topic Re: Heat Link has Died! in Nest Thermostats

Heat Link has Died!

tahnl — Tue, 11 Oct 2022 08:03:27 GMT

Please help! The heat link has died. There is no heat, but yes there is hot water!

Re: Heat Link has Died!

RXShorty — Tue, 11 Oct 2022 08:10:57 GMT

Hi @tahnl,

Sorry to hear you are having issues with your Heat Link.
If you are located in the EU please check THIS blog.

I would try to contact Google Nest support about your broken Heat Link. 🙂

Re: Heat Link has Died!

tahnl — Thu, 13 Oct 2022 13:20:21 GMT

We have contacted 2 of your Pro Installers in our area - Achterhoek, NL and both have refused to help. We have called our own electriction - after all we need the heat to work! Now what? How do we actually speak to someone at Google Nest?

Re: Heat Link has Died!

RXShorty — Thu, 13 Oct 2022 13:30:25 GMT

Hoi @tahnl

Je kunt met ze chatten. 🙂

Use THIS LINK.

Fill out the form that your heat link is broken.
Don't select any option just press Next / Volgende after that you are able to chat with Google Nest Support. 😊

Re: Heat Link has Died!

george_t — Fri, 28 Oct 2022 07:47:49 GMT

Hi @tahnl. Have you managed to fix the issue in the meantime or do you still need help with this? Let me know and I'll be more than happy to help.

Re: Heat Link has Died!

AndaD — Mon, 31 Oct 2022 12:01:43 GMT

Hi @tahnl, how's everything going? Still need our assistance? Let me know if there's something I can help you with!

Re: Heat Link has Died!

tahnl — Tue, 01 Nov 2022 10:52:43 GMT

We had to have our own electrician come out and diagnose and replace. Now how do I get Google/Nest to reimburse us? Our Nest/HeatLink was less that 2 years old AND all of the local Nest "Professional" installers in the area refused to even come out!

Re: Heat Link has Died!

AndaD — Tue, 01 Nov 2022 10:59:55 GMT

@tahnl, I'm sorry to hear about this experience, let's try and sort it out together. Have you already contacted us regarding this? If yes, is it possible to provide me with the case ID?

Re: Heat Link has Died!

tahnl — Tue, 01 Nov 2022 15:58:37 GMT

No case number. I was instructed to call the local pro installers to have it taken care of. And as you have read, that didn't work.

Re: Heat Link has Died!

george_t — Wed, 02 Nov 2022 10:48:10 GMT

Thanks for letting us know, @tahnl. Please let me know the following details so I can create a case for you and help you further:

What type of Nest thermostat do you have?
Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
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?
Have you tried any troubleshooting steps before contacting us?
How many thermostats do you have?

Re: Heat Link has Died!

tahnl — Wed, 02 Nov 2022 11:23:26 GMT

The Nest 3rd Generation and HeatLink was installed with the new boiler less than 2 years ago. The HeatLink stopped working over 3 weeks ago. There was no lights or response from the Manual Mode button on the HeatLink on the boiler. As it worked for over a year and a half, there was obviously no issues with wiring. In addition, there have been no service/maintance/issues with the electrical/plumbing/heating/water systems nor has there been any recent power cuts. Yes, I went thru all the usual checks to try to get it working again. That's when we started calling the local Google/Nest (Pro)Installers and either they would not respond or 10-15km was 'too far' for them to travel to come to us. We have a list of the Google/Nest Installers we contacted and can sent that as well as their responses. Finally, left with no other choice we called our heating installer who came out, again tested the Nest Thermostat and HeatLink before determining that it needed to be replaced. In all, we currently have no less than 4 Nest Learning Thermostats in 2 houses, 1 house in NL and one in the US. (Since we switched to Nest, we have had a total of 7 Nest Learning Thermostats spread over 5 houses (3 in NL)

Re: Heat Link has Died!

george_t — Wed, 02 Nov 2022 12:02:03 GMT

Thanks for the details. I'll be reaching out to you via email so we can gather some more information securely to continue helping you. Once you complete and submit the requested form sent to you, please send a short reply on this thread so I can search for it.

Re: Heat Link has Died!

tahnl — Wed, 02 Nov 2022 12:16:03 GMT

George, I filled out and submitted the form.

Re: Heat Link has Died!

george_t — Fri, 04 Nov 2022 15:46:37 GMT

Hi @tahnl. Thank you for submitting the form. Would it be okay with you if we close this thread and continue the conversation via email?

Re: Heat Link has Died!

AlexD — Mon, 07 Nov 2022 15:38:33 GMT

Hi, just checking in. is there anything else you need assistance with? If so, make sure to let me know

Re: Heat Link has Died!

tahnl — Tue, 08 Nov 2022 05:16:52 GMT

YES! I was on email with George T about the replacement of my thermostat/heatlink and I sent him a photo of the invoice and he ghosted.

Re: Heat Link has Died!

AlexD — Tue, 08 Nov 2022 13:51:42 GMT

I'll check the case. It is possible that my colleague is off currently, else he would have gotten back to you. I will have a look at the email and get back to you as soon as I have.

Re: Heat Link has Died!

AlexD — Mon, 14 Nov 2022 11:45:55 GMT

Hi, I wanted to check in. Is there anything else I can try and assist you with?

Re: Heat Link has Died!

tahnl — Mon, 14 Nov 2022 11:52:47 GMT

Just the Nest Thermostaat/HeatLink that died and we had to replace ourself. There has to be a better way. Referred to the ProInstallers and they didn't want to know. So we are out 444,44 euro and I would expect that Nest would pick up this cost; 288 euro for the unit, 79euro for the labour, BTW was another 77 euro.

Re: Heat Link has Died!

AlexD — Mon, 14 Nov 2022 11:56:23 GMT

I am sorry to hear that you were not able to get it sorted with the Nest Pro installers in your area. Should you wish you can reply to the email you received from me. I can submit it for review, but this is generally not covered, we would have to process the replacement, then have it installed and provide the invoices to us, so I can't promise anything.