Thermostat not connecting to heat link. Code n9

[Aa111]

Thermostat not connecting to heat link warning code is N9

[Frustratedddd]

You need to try a factory reset. Do you see an option for that?

[Aa111]

I’ve tried everything that’s why I’m on this site. This is not what I’m looking for I’m looking for someone from the nest company to sort out this problem .

[Frustratedddd]

You need to contact Nest in that case as this is a community site!

[Aa111]

I did. Contact nest and they gave me the link to this site , and it’s not the first time this is the second link they sent me to, yes I need to contact nest but they keep sending me theses links. Can someone from Nest please contact me to get this problem resolved.

[Frustratedddd]

People on here are here to help, but we need information not just a N9 fault. What has Nest advised you so far on their Tech phone/chat/email etc., after you contacted them? How far did you get with them?

[Aa111]

A BIG FAT ZERO I’ve had no contact with nest regarding my problem, no phone texts emails all there doing is passing the buck. Sorry to bother you on this site.

[Frustratedddd]

Sorry for being stupid here, but have you rang/chatted to them? Can you confirm these,

Are you in the UK,

Who installed the thermostat - ie you, Nest pro, etc.?

Which model thermostat do you have,

How old is it,

Any errors as N9 is unusual. N9 can point to a wiring fault, but in the UK that's not very common at all. I would stick my neck out and say it could be a base plate fault, but without information it's a guess.

I'm anti Google with their antics, but here to help if I can. People on here will try to help if you want them to. Start with your first post and that means nothing to us, just a statement.

[Aa111]

Think it’s me but I’m with you they don’t seem to care.  No I’ve never phoned them all done via texts by my son who is trying to help me, I’ve. Tried so many different things I’ve lost patience with it. The code N9 is the only thing that keeps showing up on the thermostat, it’s saying it’s a wire problem but I’ve had it checked out by the electrician and he’s saying it’s the wrong thermostat for our system !!!  Yes I’m from Uk my model is 3g 2weeks old was sent to me as the replacement for the first one we had that also had a problem with it so it was sent back.I’ve reset the heat link to factory mode and reset the thermostat. Thanks for trying to help but looks like this is hopeless.

[Frustratedddd]

OK, that’s more info. The replacement was that sent direct from Nest? How old is the original thermostat? Who installed it? 

Can you confirm you have 12v at the base connector plate?  Has the electrician confirmed that? Are you connected by usb or wired from the heat link to the base plate?

[Aa111]

Hi. The first one was about 6mounth old before we started to get a a problem with it that’s when we started corresponding with nest. The first one started not connecting to the Wi-Fi so they sent a new one. It was installed by qualified technicians so they could not say anything. Yes we have 12v base plate ,no we w are not wired to heat link doing it by wifi.

[Frustratedddd]

OK, couple of things here. You are in the UK, why did you not take the thermostat back to the retailer, why get involved with Nest? The retailer is your first port of call, and much more beneficial. Here in the UK they HAVE to replace, repair!!

Sounds like your install is via a stand connected via usb correct? Can you try this, press the display against the stand and keep pressed until you see a logo appear, then release. Which logo do you see, a little white house or the Google logo?

[Aa111]

It’s was my son who was trying to fix it has I’m 75 years old soo left it all to him.

It’s the little White House.

[Frustratedddd]

Oh well at least we have something in common our age - Snap!!!

The reason for asking which logo, is USA has the Google logo, UK has the Little House. That means your thermostat is the correct one for your system. I'm still thinking this is a base plate issue, as your display gets info from the base plate. Basically the UK display is a USA display hacked to work here, and I think it's getting the wrong info from the base plate.

Do you know anyone who has a similar thermostat you could put your display onto their base plate to see if the same error comes up?

The bottom line here is, if you purchased from a retailer I would have just TOLD them it's faulty get it sorted. Going through Google is madness, as the retailer is the one to get the thing repaired or replaced. UK consumer law covers you up to at least 5 years, and the retailer has no option within the 1st year anyway.

Just as a matter of interest, where are you located which county?

[Aa111]

Yip I think that’s what I’m going to do fed up trying to get any help from Nest..Just to let you know  i live in Scotland. Thanks very much for trying to fix it for me.

[Frustratedddd]

Yes as Nest is not the company that should be helping you anyway as I said from the start, the retailer or whoever you purchased the thermostat from, should have been your first port of call.

You couldn't be further away if we tried, as I would have come and helped if your were anywhere in my travelling area.

Anyway, if you know anyone with a similar thermostat, try your display on their base. Otherwise go back to the retailer.

By the way this is the way to get help from Google Nest, an easy search on the net.

https://support.google.com/googlenest/gethelp?hl=en

Product family - Thermostat

Tell us what we can help with: - Just put  - error code

click - wifi error message

click - next step

Ignor all the crap, just click - next step

Then you will see contact options. click Get a call,

Fill out the questions, they will call YOU!!!!!

[Aa111]

Just to keep you updated on my progress, you were right it is the base that is the problem, took it to my son at the weekend and tried it on his, I got the same error showing on his when I changed the base with his. So at least we know what the problem is now so will be in contact with the retailer on Monday and hopefully I will finely get this sorted. Once again thanks very much for trying to help fix this. 

[Frustratedddd]

Oh well at least you got help from a NONE Nest member! Let's hope the retailer understands your rights. Having said that, I think you said Nest replaced the display? That being so, you could be in the devil and the deep blue sea, as your original Nest now does not exist! Technically the retailer can tell you to get lost, as Nest changed the display for you!!!! Cross your fingers, let's hope that don't check the serial numbers. Good Luck.

Good job we ignored your first reply, and the electricians test!

I’ve tried everything that’s why I’m on this site. This is not what I’m looking for I’m looking for someone from the nest company to sort out this problem .