Nest learning thermostat not connecting. Google are ignoring me (it’s been a week!)

[Hannah20]

I have had my Nest Learning Thermostat for 4-5 years now. 
I went to turn on my heating last Friday (26 September 2025) but the thermostat was not connected to the heat link. 
I followed all of the online article to reset / factory reset / replace heat link / reset pairing as well as turning off all interference, placing both products literally next to each other but nothing worked. 
I raised with Google on Friday 26th September, via Facebook messenger, they told me to do all of the instructions I had already done from the support articles - this still did not work. They instructed me to fill out a form and raise an issue (case number 154671093). I have heard nothing back. I have followed up via messenger, via X, and submitted another form and it’s been a week of Google ignoring me and I still remain without any heating. 

can anybody help point me in the direction of how I can get support???? 

[Francespbray]

I have exactly the same issue.  I found an article on the Which? Site which stated the Nest is withdrawing app support for Nest thermostats from 25th October 2025.  If you look at the sctual thermostat it is still functioning and you can still control your heating from it.  However, it is very inconvenient.  We should all have received notice of this and the offer of an alternative make of thermostat at a 50% discount,  but I never did.  Why has the app link been switched off early?  Why is there no information on the app? I'm livid!!!

[Hannah20]

They have said they are stopping support for 1st and 2nd generation but 3rd gen is unaffected (and mine is 3rd gen). Apparently…! 

I can’t control my heating through mine at all because they are not paired so I cannot access through the app and because the thermostat is not paired to the heat link then there’s no way for me to access to actually turn it on. so incredibly frustrating isn’t it - and they don’t seem to care or want to help. 

[Francespbray]

I am a Which? member.  I will contact them and see what they have to say about this issue.  My Nest is a 3rd generation too, I think.  They used to have a good phone help service, as I remember but now it's just a messaging service.  Pretty shabby!

[Hannah20]

Thank you!! 

[Frustratedddd]

Can you confirm if the display is on a stand or fixed to the wall?

Do you have any lights on the Heat Link, if so what are they?

Whne you press the Heat Link button, does the boiler come on?

[Hannah20]

It’s on a stand. 
The heat link has a slow flashing blue light. 
Yes, when pressing the heat link button it turns the boiler on. 

[Frustratedddd]

I would think all that’s wrong with you thermostat is the system is confused. Because you are wireless connection this happens a lot. I have written many times how to solve this, so have a good search of my post replies and you will find out.

One quick easy solution first is…did you reset the Heat Link correctly? You must press the Heat Link button for well over 35 seconds, and keep the button pressed. Do not release the button just keep pressed, ignore any lights that flash during the process. Keep pressed, and I like to keep pressed for a good 45 seconds, until I see the blue light pulsing, then I release a good while after. Like I said at least 45 seconds.
Then try pairing by using Replace Heat Link.

See if that helps, but search my replies to users, that will help you. You are looking for the replies where you use a temporary connection. 

[Hannah20]

I have tried literally everything. Nothing is connecting them. 
Google have ignored me for 10 days now. I really don’t know what my options are. 😞

[Frustratedddd]

You say everything has been tried, correct?

I assume in that case you have tried the temporary hard wire connection I mention?