Thermostat says it’s heating but it is not

[Padma0506]

Thermostat stays heating but nothing happens. The house is freezing. The tech support have no clue. Please help

[Ashepherdson]

Is your furnace working properly ?  Depending on the type of furnace you have it could be a faulty pilot light ?  

[Padma0506]

Everything is working properly. Please let me know how to fix the problem or better still Ban the thermostat from the market. How can I attach a pic of the unit?

[Ashepherdson]

Keeping in mind that I am a community member and not an employee of Google, just someone trying to help.  I am escalating your issue for you. 

[Padma0506]

Oh thank you. 

 

 

[Padma0506]

I attached the pics of the unit and I want the service guys to trouble shoot this for me ASAP! I have small kids at home and I cannot let them live in a freezing home

[Ashepherdson]

Can you also take a photo of the detected equipment screen, this will allow the support person to see if the system is registering all the wiring 

[Padma0506]

I just did

[Ashepherdson]

It's a different screen, go to settings , equipment , will look like my attached photo 

[Padma0506]

Here it is 

[Padma0506]

I tried attaching the photo but nothings happening 

[Ashepherdson]

That's strange, it worked in your previous replies.   Can you tell me if the same 6 wires that you have in the base are showing up in the detected equipment screen?  

[Padma0506]

Yes they are

[Ashepherdson]

You said you already spoke with tech support, I assume they have had you reboot the thermostat?  How old is the thermostat, and when did this start happening ?  

[Padma0506]

They tried everything and it still doesn’t work. It’s new got it installed 2 weeks ago

[Ashepherdson]

Ah... Okay so here's the kicker...has the heat ever worked with your system since the nest was installed 2 weeks ago?  Also I should ask, are you in the usa or Europe(as Europe has completely different troubleshooting steps)

[Padma0506]

Yes I t worked briefly when I tested it after installation and I am in US. Can a google nest service guy also reply to this thread!? How do I get them to see it

[Padma0506]

I was using Honeywell before and it worked like a dream! My bad somebody gifted me this rubbish Nest and I invited trouble

[Ashepherdson]

I have escalated this already , if you prefer you can contact them directly, as this is a community forum and for your situation where you need it fixed right away a direct contact may be best.  

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

It is frustrating when things don't work right I get it, but personally have used my nest for 6 years without any issues... Just need to find out where the disconnect is and get it corrected!  

[Jake]

Hey Padma0506,

Apologies for the late response, and for the trouble you are running into with the heat not working. I wanted to reach out, and see if I can be of some help. Please be aware, that I am not an electrician or expert on heating/cooling systems. You said the device was gifted to you, correct? Do you happen to know if the base for the device is the original one that came with it? Are you getting any error messages when using the thermostat? I did find an article with some troubleshooting steps for heating/cooling troubles. Please let me know if that helps.

Thanks so much Ashepherdson for the help, and troubleshooting up until now. You rock!

Best regards,

Jake

[Padma0506]

I received a new thermostat base from Nest as a replacement but I am having the same issue even with this. The thermostat doesn’t heat when i set it to heat but instead the temp starts dropping. I have a heat pump (air condition like thing outside my house) please let me know if the wiring is correct.. I can’t seem to find the button here to attach a pic

[Padma0506]

Yellow wire - Y1

Green wire - G

Black - OB

White - W1

Blue - C

Red - RH

[Jake · Accepted solution]

Hey Padma0506,

I am sorry to hear the issue is still present. Thank you so much for sending in your wire labels as well. Do you mind me asking, are you able to double-check and ensure the base is reading all the wires attached?

If your system starts to blow cool air when your Nest thermostat is in Heat mode, I would recommend changing the settings for orientation of your heat pump.

 On your thermostat, go to Settings.

1. Select Equipment.
2. Select Continue.
3. Select Heat Pump.
4. The Nest Thermostat defaults to an O setting for heat
   pumps. 
   • If the O option is highlighted, select B.
   • If the B option is highlighted, select O.
5. Test your heating and cooling again to make sure the issue is resolved.

Please let me know if that fixes the issue, or if you are still having trouble from here.

Best regards,

Jake

[Jake]

Hey Padma0506,

I wanted to follow up and ensure you are good to go. Please let me know if you have any questions from here, as I want to ensure your system is heating properly.

Best regards,
Jake

[Jake]

Hey Padma0506,

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

[Padma0506]

Looking at the number of people having this issue I would assume nest would do something to stop this issue. You won’t expect a new system to give trouble and now I have to call the electrician to remove this system which means more money