3rd generation thermostat - no power on heat link

[Nige]

My heatlink has suddenly stopped working - no lights at all but 240v is present at the terminals. Pressing buttons etc has no response. Appears to be a common problem with numerous other people reporting exactly the same issue. So what is the problem and solution?

[EnusK]

Hi Amir6500 I got a replacement (today) sent across as my heatlink was completely dead. I got an engineer to install it today as well. Your right, such an expensive piece of kit, you don't expect it to go wrong so quick, mine lasted approx 15 months. 

[Isabelle]

me too - mine lasted 15 months.  I had a "chat" with someone from Google Nest who said they'd be in touch about a replacement.  Not a peep so far.  I have no idea how to follow this up.  Meanwhile autumn is in full swing and winter is on its way.  Not happy!

[rahulrai19]

for me as well, it lasted 15 months only, today Google support told me that someone will call me sort out my replacement, lets see i will be end like you only 🙂

[CristianC]

Hey @rahulrai19. I'm sorry to hear about your Heat Link. I'm hoping that you'll be getting a replacement soon. If anything comes up, I'm only a message away. 

[rahulrai19]

exactly my confidence in this kit bit shaky now, luckily my one seems to be in warranty, but if this seems to be costly option as themostat, might go far cheaper version if it is playing again !!!

[Isabelle]

My Heat Link lasted 15 months.  I had a "chat" with someone from Google Nest who said they'd be in touch about a replacement.  Not a peep so far.  I have no idea how to follow this up.  Meanwhile autumn is in full swing and winter is on its way.  Any ideas how I can get in touch with someone to get this replacement soon?

[Geronimo]

Problem is a faulty heatlink. Solution is to report it to Google, they will send out a new one.  go to your Nest app and click on the three lines in top left hand corner. It gives you a contact us option.,use the chat facility it's the quickest way. Or use this link: https://support.google.com/googlenest/gethelp?hl=en

[Ady60]

My heat link has just packed up less than 18 months old 

[Geronimo]

Same.

Problem is a faulty heatlink. Solution is to report it to Google, they will send out a new one.  go to your Nest app and click on the three lines in top left hand corner. It gives you a contact us option. Or use this link: https://support.google.com/googlenest/gethelp?hl=en

[DannyJ]

I’ve now got the exact same problem. It’s completely dead. I’m in the UK, how do I go about getting a replacement for my 3rd gen heat link? It is still under warranty….just

[Ady60]

Get on the phone to them a replacement is currently taking 2-5 days to arrive still waiting on my replacement 

[DannyJ]

Sorry for the late reply…you can get them from the UK on Tel. +44 808 169 2307. 
Good luck. My replacement heat link arrived in a few days. House now warm and cosy. 

[Bloomers]

Thanks for the number, should get a call back to resolve within 24hrs.

[RSweetman]

Same issue myself, how do I contact google! just getting bounced around on here!!!

[Geronimo]

Problem is a faulty heat link. Solution is to report it to Google, they will send out a new one.  go to your Nest app and click on the three lines in top left hand corner. It gives you a contact us option. Or use this link: https://support.google.com/googlenest/gethelp?hl=en

[CristianC]

Hello @all,

Thanks for reaching out. Sorry for the late reply. I'll do my best to get these issues resolved as soon as possible. Please send me a reply if you still need assistance and let me know if you've already tried these 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

Regards,
Cristian

[Isabelle]

All sorted now - received new Heat Link, installed it and everything is working.

[CristianC]

Hey @RSweetman. You can ring us at 0808 169 2307. Let me know how it goes.

Hi @Isabelle. I'm glad to hear that everything is back on track now.

[MrAshieB]

Has there potentially been a firmware update recently?

I only ask as a few seem to have gone off recently. Mine has also decided to pack in this morning/through the night.

Currently at work, so will try the troubleshooting steps when I get home.

[CristianC]

Hey @MrAshieB,

Not that I know of. A software update shouldn't be causing this issue. Let me know how the steps went.

