? as I can't do it right away and I will check if I can handle it. Thanks

[Frustratedddd]

This setup sometimes works straight away, but you need to confirm first when connected. 

[Homefamille]

I have connected the base to the Heat Link with T1 & T2 cables. The screen isn't anymore stucked to H71 fault . And I can manage the heat through the screen...

[Frustratedddd · Accepted solution]

OK, that's exactly what you need.

With the wire still connected.

Do a factory reset, Settings - Reset - All Settings

Then after that has gone through,  and reset back to the language, follow the instructions  to setup the thermostat.

Once setup, Do a full reset again back to the language screen.

Once there, remove the temporary cable, and fit the USB back. Setup again and see if that has worked.

[Homefamille]

Thanks FFrustratedddd. Here is where I am : after all the steps and back to USB, after the thermostat setup, the screen is stucked back to H71 fault.

During setup, wifi hasn't been detected...

Where are you Google manager/Team ????

[Frustratedddd]

OK, have you checked the 6 digit code is the same as you looked yesterday?

Look in Tech - Heat Link at the H71 screen. See if that number is the same this time as the Heat Link number.

Confirm the code is the same as on the Heat Link number on the cover

You also say wifi has not been detected, is that the connection to your router or Heat Link to display you mean?

[Homefamille]

You were right for the 6 digit code. I have input the right one and now I can change the heat !!

However, wifi can't be detected. I meant wifi to my router can't be detected on the base screen . Many thanks

[Frustratedddd]

Are you saying the H71 screen has now gone and you are connected wireless to the Heat Link?

Are you also saying you have no wifi connection to your router now? Check the battery voltage in Settings - Tech - Power. See what that says.

[Homefamille]

- Correct, H71 has gone and wireless connection to the Heat Link works.

- The thermostat can't detect any wifi. I have the followings on the screen : - Battery : 3.896 V ; - Vusb : 5.09 V ; Vin : 0.00 V ; lin : 200 mA (c)

[Frustratedddd]

OK, lets address the first issue with the not connecting to Heat Link. Your problem is, either the Heat Link or the display has been replaced at sometime. You have a NONE matched pair, so everytime you reset and connect the 2 together you will have to use ''Replace Heat Link.

There has never really been a problem with the set you have, it's never been setup right. Eventually the thermostat gets confused with all the connection attempts, hence we did the temporary connection.

Having said that, the WiFi problem is a different issue, and nothing to do with the original problem.

The voltage is correct, so no real issue there.

Do you see an error W5 anywhere? Try looking when you go to the settings where the icons are, anything saying W5? The other place would be the internet connnection, in settings, does that say W5?

Did you purchase this thermostat set new or used?

[Homefamille]

You are once again right, few months after I purchased my first new thermostat, that one has been replaced by Google after an issue. So the one I currently use is a new one replaced by Google in the past.

I can see the w5 error in the settings icon and in internet connection in settings.

[Frustratedddd]

That makes sense, as any new part makes the original set not a matched pair. That has now cleared the connection issue up.

However, W5 is NOT good, that usually points to a Wi-Fi chip failure in the display. Sadly this is very common, and Google use to replace the display.

............but because you have replaced in the past getting another from them will be more or less impossible. I don't have a solution.

You can try a simple Network reset, and that is in the settings - Technical - Reset Network. While there do that reset twice, one after the other. To be honest I don't think it will work, but worth a try. I'm pretty convinced the display chip has failed and that's the end. You can use to control the heating, but not with the app remote.

Sorry, but I think I have come to and end in helping you, but at least we have the display and heat link talking. I will obviously still try to help, but with W5 I think it's over.

NOTE.....

I HUGE thank you Google Tech Support for NOT helping this user, I hope you are very pleased with your efforts!!!

This would NOW be the time the Mods on here step up and and actually helped, as the Google Tech team have been as good as useless to this user, and wasted the users time.

Therfore Mods, come out of the background and help this user!!!

[Homefamille]

I went through the Network reset twice and the w5 error message is still here. Hence, I have no wifi connection.

Anyway, I want to thank you so much for your help. It was tidious to get back rid off the H71 message but thanks to you in 1 day it has been solved ! So thank you so much !! It took 1 week for Google support team to tell me what to do messages after messages and to finally come with their final one that there was nothing else they can do !!! UNBELIEVABLE !!! I sincerely hope Google will come up with a solution to me in regards to the wifi connection that doesn't work...

[Frustratedddd]

I agree, it's very sad the Google experts do not know their products well enough. You only have to search in the forum to see how many people are dissapointed with them. The original Nest company were excellent, and nothing was to much trouble, then they sold out to this shower.

I'm sorry about the W5 error, but very rare to remove that error. The only thing is keep trying resetting the network, you might get lucky, but I doubt it. I have cleared the error in the past, but very very rare. I would like to think the Mods on here could pull a few strings to replace the display, but sadly I think you will be unlucky.

Sorry we failed at the last hurdle, but I never expected a W5 on top of the original problem.

[Homefamille]

Hi FFrustratedddd,

I am still trying to solve my wifi connection issue. In the battery voltage in Settings, it is displayed as the followings (thermostat's power is connected to USB cable) : Battery 3.904 V ; Vusb 5.10 V ; Vin 0.00 V ; lin 200mA (c). Do you see any problem in the numbers ? particularly for Vin which displays 0.00 V. Thanks

[Frustratedddd]

Those readings are perfect, nothing wrong at all.

Vin is perfect, as that represents a connection between the display and Heat Link, which you do not have. Hence 0

The WiFi problem will be a burnt out chip 99.9% of the time if Network reset doesn’t work.

[sicsacol]

Hi everyone,

Thanks for posting in the community forum.

@Homefamille, I'm sorry to hear you've had such a frustrating experience with your Nest thermostat, and I'd be more than happy to look into this further for you to help provide a solution.

To verify the error, I'll need a photo of the message shown on your Nest thermostat. You may reply to this post and attach the image that shows the nest.com/w5 error.

@Frustratedddd, I really appreciate your help in this post, and thanks for the previous steps given.

Please let me know once you have the picture; I'd be happy to help you.

Cheers,
Jonathan 

[Homefamille]

Hi Jonathan,

here is the image showing the nest.com/w5 error. Thanks

[sicsacol]

Hi @Homefamille,

Thanks for your reply.

My team would like to know more about this w5 error. When you get a chance, please fill out this form. Let me know when you’re finished. We’ll have someone reach out to you via email from there.

Let me know once you submitted the form.

Sincerely,
Jonathan

[Homefamille]

Hi Jonathan. I have just submitted the form. Thanks

[sicsacol]

Hi @Homefamille,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, please don't hesitate to reach out – we're always happy to help in any way we can.

Cheers,
Jonathan