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2nd Gen Thermostat not connecting to heatlink - all recommeended ideas have failed

Vauxy
Community Member

Hi,

I have a 2nd gen learning thermostat that no longer connects to the heatlink.

Disconnection occurred when the power to the boiler and the heatlink had to be turned off for a few ours - it now won't reconnect.

We have tried all the recommended resets.

I also cannot see (and have never been able to see) a blue light on the heat link.

Any ideas for next steps?

 

4 REPLIES 4

RXShorty
Gold Product Expert
Gold Product Expert

Hi @Vauxy 

Your Heat Link may be defective. 🤔
If you look at the Google Nest support website notices, it should have a light on it.

Please try to reset or factory reset your heat link to see if this resolves the issue.

When resetting doesn't work I suggest contacting Google Nest support about this issue. 

george_t
Community Specialist
Community Specialist

Hi @Vauxy. I'm sorry to hear you're experiencing this issue, but we'll sort this out together. Let's start with a few questions:

 

What type of Nest thermostat do you have?
Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
Have you tried any troubleshooting steps before contacting us?
How many thermostats do you have?

GeorgeT

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. Do you still need assistance? If so, make sure to check my colleagues message. 

george_t
Community Specialist
Community Specialist

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.

GeorgeT