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Google Nest FAQ's

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Google Nest FAQ's Google Nest FAQ’s Professional Installer October 2020 Let’s go! | Confidential and Proprietary | Do not distribute Welcome to the Google Nest FAQ’s Here you will find some Frequently Asked Questions from both Branch Staff and Installers. Please use this information to assist with Google Nest sales and questions. Need any help? For assistance with technical aspects related to the Google Nest product range, including installation and any other issues related to the Pro Portal, Pro Finder and Pro network, contact the Nest Pro support team: Contact Us form at pro.nest.com/support 0808 178 0546 Monday to Friday – 08:00‑19:00 Saturday to Sunday – 09:00‑17:00 For help to grow your business with Google Nest, product-specific questions and sales support,contact the Field team: [email protected] 07908 740 199 | Confidential and Proprietary | Do not distribute Topics to be covered Product-specific ● Nest Thermostats ● Nest Protect ● Nest Cameras ● Nest Hello video doorbell ● Nest Aware and Nest Aware Plus ● Nest Speakers and Display ● Nest Wi-Fi Other ● Nest Pro ● Returns and Faults ● General Questions ● Product SKUs ● Additional resources | Confidential and Proprietary | Do not distribute Nest Thermostats ● What’s the difference between Nest 3rd Gen Learning Thermostat and Nest Thermostat E? The 3rd Generation Nest Learning Thermostat is a dual channel (heating and hot water) and Nest Thermostat E is a single channel (heating only) as well as design, features, wiring and price. ● How many Thermostats does my customer need for a multi zone system? As the 3rd Gen Nest Learning Thermostat is a dual channel thermostat it will control both Heating and Hot Water. If a customer has another heating zone, they will need a second thermostat to control that zone and so on. In conclusion, 1 thermostat + Heat Link per heating zone (this is only applicable for on/off boilers, not opentherm) ● Is the Thermostat Battery or Mains Powered? Both the 3rd Gen Learning Thermostat and Nest Thermostat E are Mains powered The 3rd Gen Learning Thermostat can be wall mounted taking the power from the Heat Link T1 & T2 Terminals or on a stand (additional purchase) taking power from a 12volt plug socket The Nest Thermostat E is powered by a 3 pin plug only on a stand, which is provided ● Can it control underfloor heating? Yes it can. The Thermostat works like an on/off switch. It will therefore be wired to the zone valve for that underfloor heating zone, possibly via the wiring centre or manifold. Again, the more underfloor heating zones the customer has, the more Thermostats they may need | Confidential and Proprietary | Do not distribute Nest Thermostats (continued) ● Can the Thermostat be controlled by Alexa? Yes but only the 3rd Generation Learning Thermostat, not Thermostat E ● What happens if the installer has a problem when fitting the Thermostat? Ask them to get in touch with Nest Pro Partner Support on 0808 178 0546 ● Can the colours be changed on the Thermostat bezel? No but it comes in four different colours so the customer can choose their favourite ● How do you master reset the Thermostat if having connection issue? You can do this on the Thermostat in the settings OR by holding the Heat Link button down for 30 seconds to do a complete factory reset..If fully factory resetting the Heat Link we also recommend to fully factory reset the display so that both can create the communication protocol again. Keep in mind that this will delete all settings and options on the display ● What type of boilers do Nest Thermostats work with? In short, they work with the majority of boilers, combi and system, open therm, air and ground source heat pumps, biomass, hydronic underfloor systems. You can also find our compatibility checker on our website if unsure ● The end users heating is coming on very early in the morning? This is a feature called True Radiant. The Thermostat has learnt how long your heating system will take to preheat in the morning to reach the target temperature. This can be turned off or adjusted accordingly on their app in the Thermostat settings | Confidential and Proprietary | Do not distribute Nest Thermostats (continued) ● Can the end user turn off the Learning feature and program it themself? Yes absolutely. Just go into the Thermostat settings and adjust themaccording to suit their needs. Then on the schedule they can add and remove times and temperature ● Are both Thermostats Boiler Plus compliant? Yes ● Do both Thermostats work with Open Therm boilers? Yes ● Do Nest have thermostatic radiator valves? No not at present but we work with other brands that do. These can be found and added via the Google Home app. | Confidential and Proprietary | Do not distribute Nest Protect ● Is it mains or battery? We have a mains