Replacement Theromstat not connecting with app or heatlink

[BravoDaddy]

Got a replacement thermostat (old one got wifi chip issue)

Plug in the replacement thermostat, and press the heatlink till it show a blinking blue light twice. 

Choose replacement heatlink in the thermostat, enter the heatlink code, it will try connecting it but after trying for a few minutes, it will say fail to connect heatlink wirelessly. I have try reseting both thermostat and heatlink still could not pair them. 

The code on the base of the heatlink is also different to the one showing on the thermostat. 

The thermostat will not connect to the app “there was a problem connecting to the service. Try again later.”

wifi says it is connected.  All other wifi devices working in the house 

[Frustratedddd]

Are you a wired connection or wireless only between the display and heat link?

[BravoDaddy]

I am wired as well.  

[Frustratedddd · Accepted solution]

Wired is good.

You say the codes are not the same on the display and the Heat Link, the reason being, they are not a matched pair anymore, as someone has changed one of the units for another item. That person being you with the replacement display.

Did you reset the Heat Link by pressing the button for at least 30+ seconds, NOT just a few seconds? Press the button and keep pressed do not release for a good 30+ seconds, the blue light will go off, but keep pressed. The blue light will pulse, but you must do that for at least the 30+ seconds no less. Once pulsing, then and only then release. Do that twice. Make sure you have the 6 digit code from the Heat Link, and take the number from the left hand fixing screw, as sometimes the lids can be changed and that number will not work.

Try that see if it works.

[BravoDaddy]

Hi,

thank you for explaining.  Fortunately I had the old nest, so I went and got the heatlink code off that and it worked.  It’s now connected, but I still can get the App to connect.  Keep saying try again later.  Any ideas? 

[Frustratedddd]

Sounds a little odd using the old code. Check in settings - equipment - heat link.

See if you are wired AND wireless. You could be wired only.

Regarding the app, I would delete and reinstall the app. You might even have to delete the thermostat from the account in the app and start again.

[BravoDaddy]

Hi ya,

yes.  Wired and wireless working fine.

The only issue now is the app. I’ve deleted and downloaded the app, and I’ve rest the best, but it keeps saying try again later.

wifi is working fine for everything else, including this phone.  

Really confused as to why it wo T connect. I need the app as I want to programme the water. 

Any ideas, much appreciated 

[BravoDaddy]

reset the nest,

not rest the best

[Frustratedddd]

You have factory reset the display, yes?  Check settings-network see if your networks there and thats all connected ok. 

[Frustratedddd]

Also make sure wifi and Bluetooth are enabled on your phone/tablet

[Frustratedddd]

Oh, and another thing that might help, try to connect the Nest on 2.4 not 5ghz. That does cause grief at times 

[Vladut]

Hi there, just checking in with you. Did you manage to check the last message?

[LarisaL]

Hi @BravoDaddy, thanks for reaching out! I'm really sorry to hear about this situation. We'll need to check the ms ping value. That being said, please go to Settings > Technical Info > Network and let me know what is the value of the ms ping when the thermostat is connected to WiFi and hotspot.

@Frustratedddd thank you for your intervention. 

Many thanks, Larisa.

[BravoDaddy]

Hi all, working now.  For the heatlink I used the old password stored in the previous thermostat.  For the Bluetooth issue, I had to reset my phone, the thermostat and the wifi, and make sure that the app was on always connect, not only when using the app.  All sorted now 

[Vladut]

That's great to hear. Let me know if you need anything else!

[TudorL]

Hi there, just checking if there's anything else I can do for you. 

[Paul_R]

Hi there! Since you haven't replied in a while, I'll have to close this thread. If anything else comes up, please feel free to reach out again. Have a wonderful day ahead!