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Leticia
Community Member

Hi Nest Community,

 

We have become aware of an issue that is impacting some 3rd Gen Nest Learning Thermostat Heat Links in the UK and other European countries. The Heat Link device allows our thermostats to communicate with boiler systems and control the heating (and sometimes hot water) for homes in those regions.

 

We’re reaching out to users who we think may have this issue to replace their Heat Links at no cost, regardless of their thermostat’s warranty status. Customers in the UK can simply pick a date to have a professional supply and install a replacement device through our partner BOXT, a leading heating maintenance provider. For other customers who may be experiencing this issue, you can select an installer of your choice to install a replacement device and Google will reimburse the repair cost. As a reminder, we always recommend having any issues seen by a professional. 

 

We apologise if you have been impacted by this issue. If you have questions or need additional guidance, please reach out to Google customer support via the Help Center

 

The Google Nest Community

73 Comments
saattiii
Community Member

What type of issue is with Heat Link? Is my device under warranty if I bought it from seller from Spain over Amazon because I am from not supported country (Czech republic)?

Jmcalister
Community Member

I’m on my fourth heatlink replacement now. It takes Google almost 4-5 months to refund you for the engineer too. They are ignoring my emails, you can’t speak with them, are overdue on refunding me and have no consideration for the amount of money you are left out of pocket with. 

Swanlandsi
Community Member

How do I get this to happen quickly I cannot turn on my heating because of this heat link issue and I was just about to get a plumber to take out all nest products and replace with a simple wireless thermostat... My boiler was installed through boxt.. Can someone contact me as I cannot use my heating because the heat link is the override for my boiler but it is dead.. 

Jmcalister
Community Member

@Swanlandsi google offered to pay for a nest engineer, emergency visit to fix a switch whilst the replacement heat link was sent out for me. Let their support team know you need your heating and hot water. 

Swanlandsi
Community Member

Thanks @Jmcalister I think the new announcement suggests they will get boxt to just sort it out... I have already had to send back and get replaced my learning thermostat before and to be honest I don't want to go through any more hassle with it.. But if Google are responding properly to the faults now and will just fix it.. Then I'm willing to give them the chance to do so but I'm not chasing this anymore.. I've posted in other forums about my broken heat link with no response apart from troubleshooting (which won't work for a dead heat link) so I haven't had any proactivity from Google to date wonder if @Leticia or others can help.. 

Swanlandsi
Community Member

Especially as I don't currently have any heating in my house and it's autumn

Jmcalister
Community Member

@Swanlandsi its unreal how bad the overall customer service is though. I get ignored and follow up each week. When I do get a reply it’s a template and there is no real help, urgency or customer care given. If the fifth replacement breaks I’ll give up on nest and switch to something else. I’m still owed several hundreds of pounds though by google/nest too. 

Frankey
Community Member

Hello, I have tried to get help through th we community forum. Or heat link is broken with no lights desire having power.  Unable to turn on the heating for the past 9 days.

Can you please advise how to get a replacement.

Thankyou 

Swanlandsi
Community Member

Let's see if Monday brings responses and crucially help to this situation (please don't tell us to go to another part of the community or help center to ask the questions again 

andrewmgriffin
Community Member

Dear google, Ive had two thermostats replaced before ( I had to but a full new set at 250 Euros and you sent me out one).  Two more have stopped working this week.  Can you please tell me how to arrange a plumber to fix them.  I have had to pay 90 euros x two visits so far to fix the issue with the first ones.  

 

I have no heating at the moment and young children in our main living areas and a childs bedroom

 

Thank you

 

 

Olafmol
Community Member

I'm interested in understanding what the issue is? 

hnarayanan
Community Member

I live in the U.K. and I have a dead (3rd generation nest) heatlink that failed recently and trying to contact your support to get it replaced and reinstalled. How do I go about this?

KMcK
Community Member

Hi

My heat link has lost its power and lights have gone out.

It is less than 2 years old.

We have no heating but the boiler and hot water is working fine.

Please advise how to have my heat link replaced 

Swanlandsi
Community Member

Anything @Leticia or one of your colleagues can respond to? Two office days and no response to the comments below the relevant announcement?.. I really have to decide on what we do as its getting cold in the UK and our perfectly good boilers don't work because of the google heat links... 

