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?

[jayday]

Same issue here, gas engineer checked heating system yesterday,heat link not working,no power to it,all the forums suggest this is a common issue.called Google yesterday had to drop the call after 45 minutes, was told I'd get an email,have had nothing a day later

[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

[Dvbeek]

Same story here. No lights in the heat link. Happened out of the blue.  Thermostat dead, only a red or sometimes a green light blinkt. Reset button on the heat link doesn’t help. 

[Jason]

Same situation here. No sign of activity at all despite running various recommended tests. What are the options ref replacement assuming that's the answer? Ours is not old at all, so quite disappointed it has failed.

[AnnoyedofStaffs]

I’ve got the same problem, no lights on the link - there is power but nothing doing.  Thermostat keeps giving error message no power to heat link … can’t get anyone to answer on customer help phone lines

[jayday]

I'm thinking there's that many people with this issue I might write to a consumer column in one of the newspapers it's clearly a known fault with the heat link 

[Jason]

This might be a really stupid question...but now that my heatlink is dead (and therefore nest not functional) how do I actually turn my heating on? The boiler I have (worcester greenstar 8000 life) doesn't appear to have a manual setting to just turn heating on & off in absence of a thermostat...

[jayday]

The gas engineer showed me a manual way to do it, in our airing cupboard there's two white square box like components with a a small metal lever type thing, if I manually slowly move it up from one side to the other and set it in place this does the job. obviously only a temp solution

[Dvbeek]

@Jason you can’t. I think you have to install youre old thermostat for the time being until the problem with the heatlink can be solved. Lucky enough it is not that cold here. I will try to contact the helpdesk tommorow.

[Jason]

Thanks @Dvbeek, makes sense. We have only been in this house for a couple of months with no other thermostat...fun times. Hopefully Google will just sent a replacement heatlink but let's see...

[jayday]

Hi all, have finally got a resolution. So Google "Google nest customer support" then find your way through to the online chat option, I had to wait for a while but then got through to someone,they ask a fair few questions but I consistently told them the heatlink was dead, then escalated to senior support and finally a fantastic customer service experience where they were brilliant, full unit being replaced and on its way

[OZmisiri1988]

Hi Jayday,

I have the exact same problem as you've described.  Did the replacement Heat Link work and solve the issues with the thermostat too?

[jayday]

Hi sorry for the late reply yes all fixed and back to normal, Google replaced both parts, it's clearly a known issue

[OZmisiri1988]

Thanks for the quick response. Ive just received a new link but havent installed it yet. My nest thermostat also stopped working, was yours the same. Im trying to see if the problem is linked.

Last query I promise 

[DennisvanBeek]

Probably the battery of the thermostat is empty. Normally it’s charged by the heatlink. You can charge the battery yourself. Take the thermostat of the wall and use a micro usb charger to charge the battery for approx 2 hrs

[jayday]

So your next thermostat won't charge without the heat link but you can manually test the thermostat by charging at the back with a normal USB charger, if it doesn't charge manually than that probably needs replacing too

[Jason]

Great, thanks for the tip @jayday !

[Derrick]

I have the same problem that is detailed in this forum, no lights on the heat sink, but power confirmed to by a Boiler engineer and electrician. Tried hard reset on display, no joy cannot reset the heat sink as the lights are not illuminating. Google please help

[CristianC]

Hello everyone,

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 are present in the setup?

Regards,
Cristian

[Geronimo]

I’ve tried all that same symptoms with no power  but newer heatlink than Derrick. Installed May 2020. Working perfectly until a couple of weeks ago. I’ve tried everything. I spoke to the installer he said it sounds like thff we heat link is faulty and to ask for a new one to be expedited

[gracie0808]

Hi - I have had the same issue and had it installed around the same time (May 2020). My heat link has died (no lights at all) only a few days ago and getting a H71 error message on the thermostat. I can't get the heating to work but the hot water works fine so I know it's not the boiler. I have tried for days to get hold at someone at Google Nest support but haven't been able to connect with anyone. Can anyone tell me how to get heating on in the interim please?

[DennisvanBeek]

Hi Christian,

I have installed my Nest thermostat january 2020.

There were no issues during or after the installation. Everything worked well until monday last week.

