topic Re: Gen 3,heatlink no power in Nest Thermostats

Gen 3,heatlink no power

Coly — Tue, 02 Nov 2021 19:00:04 GMT

No power to heatlink ,gen 3

Re: Gen 3,heatlink no power

Bennythomson — Tue, 02 Nov 2021 19:54:19 GMT

I have same problem as of 2.11.2021. Put of no where heat link stopped working. Now unable to use boiler heating

Re: Gen 3,heatlink no power

lespeholt — Tue, 02 Nov 2021 20:03:27 GMT

Same for me as of 5 hours ago

Re: Gen 3,heatlink no power

IanM — Tue, 02 Nov 2021 20:08:28 GMT

Yeah same here. Was working fine this morning came down from home office to find heating had suddenly broken.

Re: Gen 3,heatlink no power

Coly — Tue, 02 Nov 2021 20:26:24 GMT

Ianm ,I spoke with the nest company who fitted mine ,he said there are a lot off units have broken today

Re: Gen 3,heatlink no power

Coly — Tue, 02 Nov 2021 20:27:48 GMT

There are a lot off nest units wich have failed today

Re: Gen 3,heatlink no power

Coly — Tue, 02 Nov 2021 20:29:05 GMT

Same here,there seems to be a big problem with there units breaking down today, for some reason

Re: Gen 3,heatlink no power

Mikew92 — Tue, 02 Nov 2021 21:05:41 GMT

Mine also failed today. Been installed since August 2019.

Re: Gen 3,heatlink no power

IanM — Tue, 02 Nov 2021 23:08:52 GMT

Hi Coly, Did they say why this has happened. I tried to get in touch with the company that installed ours with a new boiler but it was too late in the day for an answer. I am supposed to be getting a call tomorrow. @User123456 Is this some sort of bad software update? We have only had ours for 11 months so am very disappointed and cold!

Re: Gen 3,heatlink no power

Coly — Wed, 03 Nov 2021 07:03:05 GMT

Morning ianm no they didn't say,but funny how so many units failed together, I thought the same in a bad update ,but I'm not impressed that you can't override it to turn heating on lol -2 this morning

Re: Gen 3,heatlink no power

IanM — Wed, 03 Nov 2021 16:11:56 GMT

Yep. Mine has been changed now. Got luckily with Boxt sending a guy out. He said it is a known issues and they have had to change 100’s over the last year. He said Google have said that they have fixed the fault but mine was installed 11 months ago and normally they were a year to 18 months old when they fail. Fingers crossed it is ok going forward or I will be getting rid and getting another brand. Hope yours gets fixed soon.

Re: Gen 3,heatlink no power

Mikew92 — Wed, 03 Nov 2021 17:33:44 GMT

Spoke to support this morning and they agreed to replace heat link despite expired warranty. Fingers crossed this one lasts a bit longer. Cheers.

Re: Gen 3,heatlink no power

Jbnest — Wed, 03 Nov 2021 19:28:47 GMT

My heat link also failed yesterday, it was installed last year ... what's going on with all these failures on the same day !! .... we're freezing cold and cant even manually override the settings with an error code on display

Re: Gen 3,heatlink no power

Coly — Wed, 03 Nov 2021 19:38:38 GMT

I got intouch with then on Facebook, this morning, also phoned an spoke with someone this morning aswell, they said it can take between 24,48 hours to get a reply back,yes its wierd how so many have failed at the same time,-1 here at the moment lol

Re: Gen 3,heatlink no power

Mikew92 — Wed, 03 Nov 2021 19:59:40 GMT

I’ve removed the CH command wires 2+3 and HW 5+6 and connected them into 6A through-switches so can manually control heating and water until replacement arrives. Temporary solution if your confident enough with electrics.

Re: Gen 3,heatlink no power

Coly — Wed, 03 Nov 2021 20:25:41 GMT

Lol knowing my luck I would probably blow boiler up lol,but thanks Mike.

Re: Gen 3,heatlink no power

Jbnest — Fri, 05 Nov 2021 15:19:07 GMT

Customer support couldn't resolve the issue I have, I've had it confirmed by an electrician that my heat link is dead but my case still has to be escalated by google nest before they will take responsibility for a faulty unit ... im told it could take days before my case is reviewed and in the meantime I'm left with no heating for the 3rd day running ... piss poor support service, shame on google nest !!

Re: Gen 3,heatlink no power

lespeholt — Sun, 07 Nov 2021 14:09:35 GMT

I initiated a chat with Nest support and they send me a replacement as well as paying for installation costs. Only annoyance is that I spent an hour on the chat. Excellent besides that 🙂

Re: Gen 3,heatlink no power

Coly — Sun, 07 Nov 2021 14:38:06 GMT

Great stuff,I phoned,emailed ect on the Tuesday morning, and heard nothing, I then got back intouch with them on Friday, started off talking to someone about Alex they realised then it was the thermostat, put me intouch with someone regarding thermostat, but I put transferred to Canada, I live in UK,then transferred to nest UK,not Canada, passed through 3 people to be told I still have 3 year warranty and they will send out new heatlink ASAP,also as long as I provide vat invoices I should get some costs back.

Re: Gen 3,heatlink no power

CristianC — Tue, 09 Nov 2021 13:10:44 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 ( thermostats ) are present in the setup?

Regards,
Cristian