PezzaUK
Community Member

No-one’s watching this thread. This is what I did, go here:

https://support.google.com/googlenest/gethelp?hl=en

Click through, when you get to step 3 you’ll be able to go on Live Chat. I did that, spent 15 mins with a very helpful agent, and they’re arranging a visit from Boxt to replace my broken HeatLink (only the broken one, no mention of a systemic program to replace all my others)

I’m in London U.K. and was offered an appt only two days later.

hnarayanan
Community Member

Yes, I tried the above link too. And after waiting a day or two and getting no response, I actually got in touch via Twitter. And just like PezzaUK above, I got an appointment for a few days from now.

KMcK
Community Member

Hi Leticia

I understand that once I chose and contact an installer from the list you have provided.

Does the installer claim the cost of replacing my faulty heat link with yourselves? Or do I have pay up front and then claim from yourselves??

Even though you say that there is no cost to me.

Thanks Keith 

 

Swanlandsi
Community Member

Thanks @PezzaUK and @hnarayanan  but based on the lack of responses on help center, this page (where I have atted the author) and knowing two learning thermostats have already broken, the heat link and lack of responses for help I was hopeful this would work but I have book a local plumber to come and replace it all with standard wireless thermostats... Just can't risk it going wrong when in winter 

KMcK
Community Member

Hi

Does anyone have an email so I  can contact nest directly to try to sort my problem heat link?

I have young children in my household and have been without heat for 2 weeks now ☹

Thanks Keith 

RichardR
Community Member

I got the email this morning "Your thermostat’s Heat Link is eligible for a replacement by Nest"

I clicked the link to Boxt to arrange a replacement, but a couple of questions in it asks if the heating system is Gas or LPG.  Ours is oil, so contacted Google support via the Help Centre link provided.

The agent that I chatted with was unaware of the replacement programme, and advised they were only replacing Heat Links that had failed.  I even shared the link to this post, and they still denied they were proactively replacing them. 

Proxy5
Community Member

 

Hi,
unfortunately, I also went in such a way that the heatlink became completely dark, it has 240V, according to the mechanic, it needs to be replaced.

 

I live in Hungary, the device has been working fine for 17 months until today, there is no official service partner here, or I don't know about it.
The heating specialist installed it, and now he also established the fault.

How can I get a new unit?
Heat Link Serial:
10CA1AC39190409

image.jpg


Display Serial:
09AB01AC391905C0

image.jpg


Thanks.

Tamas

 

 

markom
Community Member

I would like to buy new Nest thermostat with Heat link. How can I be sure I will not buy defected version.

Is there any production LOT after which Heat link does not have problems.

Swanlandsi
Community Member

Hi all, before I duck out from this thread (of customers but no Google representation) I have just called a local plumber got the system replaced in about an hour cost £100 for the new non nest system and fitting.. I am now 100% confident that it will work through winter and failing that, someone local will happily come out immediately to fix it under warranty if the worst happens, ironically the plumber said they had completely replaced 9 nest systems for alternatives in the last few months and they have never replaced other types of thermostats with the same frequency and none that were under 5 years old.... Good luck to everyone else in the group.. Glad I started it but guilty that I have led lots of people to also receive no useful response from the customer service team. 

tahnl
Community Member

We have contacted 2 of your Google Pro installers in our area and both have REFUSED to come out over this issue.  Seriously!  Now what? 

Bigholty
Community Member

I've 2 nest thermostat E's that both failed the same night on 2 occasions. Spoke

 to the Google people on the phone for over 2.5 hours. Taking photos to prove where they were fitted .tried every way of resetting etc etc etc 

Both times that they both failed I couldn't log on to the nest app, connection error, try again later.

Whilst speaking to the Google engineer people, I said the last time they failed I put my phone into airplane mode and they connected quickly, he said , that wouldn't make a difference.

So whilst on hold I switched to airplane mode, which dropped the call to Google, but low and behold the upstairs thermostat and heatlink connected...I quickly turned off airplane mode and within 5 minutes Google had called me back , I explained that I had got the upstairs link and stat to work and I had switched to airplane mode..to which he replied it was pure coincidence... After the call ended, went straight into air plane mode.. And the downstairs link and stat connected.. Both have been working for 5 weeks without a problem, BUT nest has also not had a problem that I've noticed ( although it seems very slow to react to the doorbell) 

I've had an email stating they would replace ONE of the stats and heatlinks , to which I've replied and said NO. Both or none... As both fail at the same time..

