Nest thermostat connection issue

[Veronika1988]

I have had a nest thermostat from a few years ago bearly used stored away. Had it fitted to the boiler the other day to a new property forgot to factory reset the nest the heat link was fitted and the plumber said just connect the nest to the WiFi and will connect to phones and stuff. The thermostat was working manually with the boiler only. Tried to connect to WiFi but won't even allow any option Google help said factory reset the nest once I did that it disconnected from heat link and will not reconnect. Tried everything possible. I can't even get the heatlink to do a factory reset ( it won't flash the green and yellow). Asked Google but they said it must faulty but it worked in the morning just fine and nothing physically changed just got wirelessly disconnected. They say buy a new one. 

Any suggestions where I might be going wrong please? 

[EduardoN]

Hi Veronika1988, 

Thank you for reaching out to our support community! I sincerely apologize for any inconvenience caused by the connectivity difficulties between your Heat Link and Nest Thermostat. I appreciate the time you took to troubleshoot this situation. I'm here to help!

To help me better understand the situation, I'd like to ask you a few questions:

• Can the thermostat control how water and heating work?
• Do you see any error code in the app or in the thermostat itself?
• What lights are on the Heat Link, and what colors are they?
• What thermostat do you have?

Visit our Help Center to learn more about How to pair the Nest Thermostat and Heat Link.

Let me know if you have any other questions.

Best regards,

Eduardo

[Veronika1988]

Thank you but i had to change it due not able to find a solution. Had to get a hive instead thank you though.

[EduardoN]

Hi there!

Thank you for the tracking information.

I apologize for this situation. Since you changed your Heat link, I understand how this occurred. Please do not hesitate to contact us if you have any further questions or concerns.

Best regards,

Eduardo