I have had nothing but problems with my Nest and Google Customer Service. Can never get it to work on Wifi and it has an error code. It was a gift so I don't feel so bad by replacing. There are better equipment that works out there. Go thru your power company, they usually have things like these at half the price.
I would be more than happy to help you out. Are you seeing the error message on the thermostat or the app? I did also find a helpful article with some troubleshooting steps that could be of help. Let me know if that helps.
I've talked to Nest Support and as you start by asking the same questions they ask ask. How many times do I have to answer the same questions no matter who I talk to? I have 15 emails from Nest Support. I think Google needs to look at their support and revamp it. It a shame that Google actually calls it support. I did not pay for my Nest, it was a gift. I would not recommend a Nest Thermostate to others and it seems friends that have them say the same thing to include the person who bought me my Nest Thermostat. By the way, your support needs to have some thing for the hearing impaired as I am and its hard to talk to some one with an accent.
I am sorry to hear about the trouble and poor experience you have had. I would like to escalate this further and ensure you are being helped. Do you mind me asking if you could please provide the Case ID? I would like to ensure our Team has all the detailed information to assist you properly. Please let me know once that has been sent, and I will escalate this further.