I'm a plumbing and heating engineer so I know that having both fail simultaneously is not a hardware fault but a software issue...

Possibly nest app issue ...I mentioned 5G and was very quickly shot down on that statement.. But strange how going to airplane mode allows me to reset both devices ???  

 

tahnl
Community Member

We had to give up on the 'Google Pro' as NONE of those in our area would come out or several wouldn't respond.  Now, I have to figure out how to get Google to cover the repair under warranty.  If we didn't have 4 others, I'd certainly change to another system.   It was just the one that died, I still had access to the other 4 on my app.

AnneP
Community Member

Our Nest Thermostat isn't turning on the heating, but it's working fine with turning the hot water on, it's showing orange on the app and thermostat and when I turn the manual control on it doesn't work either. Everything was working fine yesterday. I have reset the thermostat and delete my Nest app and reinstalled it and I have checked the schedule. Do you think it's the heat link? We have no heating but plenty of hot water.

Sisqoboy
Community Member

Hi @Proxy5 

Have you managed to get any support from Google ? I just bought one in the UK and using it in Hungary. I am not able to get the thermostat connected to the heat link wirelessly... Bit annoying really...

 

tahnl
Community Member

This is bull**bleep**!  I followed this (Google's) advise and not one of your Google 'pro-installers' in my region would come out much less fix my HeatLink.  Only 2 responded and they had no clue what to do but they weren't coming out!  Now I'm out nearly 500 euro because of your 'pro-installers' not responding and having to go to my own central heat guy who had no option but to replace the thermostat and the heatlink.  Your google team is offering up to 160 euros.  I am totally beyond pissed off at Google-Nest!  Case ID [3-7740000033203]

EmmaaJaanee
Community Member

I experienced an issue with my Nest Heat Link not working yesterday morning and shortly after received an email from Google with a link to book a free replacement through BOXT (and then managed to get a next-day appointment!). 

The service from BOXT was excellent, and I’m very impressed with Google recognising the issue and offering this service. Hugely appreciated, @Leticia

Nico_Amoruso
Community Member

Hi Letitia,

Which problem does the heat link has? Our has stopped working suddenly on Friday pm. No lights on although there is 240v going into the unit but nothing. I've tried the reset but nothing. I do not have any prove of purchase as I just moved in a new place with existing Nest. 

Thanks,

Nico

PaulaL
Community Member

Hi @Leticia 

My heat link has suddenly stopped working too. I have a 3rd generation nest learning thermostat. I tried reset but no success. There's power going to the unit, but unit not working, no lights. Can you please send a replacement unit? Do you have a list of recommended installers in Ireland?

Thanks, Paula

JonWillis
Community Member

@Leticia just to add to the growing numbers. Mine died this morning. I've contacted support and they say they aren't aware of this issue, even after i pointed them to this page. They did offer to arrange a free replacement but i would need to install it myself, however this looks simple to do, just 8 wires.

 

EDIT - Boxt are coming out within 24 hours to do replacement instead. (Case: 3-4042000034524)

Bigholty
Community Member

So how do we get this started, I've 2 nest E's 2 heatsinks , both have had the issues. Do Google have the info on purchase , because I don't think I've got my original purchase records. I know these items are registered when originally installed, bar code and serial numbers , is this enough to prove ownership? 

Please advise , as I can get an electrician to install these who is on the nest installer pages.

But I don't want to get caught with a huge bill replacing both and not get reimbursed..

EmptyNester
Gold Product Expert
Gold Product Expert

This is just a user forum and you need to speak with a Google Technical person.  Here is the link to open a support ticket.

 

https://support.google.com/googlenest/gethelp

agentman
Community Member

We want to inform you about an ongoing issue that is affecting certain 3rd Gen Nest Learning Thermostat Heat Links in the UK and other European countries. The Heat Link is a crucial component that enables our thermostats to communicate with boiler systems and effectively manage heating and hot water in homes within these regions.

