Two defective nest thermostats / heatlinks

[olis]

Two defective thermostats/heatlinks. We have 4 nest thermostats controlling 4 heating zones within the same house but two of them are defective.

The first one has never worked correctly as it does not connect to the heatlink while in the zone that it is heating. It will connect while it is in a different zone of the house closer to the heatlink but even then often disconnects. The thermostat is never more than the 30m recommended distance and other heatlink / thermostat combinations do work at this distance which suggests that either this heatlink or thermostat or both is defective & able to connect over Mesh correctly. 

The second now shows a W5 error and now can't reconnect to network. All recommended checks completed. Other nest thermostats are on the same network without problem and no external factors or interference has been introduced so it is a hardware issue. 

I have run all the diagnostics recommended on the website so I would like both defective products to be replaced.

[Frustratedddd]

I can see you have had no reply!

I think you will be waiting a long time here for a replacement, as this is a help forum by users!

I would contact your retailer/installer as they are responsible for the product. Nest have a 2 year warranty, but why not contact the retailer/installer first?

[DragosC]

Hi there, @olis

Thanks for letting me know, and @Frustratedddd, thank you very much for assisting.

If you have a W5 message from the Nest Thermostat, please answer the following questions and let us know how it went and if you still have the W5 message on your screen after.

Let's try these troubleshooting steps:

1. Press your Thermostat's ring > Settings > Software > Update > Connect.
2. Reset the network settings on the Nest Thermostat from Settings > Reset > Network.
3. Restart your thermostat from Settings > Reset > Restart.

[DragosC]

Hi there @olis. We're just checking in. Do you still need our help? Keep me posted. 

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!