3rd Gen heatlink failure

[MrH]

Hi

I have 2 x nest thermostats (and heat links) for each zone in my house (upstairs and downstairs) one of the heat links has completely packed up and we get the H71 warning on the thermostat.

I have had an electrician in to check all the wiring just to be sure and he confirms my suspicions.

I have also tried holding the bottom down for the recommended 10 seconds and even 30 seconds with out success.

The heat-link is 18 months old. 
I’m certain that this falls under warranty, how do I go about getting this replaced? 
it’s the start of winter so I’d like to get this issue fixed ASAP

[CristianC]

Hey @MrH,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

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?


Regards,
Cristian

[MrH]

Hi Cristian

Press the button on the Heat Link and check if you have any lights on it - no lights
Check if the circuit breakers and the switches are set to on - checked, all in order
Turn them off and then back on - done, no luck
Press on the button again and check for LEDs - pressed button, pressed  again for 10 seconds and pressed again for 30 seconds, no light whatsoever.

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

How long has your thermostat been installed for? approximately 18 months
Did the issue happen during the installation? no
Is there any error on the Nest thermostat display? the error message is the H71 message, followed the troubleshooting steps with no luck, the heat link unit is dead
Have you had any power cuts recently? no, everything is normal
Have you had any work done on your electrical or heating systems recently? no
If yes, was the power properly restored at the fuse board after work was done? no issues
How many zones ( thermostats ) are present in the setup? We have two zones set up, upstairs and down stairs, so we have two thermostats and two heat links. That is why I know this particular heat link is dead because I can compare it to the good one

The serial number of the faulty heat link is G6K20B I found this on the bottom of the heat link

[CristianC]

Thanks for the details @MrH. I want to open a case for you. Can I send you an email to the address shown on your community profile?

[MrH]

Hi Cristian

Yes please do

[CristianC]

I just sent you an email. 

[MrH]

Thanks for the quick reply, I have since responded to your email.

[CristianC]

Thanks for getting back to me. I just sent you a reply.