topic Re: Heatlink has stopped working in Nest Thermostats

Heatlink has stopped working

dgoodbourn — Thu, 26 May 2022 19:07:31 GMT

Hi, my heatlink has suddenly stopped working. There's power to it but it won't turn on. I've tried turning off the power to it for 5 mins but still won't come on. The boiler is working fine and the heatlink is about 30cm from it. I can also confirm there is power going to it.

How do I get a replacement? It's been running fine for about 18 months.

Cheers,

Dave.

Re: Heatlink has stopped working

Snowman1 — Thu, 26 May 2022 21:19:48 GMT

Same problem here , worked fine for nearly two years , tried all the help links and info , but the thermostat won’t connect to the heat link , which just has a slow blue flash and the thermo shows error code H71 .

The help provided by Google isn’t very good .

Re: Heatlink has stopped working

dgoodbourn — Thu, 26 May 2022 21:21:23 GMT

My heatlink has no lights at all. Won't power on, but there's power going to it. 🤦

Re: Heatlink has stopped working

AlexD — Fri, 27 May 2022 08:31:05 GMT

THank you for the information @dgoodbourn . I am sorry to hear you are facing this behavior from your device and I would be happy to try and assist.

It is great to hear that you already checked the power and tried to power cycle the Heat Link by turning the power off and back on. There are a few more things we should check together:

1. When did you first notice this behavior?
2. Was it installed by a Nest Pro or by a heating/electrical engineer?
3. Did you notice any message on the thermostat display?
4. Did you notice any power cut in the area before this occurred?
5. Did you have any maintenance done on the heating or electrical system recently?
6. Do you have only one or multiple Google Nest thermostat devices at the location?

Re: Heatlink has stopped working

dgoodbourn — Fri, 27 May 2022 08:34:11 GMT

Hi AlexD,

I noticed it 2 days ago
It was originally installed by a heating engineer.
There's an error H71 on the thermostat
There were no power cuts
We've had no maintenance done lately
We only have 1 thermostat

Cheer,

Re: Heatlink has stopped working

AlexD — Fri, 27 May 2022 08:34:40 GMT

Thank you for the information @Snowman1 . I am sorry to hear you were not satisfied with the provided assistance. I would be happy to try and assist.

I see my colleagues provided with multiple troubleshooting steps to take for your device in a previous post you made. Did you try those steps?

Re: Heatlink has stopped working

AlexD — Fri, 27 May 2022 08:37:24 GMT

Thank you for your fast response. I would like to create a case for you and check a few more details. Would it be ok if I sent you an email to the email linked with your account here on the Google Nest Community?

Re: Heatlink has stopped working

dgoodbourn — Fri, 27 May 2022 08:37:35 GMT

Sure.

Re: Heatlink has stopped working

AlexD — Fri, 27 May 2022 08:41:29 GMT

Awesome. I just sent it your way. Once you're done with the instructions from it either reply to my email to let me know or let me know here so I can check.

Re: Heatlink has stopped working

dgoodbourn — Fri, 27 May 2022 08:47:30 GMT

ok I've filled in the form

Re: Heatlink has stopped working

AlexD — Fri, 27 May 2022 08:58:12 GMT

Thanks. I do see that. I will get back over email with further information after I do some checks on our end.

Re: Heatlink has stopped working

dgoodbourn — Fri, 27 May 2022 09:06:21 GMT

verified

Re: Heatlink has stopped working

AlexD — Fri, 27 May 2022 09:23:54 GMT

Perfect. I will give you further details over email. It should arrive a bit later, as it is a bit longer of an email. Once you receive it if you have any further questions you can reply to that email, and I should get that reply pop up on my end.

Re: Heatlink has stopped working

Vladut — Sun, 29 May 2022 09:38:08 GMT

Hi there, just checking in with you. Did you have the chance to check the last email? Keep me posted.

Re: Heatlink has stopped working

AndaD — Wed, 01 Jun 2022 10:34:07 GMT

Hi there

Just to let you know that my colleagues and I are around and willing to assist you.

Re: Heatlink has stopped working

CristianC — Fri, 03 Jun 2022 10:50:47 GMT

Hello there. I haven't seen any updates on this thread in a while so I'm going to lock it. Should anything come up, feel free to open a new one.