Replacement Nest Thermostat not working right

[WVCindy]

My original Nest learning thermostat worked great for about seven or eight months, then the thermostat on it went out, reading 78 when it was 61 in the house.  They sent me a replacement after being on the phone with customer service for two hours switching wires back and forth, but this new one isn't working right either.  EVERY time it kicks on, first it reads preheating for a long time, then it will read that it takes  two hours plus for it to reach temperature, even if I'm just raising it one degree, and it's 50 degrees outside.  FYI, this thermostat controls my heat pump.  It rarely kicks off, and when I either adjust the temperature down to get it to kick off or it stops, the temperature is several degrees higher than what it's set too.  I had my HVAC company come and check it and it was low on freon, but it's still doing the same thing.  I'm hoping there's a suggestion to fix this myself so I don't have to spend several more hours on the phone with customer support. 

[moralesvicente]

Hey WVCindy

It sounds like your replacement Nest thermostat is giving you some unexpected situations. Don't worry, let's try a few quick things to get your Nest back on track, before we jump on a call with customer support.

• Quick Restart: Sometimes a simple reboot does the trick. Hold down the ring on the front of the thermostat until it turns off and then on again.
• Double-Check the Wires: Make sure all the wires at the thermostat base are securely plugged in. Refer to the Nest installation guide for help.
• Software Update: Outdated software can cause issues. Check the Nest app to see if there are any updates available or in the thermostat (6.2-27) last update.
• Optimize for Your Heat Pump: Nest thermostats have a "heat pump balance" setting. Look in the app to see if adjusting this helps your system run more efficiently.
• Clear the Schedule: It's possible the pre-programmed schedule is causing the long heating times. Try resetting the schedule in the Nest app and manually set the temperature.

If none of these suggestions work, you may need to contact Nest customer support again. However, you've already done some troubleshooting steps, which will be helpful for them to diagnose the problem.

Regards,

Daniel