topic Re: Heatlink is dead in Nest Thermostats

Heatlink is dead

Kashnaru — Wed, 01 Sep 2021 16:49:46 GMT

Hi,

I have been in touch with regards to this issue on the Google forum before but have not had a response for some time.

I am experiencing the exact same issue with my Nest thermostat as many others on the forum: the Heatlink is dead, receiving power but not relaying it to the Nest thermostat which is showing error H72. I have tried all troubleshooting steps recommended on the previous forum, to no avail.

This is the questionnaire I've shared before:

1. How often do you experience the issue?

The issue has started about two weeks ago, and since then the Heat Link and so also the whole setup does not work.
2. How long has your thermostat been installed for?

The thermostat has been installed beginning of March 2019.
3. What colour is the Heat Link LED?

The is no LED light showing on the Heat Link, no way to reset it. I have confirmed that the power supply is working but the Heat Link is unresponsive.
4. What is showing on the Nest thermostat display?

Error code H72.
5. Have you had any power cuts recently?

No power cuts.
6. Have you had any work done on your electrical or heating systems recently?

No work done since installation.
7. How many zones are present in the setup?

Just one zone is present in the setup.

@rgaila @abellaj

Kind regards,

Kashnaru

Re: Heatlink is dead

JPvH — Sat, 11 Sep 2021 07:11:09 GMT

Having the same issues here. Aftercare of NEST is a nightmare. Will go for an other brand with normal afterservice.

Re: Heatlink is dead

Kashnaru — Wed, 15 Sep 2021 07:11:06 GMT

Hi @rgaila @abellaj,

Is there any update on this? I have been in touch with the Nest helpdesk before after which suddenly contact was broken. This is very disappointing and not what I expected for such a big company. Even if the answer is no, I would appreciate any response at all so I can move on. Colder weather is starting to set in and I need a working thermostat in the house.

Best regards,

Kashnaru

Re: Heatlink is dead

Vladut — Thu, 16 Sep 2021 14:49:38 GMT

We'd love to investigate this further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3h2TDJp. You can find the Serial Number in Settings > Tech Info > Display, or on the back of it. It begins with 09. Also, the email address included should be linked to your Nest Account, and for the postal address section, input a shipping address.

Re: Heatlink is dead

Kashnaru — Thu, 16 Sep 2021 15:21:05 GMT

Hi @Vladut,

I have completed the form with my details that you provided. Please let me know about the next steps ASAP.

Best regards,

Kashnaru

Re: Heatlink is dead

AlexD — Fri, 17 Sep 2021 09:03:10 GMT

That is great. Me or one of my colleagues will reach out to you over email soon. Keep an eye out for it.

Regards,

AlexD

Re: Heatlink is dead

Kashnaru — Fri, 17 Sep 2021 09:05:17 GMT

Thank you @AlexD, I will be on the lookout for the follow-up.

Re: Heatlink is dead

AlexD — Fri, 17 Sep 2021 09:08:31 GMT

You're welcome @Kashnaru . No worries, just keep an eye on your inbox. You should get an email soon.

Re: Heatlink is dead

AlexD — Sun, 19 Sep 2021 09:14:33 GMT

Hi @JPvH , I am sorry to hear you feel this way.

I would be happy to try and assist you with your device. Answer the same questions as the ones above and let us know here.

Re: Heatlink is dead

Ashleighgroves5 — Mon, 20 Sep 2021 18:56:43 GMT

Hello did you get this sorted? We have the same problem help please

Re: Heatlink is dead

Vladut — Tue, 21 Sep 2021 15:21:44 GMT

Hello @Ashleighgroves5,

Can you tell us if you've tried to press the button on the Heat Link for 30 seconds and see what happens?

Re: Heatlink is dead

Ashleighgroves5 — Tue, 21 Sep 2021 15:32:29 GMT

Yes I have tried this no power at all! It has 240v going in and nothing coming out to the thermostat

Re: Heatlink is dead

AlexD — Sat, 25 Sep 2021 14:49:35 GMT

Thanks for the information @Ashleighgroves5 and trying that.

If you have not already power cycle the Heat Link by turning the power off to it and then turning it back on, if you are comfortable in doing so. Check to see if it has any reaction after when you press the button on it.

If it still has no reaction let us know here and answer the same questions as the ones posted at the start of this thread.

Best regards,

AlexD

Re: Heatlink is dead

John_1_d — Sun, 03 Oct 2021 14:28:25 GMT

Hi Google,

I also have also had failure of my Heatlink unit last night. Left with no heating, luckily not in middle of winter. Please can you advise on how to get replacement under warranty. Was bought May 2020 and been working perfectly until now.

Verified it’s not the boiler as checked 240v being supplied to Heatlink with multimeter but it is not powering on, and therefor the thermostat also now has no power (now gone blank). I have done full power cycle of whole heating system.

Please let me know how best to proceed. The link to the form above does not work.

Cheers

John

Re: Heatlink is dead

Victor111 — Wed, 06 Oct 2021 08:33:12 GMT

Hi Google,

I have the same issue. Tried all steps. Can you please help getting a replacment for my heatlink?

Re: Heatlink is dead

John_1_d — Wed, 06 Oct 2021 13:41:32 GMT

@Victor111 - I've had no responses to three separate posts to this community, however I've managed to get through to Google Nest support via this link, and they are now sending me a replacement unit;

Good luck.

Re: Heatlink is dead

Jake — Fri, 12 Nov 2021 20:54:11 GMT

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post.

Best regards,
Jake