3rd gen nest thermostat heat link replacement

[Walshy]

Have moved house and brought the stat and heat link with me. It hasn't been connected for a few months and unfortunately the heat link is now not working. Power is at the unit but no lights whatsoever and have tried to reset etc. Just need to know where or how I purchase a new heat link if anyone can help? Thanks

[Vladut]

Hi there, thank you so much for reaching out. We do not sell spare parts but let's see what we can do about this situation. Can you tell us if anything happens if you press the Heat Link button for 30 seconds?

[AlexD]

Hi @Walshy , I wanted to check in. Did you get the chance to try out what my colleague suggested?

Make sure to let us know here if you need further assistance. 

Best regards,

AlexD

[Walshy]

Hi, 

Yep, been through all the procedures and no lights or connectivity. 

I did however plug it into a laptop with the port on the heat link which I'm presuming is for diagnostics and that does turn on the lights but can't figure out where to go from there. Once wired back in no lights and just operates as a constant live.

Any advice from here would be great thanks

Thanks both for getting back to me 

[AlexD]

You are correct @Walshy , that port is used by our engineers. It is not designed to operate the Heat Link, as it requires the high voltage from N/L, but it may turn on the LED lights on it. 

Let us check a few more things:

1. How long has it been installed for? (at the original location and after the move)

2. Was it installed by a Nest Pro or heating/electrical engineer? (at the original location and after the move)

3. Where there any power cuts in the area recently?

4. Has any work been done on the heating/electrical system at the location?

5. Do you have only one Google Nest thermostat at the location or multiple?

[Walshy]

Hi

Thanks

1. Installed for 2yrs then left for 6months prior to being reinstalled 

2. Heating installer. Worked fine bo issues when originally installed.

3. No power cuts but wasn't working on re-installation.

4. Only to install the thermostat.

5. Just this one.

Thanks again

[AlexD]

I'd like to investigate this further please fill out this form so we can gather your details securely, and let us know here once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A, the email associated with your Nest account and your full post address as well as your username in the "Social handle" field. 

Once done let me know.

Or if you prefer to get in touch with us directly you can use the info in this link to get in touch with our support line: https://bit.ly/3kIfrO5 . They are open between 08:00 - 19:00 weekdays and 09:00 - 17:00 weekends. 

[Walshy]

Thanks 

Have filled in and submitted the form

[CristianC]

Hey @Walshy,

Sorry for the late reply. I've been searching for your form, but I couldn't find one registered under your username. Can you submit another one?

[CristianC]

Hello again. Just checking in. Do you still need my help?

[Walshy]

Hi tha ks for coming back to me. 

Have resubmitted a form I think all the information is correct 

Thanks 

[CristianC]

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

[CristianC]

Hello again. Just checking in. How's it going with your Heat Link?

[CristianC]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.