topic Re: Broken Heat Link in Nest Thermostats

Broken Heat Link

louise24 — Thu, 02 Sep 2021 09:53:32 GMT

I have a 3rd generation thermostat installed, however the heat link now has no lights showing and all trouble shooting tips for this have been followed.
It was installed august 2020 and has worked perfectly until 1 week ago. I have another 3rd gen thermostat for a different floor in the house and this is still working perfectly.

Can Nest support team provide guidance and assistance on this issue? I need a replacement heat link asap.

Photo attached showing the two heat links, and the bottom one with no lights on.BOTTOM HEATLINK NO POWER

Re: Broken Heat Link

Vladut — Mon, 06 Sep 2021 09:15:20 GMT

Hi there, thank you so much for reaching out. Can you tell me if anything happens when you press the button on that Heat Link for 30 seconds? Do you see any lights coming on?

Re: Broken Heat Link

louise24 — Mon, 06 Sep 2021 09:41:20 GMT

I have just done this and no nothing happens at all.

Re: Broken Heat Link

Vladut — Mon, 06 Sep 2021 09:46:38 GMT

We'd love to investigate this further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3h2TDJp. You can find the Serial Number in Settings > Tech Info > Display, or on the back of it. It begins with 09. Also, the email address included should be linked to your Nest Account, and for the postal address section, input a shipping address.

Re: Broken Heat Link

louise24 — Mon, 06 Sep 2021 13:15:19 GMT

I have just completed the form, thank you

Re: Broken Heat Link

AlexD — Sat, 11 Sep 2021 07:35:35 GMT

Thanks for letting us know. I managed to locate it. Our colleagues will reach out to you over email soon to assist you further.

Re: Broken Heat Link

brabo72 — Sat, 25 Sep 2021 20:35:05 GMT

Hi Louise,

I've just encountered the same issue. I have three thermostats and one of my third generation heat links has also given up and seems to be broken. I tested the power to it too, which was good, but it is completed dead. I've pressed the button for 10 secs and nothing. I even pressed it in desperation for 20 secs too. I feel quite concerned too as I haven't had the thermostat long and the support for it is very poor. I used an approved Nest installer and paid a lot of money but feel that this has been a risky and bad investment.

Re: Broken Heat Link

louise24 — Sat, 25 Sep 2021 22:51:24 GMT

The community specialist reached out to

me, sent me a form to

fill in, I then received a phone call, and have now received a replacement heat link as they believe it is the unit which is the issue. I’ve had it installed but I am now struggling to get my thermostat to charge and stay on (oh the joys!) and have been searching the “trouble shooting” guide for this today. I presume someone will reach out and help you with the same issue!

Re: Broken Heat Link

brabo72 — Tue, 28 Sep 2021 08:28:36 GMT

My other-half filled the form in too but she hasn't heard anything and that was 2 days ago. I really wish I hadn't bought it now as the support is none existent. I've only had the thermostat 20 months so would suggest to others that it is a really bad purchase... one to avoid. I read an article on another website that said this has been an issue for others so maybe it is a manufacturing issue? Very, very disappointed!

Re: Broken Heat Link

AlexD — Thu, 30 Sep 2021 11:58:14 GMT

Hi @brabo72 , I am sorry to hear you are having issues with your device. We always want to offer the best experience with both our products and services.

Just to check, was the form filled out with your username? If it was not we would not be able to locate it. I also need to know when it was submitted so I can look for it, or one of my colleagues to try and locate it.

If possible please fill out the form one more time and make sure to let me know here once you have so I can look for it. Don't forget to add your user name to it: https://bit.ly/3oVDg4g .

Hi @louise24 , do you still need assistance with your thermostat? Make sure to let me know if you do.

Best regards,

AlexD

Re: Broken Heat Link

AlexD — Sat, 02 Oct 2021 12:00:56 GMT

Hi @brabo72 , I wanted to check in. Did you get the chance to fill out the form with the user name?

Let me know if you need further assistance.

Re: Broken Heat Link

brabo72 — Sun, 03 Oct 2021 11:05:38 GMT

Hi, I called the 08081692307 number and have since had the Heat Link replaced, which was the reason it wasn't working (faulty Heat Link). This is covered by the two year warranty. I'd suggest to everyone else using this thread to deal with this issue via that telephone number! Thanks.

Re: Broken Heat Link

jontwitchin — Thu, 21 Oct 2021 20:50:31 GMT

I've filled out the above form 2 weeks ago and have had no reply- not even an acknowledgement of the form being recieved- this is very poor customer service for what is deemed a premium product?? Can so e one please help,- my heat link is dead, I'm a qualified electrician so can guarantee you that it's got 230v at the correct terminals. Please help!!

Re: Broken Heat Link

brabo72 — Thu, 21 Oct 2021 22:13:27 GMT

Don't bother with this forum as it is a waste of time. Call Nest support on 08081692307. Feel free to google the number! Give it Kudos as we need to help people.

Re: Broken Heat Link

AlexD — Sun, 24 Oct 2021 12:41:50 GMT

You need to let me or any of my colleagues know once the form was submitted. Else we won't know to look for it. Sorry for any confusion caused.

Please fill it out one more time and make sure to include your form username in the "Social handle" field. Once done let me know and I can check for it.

Best regards,

AlexD

Re: Broken Heat Link

CristianC — Wed, 27 Oct 2021 11:17:11 GMT

Hello again,

Just checking in. Do you still need our help?

Re: Broken Heat Link

louise24 — Wed, 27 Oct 2021 12:26:53 GMT

Hi, so I had an electrician fit the new heat link for the first floor and it all now works, which is great. However the heatlink for my second floor now has no light, and the thermostat states no power again... the exact same issue which I find so strange for it to happen within a month of the other breaking. I have tried to attach photo of the other heatlink now with no power but will not allow it. (again all trouble shooting steps learnt the other week have been followed).

Please can some one advise on how to get what I presume is a replacement which is again needed? Thank you.

Re: Broken Heat Link

CristianC — Wed, 27 Oct 2021 12:36:44 GMT

Hey @louise24,

I'm sorry to hear about what happened. It seems unlucky. Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones are present in the setup?

Can you fill out this form so I can open a case for you? Let me know once you've done it: https://bit.ly/3oVDg4g. Please include the serial number of the thermostat, your full shipping address and the email address linked to your Nest account. Don't forget to put your username in the social handle field.

Regards,
Cristian

Re: Broken Heat Link

louise24 — Wed, 27 Oct 2021 13:37:18 GMT

How long has your thermostat been installed for? 1 YEAR
Did the issue happen during the installation? NO
Is there any error on the Nest thermostat display? YES NO POWER - NOW DOESNT TURN ON
Have you had any power cuts recently? NO
Have you had any work done on your electrical or heating systems recently? NO
If yes, was the power properly restored at the fuse board after work was done? N/A
How many zones are present in the setup? 1

I have just sent the completed form, thanks

Re: Broken Heat Link

CristianC — Thu, 28 Oct 2021 12:35:56 GMT

Hi @louise24. I searched your form, but I couldn't find it. Did you include your username too? Please submit the form again and let me know once you've done it.