Problems with Nest thermostat

[NestUserHelpNee]

Hello

My Nest thermostat keeps saying it needs to shut down to recharge but it never actually shuts down.  It is permanently connected to power.  I keep re-setting it to get the heating to turn on but it says it needs to shut down after a short time and stays like that.  What should I do?  Do I need an electrician or heating engineer to help me?  Or should I reach out to Google Nest?

Thank you

[Houptee]

Did you go into the settings and check the voltage shows 24-30V?

You can try removing the Nest and on the back is a micro USB port that a phone charger fits, charge it up for a few hours and try again (as long as you are seeing proper voltage on the power test menu).

[NestUserHelpNee]

Hi it has 3.54 volts.  I’ve read it might need a c wire.  Is that correct?  Thanks very much for responding.

[Houptee]

Is this the Nest non learning? The one you touch the edge and has mirror glass?

If yes then you need to have a C wire to provide power.

The Nest Learning with the rotating ring does not need a C wire in most cases depends on how many wires.

Can you post a pic of the wires to the base you have now.

And do you have any extra unused color wires in the thermostat cable that could be used for the C wire?

[NestUserHelpNee]

Hi

Thanks so much for trying to help.

I am way out of my depth!  My Nest learns, I know that much.

I tried to take the base apart today to access the wires but I don’t have a screwdriver small enough so I cannot see the wiring.  I can obviously buy a smaller screwdriver but if anything needs to be done to the wiring I definitely need help. 

The voltage went from 3.54 to 3.93 this morning when I plugged the thermostat in directly (I.e. as opposed to it’s usual connection via the base).  I reconnected it to its base after about 4 hours because I desperately wanted some heating and the voltage has gone back down to 3.54.

It has worked without any problems for ~5 years.  I am going to plug the thermostat in to charge without its base overnight tonight.

If it still isn’t working tomorrow morning, I would be grateful for advice on where to go for help.  I have asked 2 heating engineers who are family / friends and they couldn’t help.  Do I need an electrician?  Should I contact Nest?  

Thank you!!

[Houptee]

Are you in USA?

You need to tell us the model you have look at this link and report back which Nest you have.

https://support.google.com/googlenest/answer/9246551?hl=en

[NestUserHelpNee]

I think it's a 3rd gen learning Nest.  It's definitely learning and in the technical info on my app it says it's model display-3.4.  Ive attached a few photos.  I'm in The UK.  I understand if this means you cannot help but still appreciate any guidance on what I should try next.  If I get a random expert without knowing what I need I will probably be ripped off.  Thank you, I am very grateful.

[NestUserHelpNee]

[AndaD]

@NestUserHelpNee

Hey there, thanks for reaching out. I'm are sorry that you're having troubles with your thermostat, but no worries — help is here. Could you tell me when it started happening? Also, can you confirm that the thermostat was charged off the base directly into the USB mini port on the back of it? Keep me posted. 

[NestUserHelpNee]

Hi

Yes, I left it plugged in using the USB mini port overnight so probably about 7 hours.   It's constantly saying Thermostat is shutting down (but it doesn't shut down unless I reset it).

It started about a month ago when I started to use the heating again.  I had turned the learn feature off but the heating still kept coming on when I didn’t want it so (given cost of heating at the mo!) I detached the Nest from its power source a few times when I went to bed.  I then plugged it back in the next day and all was fine....until it wasn’t!

Do you think this could have triggered it?  I assumed it would just recharge.

Thanks a lot for your help.

Claire

[AndaD]

@NestUserHelpNee

Thanks a lot for trying these steps. Did you try using the Manual Mode on your Heat Link in the meanwhile? In this way you'll have hetaing in your house by operating it manually.

 I'll forward an email containing instructions regarding the steps you need to follow in order to have everything logged in our system. Please check your email and reply there but please let me know once it is done. We'll continue afterwards.
 

[NestUserHelpNee]

I pressed the button on the box attached to my boiler and something happened but the heating didnt come on.  I keep holding the thermostat down for 10 secs to reset it, then the heating comes on for a bit until I repeat it.  Thank you, amazing, it's blooming cold!!!  Ive got your email, will fill in the information now.

[AndaD]

@NestUserHelpNee

I'll have a closer look at what's happening after you complete the requested steps and we're going to see what can be done. Thanks for your cooperation. 

