Faulty Heatlink

[MiriamSchneider]

I have a Nest 3rd gen. My heatlink device is completely dead with no lights on. I've checked the mains supply which is fine. What can I do?

[LarisaL]

Hi there @MiriamSchneider! I'm so sorry to hear about this, but no worries we'll get to a resolution. I will send you an email, on the email address that you have on Community, is that okay with you? You'll have to follow the instructions from the email and let me know once you've done them. 

Many thanks, Larisa

[MiriamSchneider]

That would be great, I appreciate your help! Thank you.

[LarisaL]

I just sent the email, please let me know once you completed the steps and in the meantime, please answer these questions:

1. What type of Nest thermostat do you have?
2. When was it installed?
3. Are you seeing any wiring report or error on the thermostat and/or the app? 
4. Have you recently had service or maintenance on your electrical, plumbing, or heating system? 
5. Were there any power outages? 
6. Have you tried any troubleshooting steps before contacting us?

[MiriamSchneider]

Hi. I've completed the steps in your email. In regards to your previous message:

1. I have a 3rd gen

2. Roughly 3 years ago

3. There was a H72 error code on the thermostat, but it has since run out of battery. The app shows 'offline'. 

4. No maintance to plumbing/electrics/heating systems.

5. No power outages

6. I have checked the mains power supply to the heatlink which is OK. 

Any help to resolve would be appreciated. 

[TudorL]

Thanks for all the info you've provided. Now, considering all the info I have here, we'll need to proceed with a replacement. Even though the unit is out of warranty, we can still replace the Heat Link, no worries. For that, we have a couple of options, but the one I recommend is through our partner BOXT, who can come to your residence and install a new Heat Link for you, free of charge. Do you wish to proceed with this option? 

[MiriamSchneider]

That would be great if I can get a replacement installed, thanks so much. How do we arrange for this to be done. 

[OannaCG]

Hello! I sent you an email with the link for BOXT and all the details you need to know. All you need to do is to open the link from the email. A form will pop up, and you're going to be asked some simple questions such as: the location of the boiler, the type of the boiler and so on. At the end of the form, a calendar will pop up with all the available dates and all you need to do from this point is to choose the date suitable for you. As mentioned previously, no charge will be applied for this procedure. Please let me know if you received my email and if there's anything else I can assist you with for the moment.

[LarisaL]

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

[MiriamSchneider]

I contacted BOXT and they replaced the heatlink yesterday, all seems to be working as normal today. Nice to have hot water again 🙂 thanks so much for your help! Great service!

[LarisaL]

I'm glad to hear that the issue is fixed now. Is there anything else I might help you with?

[MiriamSchneider]

That's everything sorted. Thank you!

[Vladut]

Glad my colleague was able to assist. For the time being I'm gonna close this thread. If you need anything else please feel free to start a new one. Have a great day ahead!