topic Re: 3rd Gen Heat Link dead in Nest Thermostats

3rd Gen Heat Link dead

hyacinthej — Tue, 12 Jul 2022 13:39:06 GMT

Hi,

My Thermostat is showing "Failed to connect". On the heat link, no LED is on. I've tried to power cycle it, held the main button, but it stays completely dead. The standby LED on the boiler is lit (so it's not an issue with the main breaker), but I cannot turn the heating on.

We got this Thermostat installed end of 2020. I think it's 3rd gen.

How do I fix this?

Thanks for your help.

Re: 3rd Gen Heat Link dead

DragosC — Wed, 13 Jul 2022 06:16:12 GMT

Thanks for letting us know @hyacinthej

We're sorry to hear that. No worries. Help's here

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: 3rd Gen Heat Link dead

hyacinthej — Wed, 13 Jul 2022 11:46:23 GMT

Hi @DragosC ,

Thanks for replying.

The installation was done on 2020-10-14. The issue appeared on 2022-06-05.

There are no lights on at all on the Heat Link. Pressing the button on the Heat Link does not activate manual mode.

The thermostat shows: Failed to connect wirelessly to the Heat Link.

The app shows: H71: Can't connect to Heat Link to control heating.

The standby LED is lit on the boiler, so power is delivered to it.

No breaker issue. I have tried to turn off then on, at the wall switch, and at the breaker, in an attempt to reboot the Heat Link, but it doesn't budge.

There may have been a power cut at some stage, I honestly cannot remember.

The Heat Link really just look dead.

Re: 3rd Gen Heat Link dead

DragosC — Wed, 13 Jul 2022 11:52:54 GMT

Thank you. We've sent you an email. Please follow the instructions and let us know when you're done.

Re: 3rd Gen Heat Link dead

hyacinthej — Thu, 14 Jul 2022 09:28:27 GMT

Sorry. I didn't get any email. I do receive email updates for comments in this thread, but I didn't receive a separate email as you mentioned. Not in spam either.

Re: 3rd Gen Heat Link dead

DragosC — Thu, 14 Jul 2022 09:39:50 GMT

You should receive the email on the email address from your community account. Please check the spam/junk folders.

Re: 3rd Gen Heat Link dead

Vladut — Sun, 17 Jul 2022 09:08:23 GMT

Hi there, just checking in with you. Did you have the chance to check the email as described above?

Re: 3rd Gen Heat Link dead

hyacinthej — Sun, 17 Jul 2022 18:49:58 GMT

Hi. Sorry for the delay. I filled the form now. Thanks

Re: 3rd Gen Heat Link dead

DragosC — Mon, 18 Jul 2022 06:39:12 GMT

Hi there. We've found your form. However, it seems the serial number you've filled out is the one from the base, not the display. We'll need the one starting with 09A from the back of the display, next to the QR code filled in another form with all the complete and correct details, let us know when you've found it.

Re: 3rd Gen Heat Link dead

hyacinthej — Mon, 18 Jul 2022 08:07:01 GMT

I submitted another form.

Re: 3rd Gen Heat Link dead

DragosC — Mon, 18 Jul 2022 08:51:33 GMT

Thank you. I've sent you an email. Please check on it.

Re: 3rd Gen Heat Link dead

DragosC — Wed, 20 Jul 2022 09:19:43 GMT

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted.

Re: 3rd Gen Heat Link dead

AndaD — Fri, 22 Jul 2022 09:54:29 GMT

Hi there @hyacinthej did you have a chance to check your email? Let me know if you need help.

Re: 3rd Gen Heat Link dead

hyacinthej — Fri, 22 Jul 2022 21:45:51 GMT

Hi. I completed the RMA order. Thanks

Re: 3rd Gen Heat Link dead

AlexD — Sat, 23 Jul 2022 09:54:40 GMT

If anything else comes up, make sure to let me know.

Re: 3rd Gen Heat Link dead

george_t — Mon, 25 Jul 2022 10:04:50 GMT

Hi @hyacinthej. Just checking in, is there anything else I can help you with right now?

Re: 3rd Gen Heat Link dead

hyacinthej — Tue, 26 Jul 2022 09:09:08 GMT

Hi. I'm waiting for the replacement Heat Link to be delivered. Thanks for your help so far.

Re: 3rd Gen Heat Link dead

george_t — Tue, 26 Jul 2022 09:22:53 GMT

You're most welcome. If anything else comes up that we can assist with, make sure to let me know.

Re: 3rd Gen Heat Link dead

hyacinthej — Tue, 26 Jul 2022 17:19:45 GMT

Looks like there's an issue with the shipment.

Re: 3rd Gen Heat Link dead

AndaD — Wed, 27 Jul 2022 07:32:51 GMT

@hyacinthej, hi there again. Can you tell me exactly what seems to be the issue with the shipment?