UK & European countries: Heat Link replacement

[Leticia]

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

[Vladut]

Hello everyone, 

@JonWillis Thank you so much for all the details provided,

@Hossionmr Did you manage to get in touch with someone?

[Hossionmr]

Subscription & payment 

[Vladut]

Did you select thermostat in the product family?

[AlexD]

Hi, I wanted to check in. Is there anything I can try and assist with? 

[PaulaL]

Hi Alex.

I have received my replacement heat link and returned my old heat link. I have not yet received refund for returning my old device. Can you please help?

Thanks,

Paula

[PaulaL]

Hi Alex.

The old heat link was returned via UPS. It was delivered on Thursday, November 09 at 9:48 A.M. Please let me know if you need more details.

Thanks, Paula

[TudorL]

Hi there Paula, could you please provide a case reference number for your issue so I can quickly look into it? 

[PaulaL]

Hi @TudorL,

Case ref is 3-9991000034786

Thanks

[TudorL]

Thanks for the number. I'll check in with my Seniors about this and get back to you as soon as I have a resolution. 

[LarisaL]

Hi there, thanks for reaching out! Have you seen the message from my colleague?

[PaulaL]

Hi @LarisaL

Yes, I saw the comment, sent last Wednesday. I'm awaiting further information. 

Thanks

[LarisaL]

Thanks for the reply. At the moment my colleagues are still looking into it. I'll get back to you as soon as I have an update from them.

[Vladut]

Hi there, thank you so much for waiting. I just had a look and it seems like the replacement request has been marked as received and the money will be released back into your account shortly.

[pgw1000]

Hi, please can someone help me. My Nest heat link failed yesterday. I've had it less than 2 years, and it was fitted on a new heating system . I had the heating engineer that installed have a look at it today, and he said that the heat link has failed

I had a live chat today with a Google Nest person. After a long conversation, supplying photos, serial numbers etc. He said that I had to complete a Continuity Test and would send me instructions in an email. The instructions told me that I had to perform a multi stage test by opening the Heat link whilst it was still  240 volt live. Can anyone explain how on earth instructions like this are being sent to end user customer. Also, how do I get the broken unit replaced.

Thanks in advance

[Vladut]

Hi @pgw1000, I'm so sorry for any inconvenience caused by this. Can you tell me if you have any case number so i can have a look?

[pgw1000]

Hi Vladut

Thanks for getting back to me. 

Case 8-1410000035191

[Vladut]

Thank you so much. I just had a look at it and the email sent. So sorry for the confusion but indeed those steps can be done by an installer. Do you have one at hand to contact?

[Vladut]

Hi there, just checking in with you. Do you still need help?

[LarisaL]

I haven't heard from you in a while so, if you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.

[JonWillis]

Hi,

I was on this thread previously as my heat link stopped and it was replaced by boxt. I've had an email today saying my heat link is eligible for a free replacement. I don't want to stay in to replace it again if it's not needed. Can you confirm if the one I had back in March 2023 needs replacing again?

In app it says;

Heat link 

Model: Amber-2.5

Serial: 10CA01AC2119041S

Firmware: 2.1.2-1

[Matt35]

A Google call centre worker has just told me I am not eligible for a replacement as my warranty has expired, but this message seems to suggest it should be replaced. What’s the score?

[prachisahare508]

https://www.googlenestcommunity.com/t5/Blog/UK-amp-European-countries-Heat-Link-replacement/bc-p/609...