topic Re: Heat Link Not Working in Nest Thermostats

Heat Link Not Working

PrInCeUKER — Thu, 07 Jul 2022 09:53:33 GMT

Overnight, my heat link has stopped working. No lights visible and after attempting a reset several times, nothing. I’ve tried everything suggested else ware of forum without any luck…
Has power, just doing nothing needs replacement...

Re: Heat Link Not Working

Techno_Guide — Thu, 07 Jul 2022 22:01:50 GMT

Get in touch with Google to get a replacement, in or out of warranty. It's the only way to get a new Heat Link.

If you need assitance for re-installing the new one, get in touch with a Nest PRO in your neighbourhood.

Greetings,

Nicolas

Techno Guide

Re: Heat Link Not Working

AnaM — Fri, 08 Jul 2022 11:40:22 GMT

Hey @PrInCeUKER,

Thank you for reaching out! I'm sorry to hear about your issue, but I'll do my best to assist you. I have a few questions for you first:

1. How often do you experience the issue?
2. How long has your thermostat been installed for?
3. What colour is the Heat Link LED?
4. What is showing on the Nest thermostat display?
5. Have you had any power cuts recently?
6. Have you had any work done on your electrical or heating systems recently?
7. How many zones are present in the setup?

8. What type of thermostat do you have?

9. Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?

Re: Heat Link Not Working

PrInCeUKER — Fri, 08 Jul 2022 12:07:36 GMT

Hi thanks for the prompt reply

This was the first time.

18 months

no leds

h71 or h72

none that i know of

none

Learning thermostat

Re: Heat Link Not Working

PrInCeUKER — Fri, 08 Jul 2022 12:12:54 GMT

Thought i was doing so here?

Re: Heat Link Not Working

AnaM — Fri, 08 Jul 2022 14:03:07 GMT

Thank you for your answers @PrInCeUKER,

If you have not already make sure to double check all breakers and switches to make sure nothing has tripped. Also check the boiler as it can have a separate isolation switch sometimes. Confirm the boiler has power, it should have a LED or display that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power off to the Heat Link for a few minutes and then turn it back on. See if it has any reaction when you press the button on it after.

Re: Heat Link Not Working

PrInCeUKER — Fri, 08 Jul 2022 23:40:44 GMT

Boiler has power, display shown.
already removed power to Heat Link and tried a power cycle, as said in original post.

no led light and nothing after pressing button.

Re: Heat Link Not Working

AndaD — Mon, 11 Jul 2022 11:58:09 GMT

Thanks a lot for providing all these details. We'll forward an email containing instructions regarding the steps you need to follow in order to have your case logged in our system. Please check your email and reply here once it is done. We'll continue afterwards.

Re: Heat Link Not Working

DragosC — Thu, 14 Jul 2022 12:33:23 GMT

Hi again. Just checking in, do you still need our help? Let us know.

Re: Heat Link Not Working

PrInCeUKER — Thu, 14 Jul 2022 17:12:24 GMT

Yes i still need a replacement, how do i go about this?

Re: Heat Link Not Working

PrInCeUKER — Thu, 14 Jul 2022 17:14:32 GMT

Yes i filled out the form as suggested in the email again and had no reply since?

Re: Heat Link Not Working

DragosC — Fri, 15 Jul 2022 06:58:18 GMT

Hi there @PrInCeUKER .

We're sorry for the delay. Our responses are a bit slower than usual due to high volumes. We've found your form now. It seems the serial number you've filled out is not valid. Could you please take a look at it and check if it's written as on the back of the display? After that, please fill out another form with the complete and correct details. Keep me posted.

Re: Heat Link Not Working

PrInCeUKER — Fri, 15 Jul 2022 12:19:15 GMT

Oh that is the serial number written on the original box as i still have it
and just pulled the thermostat off its stand and same numbers on back of that?
EDIT:
My bad i wrote one number wrong as it popped up in auto fill,
new form submitted...

Re: Heat Link Not Working

DragosC — Fri, 15 Jul 2022 13:16:35 GMT

Thank you very much. We'll document the case and we'll be right back with you after.

Re: Heat Link Not Working

DragosC — Fri, 15 Jul 2022 14:21:10 GMT

Thank you so much for helping us diagnose this issue. From this point on, we'll set up a replacement for your unit. It looks like your area is covered by our installation partner BOXT, who offer next day installation services. We can send you the information required to book your replacement device with them; please note that choosing this option will require a credit or debit card only as part of the booking process, but no charge will be applied. Please check your email for more details. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!