choose the last 4 digits of your thermostats serial number - no where to enter this in the app

[paulawaula22]

I'm in the process of adding a Nest Thermostat E with Heat Link to the Nest App, I have downloaded the app, logged in with my google account and clicked 'add'. I scan the QR code and follow the instructions, then I get a 'something went wrong message with a TD023 error code... If I try 'without scanning' I input the 6 digit number and the next step asks me to 'choose the last 4 digits of your thermostats serial number', but there's nowhere on screen to 'choose' nor enter this... anyone know what's wrong here? How else can I get the Nest App or the Google Home App to recognise my device, please? Utterly annoyed that it's not 'plug and play'; it really shouldnt be this hard! @Jake 

[LarisaL]

Hi there! I'm sorry for the inconvenience this might have caused you. Please try to turn off and on the Bluetooth to refresh the connection, also make sure that there are no other devices connected to the Bluetooth, quit the Nest app and let's try to add them again. 

Many thanks, Larisa

[paulawaula22]

Thanks, tried turning Bluetooth off and back on several times… Not only have I quit the app, I’ve deleted and reinstalled it too - there’s  still no way to get past the screen with nowhere to enter the serial number digits 😞

I am about to purchase an alternative product as I can’t really afford to have no control over my boiler, nor to spend more and more hours trying to find a solution - it’s looking a bit rubbish really =[

[OannaCG]

Sorry to hear that. Let's try to create a new structure (test structure) and try to add it to that. Also, please use your mobile hotspot. 

[paulawaula22]

Apologies, I’m not sure what you mean by test structure… and in terms of my mobile hotspot, are you meaning to turn Wi-Fi off on my phone so the Nest connects to the web via my phone data somehow, by-passing our home router? Apols, I’m a little lost off…

[LarisaL]

Hi there! When you open the Nest App, you should have in the upper left corner an arrow pointing down (Android) or 3 lines (iOS). Press it, then press the "+" icon in the upper right corner and create a new structure. If the thermostat is still showing up on the old structure, please remove it by tapping on it, then Settings, followed by "Remove device". Activate a mobile data hotspot from a different phone, and from the phone you're trying to add the thermostat, connect to the mobile hotspot that you've just created. Afterwards, in the new structure in the Nest app, tap on "Add product" and follow the instructions on screen. Let me know how it goes.

[AlexD]

Hi, just wanted to check in. Did you see my colleagues suggestions? Keep us posted here on how it goes. 

[paulawaula22]

Hi, I’ve been struggling to follow the instructions because I don’t have access to a second mobile phone that allows me to create a hotspot…

[paulawaula22]

So, I was able to create a WiFi hotspot to use via my iPhone, on my work handset (Nokia), and I ran through the process you described (setting up a test ‘structure’ to add a device to) up to where the ‘scan QR code’ happened, and then I got “something went wrong” with the same error code (see screen grab)… I’ve tried the reset process (found here: https://support.google.com/googlenest/answer/9247296?sjid=15821018836802733621-EU#zippy=%2Creset-or-...) by following the link on the error screen, and, it just does the same thing again - arrives at the “something went wrong”…

 any further suggestions, please?

I’m very close to ditching this model and buying an alternative thermostat, it’s very disappointing 😞

[LarisaL]

I'm sorry to hear that. Let's try to move the thermostat closer to the WiFi router, restart your phone and put it on airplane mode and then turn on the Bluetooth and the WiFi. If you have other products in the same structure, please restart them as well and then please restart the thermostat display and Heat Link. To restart the thermostat display you'll have to grab it like a hamburger and then press, press, press and keep it pressed unit it turns back on. To restart the Heat Link you'll have to press the button once to wake it up, press it one more time and keep it pressed until the light is solid yellow. Once you've done these steps please try to add the thermostat in the app, but make sure the Heat Link is awake all the time (the pulsing blue light is showing).

[AlexD]

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

[paulawaula22]

Thanks. It’s still not working.

[UanaC]

Hi there, Paul! I'm really sorry to hear about your experience with our product and I do understand how frustrating this might be. Is it okay If I reach you over the email you're using on this platform?

[paulawaula22]

Yes, that would be OK. Thank you.

best wishes

paula

[UanaC]

Thanks for confirming. I've just sent the email your way.

[UanaC]

Hi! Just wanted to check in with you. Have you received my email?

[UanaC]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Oana.

[paulawaula22]

Thanks for this. It’s still the same when I

get to the same screen. I’ve about given up now… just feels like we’re wasting our time. Perhaps it’s faulty?