topic Another Heatlink failed in Nest Thermostats

Another Heatlink failed

Pdc1604 — Mon, 03 Oct 2022 19:47:49 GMT

You kindly helped me earlier this you when the Heatlink failed on one of my Nest controlled 2 heating circuits.

The Heatlink on the 2nd circuit has also failed today. Serial number is: 10CA01AC341903A8, Software 2.1.2-1, Model Amber 2.5, Entry key DB6j54.

Thanks, Phil

Re: Another Heatlink failed

Pdc1604 — Sat, 08 Oct 2022 19:46:32 GMT

Hi @AlexD @DragosC @CristianC We’ve corresponded before about Heatlink failure.
A week ago I wrote the following message to @AnaM but have had no reply and Ana seems to have been offline and inactive for some time, maybe she’s no longer with Google? Can you help please?
Hi @AnaM
You kindly helped me earlier this you when the Heatlink failed on one of my Nest controlled 2 heating circuits.
The Heatlink on the 2nd circuit has also failed today. Serial number is: 10CA01AC341903A8, Software 2.1.2-1, Model Amber 2.5, Entry key DB6j54.
Thanks, Phil

Re: Another Heatlink failed

DragosC — Sun, 16 Oct 2022 07:35:35 GMT

Thanks for letting us know , @Pdc1604

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?

Re: Another Heatlink failed

Pdc1604 — Mon, 17 Oct 2022 19:15:45 GMT

Hi @DragosC

Thanks for coming back to me. We have 2 heating circuits both controlled by Nest 3rd gen thermostats and this failure exactly mirrors the other circuit’s heatlink earlier this year. To answer your questions:

Are there any lights on the Heat Link? No
Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode? No, totally dead
Are you seeing any wiring report or message on the thermostat and/or the app? I’t a while ago, I think it was ‘not connected to Heatlink’
Have you had any recent power cuts in your area? If yes, has the power been restored? No, none
Have you recently had service or maintenance on your electrical, plumbing, or heating system? No
If yes, how long was the power off for? (Be specific.). N/A
Could you tell us please if you've checked on the breaker switch and fuse box? Yes. Also checked the terminals on the heatlink and power is live. The other circuit is also on the same circuit breaker and that works fine.
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference? No, see above.

Thanks, Phil

Re: Another Heatlink failed

george_t — Wed, 19 Oct 2022 12:50:41 GMT

Hi @Pdc1604. Thank you for the details. I'll reach out to you through email on the address associated with your forum profile.

Re: Another Heatlink failed

george_t — Fri, 28 Oct 2022 12:33:08 GMT

Hi @Pdc1604. I checked your case and saw that one of my senior colleagues contacted you with the resolution. Would it be alright if we close this thread and if anything else comes up you can reply to my or my colleague's email?

Re: Another Heatlink failed

Pdc1604 — Sat, 29 Oct 2022 09:23:52 GMT

Hi @george_t

So are you referring to the email sent from George (presume a different George from you) on 23rd Sept at 16.54 asking which option I preferred for replacement? And you received my reply for option 2, delivery to home address?

Thanks, Phil

Re: Another Heatlink failed

AndaD — Mon, 31 Oct 2022 11:14:29 GMT

Hey there again @Pdc1604

I've just had a look at your case and it seems that our Senior colleague contacted you as well. Did you have a chance to check your mail? Let me know if there's something left to be clarified. Thanks a lot!

Re: Another Heatlink failed

george_t — Fri, 04 Nov 2022 13:33:41 GMT

Hi @Pdc1604. Just checking in, did you manage to check the email from our senior colleague? It was sent on October 28th.

Re: Another Heatlink failed

AlexD — Mon, 07 Nov 2022 16:00:55 GMT

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.