New house- Issues with missing QR code

[ThermostatHELL]

HELP! 
We moved into a new house that has a NEST thermostat, the heating worked, the thermostat worked, we reset it to factory settings to add the APP to our phones and its all gone wrong! 
We get as far as adding the QR code from the Heat Link, which is missing, so when we select "continue without scanning" and manually insert the code the app throws us out 
 
Its been 4 days, i spent three hours on a call with technical support, who made out they were doing me a favour by saying they would send a link to get a replacement thermostat and I'm being charged £200 to get it 

I can't warrant £200 just because of a QR code. 

WIFI is strong, its the latest version of the APP, does anyone have any more recommendations? The call centre just kept making me reset 

 

 

[Frustratedddd]

Which model thermostat do you have? Upload a picture if you do not know.

[sicsacol]

Hi folks,

Thanks for reaching out in the community. I'm sorry to hear you're having difficulties adding your Nest thermostat to the app. I understand it can be frustrating when the solution provided isn't what you wanted. No worries, I'm here to help.

As you mentioned you've already contacted our support team, could you please provide your case ID? This will allow me to access your support history and check the status of your case more efficiently.

Once you provide the case ID, please let me know and I'll be happy to look into this for you.

Regards,
Jonathan