Thermostat not turning the heat on

[hyunyi]

I am curious if anyone had a problem with a display and got it replaced.

I have 2 thermostats control the same under floor heating. I tried to test them out to get ready for the cold weather, I noticed 1 thermostat didn't turn on the heat. When I turn on the heat manually by pressing the heat link, the heat comes on. I just have to remember to turn it off. The thermostat says connected to heat link wired only and fails to connect to heat link wirelessly.

I have been contacting Google support for about 2 months now. Every time I talked agents, I went through the same trouble shooting and was told various things why the thermostat was not working. The worst one was my under floor heating control was not working properly and I had to hire an engineer to test it. All and all, they couldn't resolve the issue, so I was referred to senior staff who was supposed to contact me. I have been waiting for about a month now. 

I have been searching for solutions and swapped the display with another one after I watched a you tube posting. The heat comes on like it supposed to. This tells me the display is more likely faulty. I contacted the support again today and went though painful trouble shooting for a long time.  Finally I was told that my heat links were installed too close to under floor heating control box. The distance supposed to further than 30 cm. According to the agent, my under floor heating control device was interfering the heat link to work properly. So I moved the heat link, but the thermostat is having the same issue. 

My thermostat is still under warranty, but it seems impossible to get a replacement. 

[AlexD]

Hi @hyunyi , I am sorry to hear you are having issues with your thermostat and would be happy to try and assist.

Is the thermostat set up to control both heating and hot water or does it control just the underfloor heating? 

You also mentioned it is not connecting wirelessly. To confirm you are referring to the connection to the Heat Link not Wi-Fi, correct?

Best regards, 

AlexD

[hyunyi]

Only connected to under floor heating. Thermostat doesn’t link to heat link. Wifi is fine.

[hyunyi]

The thermostat was working fine last winter. I tried to factory reset and Heatlink is blinking blue for days now. So Thermostat says  Heatlink connected wired, but failed to connect wirelessly. 

[CristianC]

Hi @hyunyi,

Sorry for the late reply. Let's try these steps:

1. Bring the display and base closer to the Heat Link and make sure the boiler is not in between the Heat Link and thermostat - only if possible.
2. Turn off the router and other WiFi or Bluetooth devices ( router, speakers, cordless phones, baby monitor, etc. ).
3. Select Replace Heat Link.
4. Enter the entry key ( do not confirm it yet ) — you can find it at the bottom side of the Heat Link, near the screw.
5. Restart the Heat Link twice by pressing on the Nest button for 30 seconds each time.
6. Confirm entry key.

Let us know how it goes.

[hyunyi]

I tried many times with/without the support staff. When I swap the display with another zone, heat turns on. Just not with this. Also the  base crashes while connecting to heat link and goes blank and restart. I also tried with factory setting many times and that didn’t work either. Many times I contacted support, I was told senior staff would be call me, but I haven’t heard. 

[CristianC]

Hello again,

Sorry for the late reply. Did our senior representative call you back? Do you have a case number I can search for?

[CristianC]

Hello again. Just checking in. Do you still need my help?

[Latrail]

I could use some help, my heat will not come on. The AC comes on just fine. But when I turn on the heat it says in 2+ hours😑

[Jake]

Hey Latrail,

Sorry for the late reply. I wanted to follow up and ensure you are good to go. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jake]

Hey Latrail,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[Jake]

Hey Latrail,

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

[JillB37]

Same happened to me SEPT OCT time frame

Google a Trillion $ company could care less. They are too busy changing search algorithms to help their Globalist masters divide the country.