Thermostat won’t connect on app

[Rachael_blonde]

Hello, I have just had my best installed on my boiler. When finishing the set up my thermostat just has the home icon and won’t move even when resetting. The app tries to connect to it but brings up a message something went wrong we’re having trouble connecting to your thermostat. 
I have been through all the advise pages it gives you and reset router, reset the thermostat but nothing seems to be working. 

[Jackifitz]

I am also having this issue. I've been trying to install my nest thermostat for 2 or 3 days now and I've done everything. Turned off all Bluetooth and factory reset twice. I'm literally so frustrated I'm about to uninstall and return the thing

[Rachael_blonde]

I’ve gone through the live chat and mine can’t be fixed, think it’s a broken one so waiting to hear back from managers about a replacement. 

[Anonymous]

Do you have other nest devices aside from this thermostat?

[Rachael_blonde]

Just the smart speaker 

[Anonymous]

What error message pops up when you try to add a thermostat from the app? You might have to be near the router or near the nest speaker. Others also have tried to reset other nest devices that have been added to their nest app, then pair the thermostat first, then the speaker.

[Rachael_blonde]

TD023 Is the error message. I haven’t got anything connected to the app at the minute. This was the first thing trying to connect to the nest app. 

[Markjosephp]

Hi folks,

I'm sorry to hear about the issues that you're having when trying to set up your Nest thermostat. I'd be happy to take a look into this for you.

It appears that the thermostat may be out of range or powered off. Let's try the steps in this guide:

1. Reboot the router for at least 2 minutes.
2. On the thermostat. Go to Settings > Reset > Account Connection > Reset.
3. After rebooting. Reconnect the thermostat to the Wi-Fi network.
4. Once reconnected. Go back to Settings > Nest App > QR code or entry key.
5. Ensure that the phone's Wi-Fi and Bluetooth are on and that no other Bluetooth devices are connected to it.
6. Open the Nest app and add the product.

Please let me know if that helps or if the issue still persists.

Thanks for the help, @Anonymous.

Best regards,

Mark

[EdwardT]

Hi folks,

I wanted to follow up and see if you are still in need of any help. 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.

Thanks,

Edward

[EdwardT]

Hi folks,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward