Faulty Google Nest Heat Link

[SeanE]

Does anyone know what I can do to escalate a Google Case ID? One of Google's agents told me last night that I would receive an email. Our Google Heat Link has stopped working and we have no central heating. The heating engineer said that this fault should not have occurred 2 years after installation.

[RameshB]

I have same issue.  Heating is running continuously after the thermostat has reached set temperature. Heating engineer says it's a faulty heatlink installed two years ago. Issue has just been logged via Google support on line. Annoying that Google do not have a support call number for this type of issues. 

[Frustratedddd]

@RameshB

Are you saying your Heat Link has power ie has a light on it?

You would be better starting your own post, otherwise this gets confusing replys

How old is yours?

[luciaaa]

Hi, @RameshB!

Thank you so much for reaching out to the community. I’m truly sorry the thermostat is running continuously after reaching the set temperature. I appreciate you taking the time to hire a technician. I’m happy to assist you!

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

• When was your thermostat installed?
• When did the inconvenience start? 
• Do you have more than one thermostat in your home? If so:
• Do any other thermostats have heating points that could explain the activation?
• For multiple zones, are only the radiators in a particular zone getting heated?
• Do you have a system or a combi boiler? Is the control On/Off or Opentherm?
• What is the status of the Heat Link's LED light?
• Have you experienced any recent power outages?

While you recollect this information, please try the following steps:

• Disable Bacteria Prevention: On the display, go to Settings > Equipment > Bacteria Prevention > Disable.
• Exit Manual Mode: If the Heat Link is in Manual mode, turn it off by pressing the Heat Link button once for one second.

To contact customer service in the UK, I recommend filling out the contact us form during business hours to ensure a qualified agent can provide the best assistance.

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

Best regards,

Ana

[Frustratedddd]

@SeanE

The first thing is someone could have advised you how to get the heating back on as a temporary fix!!

Secondly, if the thermostat is only 2 years old, the question would be who supplied the thermostat, where did you buy it from? I assume you are in the UK?

Are you handy with a screwdriver?

[SeanE]

I figured out that Google's after sales support in the UK seems to be hopeless for this product. Perhaps very few of these systems fail. Google sells mainly through Amazon now. Our heating engineer was great and installed the same type of system from a different firm. Fingers crossed that it does not go wrong now!

[Frustratedddd]

Hence I asked the question where you purchased it from, but you have not replied! Here in the UK we have a good system for faulty items.

Google DO have a support contact in the UK, you just need to search in a browser or on here to find them. I am certainly not a Google fan, as can been seen from a lot of my past questions, but your faulty stat may not be a Google direct issue!!

You say a few have failed, well I would guess at about 200,000+ with the same small component failure. I have repaired at least a 250+ with probably the same fault you have.

Amazon are a very small selling outlet, just look at Screwfix, Toolstation, B&Q, electrical wholesalers, they ALL set a huge amounts of these stats.

[SeanE]

Apologies for appearing to ignore your replies. Our heating engineer had bought the system from Screwfix. I was unaware that Google had any dedicated UK support. They failed to follow up the issue ID that I had raised with them. Our heating engineer could not find any Google replacement systems available from Screwfix or other 'tradesman's suppliers'. Only Amazon. I am sorry that I seem to be contradicting you. You seem to insist that you are always correct! The easiest way was to replace with a non-Google system available from one of his suppliers. I could check, but likely to be Screwfix or Toolstation. We could not tolerate a single extra day without central heating.

[Frustratedddd]

Well at least you are now working, but had you contacted back I could have offered a repair as I have others in the past! Obviously I would not of insisted! 

I could have also advised how to get the Nest running as a temporary fix as mentioned, without the loss of heat you have encountered. Anyway, you have heat and that's the best result.

[luciaaa]

Hi, @SeanE!

Thank you for posting in the community. I apologize that your Heat Link is not working as expected. I understand how crucial the Heat Link is for controlling your heating system, especially during the winter. I’m here to help!

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

• What type of Nest thermostat do you have? 
• Did the problem happen during installation or after installation? Was the thermostat installed by a Nest Pro or by a regular installer?
• When was it installed?
• Have you recently had service or maintenance on your electrical, plumbing, or heating system? If yes, how long was the power off for? 
• Did you experience any power outages? 
• Are you seeing any wiring report or error on the thermostat or app?
• What is the color of your Heat Link's light?
• Did you try to take the Heat Link out of manual mode? If not, you can do so by pressing the Heat Link’s button once. When you see the two green lights underneath the button turn off, the Heat Link is out of Manual Mode.

Additionally, I’d appreciate it if you could share any details related to the Heat Link inconvenience.

Please feel free to reply if you have any questions.

Best regards,

Ana