topic Re: No power on heatlink in Nest Thermostats

No power on heatlink

Shundeez — Thu, 01 Sep 2022 15:04:17 GMT

Hello,

I am getting an error on my best thermostat. It says it’s not connected to the heatlink. H71 error.

I checked the heatlink and there is no power. Even though it’s connected to the mains. It has been working fine for the past 18 months. Then all of a sudden it stopped. I’ve had no other electrical issues or work done on my electrics or power cuts etc.

I see from other posts this seems to be an ongoing issue with many other Nests.

I got an email from nest stating they can see it has not been connected and advised to call a number. But when calling it I get a message saying Google offices are closed, yet it’s 3pm in the afternoon.

please advise. Thanks Sean

Re: No power on heatlink

Julie66 — Thu, 01 Sep 2022 15:25:56 GMT

The same thing has just happened to me. Have you received any help from Google?

Re: No power on heatlink

DragosC — Fri, 02 Sep 2022 12:56:13 GMT

Hi there all. Thanks for letting us know

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 message 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?

Please fill out the template and let me know when you're done.

Re: No power on heatlink

AlexD — Sun, 04 Sep 2022 13:48:19 GMT

Hi, I wanted to check in. Do you still need assistance? If so, make sure to let me know.

Re: No power on heatlink

Shundeez — Mon, 05 Sep 2022 21:10:51 GMT

Hello,

The issue started happening about mid August. The Thermostat was installed about 18 months ago.

There are no lights on the heatlink

The boiler does not activate when pressing the heatlink button

The message on the app and thermo stat says " H71: cant connect to heatlink to control heating"

No recent power cuts

No service or maintenance

I have checked the breaker switch and the fuse box. Nothing to report there

Yes, tried to turn the breaker switch on and off. Still no change

Many thanks. Please advise

Sean

Re: No power on heatlink

george_t — Tue, 06 Sep 2022 10:47:02 GMT

Thank you for all the information. Would it be alright if I email you on your email address associated with your profile here, so I can look further into this?

Re: No power on heatlink

Shundeez — Wed, 07 Sep 2022 13:51:43 GMT

Yes please George. That would be fine.

Re: No power on heatlink

george_t — Wed, 07 Sep 2022 14:03:50 GMT

Hi @Shundeez. Thank you for letting me know. I have sent you an email, please check it and follow the instructions there so I can help you further.

Re: No power on heatlink

DragosC — Fri, 09 Sep 2022 14:40:39 GMT

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

Re: No power on heatlink

Shundeez — Sat, 10 Sep 2022 09:45:29 GMT

Yes, still need help please. I’ve replied to your email. Thx

Re: No power on heatlink

Julie66 — Sat, 10 Sep 2022 13:57:29 GMT

Found a contact number for Google and rang them. They were great - did a couple of tests while I was on the phone and then just arranged for an engineer to come out and replace the Heatlink free of charge. Apart the difficulty finding the telephone number - this was great customer service.

Re: No power on heatlink

Shundeez — Sun, 11 Sep 2022 10:33:52 GMT

Thanks Julie. Would you mind sharing the two number please. Thx

Re: No power on heatlink

AlexD — Mon, 12 Sep 2022 12:33:08 GMT

Hi. Should you wish to reach out to our support lines you can use this link. Just make sure the correct country is selected. You will get all our contact channels including phone, chat and social media.

I also checked the email my colleagues sent you but I could not find the completed form, for the form they asked you to fill out.

Re: No power on heatlink

george_t — Wed, 14 Sep 2022 12:53:40 GMT

Hi @Shundeez. Thanks for sending the form, I was able to find it and sent you an email. Please check it out and respond to it when possible so we can help you further.

Re: No power on heatlink

george_t — Fri, 16 Sep 2022 15:01:57 GMT

Hi @Shundeez. Just checking in, were you able to check the email I sent?

Re: No power on heatlink

Shundeez — Sat, 17 Sep 2022 12:29:22 GMT

Hello George. Yes I replied to your recent email. And confirmed my email via the link you sent. Please advise if there is anything else I need to do. Thx

Re: No power on heatlink

AlexD — Sat, 17 Sep 2022 12:50:45 GMT

Thanks. My colleague is not here at the moment so I will be taking over. I saw your email and sent further instructions. Let me know once you get it.

Re: No power on heatlink

AlexD — Mon, 19 Sep 2022 14:29:55 GMT

Hi, I wanted to check in. Did you receive my email?

Re: No power on heatlink

Vladut — Sat, 24 Sep 2022 08:22:53 GMT

It looks like we haven't heard back from the you so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Vladut

Re: No power on heatlink

Vladut — Sat, 24 Sep 2022 08:23:11 GMT

No reply