topic Re: 3rd generation thermostat - no power on heat link in Nest Thermostats

3rd generation thermostat - no power on heat link

Nige — Thu, 02 Sep 2021 21:49:57 GMT

My heatlink has suddenly stopped working - no lights at all but 240v is present at the terminals. Pressing buttons etc has no response. Appears to be a common problem with numerous other people reporting exactly the same issue. So what is the problem and solution?

Re: 3rd generation thermostat - no power on heat link

jayday — Fri, 03 Sep 2021 05:49:52 GMT

Same issue here, gas engineer checked heating system yesterday,heat link not working,no power to it,all the forums suggest this is a common issue.called Google yesterday had to drop the call after 45 minutes, was told I'd get an email,have had nothing a day later

Re: 3rd generation thermostat - no power on heat link

Dvbeek — Fri, 03 Sep 2021 08:31:50 GMT

Same story here. No lights in the heat link. Happened out of the blue. Thermostat dead, only a red or sometimes a green light blinkt. Reset button on the heat link doesn’t help.

Re: 3rd generation thermostat - no power on heat link

Jason — Fri, 03 Sep 2021 09:16:17 GMT

Same situation here. No sign of activity at all despite running various recommended tests. What are the options ref replacement assuming that's the answer? Ours is not old at all, so quite disappointed it has failed.

Re: 3rd generation thermostat - no power on heat link

AnnoyedofStaffs — Fri, 03 Sep 2021 14:51:44 GMT

I’ve got the same problem, no lights on the link - there is power but nothing doing. Thermostat keeps giving error message no power to heat link … can’t get anyone to answer on customer help phone lines

Re: 3rd generation thermostat - no power on heat link

jayday — Fri, 03 Sep 2021 16:06:48 GMT

I'm thinking there's that many people with this issue I might write to a consumer column in one of the newspapers it's clearly a known fault with the heat link

Re: 3rd generation thermostat - no power on heat link

Jason — Fri, 03 Sep 2021 20:10:52 GMT

This might be a really stupid question...but now that my heatlink is dead (and therefore nest not functional) how do I actually turn my heating on? The boiler I have (worcester greenstar 8000 life) doesn't appear to have a manual setting to just turn heating on & off in absence of a thermostat...

Re: 3rd generation thermostat - no power on heat link

Dvbeek — Fri, 03 Sep 2021 22:18:48 GMT

@Jason you can’t. I think you have to install youre old thermostat for the time being until the problem with the heatlink can be solved. Lucky enough it is not that cold here. I will try to contact the helpdesk tommorow.

Re: 3rd generation thermostat - no power on heat link

Jason — Sat, 04 Sep 2021 07:18:42 GMT

Thanks @Dvbeek, makes sense. We have only been in this house for a couple of months with no other thermostat...fun times. Hopefully Google will just sent a replacement heatlink but let's see...

Re: 3rd generation thermostat - no power on heat link

jayday — Sat, 04 Sep 2021 07:28:39 GMT

The gas engineer showed me a manual way to do it, in our airing cupboard there's two white square box like components with a a small metal lever type thing, if I manually slowly move it up from one side to the other and set it in place this does the job. obviously only a temp solution

Re: 3rd generation thermostat - no power on heat link

jayday — Sat, 04 Sep 2021 12:36:27 GMT

Hi all, have finally got a resolution. So Google "Google nest customer support" then find your way through to the online chat option, I had to wait for a while but then got through to someone,they ask a fair few questions but I consistently told them the heatlink was dead, then escalated to senior support and finally a fantastic customer service experience where they were brilliant, full unit being replaced and on its way

Re: 3rd generation thermostat - no power on heat link

Jason — Sat, 04 Sep 2021 14:00:37 GMT

Great, thanks for the tip @jayday !

Re: 3rd generation thermostat - no power on heat link

Derrick — Tue, 07 Sep 2021 10:57:46 GMT

I have the same problem that is detailed in this forum, no lights on the heat sink, but power confirmed to by a Boiler engineer and electrician. Tried hard reset on display, no joy cannot reset the heat sink as the lights are not illuminating. Google please help

Re: 3rd generation thermostat - no power on heat link

CristianC — Thu, 09 Sep 2021 09:49:13 GMT

Hello everyone,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

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?

Regards,
Cristian

Re: 3rd generation thermostat - no power on heat link

DennisvanBeek — Fri, 10 Sep 2021 09:46:12 GMT

Hi Christian,

I have installed my Nest thermostat january 2020.

There were no issues during or after the installation. Everything worked well until monday last week.

I have had contact with the Google Nest support last week and i had to charge the battery of the thermostat for 2 hours, after that i had to connect the thermostat back on the wall and reset the heatlink. After connecting the thermostat back on the wall the heatlink still doesnt do anything; no lights nothing. The thermostat did give an erorr on the display: H72.

We haven't had any power cuts recently.

We haven't done any work on the electrical or heating system recently.

I have one zone.

Re: 3rd generation thermostat - no power on heat link

CristianC — Fri, 10 Sep 2021 10:04:00 GMT

Hi DennisvanBeek,

Please try these steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

I you still have no LEDs on the Heat Link, send me a reply with your case ID so I can search for it. If you can't find the case ID in your emails, fill out this form so we can gather your details securely and let us 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.

Regards,
Cristian

Re: 3rd generation thermostat - no power on heat link

AlexD — Sun, 12 Sep 2021 12:31:35 GMT

Hi, I wanted to check in.

Make sure to let us know if you need further assistance and if you filled out the form, as we'll have to check for it once it is on our end.

Re: 3rd generation thermostat - no power on heat link

Nige — Sun, 12 Sep 2021 13:51:41 GMT

Hi,

No lights on the heat link regardless of pressing button or powering off and on. I have filled in the form you sent a link to but I don’t have access to the serial number with there being no power to the thermostat!

Re: 3rd generation thermostat - no power on heat link

AlexD — Sun, 12 Sep 2021 13:56:49 GMT

Hi Nige.

You should be able to locate the serial number on the back of the thermostat display. Grab it by the ring and gently pull it off the base, you should see it there.

You can also locate it on the product box, if you still have it, or in the Nest app, if the thermostat is added to it, under the Settings> Technical info section.

Just make sure to fill it out one more time with the serial number as well, then let us know here.

Also make sure to include your username from here in the Social handle section. Without it we won't be able to confirm the form submission.

Re: 3rd generation thermostat - no power on heat link

Nige — Sun, 12 Sep 2021 14:26:46 GMT

Ok done that