Two hours wasted with customer service today trying to resolve why my thermostat wouldn't connect to wi-fi and heat link. First thermostat lasted 6 months which developed the exact same fault. They agreed to replace the thermostat after less than a 30 minute chat. They don't want to know this time. Apparently it's because my "heat link is too close to the boiler", but the heat link has been working perfectly fine for the past 2.5 years... It's the thermostats that are at fault. Support won't do anything else until I get an electrician to move the heat link. And if it doesn't solve the issue then I'm out of pocket and they refused to replace the thermostat again. Tried to escalate the issue but the manager refused to speak to me. I'm possibly out of warranty, but they haven't told me that. And now they're ignoring emails. For something that costs near enough £200, surely you'd expect better quality and for a fundamental component to last a lot longer than 2 years!
Solved! Go to Solution.
I'm sorry to hear about your issue and hat you are not satisfied with the support received. I can assure you that our customers are our priority, which means we'll do everything we possibly can to get this resolved for you. If you were told that moving the Heat Link is necessary it means that we believe this may be the solution. I understand that it is frustrating, especially if it worked so far, but we've always updated our troubleshooting methods and steps based on the issues that our customers encounter so we can give a solution in a timely manner, which means that we wouldn't ask you to do something that we know would be just a waste of time.
Total Nonsense! Yet again a typical attitude from Google, ignoring messages.
Just to confirm. Are you saying you cannot connect to wifi AND the Heat Link?
First are you getting any error messages on the display? A common one for your issue is W5, anything like that?
Rather than move the Heat Link and pay someone to do that, why not connect the base plate with a USB cable and plug the display onto the base next to the Heat Link? Far easier to prove the set is working or not. Being to close to the boiler, and working for 2.5 years, probably says it's not location.
Yeah, I 100% knew that the Heat Link was working fine. I've since managed to get it connected! The support agent asked me to make a note of the 6 digit heat link code from the "tech info" section of the setup process. It turns out that it was a different code because I had the original thermostat replaced for the W5 error 2 years ago. I had a search round Google and found how to get the code from the bottom of the Heat Link. Of course I probably did this 2 years ago but completely forgot about it when I was on the call. I did mention that I had a replacement already and I'd done a factory reset, but assumed the agent knew what he was doing. So now it's connected, and I'm glad I didn't get an electrician to move the Heat Link! I finally have some hope after complaining on Twitter. Because I can connect the thermostat to the Heat Link ok now and I've completed the thermostat setup process, the case has been escalated to the senior team. The thermostat is now showing a W5 error, so that's the second one to fail in 2.5 years. My warranty expired on Jun 4th 2022, but surely for a known confirmed issue by Google, it should be replaced regardless.
That makes sense, you have a ''NONE'' matched pair.
Many users do not understand that from factory the sets are matched, but if you change either part, the system becomes a NONE matched pair!
The W5 is a common fault usually the wifi chip has gone. Pity really as these small issues are creating a real headache for Google, lucky Nest got out at the right time, with the W5 and the faulty part in the Heat Link.
The trouble with the warranty, that is with the retailer not Google. Where you purchased from gives you far more warranty with UK consumer law. For an item like this the retailer is expected to put right for up to at least 5 years. Look up UK consumer law. Trouble is now, your system has been swapped around by Google, so the retailer will refuse to help you.
Lets hope Google put things right.
Thankfully a member of the senior team has been in touch and I'm in the process of getting a replacement. Really hoping I don't experience this again, it's been such a pain the second time round!