3rd generation heat link

[Cpp]

Re Nest heat link 3rd generation.  Connected to T1&T2 No 12 volt power coming out of the unit. 240 supply in is ok. Have tried re sets and no success. The thermostat had no charge remaining so will not communicate with the heat link. Purchased in August 2020. Additional unit on property working fine of same age. Please advise. Thank you.

[Frustratedddd]

The first question you will get asked, are there any lights on the Heat Link?

You can keep asking questions on here and wait for replies, or ring Nest!!!

[Cpp]

thanks for the heads up!! No lights  at all despite re set procedures .

[CristianC]

Hey @Cpp,

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

[Cpp]

How long has your thermostat been installed for? 14 months
Did the issue happen during the installation? No
Is there any error on the Nest thermostat display? No. The thermostat has no charge remaining as there is no 12v coming from the heat link
Have you had any power cuts recently? No
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? There is 240 volts going into the heat link
How many zones ( thermostats ) are present in the setup? One

there are no lights on the unit at all after reset and factory re set.

[CristianC]

Thanks for the details, @Cpp. I want to open a case for you. Can I send you an email to the address linked to your community profile?

[Cpp]

Yes that hat would be great thank you. The system is actually at my son and daughter-in-law’s house but they have just had their first child and life is a bit hectic so I am trying to sort the issue for them. Please use this email: cperkins@sky.com 

[CristianC]

Sure thing. I just sent you an email. 

[CristianC]

Hi there. Just checking back in. I saw your reply and sent a follow up.