We are actively addressing this concern and are committed to ensuring a seamless experience for our users. For those who might be impacted by this issue, we are offering a solution. Regardless of your thermostat's warranty status, we are providing replacement Heat Links at no cost to you.

For our UK customers, we've partnered with BOXT, a trusted heating maintenance provider. You can select a convenient date for a professional to supply and install a replacement device. This service comes at no expense to you.

JezJ
Community Member

@LeticiaGot back home today and appears I have the same issue with my 3rd gen Heat Link as the others. Sent an email to support and got a case ref back. Hoping this can be replaced quickly as a family with 3 children. Please advise if there is anything that can be done to speed things up? Thanks

EDIT: Couldnt ask for more, got a response next day and a visit booked in for 2 days later. Heat Link swapped out and everything working again. Great service.

JonWillis
Community Member

@JezJ just contact Google/nest support, they sent someone out from Boxt within a day to do the replacement

Alin1
Community Member

După un an s-a stricat heat link și nu mai avem apa caldă și căldură.

Îmi puteți schimba dispozitivul sau putem cumpăra o piesa noua?

JonWillis
Community Member

@Alin1 

 

Just raise a support ticket and they should send out a replacement part. The heat link falling is a known manufacturing issue.

Alin1
Community Member

Look like your products is good for nothing!

I will never buy from u again

👎👎

JonWillis
Community Member

@Alin1 

 

I don't work for nest. I'm not sure why you aren't happy, they are replacing the parts free of charge. I had an email earlier this year telling me about the recall, although it came a few weeks after I had already got mine replaced.

ming0612
Community Member

I got a 3rd Gen Nest thermostat which has been working fine for couple months but suddenly the heat link stopped working and can't communicate with the boiler to ignite it

 

Got plumber and electrician to check the boiler and wiring and they confirmed heating system itself is alright. Have been trying to get in touch with Google via their support page but has been very frustrating- waiting for an hour and still nobody pick up the call and their chat support page is not available 

 

Not sure what I can do sitting in a freezing home with a broken heat link 

JonWillis
Community Member

@ming0612 keep on at live support. I pointed them to this page and they ordered a replacement heat link including free installation within 48 hours. I had the same issue, woke up cold earlier this year, tracked it down to be the heat link. Google have issues as recall as 3rd gen are known to break.

Deancaldicott
Community Member

Can you please confirm if you are still issuing out free replacements of faultly heatlinks at this time regardless of warranty status of your nest devices.

I have two heatlinks in my home and last year one of these died and since I was in warranty the process was easy enough to have you issue out a free replacement after filling in the troubleshooting form.

 

Now a year later the second heatlink device has also failed but filling in the troubleshooting form does not lead to being offered a free replacement only to contacting a nest pro for a quotation which I have done yet heard back nothing.

Can someone please contact me about this and let me know if as with before you can send me a free replacement of the heatlink.

I assume many of these were built with defaults during manufacturing and should not have been issued out to customers considering this appears to be a very common issue with customers who purchased a nest thermostat product.

EmptyNester
Gold Product Expert
Gold Product Expert

@Deancaldicott  Since this is just a user forum you won't get an official reply from Google.  I believe you need to open an official support ticket with Google.  Here is the link you need....

https://support.google.com/googlenest/gethelp

 

 

LarisaL
Community Specialist
Community Specialist

Hi there @Deancaldicott, thanks for reaching out! We'll have to document the situation and see if the issue is the same as the one mentioned in this post. Could you tell me if you see any lights on the Heat Link? 

Vladut
Community Specialist
Community Specialist

Hi there, just checking in with you. Did you manage to check the last message?

Craigw74
Community Member

My plumber installed a neat thermostat and heat link to a new boiler 3 years ago and the heat link has stopped connecting to the thermostat  4 days ago.  So my central heating has stopped. 

 

He has recommended changing to hive. Alot of expence  to outlay. Would my heat link ve under warranty 

JonWillis
Community Member

@Craigw74 

 

Log a support request with Google. Using this link

 

https://support.google.com/googlenest/gethelp

 

If it's a 3rd gen heat link they should replace it since they have a known fault where they just stop working .

 

They came out to me and fitted it, didn't have to do it myself or pay any one to do it