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nest thermostat

feeniks
Community Member

what's the deal with the email about nest thermostat replacement because of failure to draw power from heating and cooling system? phone number is no longer in service. this is the third email i've received. if google knows there's a problem with my thermostat and instructs me to follow up about it, why is the phone number no longer in service? i have to believe it is a fake email because why would any company be so incompetent as to continue putting a failed phone number in an email it's asking me to respond to?!

6 REPLIES 6

David_K
Platinum Product Expert
Platinum Product Expert

Hi @feeniks Would you mind sharing a screenshot or photo of the email?

zoeuvre
Community Specialist
Community Specialist

Hi folks, 

 

@feeniks, thanks for reaching out. I just want to check if you managed to see the response above. Please let us know if you still have questions or concerns, as we'll be willing to assist you further.

 

I appreciate your help, @David_K

 

Best,

Zoe

feeniks
Community Member

PXL_20230620_144257575.jpg

@David_K and @zoeuvre

Let me know if there's a problem with viewing the photo. 

zoeuvre
Community Specialist
Community Specialist

Hi feeniks, 
 

Thanks for getting back to us. I’d like to take a look at this for you. Please provide the information for the following: 

 

  • C-wire power source (C-wire to HVAC system, add-a-wire, or AC adapter).
  • Photo of wiring to the backplate.
  • Did the customer add a C-wire or change their wiring after they paired?
  • Heating, ventilation, and air conditioning (HVAC) system type.
  • When was the device first paired?
  • Power reading from Tech Info (VIN, IIN, PS-*)

I’ll look forward to your response. 
 

Regards,

Zoe

zoeuvre
Community Specialist
Community Specialist

Hi there, 

 

I wanted to check and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.
 

Thanks,

Zoe

Jenelyn_O
Community Specialist
Community Specialist

Hey feeniks,

 

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know. 

 

I appreciate your help, @David_K and Zoe.

 

Best,

Jenelyn