Pairing heatlink

[Barrie1]

My Nest thermostat has worked perfectly for over 5 years but yesterday connection between the thermostat and the heat link was lost and I can not get them to reconnect. Any ideas?

[Vladut]

HI there, thank you so much for reaching out. Can you please tell me if you see any message on the display?

[Barrie1]

Yes it says Pair, Try Again or buy new!

tried several times with no success. 

[Vladut]

Would it be possible to send me a picture?

[Barrie1]

Well after trying on and off for 24 hours I read on line to try resetting the the thermostat and that worked first time, everything came back to normal. Why is that not mentioned on the Nest help pages??

thanks for replying. 

[UanaC]

Hey! Have you read this article: https://goo.gle/3Xt5gha. In here one of the steps is to reset the Heat Link.

Many thanks, Oana.

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

[Barrie1]

Hi Alex, no thanks all is working fine now. Just fail to understand why it does not ask for a thermostat reset when heat link won't connect.

[AlexD]

A reset is not always required. It depends on why the disconnection occurred. We want to always try the easiest options first, restart, pair again, etc.. A reset is generally the last step as if it is a full factory reset all settings will need to be set back up. I will go ahead and close the thread down but if anything comes up, make sure to open up a new one.