3rd Gen HeatbLink Stopped workimg

[Paulcoz]

I have raised a case but no response. My heat link no longer has power. I have had an electrician check it, he said the device has failed. It is less then 2 yrs old so should be warranteed. This seems to be manufacturing fault, plenty of similar issues on forums. Will google replace it? Thanks

[CristianC]

Hey @Paulcoz. I'll do my best to sort this out for you. Do you have a case number for the case you've raised? I'll see what I can do to replace it for you. 

[Paulcoz]

How do  I find my case number. I have logged into my account but can"t locate it. Thanks

[CristianC]

No worries, we can resolve it here. 

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on 
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?
 

[Paulcoz]

Unit has already been checked. No power. Have checked all cabling, again., still no power. We have had no electrical faults in the house. We have only one unit

[AndaD]

Thanks for the details. I'll forward an email containing instructions regarding the steps you need to follow in order to create a case. Please check your email and reply there. We'll continue afterwards.

[DragosC]

Hi there, @Paulcoz. We've found your case. Could you tell us please when did the situation start occurring first and when was the thermostat installed? 

 

[Paulcoz]

I have a new case 0-2936000032500. All the info about the issue is on the form I filled out.Please update

[AlexD]

Thanks for letting us know. I located the case and will reach out to you over email shortly. 

[DragosC]

Hi there. We're just checking in. Did you receive the email? Keep us posted. 

[DragosC]

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!