H71 error on Nest learning thermostat > how do I get a replacement from Google?

[PhilipJenks]

I have had my Nest Learning Thermostat 3rd Gen since March 2020 and it's been working fine.

Yesterday the Thermostat displayed an H71 error - 'unable to connect with Heat Link'. The Heat Link is properly connected, but displays no lights and is unresponsive when the centre button is pressed. All recommended fixes on Google website have been tried to no avail. 

I called a local heating engineer who fits a lot of Nests and he said this is a known problem and I'd need to apply for a replacement from Google under the manufacturer's warranty. Does anyone know how to do that (I'm in the UK)?

Thanks

[Alpha18]

The same thing happened to me last week. 

Go to the Google nest support webpage and opt for live chat. It's a bit of a wait, but you'll actually be able to speak with someone (most of the agents I've dealt with are helpful, but there are the occasional rude and obnoxious ones). After some remedial trouble shooting they'll escalate your case and 'senior' agent will dispatch a replacement as well as send you details of how to claim reimbursement of costs for its installation. 

Replacements are usually sent overnight, but I had to chase mine three times because it wasn't actually dispatched for 4 days (although it did arrive the next day once it was sent out). 

[CristianC]

Hi @PhilipJenks,
 

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
 

[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.