cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

3rd Gen Heat Link dead

hyacinthej
Community Member

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.

1 Recommended Answer

DragosC
Community Specialist
Community Specialist

Thank you. We've sent you an email. Please follow the instructions and let us know when you're done. 

View Recommended Answer in original post

23 REPLIES 23

DragosC
Community Specialist
Community Specialist

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?

hyacinthej
Community Member

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.

DragosC
Community Specialist
Community Specialist

Thank you. We've sent you an email. Please follow the instructions and let us know when you're done. 

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.

DragosC
Community Specialist
Community Specialist

You should receive the email on the email address from your community account. Please check the spam/junk folders. 

Vladut
Community Specialist
Community Specialist

Hi there, just checking in with you. Did you have the chance to check the email as described above?

hyacinthej
Community Member

Hi. Sorry for the delay. I filled the form now. Thanks 

DragosC
Community Specialist
Community Specialist

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. 

I submitted another form. 

DragosC
Community Specialist
Community Specialist

Thank you. I've sent you an email. Please check on it. 

DragosC
Community Specialist
Community Specialist

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

AndaD
Community Specialist
Community Specialist

Hi there @hyacinthej did you have a chance to check your email? Let me know if you need help.

hyacinthej
Community Member

Hi. I completed the RMA order. Thanks

AlexD
Community Specialist
Community Specialist

If anything else comes up, make sure to let me know. 

george_t
Community Specialist
Community Specialist

Hi @hyacinthej. Just checking in, is there anything else I can help you with right now?

GeorgeT

Hi. I'm waiting for the replacement Heat Link to be delivered. Thanks for your help so far.

george_t
Community Specialist
Community Specialist

You're most welcome. If anything else comes up that we can assist with, make sure to let me know.

GeorgeT

Looks like there's an issue with the shipment.

AndaD
Community Specialist
Community Specialist

@hyacinthej, hi there again. Can you tell me exactly what seems to be the issue with the shipment?

hyacinthej
Community Member

Nevermind, sorry. It was "on hold" after a weird loop. But it's resumed now 🙂 

AndaD
Community Specialist
Community Specialist

@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?

Vladut
Community Specialist
Community Specialist

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

DragosC
Community Specialist
Community Specialist

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!