Nest Thermostat cannot connect Bluetooth

[eheilner]

We cannot get our Google Nest Thermostat working and are at our wits end here.   Just to back up - we recently got not one but two Google Nest Thermostats (there was an offer by our local utility for free) with the intention of returning the un-used one.   We had the thermostat installed by professionals - we have a C wire. 

The problem is that we cannot connect via bluetooth.  We installed the Google Home & Google Nest apps on both an iPhone & an iPad.  We scan the code on the back of the device and go through all the steps on the app - until it gets to the bluetooth - and here is where nothing happens - it attempts to connect but eventually the app says we may need to do a factory reset.

We have tried everything per the instructions.  Pulled out the batteries and put them back in.  Turned off and turned on bluetooth.   IPad is within 12" of the Nest.  Removed all other devises from Bluetooth on iPad.  Double checked that Google Home app itself has bluetooth enabled.     Same results - and with two different Nests and with both iPad & iPhone.

On the side of the Nest it looks like there's a little entry point that looks like the sort of thing where you put in a paperclip to do a reset.  Should we try this?  or are we missing something obvious?

Thanks in advance for any help.

[CoolingWizard]

@eheilner ,

The volume need understand that the thermostats you get from utility companies only work with the Google Home app. Second the nest thermostat does not use Bluetooth to talk to the smart device. It uses Wi-Fi. Bluetooth is only used initially to identify and get information from the nest display, in order to register it with the Google Home app. Once it’s been identified. The app will switch to Wi-Fi to communicate with the display. It is the Google Home app which gives the display the actual Wi-Fi, SSID and password. After that, the only communication between the app and the thermostat is via Wi-Fi.
AC. cooling Wizard

[eheilner]

Hi CoolingWizard - Thank you for the response - but that is not the issue we are having.  The problem is that we cannot establish the initial Bluetooth connection.  We have the Google Home app on two different devices - Bluetooth is active on both devices - and Bluetooth is enabled for both Google Home and Google Nest on both devices - yet the app never makes the connection - eventually after a few minutes the app says that we may need to do a factory reset.  AND - this is happening on two thermostats - so either our utility company sent us two defective thermostats OR we are doing something wrong.

[CoolingWizard]

@eheilner ,

The nest learning thermostats use the Nest app and the others use the Google Home app. So make sure I get this correct. You get to the point when the Nest asks you to download and install an app, then you perform the ADD function and attempt to connect and proceed and this is the point it stops, correct?

AC Cooling Wizard

[eheilner]

That's it basically.  I download both the Google Nest & Home app.   I follow all the instructions in the Nest app to install the thermostat.   At the last step it switches over to Google Home to connect via Bluetooth.  This is where things stop - Bluetooth connection fails - it just loops around for a while until eventually it says on the app that I may need to do a factory reset.  So we're stymied - we need that initial Bluetooth connection in order to finish setting up.  And this is happening on two different devices AND two different identical thermostats.

And just to repeat - Bluetooth is active on my iPad & iPhone - and Bluetooth is enabled on both the Google Home & Google Nest apps