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Faulty nest heat link

Kharn953
Community Member

Hi, I recently noticed that my nest heat link has stopped working. There are no lights showing on the display. I have confirmed that the device is receiving power (240v) and have tried all of the recommended fault finding solutions however I’m having no luck. I believe that a component on the circuit board inside the heat link has failed. 

I now have to charge up the nest unit via USB which gives me a fault code E4 - no power to the Rh wire and H72.

I’ve been reading through the other threads and it looks like this might be a common issue. Would you be able to help me out with a replacement unit and I’m happy to pay. I just need to get my heating sorted before winter comes. Many thanks. 

13 REPLIES 13

DragosC
Community Specialist
Community Specialist

Thanks for letting us know @Kharn953

Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Also, please answer the following questions:

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or message on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)

Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

Kharn953
Community Member

Hi, the thermostat was installed in 2019 as part of a new build property and I first noticed the issue around 3 weeks ago. 

there are no lights on the heat link.

the boiler only heats the water and I’m not able to access manual mode because the heat link doesn’t do anything when I press the button.

I see a H72 code spear which tells me I have no power. Although voltage is present at the heat link. 

I don’t believe I’ve had any power cuts. None to my knowledge.

 

I’ve not had any services to my heating/electric.

 

I have checked the fuse box and can confirm that the circuit breaker is working correctly and hasn’t tripped. 
And yes I’ve tried turning the circuit breaker on/off but no luck unfortunately.

 

DragosC
Community Specialist
Community Specialist

Thank you. We've sent you an email. Please follow the instructions from there and let me know when you're done. 

Kharn953
Community Member

Hi sorry for the delay, I have completed the form. Thanks for sending it over.

george_t
Community Specialist
Community Specialist

Hi @Kharn953. Thanks for letting me know. I have sent you an email with the next steps.

GeorgeT

AndaD
Community Specialist
Community Specialist

Hey @Kharn953, did you have a chance to check the email my colleague sent? Don't hesitate to let me know.

Kharn953
Community Member

Hi, I’ve not seen another email, the link that was sent out to me over the weekend had expired. Could I get another sent please. Many thanks 

AndaD
Community Specialist
Community Specialist

@Kharn953, I've just checked some details and everything seems to be alright, sorry for the confusion. Thank you so much for helping me diagnose this issue. From this point on, I'll set up a replacement for your unit. It looks like your area is covered by our installation partner BOXT, who offer next day installation services. I can send you the information required to book your replacement device with them; please note that choosing this option will require a credit or debit card only as part of the booking process, but no charge will be applied.

Kharn953
Community Member

That’s brilliant news, thank you very much for helping me out. And that’s no problem I’ll keep an eye on my emails for further instruction. 

thanks once again, much appreciated.

AndaD
Community Specialist
Community Specialist

@Kharn953

 

It's been my pleasure to assist you and thanks a lot for your contribution too. Don't hesitate to reach back if something else arises, we're just a message away. Is there anything else I can assist you with at the moment?

AlexD
Community Specialist
Community Specialist

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.

george_t
Community Specialist
Community Specialist

Hi @Kharn953. Did you manage to check the email from my colleague? 

GeorgeT

Hi, sorry for the delay I have been working away from home. I have completed the form. Many thanks