nest thermostat

[pattyscal]

I had the same thermostat on my home for the past 2 years.  It no longer would turn on my heat.  We took the upstairs thermostat and put it downstairs and everything worked fine.  So, we purhased a new thermostat same model number it came this morning.  We plugged it in and charged it.  Now, when I turn on the heat both air and heat come on, but do not do that with the thermostat I bring down from the upstairs.  Can you tell me what to do?

Or is there a phone number I can call to speak with someone in person

[Eitanros]

Hello @pattyscal, 

Thank you for reaching out to the community. I'm truly sorry to hear the new Nest thermostat is blowing heat and cool air.  I'm happy to help you! 

To troubleshoot effectively, please answer the following questions: 

• Do you see any error code on the thermostat?
• What thermostat do you have? 
• Have you tried any troubleshooting steps?
• Did you connect the wires to the Nest thermostat in the same configuration as your previous thermostat?

In the meantime, please follow these troubleshooting steps:

• Ensure all wires are securely inserted into the corresponding terminals on your Nest thermostat.
• Verify that the wiring configuration on your Nest thermostat matches the previous thermostat's setup.

Please let me know how it goes.

Best regards,

Eitan