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H71 error on Nest thermostat and no lights on Heat Link

Hseventyone
Community Member

Subject line says it all and it seems that this is a common problem:

- Nest thermostat says can't connect to Heat Link and reports error H71

- no lights on Heat Link; boiler OK

- pressed Heat Link button for 20, then 30 seconds but nothing

- checked fuses but none tripped

- turned off/on all power in house but no effect on Heat Link

If Heat Link has failed (it's 2+ years old) then how to get another one *very* quickly? Without this we have no heat and no hot water.

Even though the thermostat is close to the Heat Link it used to frequently (once a week or so) complain of temporarily losing the connection to the Heat Link. But this is the first time the Heat Link appears to have no power.

I'm in Ireland and can not find any support number to call for a replacement.

1 Recommended Answer

AndaD
Community Specialist
Community Specialist

@Hseventyone, that's really awesome. I am glad to hear that the issue was sorted and you'll get a replacement. That's correct, in the meanwhile you can use your old traditional thermostat as a temporary unit until the replacement arrives. If you ever find yourself in a bind concerning with your Google Nest products, feel free to get in touch with the Senior agent that handles your case by simply replying to the email.

View Recommended Answer in original post

10 REPLIES 10

AndaD
Community Specialist
Community Specialist

Hey, thanks for reaching out. You did a great job in troubleshooting. We're sorry that you're having troubles with your thermostat, but no worries — I'm here to assist you. 

 

Could you tell me when it started happening? When was your thermostat installed? Was it installed by a Nest Pro or by a regular installer?
 

Thanks for the reply.

The H71 error happened about 12 hours ago.

Nest was installed by a Nest Pro (two techs from utility companies Electric Ireland/Circet) in March 2020.

How do I contact Nest support in Ireland? 

I have removed the cover off of the Heat Link and there's a microUSB connector. I've plugged in a charger and after ~10 seconds the green LED comes on. The thermostat then connects to the Heat Link and says all is fine. I then open the app and try to turn on the hot water and the heating but nothing happens.

What can I expect by connecting USB power?

 

AndaD
Community Specialist
Community Specialist

@Hseventyone thanks for the details, please let me know if you're willing to continue the troubleshooting steps here or would you like to contact our colleagues? Here you have our number and working times: Republic of Ireland Thermostats: +353-1-9099092 - Available 0800 - 1900 GMT Monday to Friday and 0900 - 1700 Saturday and Sunday.

The mini USB port on the Heat Link is designed to be used for software updates. 

Thanks for the number. If you have more troubleshooting steps then please tell me. I will also call that number but what i want is to have something working very quickly and/or a replacement Heat Link in the mail. If that's not likely today then I will re-fit my old thermostat and I won't be going back to Nest.

 

I got through to someone very helpful on that number so thanks for that. He was able to check the thermostat remotely and verify that indeed the Heat Link needed replacement. I've got an email about ordering the replacement (guy on phone said it would be free) so I will attend to that and reverting to the old thermostat or an alternative.

 

AndaD
Community Specialist
Community Specialist

@Hseventyone, that's really awesome. I am glad to hear that the issue was sorted and you'll get a replacement. That's correct, in the meanwhile you can use your old traditional thermostat as a temporary unit until the replacement arrives. If you ever find yourself in a bind concerning with your Google Nest products, feel free to get in touch with the Senior agent that handles your case by simply replying to the email.

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. Is there anything else I can try and assist with? If so, make sure to let me know. 

Thanks again for the support. The replacement unit is on the way. The guys on the phone were very good and got this arranged very quickly. They saw that I knew what I was doing so they didn't waste my time. You can close this issue now. If I have any other issues I'll start a new topic.

AlexD
Community Specialist
Community Specialist

That is great to hear. If anything else comes up make sure to reach out to us on any of our support channels or start a new topic here of course. I will go ahead and close this thread.