3rd Gen Thermostat heat link

[Franky33]

My heatlink appears to be dead, no LED's. I have tried to reset, but no sign of life.

[Big_Al_Mc_DL]

I have the exact same issue. This is the second time it has happened. The last time I had to buy the full system again!! Hopefully there is a simple solution! 

[Cb1]

Same problem here. I’ve gone through all the normal steps google advise to troubleshoot but still nothing. No lights at all. How do I get a replacement sent?

[AlexD]

Hi @Franky33 , @Big_Al_Mc_DL , @Cb1 . I am sorry to hear your all facing the same behavior from your device and am here to help.

First if you have not already, check all breakers and switches to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch. You can also check and confirm the boiler has power, it should have a status LED or display that turns on.

If this looks good, go ahead and power cycle the Heat Link, if you are comfortable in doing so. In short, turn off the power to the Heat Link for a few minutes and then turn it back on. See if it has any reaction after when you press the button on it.

Best regards, 

AlexD

[Franky33]

Hi Alex,

I have tried all of the above mentioned checks.  For me the Nest controls one zone and the hot water, I have a different system for the other zones.  The other system is working perfectly with the boiler.  The only issue seems to be that the heatlink is dead.  I can't find a source for a new heatlink either !

Regards

Franky33

[AlexD]

Thanks for letting me know @Franky33 and thanks for trying. 

Let us check a few things quickly:

1. How long has it been installed for?

2. When did you first notice this behavior?

3. Was it installed by a Nest Pro or a heating/electrical engineer? 

4. Do you see any message on that thermostats display?

5. Have there been any power cuts in the area recently?

6. Have you had any work done on the heating or electrical system recently? 

[Big_Al_Mc_DL]

Hi Alex I’ve tried all these and it’s still not working. This is the 2nd time it has happened to me and I had to buy a full system last time as the heat link is not sold separately. It’s just not acceptable. It’s a faulty product or certainly has underlying operational faults. Can you send me a new heat link???

[Big_Al_Mc_DL]

I’ve also gone through all this for quite some time this evening with the help line and they didn’t know what’s wrong….. it’s been escalated to senior management but the phone operator COULD NOT GIVE ME ANY IDEA OF A TIME FRAME WHEN THEY WOULD GET BACK TO ME. 

Its is horrendous service. I’ve 2 young children and we have no heating! Please resolve. Alan 

[AlexD]

Hi @Franky33 , @Big_Al_Mc_DL , @Cb1 , I wanted to check in. Do you still need assistance? Make sure to let me know if you do. 

Hi @Big_Al_Mc_DL , I am sorry to hear you are having difficulties with your device and I am happy to hear you managed to get in touch with my colleagues. Yes, if it is required our colleagues escalate the case to our senior colleagues. Generally it should be between 24 and 72 hours at most. We are dealing with a very large number of contacts lately so there might be slight delays. Rest assured that our colleagues will reach out as soon as they can. I understand how important it is to have the system functional especially now as the temperatures are dropping. 

[AlexD]

Hi, I wanted to check in. Do you still need assistance? Make sure to let me know if you do.

[Franky33]

Hi AlexD,

Yes I do still need assistance.  My heatlink is dead, one of my heating zones is down.  I would buy a new heatlink if I could find one.  I think I fitted the thermostat in early 2020.  I'm sure you can check the product registration date.  My tabletop thermostat failed some time ago, but was replaced, so I don't need to replace that again.  I'm sure you have a record of the replacement.

Any help would be appreciated.

Regards, Franky33.

[CristianC]

Hi @Franky33,

Have you had any power cuts or work done on your heating/electric system recently? Please fill out this form so I can gather your details securely and let me know once you've done it: https://bit.ly/3oVDg4g. Please include the serial number of the thermostat, your full shipping address and the email address linked to your Nest account. Don't forget to also include your username. 

[Franky33]

Hi ChristianC.

We would occasionally have power cuts, maybe 6 months ago.  Certainly long before the heatlink failed.  No work done on our heating /electric system recently.

I don't know what username you are looking for.  I submitted my community username.

Franky33

[CristianC]

Thanks for letting me know. I've transferred your case to our senior team for review. They'll reach out to you with a resolution in the next 24 - 48 hours.