Nest not turning dehumidifier on

[nnwh]

I just had a brand new Nest 3rd gen and new standalone dehumidifier installed by HVAC professional. The wiring is correct (* terminal) and the dehumidifier turns on in test mode, but will not turn on when humidity threshold has been exceeded in any regular mode. I confirmed before install that it was compatible with the Aprilaire E130 and it was so long as a relay was installed in between it and the Nest, which it was. I saw another user with this problem, but it did not appear to be solved. https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-Learning-Thermostat-and-Whole-House-Deh.... Please advise why the dehumidifier is not turning on. Is my thermostat defective or does Nest not work correctly with dehumidifiers? I'm not having any luck with the phone tech support. We've gone through all the troubleshooting steps and all the wiring and settings are correct.

[aperezdeleon]

Hello nnwh,

Thanks for reaching out to our community.

Setting up a thermostat with a new system can get complicated sometimes. Let's take a look.

I want to know which wires are currently on the Nest thermostat besides the dehumidifier on the star connector. If you can show me a photo of the equipment screen on your Nest Thermostat, that would be great.

Can you tell me the humidity levels you set your thermostat to turn the dehumidifier on? Please keep track of the humidity level to ensure there aren't any sudden changes on the readout, as this could mean an external factor could cause the thermostat to get an improper humidity readout and not activate the dehumidifier as expected.

If the humidity level is above what you've set and the dehumidifier doesn't turn on, could you try to turn on the system (heating or cooling) and check if that makes the dehumidifier run?

Let me know what you find out.

Regards,

Angel.

[nnwh]

Hello,

Thank you very much for your reply. I tried to attach a photo, but it would not let me. The wires attached are Y1, G, OB, Rc, W1, W2, C, *. The humidity is set for 55%. I have been keeping track o f the humidity levels, and outside of when I turn on the A/C and the humidity lowers, there have been no sudden changes. The thermostat is showing the humidity is high but it won't turn the dehumidifier on. I did try the heat/cool mode and this did get the dehumidifier to turn on, but it does not work consistently. For example, it will be in heat/cool mode and say it is dehumidifying, but then I check and the dehumidifier is off.

Thank you.

[aperezdeleon]

Hello nnwh,

Thanks for your reply.

I appreciate your taking the time to detail how your system is configured. To determine what is causing the dehumidifier not to activate consistently, I suggest we look closer at how your system is wired and inspect the thermostat's terminals for proper functioning. because of that, feel free to fill out this form, doing so will allow my team to reach out to you directly via email so we can take a closer look at your system's wiring and determine the best course of action.

Let me know once you've filled up the form, I'll keep an eye out for your response so we can get back to you as soon as possible.

Regards,

Angel.

[nnwh]

I filled out the form last night. Thank you.

[nerys]

Hi nnwh,

Thanks for taking the time to fill out the form!

We'll contact you soon via email to discuss more details about your dehumidifier and your Nest Learning Thermostat (3rd gen).

I'll be here for anything else you may need. Feel free to reply to this post if you have any other questions. I'll be happy to assist further!

Best regards,

Nery.

[nnwh]

It has been two weeks since this message and one month since my initial support call, and no one has contacted me. The installer came out again and it was installed correctly, so we had to remove the dehumidifier from the Nest and use the controller from AprilAire. I've never had such bad customer support for a device that is either defective or does not work with dehumidifiers. As an original Nest customer from when the company started I am appalled to see how bad the support is now. I see I am not the only one with this problem, see https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-Learning-Thermostat-and-Whole-House-Deh...