09-04-2021 08:23 AM
Hi,
Our Gen 3 Heat link has failed. We need a new unit. I have fully tested the unit and it has 240v to it and the thermostat is ok. There is no LED on, and pushing the button makes no difference.
The problem started with Heat link losing coms with thermostat on a regular basis. now the Heat link has failed completely.
We only need the heat link, but I can only find a complete kit available for sale.
Please do not ask me to run any tests as you have on this forum before. the unit is 100% dead.
Paul
09-11-2021 12:28 AM
I am sorry to hear your facing this behavior with your thermostat and am here to help.
You are correct, we only have full units for sale on our store as each Heat Link comes paired with a display.
I understand it can be frustrating to troubleshoot but we do need to check a few things to determine what is going on and how to best assist you.
First, if you have not already try and turn the power off to the Heat Link for a few minutes, if you are comfortable in doing so, then turn it back on. See if the Heat Link has any reaction after when you press the button on it. If you already tried this just let me know and we can move on.
09-11-2021 02:58 AM
Already tried this
09-11-2021 08:33 AM
Ok. Let us check a few things:
1. How long has the thermostat been installed for?
2. Was it installed by a Nest Pro or a heating/electrical engineer?
3. Do you see any message on the thermostat display?
4. Have you had any power cuts recently?
5. Have you had any work done on the heating or electrical system recently?
09-12-2021 06:14 AM
1. Just over a year
2. Yes
3. Yes It cannot connect to the heat link
4. No
5. No
09-12-2021 07:54 AM
Thank you for all the information.
I'd like to investigate this further. Please fill out this form so we can gather your details securely, and let us know here once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A, the email associated with your Nest account and your full post address. Also make sure to include your username in the Social handle field so we can identify the form you submitted.
09-14-2021 07:58 AM
Hi there, just checking in with you. Did you manage to fill the form?
09-19-2021 01:57 AM
Hi @paulosgsm , I wanted to check in.
Did you get the chance to fill out the form? If so, make sure to let us know here.
09-15-2021 09:12 PM
Hi team, I am also having a similar problem, please could you help?
1. How long has the thermostat been installed for? Was installed about 18 months ago when we had the whole house renovated along with 2 other units.
2. Was it installed by a Nest Pro or a heating/electrical engineer? Yes a Nest Pro engineer
3. Do you see any message on the thermostat display? It was showing H72 but now the thermostat is blank. It is hardwired to the heatlink. When I take it off the wall display and charge it, it comes back to life and shows the same error.
4. Have you had any power cuts recently? None
5. Have you had any work done on the heating or electrical system? No
Thanks
09-16-2021 06:59 AM
Re: Gen3 HeatLink failed
Thank you for all the information.
I'd like to investigate this further. Please fill out this form so we can gather your details securely, and let us know here once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A, the email associated with your Nest account and your full post address. Also make sure to include your username in the Social handle field so we can identify the form you submitted.
09-16-2021 09:15 AM
Submitted thank you!
09-17-2021 01:52 AM
Awesome. Me or one of my colleagues will soon reach out to you over email.
Keep an eye out for it.