Faulty heat link

[Adamedwards3]

Hi. I have a fault with my Google nest heat link. I have a power supply but no lights. Plus I have no 12V supply coming from the unit to the thermostat. How do I get a replacement heat link only and will it still be under warranty. I have had it for approx 18 months. Which is very disappointing that I’m already looking at having to replace the unit. 
Thanks

[Frustratedddd]

Nest warranty is for 2 years, BUT - Assuming your in the UK, one way is to return back to your place of purchase. 18 months is not a problem if you purchased from a retailer, as your covered for a lot longer than 2 years by the seller. You may not have known that?

[CristianC]

Hello @Adamedwards3,

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

[CristianC]

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

[Cold-Nest-user]

Hello 

I also have a faulty heat link and therefore have no central heating at the moment. I've had the system checked by a heating engineer who has confirmed that there is no issue with power, electrics or wiring from the boiler and the issue is a fault on the heat link. We've had the heat link in place and working fine for around 3 years. The thermostat was working okay, but now the battery is flat as there's no connection to the heat link. I've been told that Nest will replace a faulty heat link. Can you let me know next steps please? Thanks 

[AnaM]

Hello @Cold-Nest-user,

I'm sorry to hear you're experiencing the same issue, but I'm here to help. Did you try the troubleshooting steps suggested above? Also, can you please answer these questions:

1. How long has your thermostat been installed for?
2. Did the issue happen during the installation?
3. Is there any error on the Nest thermostat display?
4. Have you had any power cuts recently?
5. Have you had any work done on your electrical or heating systems recently?
6. If yes, was the power properly restored at the fuse board after work was done?
7. How many zones ( thermostats ) are present in the setup?
8. Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
    

[AlexD]

Hi, I wanted to check in. Do you need any further assistance?

If so, make sure to let me know. 

[CristianC]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.