Faulty Google Nest Heat Link

[ERB77]

Hello

I have a fault with my heat link. My boiler is working fine but the white box has no light and doesn’t respond to any reset instructions. The system was installed at in Jan 2020.

I had a plumber look at it today and he confirmed that the white box is dead. The dial has the  error message - the power to this thermostat is off. Lear more at nest.com/h72

I’ve not gad any problems with the system until now and it looks like it might be a fault with equipment, given so many others are discussing a similar problem in the forums.
Please could you let me know how I can get a replacement part so we can get our heating going again. I have three young children who need it!
Thank you 

Ed

[Lizmund]

Literally this exact this has just happened happened few minutes ago tonight. Does anyone know how long the guarantee is? Ours is about 14 months old. 

[Frustratedddd]

Have either of you searched for other posts here?

This has to be the most common question on here

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Users-with-Heat-Link-Failure-Read/td-p/27961

[Lizmund]

Thanks for the link to your other post. I joined and posted as a kneejerk when the problem occurred last night and initially the post I replied to was what I found. Afterwards I found a post with a phone number so I'll be calling today. 

[Frustratedddd]

The link isn't a problem showing anyone, the problem I have is WHY people do NOT search in their search bar??

I find simple words like ''Google Nest Contact Number'' is the fastest way, WHY waste your time for this bunch of clowns from Google on this Google forum to help you, they are hopeless.

You could have searched those few words, and your answer would have been sorted, meanwhile you have no heating, waiting for this bunch to help!! That's a joke!

I will bet you, still people will be posting, 'My Heat Link is Dead'', after this post as well.

Get my point?

[Lizmund]

So, I found a number on here and was going to call today, but last night I used Facebook messenger to contact them and they replied this morning before I could call. They've been helpful so far - of course they've asked me questions and wanted me to check some things, but now I've filled in a proper online form they sent the link to. They asked me to include a shipping address, so that sounds promising! Good luck with yours - I currently recommend the Facebook messenger route for the official Google Nest account

[Frustratedddd]

I don't need any repairs, I do repairs myself, I know the format inside out, and that's why I get so Frustratedddd with posts on here! People today are so involved with posting silly questions on forums like this, when they can just pick up a phone.

Facebook, forums etc. etc., your phone is for talking to people to get the answer, not mess about on these places!

I am trying to get the message through to people, sit back and wait for a reply here, OR ring them and get you heating working. The choice is theirs.

Even after this post you will see people saying 'My Heat Link is Dead! Oh dear.

[AlexD]

Hi @Lizmund , I am happy to hear you managed to get in touch with my colleagues. If you need any further assistance make sure to let us know on any of our channels.

[Lizmund]

Hi, thanks, no need now because I contacted Google Nest via Facebook messenger the night I originally posted and they got back to me the next morning. A new one is on the way 😊

[AlexD]

That is great to hear @Lizmund. If anything else comes up, don't hesitate to reach back out to us on any of our channels. 

[AlexD]

Hi @ERB77 . I would be happy to try and assist you. If you have not already make sure to try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power off and then back on after a few minutes, see if it has any reaction after. 

If it still has no reaction feel free to fill out this form so I can gather your details securely, and let me know once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A for the 3rd generation or 15A for the E version, the email associated with your Nest account and your full post address. Make sure to include your forum username in the "Social handle" field.  

[Willloveday2021]

I have the same problem the heat link is dead no lights on but the boiler and other thermostat are working fine. Tried completing the form but didn't have the correct serial number entered and not had a reply yet.

[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 ( thermostats ) are present in the setup?


Regards,
Cristian
 

[AlexD]

Hi, I wanted to check in. 

Do you need any further assistance? If so, make sure to let me know. 

[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.