Experiencing issues with the LED lights on your thermostat heat link in the UK? A small number of customers have experienced an issue where the LED light on their heat link doesn't light up and they can't control heating or hot water. This only applies to 3rd gen Nest Learning Thermostats. If this is you, we'd like to apologize for the inconvenience and solve this for you as soon as possible. The fastest way to get help is to visit our partner BOXT's booking form. Once you have submitted the form, BOXT will reach out to you within 2-3 days to arrange a service visit to get you up and running again. When filling out the BOXT form, a case number will be pre-populated for you.

Can’t connect Nest Protect to the app or Wi-Fi

Here are some troubleshooting steps to try if your Nest Protect won't connect to Wi-Fi, your Nest Protect is not connecting to the Nest app, or you received an error, such as P008 or P013.

Error codes

If one of these error codes appears, select it to view specific troubleshooting steps.







If one of these errors appears, or if there's no error at all, read below for some steps to help you add your Nest Protect to the Nest app.






1. Check the Nest service status

To check the status of the Nest service, go to Nest system status. While the service is down, you may also get a message 'The Nest service can't be reached at the moment' in the Nest app.

If the Nest service is down, wait for the Nest service to resume, then check if you can add your Protect to the Nest app.

2. Make sure that the app version is up to date

You can download the Nest app from Google Play or the Apple app store. If you already have the app, uninstall and reinstall it to make sure that you have the latest version.

3. Make sure that your home Wi-Fi is working

  1. If you've recently updated your Wi-Fi network's name (SSID), password or other settings, you may have to update your Protect's Wi-Fi settings in the Nest app.
  2. If you haven't changed any of these settings, check that your Wi-Fi network works for other devices.
    • If other devices are connected to Wi-Fi but your Protect can't connect, move on to step 4 in this article.
    • If other devices are disconnected from Wi-Fi, move on to step 5 in this article.

Tip: If you're using your mobile phone to check, make sure that it's connected to the same Wi-Fi network as your Protect and that mobile data is turned off. To help make sure that mobile data is off, turn on aeroplane mode and then turn on Wi-Fi.

4. Move closer to the router

You may have to move your Nest Protects and mobile device closer to your router as you try to add your Nest Protects to the Nest app.

5. Restart the router

Restart your router to reset your Internet connection. You should also restart any Wi-Fi range extenders or repeaters that you're using.

Note: Every router is different. You may need to consult your router's user manual for specific instructions on how to restart your router.

  1. Unplug your modem and router. You may have a combination modem/router, or they may be separate devices. All of the lights on your modem and router should be off.
  2. Wait for 30 seconds, then plug your modem and router back in.
  3. Your modem and router will restart. Wait for a couple of minutes or until you get steady power and connection lights. There may also be a quickly flashing data light.
  4. Once your router finishes restarting, test the Wi-Fi connection with another device.
    • If other devices reconnect but not your Protect, move on to the next step in this article.
    • If none of your devices reconnect, contact your Internet Service Provider to check the service status in your area.

6. Reset Nest Protect and restart mobile device

  1. Restart your phone or tablet.
  2. Check that Bluetooth and Wi-Fi are turned on.
  3. Reopen the app.
  4. Reset your Nest Protect to its default settings.
  5. Set up your Nest Protect. Make sure that you're using the correct SSID and password for your Wi-Fi network.

7. Check the settings on your Wi-Fi router or access point

Check your router's manual for instructions to find and change the following settings if needed:

Enable IPv6 or Multicast

If you want to connect a Nest Protect, make sure that your router supports IPv6.

When adding additional Nest devices, make sure that your router supports multicast and that it's on. Nest devices use multicast to communicate and set up connections with other Nest products.

Check if your router has wireless isolation settings turned on. This will prevent devices on your network from connecting to other devices in your home. Nest products talk to each other during pairing, setup and daily use, so they may not work properly with these settings turned on.

Turn on 2.4 GHz

Make sure that your router is broadcasting 2.4 GHz. Nest Protect can't connect to a 5 GHz network. If you have a dual-band router that broadcasts both 2.4 GHz and 5 GHz bands, give them different names so that you can connect your Protect to the 2.4 GHz network.

Parental controls or firewall security

High firewall security or parental controls can block communication with Nest servers. You can temporarily lower these settings while you connect your Protect to the network, then change the settings back once it's connected.
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