Google Heat Link - no lights or power

[AR-5]

Hi

My Google heat link is no longer turning on, no power, no lights. Did the usb charge for 3 hours and pressed reset no joy.  Error H72 appearing on nest thermostat.

We had it installed in April 2021 have a nest learning thermostat. Supply and installation was with Electric Ireland. 

We have not had any power cuts, no work on our electric or heating systems, full power and checked fuse board. We only have one zone set up for the thermostat.

I wish to replace or have someone replace the heat link - if I can please be directed how to manage this or who to contact.

Any assistance would be appreciated.

Thank you

[LarisaL]

Hi there, thanks for reaching out! I'm sorry to hear about this situation, but no worries, we'll sort this out. I can send you an email and we can continue the process here or you can get in touch with one of my colleagues from live support (phone or chat) and continue with them. You can get in touch with them by accessing this link: https://goo.gle/43St1S2. Let me know which one you prefer. 

[AR-5]

Hi Larisa

Thank you for your reply.  I’m happy to converse over email.  Looking forward to hearing from you. 

Andrea

[Paul_R]

Hello Andrea! I've just sent you an email with a link to complete a form, please give me a message here once you've completed it.

[AR-5]

Hi Paul

Thank you for your reply, I don't appear to have received the email with the link to the form.  Would you mind resending it. 

Thank you

AR

[Paul_R]

Just resent it.

[AR-5]

Thank you Paul for your quick reply, I've completed the form.

[Paul_R]

We found it, thanks. We've just sent you an email, please check it out and reply to it. We'll continue via email form now on, so would there be anything else from us?

[AR-5]

Hi 

Glad you found it!  I didn't receive the email to reply to, can you please resend?

Thank you 

[Paul_R]

We've seen your reply Andrea, thanks. We'll go about proceeding with the replacement as soon as possible, but please be aware it will probably come through only tomorrow morning.

[UanaC]

Hello there! Just checking in with you. Did you see my colleague's previous message?

[AR-5]

Hi Oana

I saw the message from Paul R on Wednesday as above regarding the replacement and have placed my order.  Is this the message you are referring to? 

[UanaC]

That's great to hear. No, I was not referring to another message. In this case, 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, Oana.