Not able to connect

[Maciek11]

Hi. I’m not able to connect to the thermostat e. Error code dt023

[Maciek11]

Sorry td023

[David_K]

@Maciek11 To get the best support with that I'd recommend using the Nest Thermostat troubleshooter:

Nest Thermostat Troubleshooter

Select 'Help message', enter that code and follow steps.

[Maciek11]

 

[Maciek11]

That’s what I have when starting thermostat. Is that correct? 

[David_K]

That screen means setup using the app:

Add your Nest thermostat to the Nest app - Google Nest Help

[Maciek11]

Thanks but that what I’m doing then after trying to connect it’s dt023 error

[David_K]

What happened when you tried the steps linked in the troubleshooter?

[Maciek11]

absolutely nothing. Screen on thermostat is staying the same I’m able to restart it only. And app is not connecting to it. I have two the same thermostats and both are doing the same thing. What I’m doing wrong? Or they both broken? One of them is brand new. 🤯

[David_K]

So the issue remains after trying all the steps in the troubleshooter?

Turn on Bluetooth

Make sure your phone’s Bluetooth is on. Also, keep it within 5 feet (1.5m) of your thermostat until setup is complete.

1. Go to your phone’s Bluetooth settings and make sure it’s turned on.
2. If Bluetooth is already on, turn it off and then on again to reset the connection.

Troubleshoot Bluetooth connection

Other Bluetooth devices can prevent your thermostat from connecting to the app.

1. Go to your phone’s Bluetooth settings.
2. Check for any connected devices.
3. Disconnect these devices until thermostat setup is complete.

Troubleshoot your account connection

Reset your account connection on the thermostat:

1. On your thermostat, go to Settings > Reset > Account Connection. Your thermostat will restart.
2. On your thermostat, go to Settings > Nest app. It should say None if the previous account info has been removed.
3. Next, press the thermostat again and select QR Code or Entry Key to show the thermostat’s QR code or serial number.
4. Keep this screen open and use the Nest app to add the thermostat to your account.

   • Tap Settings in the top right.

     Select Add product and follow the directions in the app.

As you selected you're using iOS, I'd also recommend checking the initial steps under Step 1 here

Troubleshoot setup: Nest Thermostats - Google Nest Community

[Maciek11]

Unfortunately nothing of above is working 

[Maciek11]

Im not able to go device settings as this screen is on all the time. Also Bluetooth (from 3 other phones) can’t see the device 

 

[David_K]

In that case, press and hold the thermostat ring until the display turns off. Release the ring and then press it once to start up the thermostat again. After five seconds, the Nest thermostat display will turn on and start up (note: the display brightness may be low during start up.

[Maciek11]

After restarting it’s getting back to same screen and I’m not able to go anywhere to any thermostat settings. 

 

[David_K]

Appreciate you trying those steps. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[virnab]

Hi Maciek11,

Thanks for reaching out to our community. I'm sorry to hear you're having trouble connecting your two thermostats. I see that you are getting a TD023 error code every time you try to set them up. I appreciate the troubleshooting efforts you have tried and the pictures you’ve attached to help me better understand what you’re experiencing. But don't worry, I would be happy to assist you with this concern.

Thank you David_K for your help.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Virna

[Maciek11]

Hi. I’ve done the form. Thanks

[Maciek11]

Can you try it now. Thanks 

[Maciek11]

No. Still noone helped me. I’m without the heating still. Waiting one more day and this nest going to bin. No more google in my house. I’m very disappointed with customer service and lack of help. Going through only from one department to another. 🤬🤬🤬🤬

[Maciek11]

Looks like no one is bothered about this. Well done google well done nest and customer service. Thermostats for £200 and is not working.