Termostat E setup issue

[CarrickRob]

Hi there

Hope you can help as I have just received my 2nd device (haven't even returned the defected one yet) and I'm getting the same problem with intially setting it up.  I keep getting the TD003 error to reset it but it's doing nothing to help.  I was on to support for about 3 hours recently and they sent me a new one but still the same.  This time I was able to connect to termostat and it showed up on Home but noticed it was the a different network since I have home WiFi.  I changed it when I was connecting the Heat Link and can't install anything now.   

Any idea what to do?  Or do I need to call support and maybe talk to an expert?

Many thanks

 Robert 

[DragosC]

Hi there @CarrickRob.

Thanks for letting us know. I'm sorry to hear that. Could you tell me please if you can factory reset the thermostat (tap on the display 3 times and the fourth time hold it down until you can see a house with a circling arrow)  and the Heat Link (hold it down until you can see a slowly pulsating blue light) and try to connect them using a mobile hotspot with mobile data instead of a WiFi network.

Also, please create a new Nest home in the Nest app and add them there. Let me know how it went please. 

[CarrickRob]

Hi and thanks for your help.

It says "WIFI is needed to discover and setup nearby devices"

What else can I do?

Last night I was able to set up the Termostat on the original BB but can't connect the Heat Link.   I have home se to up with Google Wifi, and all the home devices, even the doorbell.   Nothin go works to get it connected and active, both the original or Google Wifi.  

No idea what to do??

[DragosC]

Please try with the Mobile hotspot and let me know how it went. 

[CarrickRob]

Hi.. the Nest app says "WIFI is needed to discover and setup nearby devices"

[DragosC]

The mobile hotspot should act like a WiFi network for setting up the devices 

[CarrickRob]

Cheers again but Nest says I can't use a mobile hotspot and need WiFi.

Could it be a WiFi setting, if so what's the most common issue with that do you know mate?

[DragosC]

Could you provide me please with a screenshot of the message you're getting? 

[CarrickRob]

 How do I do that?  Can you send screenshots here??

[DragosC]

Sure. You can attach pictures on the paperclip icon. 

[CarrickRob]

[DragosC]

Thank you for the picture. I see now. It needs 2 phones. One needs to be turned into a WiFi router via the mobile hotspot and the other phone that has the Nest app needs to connect to the other phone's hotspot. That way should work. Please try and let us know. 

[CarrickRob]

Thanks a bunch, I'm away from the device at the moment.  I'll do the mobile hotspot and let you know.  Really appreciate your help! 

[DragosC]

You're most welcome. Sure, no worries. Whenever you have time. 

[AlexD]

Hi, I wanted to check in. Did you get the chance to try the hotspot? No worries, no rush, make sure to let me know once you have. 

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.