3rd failed heat link

[JPGUK]

This is the third time a “Heat Link” unit has failed!!

Each time i have purchased a complete new Nest Learning Thermostat, so i now have a 3 new Displays that I can’t use as i have users the “Heat Link” that came with the new thermostats to replace the ones that have failed, as I cannot leave properties without the ability to control the heating.

Ideally i would like Google to replace the “Heat Links” that have failed!! But if they won’t I would buy spare “Heat Links” so that i can at least use the rest of the kit in the box in other properties.

Does anyone know how Google are dealing with this issue ?? As there are many similar reports of customers with the same issues.

JPG

[Ying]

I'm having issues with my Heatlink as well, it has suddenly died despite it being less than 1 year old. No green light despite trying the reset. How do I get Google to send out a replacement? 

[tmjoaquin]

Hi, I'm experiencing the same problem.

Our 3rd gen nest thermostat heatlink (UK-EU) version has stopped working: 

-It is not supplying power to the thermostat (it works & charges independently via USB)

-LEDs on heat link are not powering on 

-We have tried different sockets, all of them work but the heat link does not.

-no fuses related, no changes on the electrical system, no storms or anything that could have damaged the system

-Tried pressing the button for 30 sec several times: still no led on

-Nest was installed 11 months ago

Please, google Nest customer service, could you help with this issue? 

Thank you very much

[AlexD]

Hi @JPGUK , @Ying , @tmjoaquin . I am sorry to hear you are having issues with your thermostats and would be happy to try and assist. 

Make sure to check all breakers and switches to make sure nothing has tripped. If power looks good try and power cycle the Heat Link, if you're comfortable in doing so. Just turn the power off and back on the the Heat Link for a few minutes. See if it has any reaction when you turn it back on when you press the button on it. 

If it still has no reaction make sure to let me know and also answer these questions:

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

5. Has any work been done on the heating or electrical system at the location?

6. Do you see any report message on the thermostat display or the Nest app?

7. Do you have one or multiple thermostats at the location?

No worries, no need to reply to the questions that you already provided the information for.

Best regards,

AlexD

[tmjoaquin]

Hi, @AlexD , thanks for your support. 

In my case I've tried different sockets, all of them supply power, but my heat link is not turning on, no led light is turning on and pressing the button makes no change.

Regarding your question:

1. How long has it been installed for? Since July 2019

2. When did you first notice this behavior? Yesterday, 18 hrs ago

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

4. Have there been any power cuts in the area recently? No

5. Has any work been done on the heating or electrical system at the location? No

6. Do you see any report message on the thermostat display or the Nest app? Yes, h72 on the thermostat and with the app.

7. Do you have one or multiple thermostats at the location? No

Thanks for your reply and for letting us know which are the next steps.

Best regards

Joaquín

[Eddie113]

Hi I have the same problem with my heatlink. After 3 hours on the phone to Google they won't do anything about it apart from suggesting buying a new unit !!!!! Never had such a bad experience with customer services they are completely useless and can't even get to speak to someone in the UK 

Think I'm going to rip it out and fit a Hive unit

[AlexD]

I am sorry to hear that @Eddie113. I'd be happy to try and assist if possible. Just to check, did you do the same steps as the ones I mentioned above? 

Hey @tmjoaquin , do you still need assistance with your thermostat? 

[Eddie113]

Hi Alex, I've tried everything including re pairing the device, as a qualified electrician I know what the problem is but no one at customer support can understand the issue. To make things worse Google do not want to help with the product as it is out of warranty. I find it hard to comprehend that there are no spares available for it, my only course of action is to buy a complete new unit for £190.00 when only the heat link unit is faulty.

[AlexD]

I understand your frustration. Depending on the troubleshooting done, especially if the warranty is expired, a replacement may not be possible. You can read more about our warranty policies here: https://bit.ly/3mFYUeB . 

You are correct, the parts are not available for purchase separately. Only as full units from our website.  

Some retailers might have them, most likely second hand units, but of course you can't be sure of the state of those items. 

I would be happy to try and look into your case, to check and see if there is anything else that can be done. Once I have, I will send you an email. 

[Eddie113]

Hi Alex

There's not much more to be done to help. The unit is out of warranty, when voltage is applied to terminal 4 (common contact for heating) a voltage is present at terminal 5 (call for heating) regardless of whether the thermostat is calling for heat or not - a fault within the heatlink !!!!

Unbelievable that Google do not hold spares for these, most reputable controls companies hold spare components for their products. I am in the heating and air conditioning industry and if a company did not hold spares for their products they would not get much business.

Perhaps the wider population should be informed that Google are unable to support their products once out of warranty   

[AlexD]

Thank you for clarifying @Eddie113 , so the issue is not that the Heat Link does not turn on, even though it has power as @tmjoaquin mentioned but that it seems that the relay has a voltage reading no matter of the state of the thermostat. 

Terminal 4, 5, 6 are used for the hot water side, not heating. If heat is requested or not it should not influence those terminals or the relay inside.

The common for the hot water side is terminal 5. Voltage should be provided in that terminal. With terminal 6 connected to the water system in case of a S plan or terminal 4 and 6 connected to the water system in case of a Y plan. 

In this case you would need to turn off the hot water schedule and bacteria prevention, to make sure nothing could be triggering that relay. Make sure power is provided to terminal 5 and then do a continuity test between 5 - 4 and 5 - 6 when boosting and when not boosting the hot water. 

It is important to do a continuity test as there can be some voltage leakage when checking for that, as all the wires are in close proximity. But when checking continuity there should be no continuity between 5 - 6 when not asking for hot water and continuity between 5 - 6 when requesting hot water. 

[AlexD]

If you apply voltage to terminal 4 and check voltage between terminal 4 and 5 when hot water is not active you will find that you have both voltage and continuity, as that is the normal state of that relay in that situation. 

[Eddie113]

Hi Alex

Sorry I was taking the mains in as terminals 1 and 2 (that's how electricians would number the terminals). To clarify, the continuity test was carried out with no wires connected apart from L&N and both the heating and Hot water relays passed the test. However when 240V is applied to terminal 2 only(heating common contact), with no other wires connected 240V is present at terminal 3 (normally open contact) which means there is a problem within the heat link.

[AlexD]

Gotcha. Since I already sent you an email and we discussed the same details there I will go ahead and close down this thread, so we don't reply to both and get mixed up. I will keep in touch over email.