Thermostat Always disconnecting

[Bobindublin]

My Nest thermostat continually disconnects from the boiler. It’s frustrating as it’s impossible to keep the house at a constant temperature. I can even put the thermostat next to the boiler and it takes forever to connect. It will go for days with no issue and then days where it continually drops connection. Is there something at fault here

[george_t]

Hi @Bobindublin,

Thanks for reaching out. Could you tell me please when did the situation start occurring first and when was the thermostat installed?

[Bobindublin]

This situation happens on a regular basis. There will be no problem for over a week and then it will do it continually for a day. I can’t remember the exact date, but the thermostat was fitted around 7 years ago.

[george_t]

Thank you for the details. Could you go to the thermostat Settings > Technical Info > Power and send a photo with the power readings? Also, is there any message on the thermostat display when it disconnects from the Heat Link?

[Bobindublin]

The message I get is the thermostat is unable to connect and you get the option to check again. I’m struggling to add a photo as I’m replying from an iPad and cannot work out how you do it. In the tech info it says, battery 3.897 v, Vusb 4.86 v, Vin 0.00, lin 100 ma (c). At the time of checking the settings the controller was actually disconnected 

[AnaM]

Hey @Bobindublin,

Thank you for your answer, the power readings look good. Can you please also answer the following questions?

1. Have you had any recent power cuts in your area? If yes, has the error persisted since this power cut?
2. Has there been any recent work on the HVAC system?
3. Was the Nest thermostat moved during maintenance to a new location?
4. What is the distance between the Heat Link and Nest thermostat? Are the Heat Link and display on the same floor?
5. When was the thermostat installed?
6. How is the Heat Link being powered when trying to pair it?
7. When did the issue start?
8. When was the thermostat installed?

[Bobindublin]

In response to the above.

1 There have been no power cuts

2 no maintenance has been carried out

3 it’s not been moved

4 the distance is 10-12 metres and they are on the same floor

5 it was installed in 2015

6 it’s powered by the main supply

7 we’ve had the issue for 2-3 years

[DragosC]

Thank you. Could you tell us please if the thermostat is on a stand or hardwired to the Heat Link on the wall? 

[Bobindublin]

It’s on a stand.  Thanks 

[DragosC]

Understood. What is the color of the LED on the Heat Link? 

[Bobindublin]

It’s currently orange, but that changes depending if it’s connected or not

[DragosC]

Understood. I put in here some steps to help you connect back the thermostat with the Heat Link. The steps need to be fulfilled in this order only.

Before following these steps make sure of the following:

- The thermostat is connected to the base and to a power source and it's getting power (You can check in the "Technical info" option, and after that in "Power", the battery needs to be above 3.8 in order to maintain a constant connection with the Heat Link, however, if it's not, let it charge until it is).
- If you have the possibility (the thermostat is on a stand), bring the thermostat and the Heat Link as close as possible only for the pairing process, after that, you can move them anywhere in the 30 meters radius

1. Gather the 6-digit entry key located on the bottom side of Heat Link's case, near the screw that holds the case together.

2. Select the option "Replace Heat Link" on the thermostat (you will have a message saying that the thermostat failed to connect wirelessly to the heat link, you just need to continue and you will receive a screen with 4 options: check again, reset pairing, replace heat link and technical info, the correct option in the third)

3. Put the 6-digit entry key in there but don't confirm it. Just write it there and stop when you see the word "Connect" highlighted.

4. Press the "Nest" button on the Heat link and hold it for 45 seconds until you see a slowly pulsating blue light on the Heat Link. After that, wait about 5 seconds and press and hold it again for another 45 seconds until you see a slowly pulsating blue light on it.

5. Go ahead and press connect on the Thermostat's display and wait about a minute. You shall see the message "Heat link connected wirelessly" and the Heat Link's light shall be solid green. That means the devices are connected and working.

Let us know how it went. 

[Bobindublin]

I’ve just checked and there’s no 6 digit code on the heat link anywhere

[DragosC]

Thanks for letting me know. Could you send me a picture with the Heat Link please? 

[Bobindublin]

[DragosC]

I see now. It's a second generation of the Nest Learning Thermostat. Thank you. Could you tell me please how is the thermostat powered? Is it on a stand or hardwired to a wall? 

[Bobindublin]

It’s on a stand and powered from the mains. It’s plugged directly in the socket

[AndaD]

Alright, thanks for the details. In this case I'd recommend, if possible to try and bring your thermostat closer to the Heat Link in order to reduce the sources of interference which can cause the disruption of the connection. Please check out this article too, it explains more about how to minimize interference: https://bit.ly/3Or0UmO.

[CristianC]

Hi there. Just checking in. How's it going with your thermostat? 

[Bobindublin]

Still disconnecting regularly. It’s in a place a close a feasibly possible to avoid any interference from other electronics

[CristianC]

Oh no. How close is your Heat Link to the boiler or other electronics/metal objects? I see that it's installed right below something, but I can't tell what it is. Would love to see a photo of your Heat Link and surroundings. 

[Bobindublin]

It s close to the boiler and no other electrical equipment. Above it is the ceiling. I can’t see to attach a picture as it’s not allowing access to my photos as a location on my iPad

[CristianC]

Thanks for clarifying. What's the distance between the Heat Link and the boiler?

[Bobindublin]

about 10 metres

[AnaM]

Thank you. Do you have many devices that use Bluetooth and Wi-Fi around the house?

[Bobindublin]

Not really for Bluetooth, but like many households lots of Wi-Fi devices 

[DragosC]

Understood. Thank you. Could you tell me please how close possible could you bring the thermostat to the Heat Link? 

[DragosC]

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

[Bobindublin]

I can’t really move it any closer as it would be in a room which is heated independently by another source 

[DragosC]

Understood. In this case, I'm afraid we can't do much as the troubleshooting implies reducing the distance to see where the interference is meddling in the connection. 

[george_t]

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

[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.

[george_t]

Hi @Bobindublin. Just checking in, did you manage to read the last message from my colleague? 

[Bobindublin]

I have seen it, but haven’t had chance to do it yet. The heat link is now showing a solid green light, so it is connected. The steps you suggest should this help to stop the continual loss of connection.