Thermostat e shows download app logo can't connect

[Kris1]

Having issues. I've downloaded the App signed in etc followed the instructions to plug in the thermostat etc.. I keep getting the download  logo on the thermostat. Even after resetting it I can't link it in the app on my mobile tried the turn off and on reboot, sit it next to the router reset router etc etc etc ..  but still the download logo appears on the thermostat.. any help would be appreciated.. 

[Fionachunter]

I am having the same problem. I couldn’t connect to the network so I gave up trying and did a factory reset. Didn’t work so I reinstalled the app and removed the nest. Now it’s stuck on the download icon and I can’t pair it with the app. It’s ridiculous and have seen so many similar posts.

[Jake]

Hey all,

Apologies for the delayed response. I wanted to reach out, and ensure everyone is good to go. Please let me know if you are still having trouble with the download logo appearing on the device, as I would be happy to assist further.

Best regards,

Jake

[Fionachunter]

Nope - still the same problem. I’ve let it run down battery a couple of times too in the hope it would miraculously reboot

[Jake]

Hey Fionachunter,

Sorry to hear you are still running into the issue. Do you mind me asking if you have tried to reset the device after removing it from your account/app? Depending on the type of thermostat you have, the reset option can be different. I have attached the reset steps for the Nest Thermostat E or Nest Learning Thermostat below. 

1. Remove the thermostat from the base.
2. Pinch or squeeze it for 10 seconds.
3. Make sure that there aren’t any cables sticking out from the wall that might prevent the display from being fully seated. If there are, press them back into the wall.
4. Line up the display and base connectors and press the display straight onto the base until you hear it click into place.

Please let me know if that helped solve the issue, as I want to ensure you are good to go. 

Best regards,

Jake

[Fionachunter]

Hi Jake, I’ve tried that more than once, yes. But still no luck

[Fionachunter]

Is it possible to get a number to call for help? My heating is having to be on permanently

[George97]

Same problem here 

[Jake]

Hey Fionachunter,

I am sorry for the late reply. You can follow the link here to get in contact with our phone support team. Please let me know if I can be of any help from here, as I want to ensure you are good to go.

Best regards,

Jake

[George97]

It was identified as faulty by Google advisor. And I’ve been waiting since Tuesday ! To hear back from a senior advisor to organise a replacement 

[Jake]

Hey George97,

Please let me know if you have any trouble getting in touch with our Team as I want to ensure you are good to go.

Best regards,

Jake

[George97]

 I still haven’t heard back from anyone 

[Jake]

Hey George97,

I am sorry to hear you have not heard from our Team yet. I would be happy to look into the issue, and leave notes for the Team to reach back out ASAP. Do you mind me asking if you have a case number I can review? Please let me know, as I would be happy to review. 

Best regards,

Jake

[Jake]

Hey George97,

I wanted to follow up with you and ensure everything was good to go. Please let me know if our Team has reached out.

Best regards,

Jake

[Jake]

Hey George97,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

[Jake]

Hey George97,

I am sorry to hear you are also running into the issue. Do you mind me asking if you have tried any of the troubleshooting steps above? Please let me know

Best regards,

Jake

[George97]

It was identified as faulty by Google advisor. And I’ve been waiting since Tuesday ! To hear back from a senior advisor to organise a replacement