topic Re: Is there a fundamental problem with Heat Link units? in Nest Thermostats

Is there a fundamental problem with Heat Link units?

bobpullen — Mon, 25 Apr 2022 16:34:32 GMT

Is there a known issue with Heat Links?

Yesterday one of my two Heat Links completely gave up the ghost. No power LED and no 12V supply to the thermostat. It's in the process of being sorted (quite efficiently too - thanks Google), but I'm left wondering whether or not there is some sort of acknowledged fault with these devices.

I only have to look back over the last week's worth of threads here and there's a worrying amount of people in the same boat: a unit that is only two or three years old that is now completely dead.

I'm broadly pleased with the product (excepting the complete inability to control hot water functions via the Google Home app - WTF Google?), however I'm now worried about longevity if this is indeed a recurring fault.

No less than ten similar reports during the last week: -

https://www.googlenestcommunity.com/t5/Nest-Thermostats/H71-error-Nest-3rd-Generation-no-lights-on-heat-link/td-p/148956

https://www.googlenestcommunity.com/t5/Nest-Thermostats/H72-Heat-Link-Died/td-p/148670

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Error-h72/td-p/148583

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Heat-Link-not-working-H72/td-p/148451

https://www.googlenestcommunity.com/t5/Nest-Thermostats/My-thermostat-is-off/td-p/148251

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Heat-Link-Power-Failed/td-p/147799

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Faulty-Nest-3-Heat-Link/td-p/147754

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Faulty-Nest-heat-link/td-p/147736

https://www.googlenestcommunity.com/t5/Nest-Thermostats/HeatLink-dead/td-p/145837

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Heat-link-stopped-working/td-p/144118

All seems a tad coincidental, or is this par for the course? 🤔

Re: Is there a fundamental problem with Heat Link units?

jamesthorn — Mon, 25 Apr 2022 18:26:54 GMT

I agree there must be.. still awaiting a reply to my thread google…

Re: Is there a fundamental problem with Heat Link units?

DragosC — Tue, 26 Apr 2022 09:05:59 GMT

Thanks for letting us know @bobpullen,

Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Also, please answer the following questions:

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)

Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

Re: Is there a fundamental problem with Heat Link units?

bobpullen — Tue, 26 Apr 2022 09:13:05 GMT

@DragosC - thanks for responding.

My case has already been handled by support, but to answer your questions: -

Happened on Sunday 24/04 and the thermostat has been installed 2-3 years
No lights on the Heat Link
Button is unresponsive
App/Thermostat report H72
No power cuts
No maintenance
Breaker switch checked and powercycled
No evidence of any blown fuses

My question was more about the frequency of these reports of late. You have to admit, it seems fairly suspicious for there to be so many in such a short period of time? Are there always this many reports of this particular failure?

Re: Is there a fundamental problem with Heat Link units?

DragosC — Tue, 26 Apr 2022 09:17:25 GMT

Thanks for the details @bobpullen. If the case has been handled by the live support team already, then it's best keeping the conversation with them directly rather than the community forum. Do you need any help with anything else?

Re: Is there a fundamental problem with Heat Link units?

bobpullen — Tue, 26 Apr 2022 09:34:22 GMT

Other than a response to the questions below, no - I'm not in need of any further support 😉

Is there a known issue with Heat Links?
Are there always this many reports of this particular failure?

Re: Is there a fundamental problem with Heat Link units?

DragosC — Tue, 26 Apr 2022 09:49:14 GMT

Thanks for letting me know. To answer the questions, there is an ongoing issue with those, but the engineering team is working on identifying what's wrong with it and we're currently replacing those identified to be faulty, as for the number of reports, they're not constant. If there's nothing else to help with, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!