option or a battery option. The mains has a battery backup in case of a power cut ● Is the Nest Protect a Heat Alarm? No. It has multiple sensors including a temperature sensor but it is not a stand alone Heat Alarm ● Can it be fitted in a kitchen? Yes but it must be at least 3 metres from a cooking source. More information can be found here Nest Protect Support ● Can these be fitted in a new build property? Your customer MUST seek approval from their regulation manager for the site. Please direct them to Nest Protect Product Specs for more information on the certifications it meets ● Can it be fitted on a ceiling as it’s a Carbon Monoxide alarm as well? It is a misconception that Carbon Monoxide Alarms need to be fitted down low. In actual fact, Carbon Monoxide has a density of 1.14 kg/m³ compared to air that is 1.27kg/m³. Making it lighter than air and thus needing to be up high ● What is the lifespan of the Nest Protect Smoke and Carbon Monoxide alarm? Standard ones are usually 7 years, is this the same for the Nest Protect? The Nest Protect has an up to 10 Year Lifespan | Confidential and Proprietary | Do not distribute Nest Protect (continued) ● Can the Protect be installed without Wi-Fi? You will need Wi-Fi upon set up but then can be disconnected. If the home doesn’t have internet, try hotspotting your phone. Add the products to the customers app and then turn your hotspot off upon completion ● How long do the batteries last? Roughly 5 Years depending on usage ● What batteries should I recommend to my customers when they need to change them? Buy like for like batteries like the ones that are already in the Protect. 2 x AA lithium batteries (L91) | Confidential and Proprietary | Do not distribute Nest Cameras ● What is the difference between the standard Nest Cams and the Nest Cam iQ? A few differences to note are the IQ cams have a 4K sensor, 3 microphones and speakers and 12x zoom and enhance. They are a more powerful product but not to take anything away from the brilliant Nest Cams ● Are the cameras battery or main powered? Mains powered via a three pin plug ● Can my customer run a CAT 5 cable to the camera or is it Wi-Fi only? You can not use CAT 5 cable as the product is Wi-Fi only ● Can my customer use their own hard drive or SD Card? No. The cameras have a cloud storage system ● Does the customer have to pay a subscription fee? No, but a Nest Aware subscription is available and Nest Aware Plus gives the customer the full benefits and features of Cloud Recording, Activity Zones and now, a one monthly fee for all cameras and doorbells* * Subscriptions automatically renew at the end of each billing period, unless cancelled via the Nest App | Confidential and Proprietary | Do not distribute Nest Cameras (continued) ● How does my customer know if their internet is strong enough? You can check the technical specifications atGoogle Nest Help - Cameras. Another, un-official method, is to go roughly to the area where you will be installing the camera, try and stream a video on Youtube using your phone while on the Wi-Fi. If you don’t experience any buffering or interference, the internet should be strong enough ● How many cameras can a customer have on one Wi-Fi? Bare in mind the more cameras streaming, the more bandwidth they will use. You can have up to 10 cameras per “Home” and 3 “Homes” per account. Cameras “Quality and Bandwidth” can be amended on the app to prioritise certain cameras and use less bandwidth on others | Confidential and Proprietary | Do not distribute Nest Hello ● Is the Nest Hello video doorbell battery? No, it needs a constant supply of power ● What transformers and chimes are recommended? Any transformer that can output 12-24V AC and minimum 8VA per Nest Hello Below are a few suggestions: Chimes Grothe: " LTW 1171A 24V"; 85 db Honeywell / Friedland: "D107 - 80 db, D113 80 db, D117 80db, D126, D128, D142, D143, D230, D239." Transformers BG CUB1 Dantech "DA651" Gewiss "GW96426, GW96432, GW96434, GW96782" Lewden "BT 0481-446" Zamel "TRM-24" Protek "BT8-16, BT8-16" ● Can Nest Hello video doorbell be wired without a chime? Yes. You can have it chimeless with just alerts to your phone or device or you can add a Google Assistant Speaker or Display to get an announcement when someone is at the door ● Can Nest Mini, Nest Hub, Nest Hub Max etc work as a chime? Yes definitely. It will also announce someone’s“ at front door” rather than just a “Ding-Dong” when Visitor Announcements are set up via the app | Confidential and Proprietary | Do not distribute Nest Hello (continued) ● Is the Nest X Yale Door Lock coming to the UK? No plans at this moment in time but you never know what the future holds ● There is a humming/buzzing sound coming from the doorbell, what should I do? Check that you are using the correct 12-24 volt AC at 8VA transformer and that the chime matches this.
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