3rd generation thermostat - heat link no power

[SamWhittaker]

I had a Nest 3rd Generation Learning Thermostat installed in July 2021. It has worked perfectly until last Saturday. 

The Heat Link is no longer power, despite it receiving power. Consequently, the Thermostat is no longer charging and is dead. I have confirmed the Thermostat is working by charging it using a USB cable. 

I have tried the following troubleshooting steps without success:

• 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

To assist, answers to questions I’ve seen on another similar post:
 

• How long has your thermostat been installed for? July 2021
• Did the issue happen during the installation? No
• Is there any error on the Nest thermostat display? Yes - H72 (Heat link not receiving power)
• 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? N/A
• How many zones are present in the setup? One 

Many thanks, Sam

[TudorL · Accepted solution]

i there and thanks for reaching our Community. I'm sorry about the issue you're facing, but I'll do my best to help you out. Thanks for providing all the troubleshooting results beforehand. Would it be alright if I send you an email on the address that is linked to your Community account? 

[SamWhittaker]

Yes, that would be great! Thank you. 

[TudorL]

Great, I'll do it right away. 

[TonyV69]

Could I receive an email on how to fix the issue too?

[TonyV69]

Sam,

Did the email Google sent you help fix the issue with the thermostat?

[Paul_R]

Hi there @TonyV69! I'm sorry to hear that you encountered this issue too. Could you please respond to the following set of questions and confirm the steps at the end have been tried?

1. How long has your thermostat been installed for?
2. Are you seeing any wiring report or error on the thermostat and/or the app?
3. Have you recently had service or maintenance on your electrical, plumbing, or heating system?
4. Have you tried any troubleshooting steps before contacting us?
5. How many zones are present in your setup?
6. Were there any power outages lately?

Troubleshooting steps:
1. Check for all the breaker switches to be on.
2. Turn the breaker switches off and then on again.
3. Turn on manual mode by pressing on the button of the Heat Link.

[TonyV69]

1. How long has your thermostat been installed for? July 2020
2. Are you seeing any wiring reports or errors on the thermostat and/or the app? No wiring report. Just a blinking green light. The thermostat displays a message "Place the thermostat on the base" when it's already on the base. 
3. Have you recently had service or maintenance on your electrical, plumbing, or heating system? Having our bathroom redone.  So electrical and plumbing on the house has been made.  Nothing was done to the heating system.
4. Have you tried any troubleshooting steps before contacting us? Yes, I looked on the Google community and followed some suggestions. Like removing the thermostat and charging it by plugging to USB power on my computer to charge it. Left on it charging for about 2 hrs.
5. How many zones are present in your setup? Just one, not a very large house.
6. Were there any power outages lately? Just one during a storm lasted about an hour.

[UanaC]

Thanks for the reply. Can you please confirm if you've also tried the troubleshooting steps?

Many thanks, Uana.

[TonyV69]

Yes, I have tried the troubleshooting steps to no avail.

[UanaC]

Got it. May I use the email address you're using in here to get in touch with you?

[TonyV69]

Yes you may. 

[AlexD]

I sent an email your way. Once you go through it, make sure to let me know here. 

[UanaC]

Hey @TonyV69 ! Just checking in with you. Did you receive my colleagues email?

[TonyV69]

Yes, I have. I apologize work in school and it very busy the last few days will get to the form tonight.

[AlexD]

Awesome, no worries. Just make sure to let us know here after so me or one of my colleagues can look for it. 

[UanaC]

Hello there! Not to rush you, but did you see my colleagues previous message?

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.