[MrAshieB]

Hi,

That’s reassuring and good to know. Thanks for your reply - I’ll report back later today!

[CristianC]

Sounds good. Take your time. 

[MrAshieB]

Hi @CristianC,

I’ve performed all troubleshooting steps for H71 but the Heat Link still seems to be dead, despite the power getting through the cable.

There are no lights whatsoever appearing on the Heat Link. Not sure what else can be done here?

[CristianC]

Hey @MrAshieB,

Thanks for trying.These are the steps if you don't have lights on the Heat Link:

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

If you've already tried the steps, please send me an answer to this template:

 

• 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 are present in the setup?

[MrAshieB]

• How long has your thermostat been installed for?

Beginning of March 2020 - 19 months.

• Did the issue happen during the installation?

No - has been working flawlessly since installation in March 2020.

• Is there any error on the Nest thermostat display?

Yes - Your thermostat can’t connect to the Heat Link and can’t control your heat. (H71 error)

• Have you had any power cuts recently?

None.

• 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?

No work carried out.

• How many zones are present in the setup?

1 zone.

All troubleshooting carried out but still no light whatsoever on the Heat Link. It just went off overnight or early this morning.

[CristianC]

Thanks for the details. I want to open up a case for you — please fill out this form so I can gather your details securely and let me know once you've done it: https://bit.ly/3oVDg4g. Please include the serial number of the thermostat, your full shipping address and the email address linked to your Nest account. Don't forget to put in your community username as well.

[MrAshieB]

Thank you @CristianC  - that’s filled in now 🙂

[Morello]

Hello ChristianC

my Heatlink has packed up overnight. Installed Sept 2019. No power. All troubleshooting done, my answers to the form are the same as Mr AshieB above. Need help please, house is getting cold. 

[Geronimo]

The heating engineer that removed mine said that he has stopped fitting them as a rule as he said they are really unreliable and work great for about a year and then start playing up. He has moved over to another well known brand instead ( the one where the bees live) 😉

[AlexD]

Hi @Morello . I am sorry to hear you are having difficulties with your system.

I see you already got in touch with my colleagues to get things back on track. If anything else comes up don't hesitate to reach out on any of our support channels. 

[Morello]

Yes, replacement heatlink has been sent out today. Seems a widespread issue. With the lack of heating I got in touch direct rather than waiting for a reply here. Recommend everyone else does the same. 

[MrAshieB]

Hi @CristianC @AlexD,

I don’t suppose there’s any update? Hopefully you received the form I submitted on Friday afternoon.

It’s been a chilly weekend without the Heat Link up and running, so hopefully we can find a resolution soon 🙂

Appreciate it,

Ashley

[CristianC]

Hey @MrAshieB. I found your form and transferred it to our senior team for review. They'll reach out to you with a resolution in the next 24 - 48 hours. 

[MrAshieB]

Thank you - They called this evening and a replacement has been shipped already due in 2-5 days. Thanks again for your help on this one @CristianC 

[Geronimo]

Problem is a faulty heatlink. Solution is to report it to Google, they will send out a new one.  go to your Nest app and click on the three lines in top left hand corner. It gives you a contact us option. Or use this link: https://support.google.com/googlenest/gethelp?hl=en

[Ady60]

So mine was replaced under warranty 5 days from phoning up and then having to phone back to get things moving as we was all cold in the house. When it arrived it wouldn’t connect wirelessly so after googling the issue it had to be hard wired in T1-T2 and it then connected but my question is now what happens if this replacement unit fail’s? Do you get 2 years warranty with this new heat link or is it still from the original purchase date?

[DannyJ]

This was my exact question to Google support and they implied that it would be taken care of with no charge. 

[Bloomers]

Same for me, thing the heatlink is faulty. How do you get a new one on warranty? 

[Bloomers]

called the number supplied by @CristianC within a few days I had a replacement on the way. now installed and all working ok again. Can't fault customer support.

[CristianC]

Hey @Morello. That must've been very inconvenient. I'm glad you got a replacement. 

Hey @Bloomers. I'm happy to hear that everything is back on track now.