Nest gen 3 learning - cannot connect

[Rekema]

Hi,

Will be much appreciated for any guidance/suggestion. 

We are having trouble in setting up the nest gen 3. 

Previous owner couldnt help much. ( they didn't know there was a heat link and assumed the nest connected to the boiler). 

The previous owner already factory resetted the nest. 

However when I go down the list e.g. language, location, Internet etc. 

Once I get to "equipment", I keep getting h71 error and can't connect to heatlink.

I can't factory reset on the nest again, because there's no access to the settings function.

I located the heatlink, and it's pulsing blue. I tried following suggestions and instructions, restarting x2 holding 10s, holding 25s, holding 45s x2. 

I am running out of idea.

Please, any help, I will be so grateful!.

[Frustratedddd]

The answer is on this forum. and been mentioned dozens and dozens of times!

I would assume at one time the thermostat display or Heat link has been replaced, and now not a matched pair.

How is the thermostat installed, wired or wireless or both?

[Rekema]

Hi,

 I have been going through individual posts and following people's guidance. However it may have resolved their problem, unfortunately, it didn't work for me. 

The thermostat is both. 

From what I got told from the previous owner, he's never replaced the items. ( he didn't know there was a heatlink, I assume when he had his kitchen done, the guys set it up all for him). 

[Frustratedddd]

I see, and you tried looking for this?

Thermostat will not link to heat link

[Rekema]

Yes, I followed the convo of Deborah and another post recommended by Alex. 

So far, hard wire connection is something I haven't tried yet, though it isn't something I am comfortable with. 

[Rekema]

I've followed this post too, as this seems to identical issues as i have. 

" New Owner of house - Thermostat will not connect to Heat Link" .

But they carried on the conversation via email, so I don't know if they ended up with a solution... 

[Frustratedddd]

OK, let's go back a step.

Are you saying you have a wired cable from the display to the Heat Link?

When you factory reset, did you reset the Heat Link correctly, and the display, as mentioned in that conversation, NOT like others do?

Are you saying you can follow the instructions on the display up until you get to the ''Searching For Heat Link'', the you just get a H71 error message?

Can you upload a picture of the connections of your Heat Link terminals?

Where in the UK are you, Just area not address?

[Rekema]

No I haven't hard wired the display with the heatlink. I dont feel comfortable in doing that my self. 

Display was factory resetted by previous owner. I can not factory reset this, as I can't get into setting.

The heatlink, I believe I have factory resetted this based on different posts of here and searches. This gives me different times, this includes x2 45 secs, x2 30s and x 2 10 secs. Within different instructions. I assume 10s is just a quick restart. If you believe I haven't factory resetted the heatlink, please let me know the instructions and I will follow.

On the display  I filled the following, language, location, Internet and I am now on "equipment" which leads to failure and h71 error, using the available options I can choose from. 

My power is 3.904.

Area is west Sussex. 

See below for photos.

https://ibb.co/ZV9k6qs
https://ibb.co/Fm471k6

[Frustratedddd]

I clearly asked you if the thermostat was wired wireless or both.

You stated “The thermostat is both”

You do NOT have a wired connection, as that can be seen in your pictures, hence me asking for a connection picture.

Without the correct answers we cannot help you. Your issue now is, the thermostat is confused, and you need at least a temporary connection as mentioned in the threads you have apparently read. 

 I suggest now you arrange for a professional person to do a connection between the display and Heat Link, otherwise this will not pair!

[maedacortez]

Hi Rekema,

Thanks for reaching out. I understand that you have inconvenience connecting your heatlink. No worries, I am here to help! before I need to ask some questions to understand better your situation.

1. Could you please let me know what troubleshooting steps you've already tried? Please be specific.
2. When was the thermostat installed?
3. Is this a replacement thermostat display?
4. What is the distance between the Heat Link and Nest thermostat? Are the Heat Link and display on the same floor?
5. Did you try to take the Heat Link out of Manual Mode?

I will be waiting for your response.

