TH013(4.8) Error - Nest E Thermostat not connecting to heatlink

[Hotchillydog]

Hi Community!

I have purchased a Nest E Thermostat (for a second property to save money rather than standard nest thermostat). The purchase was through E-acution site (un-used item)

I have managed to connect to the display unit but cant get the unit to connect to the heatlink. In addition i have read various threads from Nest to solve this (steps did not work including trying my wifes phone to connect it) and also resetting the heatlink. The error i get consistently is TH013(4.8). Not sure the significance of the 4.8?!?So at a loss now what to do!

i am waiting for Nest customer service to open but just thinking why its so difficult for the product to connect - i am sure many consumers would have already given up at this point. (Probably why others are selling them on ebay and picking a simpler product to set up!)

[kcruzgonzalez]

Hi Hotchillydog,

Thank you for posting in the community. I'm sorry that you're having the TH013(4.8) error during setup on your Nest E Thermostat. I understand how frustrating this can be. I'm here to help.

Troubleshoot TH013 and TH026 

You may get these codes when you're setting up your thermostat. 

Go through each step in this list in order. After each step, try to set up your thermostat in the app.

1. Restart your phone.
2. Use the app to check that your other Google Nest devices are connected to Wi-Fi and working correctly. The app will let you know if your devices are offline.
3. Move your other Google Nest devices closer to your thermostat.
4. Restart your other Google Nest devices.
5. Put your phone into airplane mode, then turn on Bluetooth and Wi-Fi.
6. If you have another phone available, use that phone to add the thermostat to your home in the app.
7. Restart your modem and router.
8. Switch your Wi-Fi connection to a mobile hotspot.
9. If you still get the code, your other devices may have become unresponsive, gone offline, or another issue may have occurred. 
   • Reset your other Google Nest devices to factory default settings, then add them back to your home in the app.
   • Then add your thermostat to the app. 

This process might take some time, but it's the most effective way to isolate the source of te issue. Let me know if you have any questions as you go through these steps.

Regards,

Kevin

[H2Oalex]

I’ve got the same issue and done everything you have outlined above. Several times. I now have a new thermostat which was shipped to me and same error. Very angry at this stage. This is replacing an old one which worked perfectly for 10 years. I’ve literally reset everything more than 10 times and it will not connect. 

[Hotchillydog]

In the end spent more than 45 mins on several calls with Google Experts to be told my product was out of warranty and would not be replaced. Went and bought a Hive Thermostat - in 2 hours it was fully installed! 

Think Google/Nest need to look at ‘fishbone’ diagram and look at this product fault - and understand what the root cause is - and why so many people are experiencing it. I think its an issue with the Nest E model in particular!

[H2Oalex]

so fed up with this, its been 4 days now, and no support online now? seriously? 

one more try using this forum then its going back, and will never use them again- apple never have these issues with hardware. sort it out... 

[CrunchTech · Accepted solution]

Hi Hotchillydog and others,

Same problem with me and also had my Thermostat E replaced and again hit the same TH013(4.8) when trying to add the heatlink. I spent a total of over 10 hours testing, trying everything suggested and a lot more. And now, I fixed the issue. 

What I finally did was:

- remove my (email) login account from Nest (there's an option for that in the Nest App, you'll get a load of warnings but I continued and it the end Nest confirmed the account was removed on their side)

- set up a new account using Google login instead of an email login (I got some vague idea on this by inspecting my iPhone exception log that I was able to generate, btw the Next app internal name is Jasper, check exception logs for this name)

Re-installed the Thermostat E and there's it was, everything went fine. Unbelievable. 

I hope this will help somebody (H2Oalex?)

Best,

Ton P.

[globalschreibs]

How did you get it into your main house after that? Or did you have to move ALL of your other Nest products to it? Or do you not have any other Nest products? 

[CrunchTech]

I didn't have any other Nest products so after deleting the account I created a new home. My other google products are managed through the Google Home app (which also supports Nest Learning 4t gen). Some additional note on my fix:

- My original email login was a gmail address with a custom domain. I'm not sure if is part of the issue.

- I'm pretty sure the TH013(4.8) error was introduced during some recent Nest software update. The support persons I spoke with did not know this error code and had no documentation on it.

So, it seems to me that the problem only occurs when you use a (gmail with custom domain?) email address to login and - for some reason - you need to reset and reinstall your nest device (or install a new one) and it's a Nest device that can't be handled by the Google Home app (e.g. the thermostat E).