I have had contact with the Google Nest support last week and i had to charge the battery of the thermostat for 2 hours, after that i had to connect the thermostat back on the wall and reset the heatlink. After connecting the thermostat back on the wall the heatlink still doesnt do anything; no lights nothing. The thermostat did give an erorr on the display: H72.

We haven't had any power cuts recently.

We haven't done any work on the electrical or heating system recently.

I have one zone.

[CristianC]

Hi DennisvanBeek,

Please try 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

I you still have no LEDs on the Heat Link, send me a reply with your case ID so I can search for it. If you can't find the case ID in your emails, fill out this form so we can gather your details securely and let us 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.


Regards,
Cristian

[AlexD]

Hi, I wanted to check in. 

Make sure to let us know if you need further assistance and if you filled out the form, as we'll have to check for it once it is on our end. 

[Nige]

Hi,

No lights on the heat link regardless of pressing button or powering off and on. I have filled in the form you sent a link to but I don’t have access to the serial number with there being no power to the thermostat!

[AlexD]

Hi Nige. 

You should be able to locate the serial number on the back of the thermostat display. Grab it by the ring and gently pull it off the base, you should see it there.

You can also locate it on the product box, if you still have it, or in the Nest app, if the thermostat is added to it, under the Settings> Technical info section. 

Just make sure to fill it out one more time with the serial number as well, then let us know here.

Also make sure to include your username from here in the Social handle section. Without it we won't be able to confirm the form submission. 

[Nige]

Ok done that

[AlexD]

Awesome, got it. 

Me or one of my colleagues will reach out to you over email soon.

[Benc92]

Hi Alex

I’m having the same issue as described here in thread and tried all the troubleshooting to no avail, can you send me the link to this form to fill out too please? 

[Breener33]

Hi, I have the same issue as others in the thread. I filled in the form in the link above a few days ago and have heard nothing yet - can someone please revert ASAP? 

Thanks. 

[ElizaS]

Oh my gosh, same experience here. Did all the same things you did and no response. We are freezing cold now inside the house! I will ask my husband to contact the customer service for replacement. I'm wondering why this is happening now to most of us? 

[Ncrocky]

Same issue here.  No lights on heat link

and therefore it won’t control the heating.  Hot water fine but Nest isn’t controlling that. Will power us with usb but won’t control the boiler. 16 months old.  Need it sorting as soon as possible, any ideas, or than hun it and folk out £200 for more reliable bit of kit

[DennisvanBeek]

I’ve had contact with google nest support and they’ve send me a new heatlink. Now everything works fine again 

[Geronimo]

Hi Dennisvanbeek, 

how did you get in touch with Google ? I was on the phone for 50mins the other day in the end I hung up as I had an appointment. It’s so frustrating. 

[DennisvanBeek]

I Made a phonecall to the nest support desk. (Netherlands) It took them almost 30 minutes to ask all theire questions but at the end the have send me a new heatlink. The old heatlink i had to send back for research. 

[AnaM]

Hey there, 

Since this issue is resolved and there's nothing else that you need at the moment, I'll lock this thread now. You can reach us out for any other questions or issues on any of our Support channels.

[RSweetman]

Could you please tell me how to get in touch with Nest support. phone number or email please. Exactly the same issue myself!!

[EnusK]

I've had the same issue, Heatlink completely dead, no power whatsoever. Done some trouble shooting online and called google helpdesk who went through the same thing I already done (Hold the button for 20 sec etc).  Had a boiler engineer come round today who confirmed Heatlink isn't receiving power. Only had the Nest Thermostat for a year and din't expect it to get damaged so soon. Helpdesk  took some details and said someone from the technical side will be in contact with me in a couple days. Hopefully I get a replacement, but extra cost now to get it fitted by engineer. 

[Amir6500]

I have the same issue no lights coming on the heat link at all. When you plug a usb cable into it you get a solid yellow light and if you press the heat link button a green light but again it doesn’t get recognised by the thermostat and won’t connect to it. I have spoken to Nest but they have said they will get back to me in 24 -48 hours. Will be without heating. Maddening as it’s an expensive piece of kit which shouldn’t go wrong like this. Does anyone know if it has to be replaced or can be fixed with doing something yourself ?