Regards,

Manuel

[Rekema]

Hi Manuel,

Below is what I have tried from other suggestions.

First try this....Press the H/L button for 35-40 seconds - do NOT release the button until well after 35+ seconds, you will see the blue light pulse. KEEP the button pressed for a futher 5+ seconds, then release. The time AFTER the blue light pulses is not critical, just make sure it's pulsing steady.

DO THIS TWICE

Then look at your display and click ''Replace Heat Link''

Make sure you have the correct 6 digit code, and to confirm that look INSIDE the H/L cover at the left hand fixing screw. Do NOT assume the cover numbers are correct, but just for your reference check the 2 match.

------------

1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue.

2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds. (Hamburger reset) 

3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.

4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen. 

5. Go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link, but do not connect just yet.

6. Restart the Heat Link twice (1 restart is a 30 seconds press, until the LED goes off once). 

7. Press connect on the display.

---------------

1. Make sure that the display is seated correctly on the base.

2. If the thermostat is on a stand, move it closer to the Heat Link.

3. Go to Technical Info> Power and check the battery level. It should be above 3.8 V.

4. Turn off the wi-fi router and all the bluetooth devices.

5. Reset the Heat Link(press and hold the button in the middle for about 45 seconds, until the LED is slowly pulsing blue)

6. Press check again on the thermostat.

7. If that doesn't fix your issue, select Reset Pairing.

8. If it still doesn't connect, select Replace Heat Link.

9. Type in the entry key found on the bottom side of the Heat Link, but don't press connect yet.

10. Reset Heat Link twice(step 5).

11. Press connect.

--------------

The system was installed by the previous owner, to my knowledge this was done when they renovated the kitchen which is probably 3 years ago now.

To my knowledge both heatlink and display was not replaced at any point.

I have tried different positions, but currently with the above instructions followed. It is positioned wireless and within 20cm radius range. 

Can you elaborate the part of heatlink being out of manual mode? 

[maedacortez]

Hi Rekema,

Thanks for your reply. I understand that you tried all the troubleshooting steps to resolve the inconvenience, but nothing worked. I recommend you try the next step.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

I will be awaiting your response.

Regards, 

Manuel

[Rekema]

Hi Manuel, I have just filled out the form.

Thank you and appreciate the help. 

[maedacortez]

Hi Rekema,

It seems that you didn't fill out the form. Please make sure that you use the correct email and check once you're done.

Let me know if you have any further questions.

Regards,

Manuel

[Rekema]

Hi manuel,  I completed the form again a few days ago. Would I get an automatic confirmation to know the form have been filled correctly?

I followed as instructed, but I've heard nothing back.

Thanks.

[Frustratedddd]

2 weeks this has been going on, and all you need is as stated a temporary connection to pair. You could have easily done this as 12v is safe for you to connect. I could have even reset back to factory for you, but sadly the mods got involved!

I still suggest get someone to do a temporary connection, and your system will be working  afterwards. 

[maedacortez]

Hi Rekema,

Thanks for filling out the form. You will receive an email to continue with your situation with your Nest Learning Thermostat device.

Regards,

Manuel

[Frustratedddd]

Try READING the post, and you may then get a grip of what's going on!!!

[Rekema]

Hi, thank you for all the help. 

I attempted and managed to hard wire the thermostat to the heatlink with a 1mm 2 core wire. ( not sure what is recommended, but this worked). 

After being wired, i managed to connect to the app too. However the wireless set up was still an issue. 

I factory reset the thermostat and when trying to connect to the heatlink wireless, I held the heatlink button 35s x2. ( may not be necessary). But this worked.

I removed the hardwire and all seems to be fine. 

Thank you so much for the help.

[Frustratedddd]

Finally!
Let this be a lesson for other people and especially the so called EXPERTS on the forum! Read he posts on the forum, and listen to people who have solved the issues in the past!

You could have used a bit of wet string for the connections as it’s only 12v, but at least your working. 

2 weeks waiting and forms to fill out, but in reality 2 minutes to get the system back up and running!