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Can you provide model on the thermostat and let me know if you have a volt meter for troubleshooting?
The website does offer phone call service for an additional fee of 18.00.If you select the additional service offer, you may get a different technician.Accepting the offer automatically charges you for the question as well as the additional 18.00 phone call fee. We can work here until finished at no additional fee.If you do want a phone call and don't mind the extra fees let me know ,otherwise we will continue here