[NestUserHelpNee]

I've submitted my info so hopefully it's on your system.  Sorry but I did it 3 times - i didnt read your instructions properly regarding reference number and didnt want to get lost in the system!

Thanks again, much appreciated

[AndaD]

@NestUserHelpNee

No worries, I really appreciate that you followed the steps closely. As soon as the details are reviewed, I'll get back to you. 

[AndaD]

Now we'll need to authenticate your account. Please navigate to https://goo.gle/2zjncoz and sign in with the email address linked to the Nest account before clicking "Yes". Let us know when it's done please.
 

[NestUserHelpNee]

it didnt ask me to log in but it says that Google verified my account

[AndaD]

It seems that your account was successfully authenticated, thanks a lot. In order to create a consult with our Senior colleagues, I'll kindly need you to complete the following questions:

1. Is the display seated correctly on the base?
2. How often do you experience the error?
3. Did the issue occur right after the installation (24 to 48 hours)?
4. What color is the Heat Link LED?
5. Is the display responsive?
6. Do you have a message on the display?
7. Have you had any power cuts recently?
8. Have you had any work done on your electrical or heating systems recently?
9. Have you moved the display or Heat Link recently?

[NestUserHelpNee]

1. yes

2. Constantly - the thermostat is constantly shutting down.  I reset it by pressing it down for 10 secs and the heating kicks in but then it goes back to shutting down again

3. Ive had the Nest for years.  The problem started ~1 month ago when I started to use my central heating for the first time this year.  Because of the cost of heating I disconnected the Nest from power at night (it kept turning on when I didnt want it to even though I had turned off the learning option).  I reconnected it each morning but then one day this problem started.  I connected the thermostat to power via the micro USB overnight but it didn't help

4. The heatlink is the bit attached to the boiler right?  It is currently green and the heating is on (I reset the thermostat multiple times to get it to turn on).  I tried pressing the button on the thing attached to the boiler yesterday.  it reacted but heating did not stay on so only way I can have heating is to keep resetting the Nest every couple of hours.

5. display is not responsive most of the time.  When I reset it it is temporarily responsive until the heating kicks in and then it defaults to "thermostat is shutting down" and is not responsive

6. see (5)

7. no power cuts

8. no

9. no

[AndaD]

@NestUserHelpNee

Amazing, thank you so much for helping me out with these answers. As soon as my Senior colleagues will provide me with a resolution, I'll get back and inform you. In the meantime, I recommend disconnecting the thermostat from your Heat Link and try using the Manual Mode so you can heat up your house. 

[NestUserHelpNee]

How do I do that?  

[NestUserHelpNee]

I dont have a manual option in my app

[NestUserHelpNee]

Thermostat is off-line and unresponsive (it's constantly shutting down).

[AndaD]

I was referring using the Heat Link, the actual receiver near by the boiler. Disconnect your thermostat from it and press the button in the middle, when all the three lights are on, your boiler will fire up. You can switch it off in the same way, by pressing the button in the middle. 

[george_t]

Hi @NestUserHelpNee. Just checking in, did you manage to try the steps my colleague mentioned?

[NestUserHelpNee]

Thank you so much for checking in.  I worked out how to put my heating on manual - I removed all heating settings from my Nest so hopefully now it will only come on when I press the button on the Heatlink.  I reached out to a local Nest engineer and earliest he can come out is 5th January and it will cost a fair bit.  I wish I could diagnose what the problem is - if it's the base I could get a new one for a fraction of the price of the engineer.

[DragosC]

Many thanks for letting us know. That's an option as well and it would be for the best to have someone there to check it. Much more efficient. Good job. Should anything else come up, we're just a message away. Have a great day ahead and stay safe! 
 

[Vladut]

Hi there, just checking in with you. Do you still need help?

[NestUserHelpNee]

Hi Vladut, thank you all sorted.  A local Nest engineer came round yesterday and installed a new thermostat.  I appreciate you reaching out.  Claire

[AlexD]

I am happy to hear things are back on track now. I will go ahead and close this thread but if anything else comes up, make sure to open a new one. Have a great week ahead!

[Houptee]

Sorry I am not familiar with the UK version but someone else might be able to respond.

The Usa version looks totally different.

On this link at the top it shows in blue text UK Help center try clicking on that and possibly get UK help.

https://support.google.com/googlenest/answer/9246551?hl=en#zippy=%2Cdifferences-in-the-thermostat-ba...