Gen3 HeatLink failed

[paulosgsm]

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

[AlexD]

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.

[paulosgsm]

Already tried this 

[AlexD]

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?

[paulosgsm]

1. Just over a year 

2. Yes

3. Yes It cannot connect to the heat link

4. No

5. No 

[AlexD]

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. 

[Vladut]

Hi there, just checking in with you. Did you manage to fill the form?

[AlexD]

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.

[Siware]

Hi team, I am also having a similar problem, please could you help?

I'm getting H72 Error message on my kitchen thermostat linked to underfloor heating. I have 3 zones, the other 2 zones are working perfectly on different heatlink for the radiators.

The kitchen heatlink has no led lights and when I push the button nothing happens. The thermostat is hard wired back to the heatlink and is now blank but charges when I take it off the wall and plug it in.

I called out my nest pro engineer that installed it and they have verified that there is power coming to  the heatlink box and said it might have burned out so need a new one.

Answers to the common questions above…

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

[Vladut]

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. 

[Siware]

Submitted thank you!

[AlexD]

Awesome. Me or one of my colleagues will soon reach out to you over email. 

Keep an eye out for it.