Nest thermostat connection

[StephenPolley]

I have a heating system with 3 zones and I have recently had 3 Nest thermostats professionally installed .

My internet is good 500mg + and I have a series of access points throughout the house providing good wi-fi everywhere. The 3 Nest controllers are placed in my integrated garage adjacent to the heating boiler. 2 zones work well with the  Nest thermostat but I can’t get the 3rd thermostat to work where I need it which is in my office. ( It will however work in most other areas but has connectivity issues when moved to anywhere in the office - H71 code)

Although possibly not relevant (because I’m not sure not how the controller and thermostat communicate i.e is it straight line site or can it route through access points) the wi-if is good and I also have an access point in the garage.

My questions are 1. Would you expect any range issues to be normally resolved by the access points? 2. Would moving the controller to the office ( a simple enough re-wire over about 20m ) resolve the issue? 3. Would the level of equipment in the office ( 3 computers, security dvd, printers etc. ) in itself cause the issue and if so what options do I have as the office is an independent zone and the thermostat can only be placed there?

My installer, although competent cannot resolve the issue. Any pointers would be welcome.

[TudorL]

Hi there and thanks for reaching our community, I'm sorry to hear about your issue, but I'm here to help. To begin with, the wireless connection established between the thermostat display and the Heat Link is via a Weave connection, separate from Bluetooth or Wi-Fi. If the distance between the two devices is bigger than 30 meters, you'll most likely face issues with connectivity, if not being able to connect the Heat Link wirelessly at all. Also, the devices that emit radio waves may cause interference, such as microwaves, cordless phones or baby monitors. In the worst case, the Wi-Fi may impose a small issue for the connectivity, but in this case, the best thing is to move the controller closer to the receiver and also check if the Heat Link is placed properly: at 30 centimeters away from the boiler and it's best not be surrounded by pipes of any metal. Also, I'll leave you some troubleshooting steps that should solve the H71 issue: 

Turn off the WiFi router. 

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 10 seconds press, until the LED goes off once). 
7. Press connect on the display.

If you have any other questions or the issue persists, please let me know. 

[LarisaL]

Hi there @StephenPolley! DId you manage to see the message from my colleague? 

Many thanks, Larisa.

[StephenPolley]

I did see the original message thanks and it was very helpful. I went through all the processes and I still had connectivity issues, but, all 3 thermostats then started working and all 3 have been holding connection for about 16 hours which looks hopeful! I haven’t touched the settings or temperature controls and I’ll see how it goes. Thanks.

[LarisaL]

Understood. In this case, is there anything else I might be able to assist you with at the moment?

[StephenPolley]

Larisal

Let’s wait and see if it has stabilised. 
Thanks.

[LarisaL]

Got it. Please let me know if the issue still persists. 

[StephenPolley]

I spoke too soon unfortunately. The office thermostat is offline again. It seems to be intermittent in that at times it resets itself and comes on line without intervention but other times like just now it won’t go back on. Not sure what’s happening.

[LarisaL]

Just to clarify, when you say that it is offline again, you mean that the thermostat is disconnected from the WiFi and it appears offline in the app, or that the H71 error is on the display again?

[StephenPolley]

Apologies - the thermostat shows’ failed to connect wirelessly to the heat link’