07-12-2022 06:39 AM
Hi,
My Thermostat is showing "Failed to connect". On the heat link, no LED is on. I've tried to power cycle it, held the main button, but it stays completely dead. The standby LED on the boiler is lit (so it's not an issue with the main breaker), but I cannot turn the heating on.
We got this Thermostat installed end of 2020. I think it's 3rd gen.
How do I fix this?
Thanks for your help.
Answered! Go to the Recommended Answer.
07-13-2022 04:52 AM
Thank you. We've sent you an email. Please follow the instructions and let us know when you're done.
07-12-2022 11:16 PM
Thanks for letting us know @hyacinthej
We're sorry to hear that. No worries. Help's here
Could you tell me please when did the situation start occurring first and when was the thermostat installed?
Also, please answer the following questions:
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?
If yes, how long was the power off for? (Be specific.)
Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?
07-13-2022 04:46 AM
Hi @DragosC ,
Thanks for replying.
The installation was done on 2020-10-14. The issue appeared on 2022-06-05.
There are no lights on at all on the Heat Link. Pressing the button on the Heat Link does not activate manual mode.
The thermostat shows: Failed to connect wirelessly to the Heat Link.
The app shows: H71: Can't connect to Heat Link to control heating.
The standby LED is lit on the boiler, so power is delivered to it.
No breaker issue. I have tried to turn off then on, at the wall switch, and at the breaker, in an attempt to reboot the Heat Link, but it doesn't budge.
There may have been a power cut at some stage, I honestly cannot remember.
The Heat Link really just look dead.
07-13-2022 04:52 AM
Thank you. We've sent you an email. Please follow the instructions and let us know when you're done.
07-14-2022 02:28 AM
Sorry. I didn't get any email. I do receive email updates for comments in this thread, but I didn't receive a separate email as you mentioned. Not in spam either.
07-14-2022 02:39 AM
You should receive the email on the email address from your community account. Please check the spam/junk folders.
07-17-2022 02:08 AM
Hi there, just checking in with you. Did you have the chance to check the email as described above?
07-17-2022 11:49 AM
Hi. Sorry for the delay. I filled the form now. Thanks
07-17-2022 11:39 PM
Hi there. We've found your form. However, it seems the serial number you've filled out is the one from the base, not the display. We'll need the one starting with 09A from the back of the display, next to the QR code filled in another form with all the complete and correct details, let us know when you've found it.
07-18-2022 01:07 AM
I submitted another form.
07-18-2022 01:51 AM
Thank you. I've sent you an email. Please check on it.
07-20-2022 02:19 AM
Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted.
07-22-2022 02:54 AM
Hi there @hyacinthej did you have a chance to check your email? Let me know if you need help.
07-22-2022 02:45 PM
Hi. I completed the RMA order. Thanks
07-23-2022 02:54 AM
If anything else comes up, make sure to let me know.
07-25-2022 03:04 AM
Hi @hyacinthej. Just checking in, is there anything else I can help you with right now?
07-26-2022 02:09 AM
Hi. I'm waiting for the replacement Heat Link to be delivered. Thanks for your help so far.
07-26-2022 02:22 AM
You're most welcome. If anything else comes up that we can assist with, make sure to let me know.
07-26-2022 10:19 AM
Looks like there's an issue with the shipment.
07-27-2022 12:32 AM
@hyacinthej, hi there again. Can you tell me exactly what seems to be the issue with the shipment?
07-27-2022 12:35 AM
Nevermind, sorry. It was "on hold" after a weird loop. But it's resumed now 🙂
07-27-2022 12:42 AM
@hyacinthej, that's awesome. I'm really glad to hear that everything is sorted now. Is there something else I can assist you with at the moment?
07-30-2022 02:15 AM
Hi there, just checking in with you. Do you still need my help?
08-01-2022 06:18 AM
Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!