Dead Heatlink with no lights

[EamoC]

Hi, 

I have a number of Heatlinks and Nest thermostats (5 in total). Today I went to my office and the thermostat was dead. I thought it was faulty but when I went to where the heatlink is located it was not on. I tried resetting the trip (where all 5 are powered from) and the other 4 all powered off and back on again but the office one remained off. I can only assume this one is dead and not supplying power to the thermostat hence it was off. I disconnected the thermostat from the wall in the office and powered it up by USB and it came on straight away. Does anyone know if Google are repairing the Heatlink units or replacing faulty ones? 

[luciaaa]

Hi, @EamoC!

Thank you for posting in the community. I apologize to hear that the office Heat Link might not be supplying power. I appreciate you taking the time to charge the Nest Thermostat to wake it up and restart the power. I’m happy to assist you!

To gather all the necessary information and provide you with the best assistance, please answer the following questions: 

• What type of thermostat do you have? 
• When was your thermostat installed?
• When did the inconvenience start? 
• Do you have a system or a combi boiler? Is the control On/Off or Opentherm?
• Have you experienced any recent power outages?
• What is the distance between the Heat Link and the Nest thermostat? Are the Heat Link and display on the same floor?
• Has there been any recent work done on your heating system?
• Is it displaying any error code?

In the meantime, please ensure the following: 

• Check that the loss of connection is not caused by the distance between components. If it's powered by a USB, bring the thermostat display closer to the Heat Link or move the base together as a unit. Also, it may be caused by signal interference. For more information, refer to this article: Troubleshoot wireless interference.

Additionally, if the steps above don’t work, please reset the Heat Link to default settings and restart the network on the display; after that, try to set up both devices again.

Thank you for your cooperation. I look forward to your response.

Best regards,

Ana

[EamoC]

Hi, 

Please see my answers below

• What type of thermostat do you have? Third Generation Nest Learning Thermostat
• When was your thermostat installed? About 2 years ago
• When did the inconvenience start? 2 weeks ago
• Do you have a system or a combi boiler? Is the control On/Off or Opentherm? systems and the control is for on/off and hot water on/off
• Have you experienced any recent power outages? No
• What is the distance between the Heat Link and the Nest thermostat? Are the Heat Link and display on the same floor? Distance is around 12 metres and they are connected by the power cable on the rear of the thermostat to the heatlink
• Has there been any recent work done on your heating system? No
• Is it displaying any error code? No, it's completely dead. 

[luciaaa]

Hi, @EamoC!

Thank you for your prompt response. I appreciate you taking the time to answer all the questions. I understand that the proper functioning of the heat link is essential to keep your house warm during the winter season. To help you further, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Feel free to reply if you have any questions.

Best regards,

Ana

[EamoC]

I have completed the form

[luciaaa]

Hi, @EamoC!

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Ana