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
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)?
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.
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..
@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.
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..
Especially as I don't currently have any heating in my house and it's autumn
@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.
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.
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
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
I'm interested in understanding what the issue is?
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?
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
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...
No-one’s watching this thread. This is what I did, go here:
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.
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.
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 @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
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 ☹
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.
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:
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.
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.
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?
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 ???
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.
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.
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...
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]
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.
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.
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