Thermostat wont connect to Wifi

[willdunsmore]

I have a Nest 3rd Generation Learning Thermostat, which was here when I moved to this house. I did not install it.

I have moved to Virgin Media Broadband in the UK. Since the move, it will not connect to wifi. I get the H71 error code.

I have tried to trouble shoot but cannot get it to connect. Virgin uses 5Ghz and 2.4 Ghz, disabled 5ghz or splitting them does not work.

The controller is stuck in a loop, I hard reset it and I can access the menu for around 20 seconds but then it takes me back to the error page. I have tried to reset and repair but nothing works. I cannot manually change the network becuase I don't get enough time.

I have a newborn baby and cannot control the heating on my phone app. It just says "Living Room Error".

Is there anything that is combatible with my new internet service?

Thank you

[Vladut]

Hi there, thank you so much for reaching out. Can you please try the steps below to connect the thermostat and the heat link and then I can assist you with the network: 

Turn off the WiFi router.

1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue.
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds. (Hamburger reset) 
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen. 
5. Go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 10 seconds press, until the LED goes off once). 
7. Press connect on the display.

[AlexD]

Hi, I wanted to check in. Did you see my colleague's message? Keep us posted here.