Faulty Nest Heat Link

[Steve8906]

Hi, I have a faulty heat link for my Google Nest that was working fine until I moved home. There is 240 volt supply going in, with no lights on and no power coming out. I think it needs replacing, please can you let me know what I need to do to get a replacement.

[CristianC]

Hi @Steve8906. 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
 

[Steve8906]

It was working fine before I moved house. It was uninstalled and then reinstalled by a qualified electrician but now it doesn’t seem to work. He has confirmed that power is going in but nothing coming out. No lights showing at all, button does nothing.

If I plug it in with a micro USB then an orange light comes on but nothing via mains. Not had any power cuts etc. It is 1 of a 2 zone system. The other thermostat and heat link works perfectly.

It does seem to be quite a common problem reading up on these forums. Would expect Google to recall or amend the faulty parts given how expensive they are.

How do I go about having somebody repair or replace it?

[AlexD]

Thank for the information. Just to confirm. Did it start this behavior right after you moved and installed it or was it installed and working for some time before this occurred? 

[Steve8906]

It was right after I moved and installed

[AlexD]

Thank you for the information. I would like to create a case and look further into this. Would it be ok if I sent you an email to the one associated with your account here?

[Steve8906]

Yes that’s fine, thanks

[AlexD]

Great. I just sent it. Once you follow the instructions in the email either reply to my email or let me know here. 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[Steve8906]

Hi,

Sorry for the delay, I will reply to the email later this afternoon.

[AndaD]

@Steve8906, don't worry. Just take your time and don't hesitate to let us know once it is done, so we can check it out.

[Steve8906]

FYI i have replied to the email. Hopefully we can get this resolved ASAP as i am currently without heating control in the downstairs of the house.

[CristianC]

Hey @Steve8906. I sent you an email on how to schedule a replacement with BOXT. An engineer will come out and install the replacement for you. I'm here if you have any questions. 

[Vladut]

Hi there, just checking in with you. Do you still need help?

[Steve8906]

Hi, I have a BOXT engineer coming out tomorrow so will update after if all resolved.

[Vladut]

That's great. Let me know if you need anything else. Have a great day ahead!

[CristianC]

Hello again. Just checking in. How's it going with your Heat Link?

[CristianC]

Hello there. I haven't seen any updates in a while so I'm going to lock this thread. Should anything come up, feel free to open a new one.