Nest Thermostat Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial setup or helping the guest with a setup that they already started?

3. Mounted

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Has the guest already wired and mounted the thermostat?

4. Network Credentials

Does the guest know their Wireless Network name (SSID) and Key?

5. Basic Navigation

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Before we begin, let's take a moment to understand how to interact with the user interface of a Nest thermostat.

• Display: The thermostat is circular with a glass face. The face is the display.
• Navigation: The outside of the thermostat is a ring that rotates. (Think combination lock)
• Selecting: To select something, press down on the same ring that you used to navigate.

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6. Power Up

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The thermostat gets its power from the wiring in the wall that connects it to the home's heating/cooling system. If it is wired correctly and the circuit it is connected to is live, the device should be powered up and waiting on the home screen where it will ask you to press to continue.

Press to continue

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7. Select Language

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The default language should be set to English but the first step will be to select a language.

Have the guest press on language, turn to select English and then press on English.

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8. Connect to the Network

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Have the guest select Internet Connection and press on Internet Connection.
2. Press on Connect
3. Select their network and Press.
4. The guest will then be prompted for their wireless password. They will need to use the ring to select and press on all the characters for their password.
   • NOTE: Options in the ring include: Numbers, Letters (Caps & Lower), Backspace and Submit/Enter.
5. Once they have entered their password they will need to select the check mark

1. and press it to continue.

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9. Verify Wiring

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Once the thermostat connects to the network it will go to the Equipment detected screen where it will show which wires are connected to which leads. Since we did not participate in the physical installation and wiring of the device we will need to have the guest verify this for us. If they do match or if the guest belives they do match have them press continue.

Chances are if the guest had a professional install the thermostat for them, they would have already done this for them making it a moot topic.

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10. Location

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Next the guest will tell their thermostat about their location. Have them press Continue.

1. First it will verify the zip code. If the zip code is not correct, they can manually change it using the same rotate and press method they used to enter their password.
2. Next it will ask them about the type of location, E.g. Single Family, Multi-Family, Apt/Condo or Business.
3. Then it will ask where it is installed in the home, E.g. Bedroom, Living Room, Basement, etc.

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11. Equipment

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now the thermostat will ask the guest to tell them some basic information about their heating and cooling system.

Since we do not know the specifics about their heating and cooling system, we will need to ask the guest to follow the on screen instructions and fill out the information to the best of their ability.

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12. Test

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Next the thermostat will run a quick test to ensure the system is working correctly.

The guest will be prompted with a screen that gives them some systems to test, such as: heating, cooling, fan. The options will vary depending on the guest's heating and cooling system.

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13. Nest App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now that the thermostat is configured we need to add it to the guest account using the Nest App.

1. If the guest doesn't already have it installed have them install the Nest App from the Apple App Store or Google Play.
2. Launch the App and create an account. If the guest already has an account, have them sign into it.
3. Once the guest is signed in, have them tap "Add".
4. Choose "Nest Thermostat".
5. Enter the Key Code. To get the Key Code have them go to their thermostat and
   1. Press the ring to get to the menu.
   2. Select Settings and press.
   3. Select Nest Account and press.
   4. Then press Get Entry Key.
   5. It will then display the key the guest will need to enter into the App.
6. That's it, once the key has been entered the guest can begin using their thermostat and the App!

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14. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

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15. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

16. Refer to ISP or Router OEM

Inform the guest that without the router SSID and password, a wireless connection is impossible and refer them to their ISP or Router OEM accordingly.

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17. Mounting Options

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

We cannot remotely assist with the physical installation or wiring of the Nest thermostat because if it is done incorrectly or with an incompatible system it can result in:

• Electric shock
• Damage to the heating/cooling system
• Damage to the Nest thermostat
• Loss of heating and cooling control

The guest can either attempt to mount it themselves using the guide video on the Nest site or they can hire a professional technician to come to the home and mount it for them.

18. Direct to Video

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please direct the guest to https://store.nest.com/product/thermostat?selectedVariantId=T3007ES#install-your-nest3 to watch the installation guide video and ask them to call us back if they still need assistance once it has been mounted.

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19. Refer to Installer

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please advise the guest that they are always welcomed to callback for support or assistance with the thermostat once it has been mounted.

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20. Collect Info

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.

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21. Troubleshooting

22. Refer to Nest

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the troubleshooting steps did not resolve the issue we will need to refer the guest to Nest for futher support.

Please refer the guest to Nest at 1-855-469-6378. They are open 24/7.

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