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Your description leads me to believe you have 2 thermostats. How long have you lived in the house? Did it work for you lately? Sometimes its just the door switch. If you have to remove it to change the filter or had it off for another reason hold the switch in by hand and try it. then check the door for correct channeling in the grooves provided and see if this is it.
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I would call out the installer, you said it was new, so it should be under warranty.
The "W" wire is traditionally the call for heat which may not be getting to the upstairs unit, and if it is, then the unit needs to be diagnosed.
Is this an electric or gass furnace - Eather of these can can have this problem its most recomendable that you call a seviceman .
in the case of electric furnace you may requier a new heat sequencer. And in the case of gass you may requier a new relay.
I have the same problem...any solution.
is this a zone system ?? does it have separate temp control devices in the home ?