Broken heatlink, no power to v3 thermostat and no function heatlink button

[Camieljanssen]

My heatlink is broken with my Nest V3 thermostat

Power from mains is ok but no power is supplied to the thermostat. Also no green light is present on the heatlink and pushing the button to manually override heating on/off does not work. 

I read online everywhere that this is a common issue and is not acceptable for such a premium product after 4 years of purchase (Nest online shop). 

my 2nd Nest thermostat and heatlink are working fine (two separate heating zones) but I do not trust the other unit now as well.

Heating thermostats should be realiable as heating our homes are very important to my and my children. 

I hope for a swift reply and solution!!

best,

Camiel Janssen

[OannaCG]

Hi @Camieljanssen! Sorry to hear that you encountered issues with your thermostat but no worries, I'm here to assist you. I understand your point of view but there's always a possibility that any product of any type, electronics or otherwise, will break down over time. As I said above, I'll do my best to assist you and we'll sort this issue out, no worries.

Could you please provide me with these details?

What type of Nest thermostat do you have?
When was it installed?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)
Have you tried any troubleshooting steps before contacting us?

Also, could you please let me know if you tried these troubleshooting steps?

Check that the breaker switches are set to on.

Turn the fuse board switches (circuit breakers) off and on.
Turn on Manual Mode to verify boiler activation.

[Camieljanssen]

Hello Oanna,

thanks for your reply. I have checked all the circuit breakers, no recent maintenance was executed and power is supplied to the heatlink’s mains input (verified with voltage meter). However no power is supplied to the heatlink (no green light), manual mode does not work and also no power to the wires towards the v3 thermostat. The v3 thermostat is bought and installed around April 2019. The app gives a connection error for the thermostat as it has run out of power (obviously). 

hope this clarifies the problem and faulty heatlink. I would really be happy if Google can supply me or repair the heatlink. 

regards,

Camiel

[Vladut]

Thank you so much for all the details. I've just sent you an email. Would it be possible to have a look and reply when you can?

[OannaCG]

Hello, just checking in, did you manage to see the message above?

[Camieljanssen]

Hi Oanna?

Yes, I’ve received the email. I’ll be home in a couple days and then have access to the heatlink/serialnr and respond back!

thanks for keeping in touch and I’m answer when home. 

Best, Camiel

[OannaCG]

No worries, take your time. I'll be waiting for your reply.

[Camieljanssen]

Hello Oanna,

I’ve submitted the form with all the product details and postal address. Hope that we can quickly resolve this issue. I would really be pleased with a repair or replacement heatlink. In the meantime, I’ve manually connected the thermostat wiring leads to have functioning heating as temporary fix. 

regards, Camiel

[Vladut]

Thank you so much. I'd be more than happy to assist you with this one. I've just sent you another email. Can you please have a look?

[LarisaL]

Hi there, just checking in! Did you see the message from my colleague?

Many thanks, Larisa

[Camieljanssen]

Hi Larisa, what message are you relating to? I’ve given permission to monitor my data. After that, I’ve received no message. 

[LarisaL]

Got it. Sorry for that. I just sent you an email. Please reply to it with your option.

[Camieljanssen]

Thank you Larissa for resolving my issue. 
Just to be clear, do I need to send only the faulty heatlink or also the total thermostat (heatlink + thermostat + wall mount)?

best, Camiel

[OannaCG]

Hello! Please send back to us only the faulty Heat Link.

[Camieljanssen]

I choose the standard exchange. 
thank you again!

[LarisaL]

Hi there, just checking in! Is there anything else I might be able to assist you with?

[LarisaL]

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, Larisa.

[Paul_R]

I've set up your replacement and you have all the needed details in the email that I sent you and also the automated email with the shipping labels. Would there be anything else at the moment?