Termostat E set up problem

[CarrickRob]

Hi there

I hope you can help as I feel like just getting my money back at this stage.  I have tried everything that was asked via this... https://www.googlenestcommunity.com/t5/Nest-Thermostats/Termostat-E-setup-issue/m-p/186867#M37728

I have now been able to set up Nest protect which works great but still can't connect the Termostat E.   The Termostat got connected last but then the Heat Link won't.   What could be blocking it??  Pretty weird that it's not working.  

Thanks - Rob

[DragosC]

Hi there @CarrickRob. I'm sorry to hear that.

Thank you for letting us know. From what I can see, in the previous thread we left at trying to pair it via a mobile hotspot from another mobile phone. Could you tell me please if you've tried that? 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[CarrickRob]

Hi and thanks for your help.  I will do another run-through of the steps again later and update you.  

[DragosC]

Thank you. Keep us posted. 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[CarrickRob]

Hi chaps, I'll let you know later on today.  Really appreciate the help.

[DragosC]

Thank you. Keep us posted. 

[CarrickRob]

https://drive.google.com/file/d/17gmWJsxMxPfH4lH5E_QKv74-ub5VEuyV/view?usp=drivesdk 

[CarrickRob]

Hey mate, I'm still getting this... So weird that I can't connect.  What could be blocking it?

[Vladut]

Thank you so much for the picture. Can you please follow the instructions as described in the message?

[CarrickRob]

Hi there and thanks again.

I have factory reset (about 20 times) both the Termostat E and Heat link , and also tried using a separate phone for a mobile hotspot, along with setting up a new home profile in the Nest app.  Still the same issue.

What could be the problem with it?

I have basically every Google Home and Nest device set up and this is the only one with any issues.  I'm using a Pixel 6 too.

[DragosC]

Thanks for letting me know. Could you tell me please if your network settings are the same as in the following article?  It is very important for some devices: https://bit.ly/3r29iNR

[CarrickRob]

Cheers again for all your help here...  I will look into this although why am I changing the WiFi network if it still doesn't seem to work with the mobile hotspot method?

[DragosC]

The hotspot is the most at hand backup WiFi network. But we'll have to test with the recommended WiFi settings as well. Let me know of the following details please:

Firewall settings >
DHCP lease time >
Network port 11095 enabled/disabled >
MAC address filtering On/Off >
802.11 wireless networks > 802.11 b/g/n protocol is turned on? >
WiFi channels set to Auto?
What is the encryption type of the WiFi network?
Is the WiFi router a dual band router (2,4 GHz&5.0 GHz) ?
Is the router in Power Saving Mode (PSM)?

[CarrickRob]

Ok... Looks very complicated mate.

I have using Nest WiFi router with one point.  Does that matter?

[DragosC]

If you can't manage to get that information from the router's settings, please contact your internet service provider (ISP) in order to provide you with those details. They matter, in fact, usually the network configuration is a complicated matter indeed, but it is necessary so we can send the case to our senior support team for review and find the root cause of the issue. 

[CarrickRob]

Great.. I'll get back to you when have all the details... Might take a few days if need to contact ISP.  Cheers for your help

[DragosC]

No worries. Take your time. Have a good one! 

[AlexD]

Hi, I wanted to check in. Did you get the chance to get in touch with them? No worries, no rush, make sure to let me know once you do. 

[AndaD]

Hi there again @CarrickRob, do you still need our help? Keep us posted. 

[CarrickRob]

Hi and thanks.

Is there someone I can speak to or are there any vids that show what the WiFi setting should be like?

[AndaD]

@CarrickRob 

Feel free to reach back again here or over at our support page: https://bit.ly/3adTfGB
Also, our number is free. You can ring us at 0808-169-2307, Monday to Friday – 08:00‑19:00, and Saturday to Sunday – 09:00‑17:00.

[Vladut]

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

[CarrickRob]

Yes pal, I'll call the above number on Monday.  Cheers for the help

[Vladut]

Glad I could assist. Let me know if you need anything else. Have a great day ahead!