topic Re: Heatlink not working, no light, unable to reset, hot water is working. in Nest Thermostats

Heatlink not working, no light, unable to reset, hot water is working.

fspeed79 — Wed, 01 Sep 2021 10:32:10 GMT

I have had my Nest Thermostat for almost 2 years without an issue, however, within the last 2 weeks the heatlink has no lights and the thermostat has an H71 error.

We have had no power cuts and I am unable to reset the connection as the heatlink appears to be completely dead.

Please advise.

Re: Heatlink not working, no light, unable to reset, hot water is working.

CristianC — Fri, 10 Sep 2021 08:15:22 GMT

Hello fspeed79,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones are present in the setup?

Regards,
Cristian

Re: Heatlink not working, no light, unable to reset, hot water is working.

AlexD — Sun, 12 Sep 2021 08:27:23 GMT

Hi, I wanted to check in.

Do you still need assistance with your device?

Re: Heatlink not working, no light, unable to reset, hot water is working.

fspeed79 — Wed, 29 Sep 2021 09:38:02 GMT

Hi Alex,

Sorry, I missed your question.

Yes, this is still an issue and I have had my boiler serviced this morning and the heatlink has not lights at all and does not work. I am having to use my boiler manually for heating.

The heatlink was installed September 2019, this has never happened before and I have have had no work carried out since then. I understand that the product is out of warranty but power is going to the heatlink but no lights show. I do not want to have to pay out for another system when this is only 2 years old.

Please advise.

Many thanks

Freya

Re: Heatlink not working, no light, unable to reset, hot water is working.

AlexD — Thu, 30 Sep 2021 12:22:17 GMT

Thanks for the information @fspeed79 .

Please fill out this form so I can gather your details securely, and let me know once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A, the email associated with your Nest account and your full post address. Make sure to also include your user name, as once you let me know I will have to look for the form.

Else if you are more comfortable you can get in touch with our support line by using this link: https://bit.ly/3kIfrO5 .

Re: Heatlink not working, no light, unable to reset, hot water is working.

AlexD — Sat, 02 Oct 2021 12:35:58 GMT

Hi @fspeed79 , I wanted to check in. Did you manage to fill out the form or get in touch with my colleagues?

Make sure to let me know if you need any further assistance.

Best regards,

AlexD

Re: Heatlink not working, no light, unable to reset, hot water is working.

FrascoHurtado — Tue, 19 Oct 2021 17:49:49 GMT

I have the same problem. My heatlink has been working fine since December 2019, but a weeek ago it suddenly stopped working. No lights are shown. I tried to reset it (by switching it of), pressing the button, etc. Nothing happend. How can I fix it?

Re: Heatlink not working, no light, unable to reset, hot water is working.

CristianC — Thu, 04 Nov 2021 14:23:57 GMT

Hey @FrascoHurtado,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?

Regards,
Cristian

Re: Heatlink not working, no light, unable to reset, hot water is working.

fspeed79 — Thu, 04 Nov 2021 16:51:50 GMT

I completed the form ages ago but no one has responded. I'm really disappointed in the product as I don't expect something with an approximate 10 year expectancy to stop working after 2 years.

Re: Heatlink not working, no light, unable to reset, hot water is working.

CristianC — Tue, 09 Nov 2021 15:02:56 GMT

Hey @fspeed79. I was waiting for you to confirm that you completed the form so I can search for it. I just sent you a follow up email.

Re: Heatlink not working, no light, unable to reset, hot water is working.

KP79 — Sat, 13 Nov 2021 21:17:11 GMT

Another disappointed Nest Thermostat user here. Same issue....Heatlink just died without warning. No recent work carried out, no power cuts, no loose wiring etc. How can I get a replacement please?

Re: Heatlink not working, no light, unable to reset, hot water is working.

PhilipJenks — Mon, 22 Nov 2021 08:34:42 GMT

I have exactly the same problem. I called a heating engineer who says it is a known problem and I should apply for a replacement under Google manufacturer warranty. Anyone know how to do that. Google, you there?

Re: Heatlink not working, no light, unable to reset, hot water is working.

KP79 — Mon, 22 Nov 2021 10:49:27 GMT

I contacted Google Support and spoke with them directly. To be fair the service was excellent and I had a replacement within 2 days. All back working now. Definitely seems to be a known issue though.

Re: Heatlink not working, no light, unable to reset, hot water is working.

CristianC — Wed, 01 Dec 2021 10:59:51 GMT

Hey @KP79. I'm happy to hear that you got it sorted.

Hey @PhilipJenks. Did you resolve your issue in the meantime? I'd love to help.

Re: Heatlink not working, no light, unable to reset, hot water is working.

Dubairay — Thu, 02 Dec 2021 13:12:50 GMT

My Nest thermostat stopped working last night and showed code 71. I checked the heatlink. There is power going to it but no lights. I tried resetting but nothing happens. Looks like a fault with the Heatlink itself. Boiler switching temporarily bridged to get heat.

Can you help?

Re: Heatlink not working, no light, unable to reset, hot water is working.

AnaM — Wed, 08 Dec 2021 14:40:44 GMT

Hey @Dubairay,

I'd like to help you out. In order to do that, I'll ask you to answer the following questions:

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?

Also, please let me know if you tried these steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Re: Heatlink not working, no light, unable to reset, hot water is working.

AnaM — Mon, 13 Dec 2021 13:43:13 GMT

Hey there,

Just checking in, did you have the chance to try what I suggested in my previous message?

Re: Heatlink not working, no light, unable to reset, hot water is working.

Guv — Tue, 14 Dec 2021 18:41:57 GMT

How do you get a new one?

Re: Heatlink not working, no light, unable to reset, hot water is working.

AnaM — Tue, 14 Dec 2021 18:54:22 GMT

Hey @Guv,

We can replace a product if we decide it's faulty after some troubleshooting. Do you have the same issue as the other users?

Re: Heatlink not working, no light, unable to reset, hot water is working.

Dubairay — Tue, 14 Dec 2021 20:40:12 GMT

I found the Google nest support chat line. They were very, very good They advised things to try and get the problem resolved and when nothing worked they replaced it