Faulty Nest heat link

[Atlas12v]

Nest Heat link dead. No lights on the heat link despite power being fed to the unit. 

Thermostat obvs won’t connect as the heat link is dead. 

This is the 3rd Gen Learning type. 

[CristianC]

Hey @Atlas12v. I'm sorry to hear about your Heat Link. 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

[Atlas12v]

Hi Christian, 

All of the above were checked. The Heat-link was receiving power as it should but was dead. No lights or activity at all. 

This was installed in approx 09/2020 but we do not have the date, but definitely less than 2 years use. 

We had to buy a replacement Thermostat and Heatlink to replace this faulty one. Now installed and working correctly. 

Nothing else had changed so it's proved the Heat-link was the issue. 

Not great we had to spend another £190.00 to solve the problem which an item less than 24 months old caused. Not very confidence inspiring in the Nest products...

[Atlas12v]

[CristianC]

Hey @Atlas12v. Thanks for coming back to me. Just to double-check, you tried the steps and you saw no change, right? it does sound like the Heat Link doesn't work properly and I could arrange a replacement for it. Would you like that? Let me know and I'll send you an email to the address linked to your community profile. 

[Atlas12v]

Hi, We would prefer a refund of the attached order from Screwfix but if this is not an option we will accept the replacement heat-link. 

Thanks you

[CristianC]

Hello again. Since the device was not bought from Google Store, we won't be able to refund you. You can ask Screwfix for a refund. We can however replace your old Heat Link and cover the shipping and installation costs for it. 

[Atlas12v]

Yes please go ahead and organise the replacement to be sent. 

Thank you

[CristianC]

Sure thing. I just sent you an email. Let's continue there. 

[DragosC]

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

[Atlas12v]

Hi, as discussed via email I am now awaiting the replacement heat-link to be sent out. 

[AnaM]

Hey there,

Since you are in touch with my colleagues via email, I'll lock this thread. Feel free to open a new one if you still need assistance.