topic Re: Heatlink has stopped working in Apps / Account

Heatlink has stopped working

IrisGraham179 — Wed, 01 Feb 2023 19:10:32 GMT

Hi my Heatlink is constantly loosing connection. Nothing has changed in my home and it has always worked perfectly.
I’ve been through all the recovery procedures and it has connected but doesn’t last and now I have to run my hearing on manual

can you please organize a replacement for

me?
thank tou

Re: Heatlink has stopped working

OannaCG — Thu, 02 Feb 2023 09:08:07 GMT

Hi there! Sorry to hear about this, but no worries, I'll do my best to assist you. Could you please let me know if there's any LED on the Heat Link? If it has LEDs on it, please tell me what color it is.

Re: Heatlink has stopped working

IrisGraham179 — Thu, 02 Feb 2023 09:13:36 GMT

Sometimes there is sometimes

nothing, the LED intermittent so I have to restart it

Re: Heatlink has stopped working

OannaCG — Thu, 02 Feb 2023 09:21:17 GMT

I see. Please send me a picture or a video when the LED is intermittent.

Re: Heatlink has stopped working

IrisGraham179 — Thu, 02 Feb 2023 16:43:41 GMT

Hi here is what I have come home

to today from work I connected it this morning . And it went off at sometime during the day . Now it is showing disconnected.
I’ve attached a photo as requested

thanks

Re: Heatlink has stopped working

UanaC — Fri, 03 Feb 2023 14:35:25 GMT

Hello there! Thanks for the picture. If you press the button on the Heat Link, does the LED light appear again?

Re: Heatlink has stopped working

IrisGraham179 — Fri, 03 Feb 2023 15:01:32 GMT

Hi , no only when the unit is switched off and back on again. The button in the middle is very unresponsive.

Re: Heatlink has stopped working

UanaC — Fri, 03 Feb 2023 18:15:49 GMT

Thanks for confirming! Could you please send me a video with the Heat Link doing so?

Re: Heatlink has stopped working

IrisGraham179 — Sun, 05 Feb 2023 22:32:02 GMT

you want me to switch it off and back on again to show you what I have said happens?

no problem I can do that but this isn’t fixing the issue. Can you give me a solution to fix it please?

Re: Heatlink has stopped working

AlexD — Mon, 06 Feb 2023 14:00:39 GMT

You can try and remove the plastic protection over the button first as that may be interfering with the button. Once removed try to press the button and see what the reaction from the Heat Link is. After a short press, 2 extra LED lights should come on and the system should activate.

Re: Heatlink has stopped working

IrisGraham179 — Mon, 06 Feb 2023 17:26:21 GMT

Ok so I’ve done as you asked and it did as you said . But that was after a switch off and back on again . This is not the problem,I can reboot it and it works but the issue is it dies over night or when I’m at work so I have no control over my heating. .This is when I lose all the lights ?
onviously I can’t stand over it and wait for it to happen so I can video it as it happens completely randomly

but I have recorded what you asked me to do but I don’t see a way of sending it to you as it only lets me upload photos.Although it did exactly what you said

Re: Heatlink has stopped working

AlexD — Mon, 06 Feb 2023 17:31:00 GMT

Thanks for the information. Just to clarify, does the Heat Link die, you go to it and it has no LED lights on it until you reboot it or is the display the part that just shows the connection has been lost, or is completely off, and can't control the heating?

Also, just to check, is the thermostat mounted on a wall or on a stand?

Re: Heatlink has stopped working

IrisGraham179 — Tue, 07 Feb 2023 08:55:17 GMT

Yes the thermostat is stand mounted and in power all of the time.
yes as I said before the heat link has no lights on when I go to it but when I turn completly off and on again I get lights sometimes it connects sometimes it doesn’t .

I woke up this morning it was off again the house was freezing it was -3 outside .so as you can imagine I’m not happy neither is the rest of the family .
The system is not on at all when I go to it as you asked . This morning I left it in manual mode after the reboot but it will go off at some point during the day as it has done for the last fortnight now

Can you please help me get this fixed now because we seem to be going around in circles and although I appreciate all your help ,I don’t seem to be getting anywhere and I need to get my heating working again . What is my next move?

Re: Heatlink has stopped working

OannaCG — Tue, 07 Feb 2023 12:27:06 GMT

Thanks for letting us know! Could you please tell me if you had a sort of programmer when you installed the Nest thermostat and you have it now, too? I'm asking this, because it might interrupt the power supply to the Heat Link.

Re: Heatlink has stopped working

IrisGraham179 — Tue, 07 Feb 2023 16:54:48 GMT

No I didn’t . I’m answering all your questions but dont seem to be getting mine answered?

how do I open a case for this?

Re: Heatlink has stopped working

OannaCG — Tue, 07 Feb 2023 17:06:22 GMT

If you want to get in touch with us and have a case created for you directly, you can reach our support lines.

The customer support line(0808 169 2307) is available from 8:00 to 19:00 Monday to Friday and 9:00 to 17:00 Saturday and Sunday. Also, you can contact us via chat from 8:00 to 19:00 Monday to Friday and 9:00 to 17:00 Saturday and Sunday. We are present on the social media front as well with the handle @googlenest on twitter and our social media team is working in the time frame 8AM - 7PM Monday-Friday, 8AM - 5PM Sat-Sun.

However, we're more than happy to assist you here, as well, but for this, we need to go through all the questions and troubleshooting steps.

Re: Heatlink has stopped working

AlexD — Fri, 10 Feb 2023 17:32:49 GMT

Hi, just wanted to check in. Do you need any further assistance?

Re: Heatlink has stopped working

Vladut — Sun, 12 Feb 2023 08:12:03 GMT

Hi there, as you haven't replied, we're just gonna go ahead and close the case. Let us know if you need anything else. Have a great day ahead!