H72 nest error/ heat link failure

[Twocantik]

We have moved into our new home about a month ago. The downstairs nest thermostat/heat pump works fine but the upstairs one has been broken and unable to fix.

We tried to organise a Nest pro to review and they just stated it is an unfixable hardware issue and Google should replace. Would appreciate if we could get a quick steer and help on this

[Twocantik]

Have already followed all troubleshooting and nest pro said we need a replacement 

[EduardoN]

Hi @Twocantik,

Thank you very much for contacting our community! I understand that you moved to a new house a month ago, which is great, but the one upstairs is not functioning properly (you mentioned seeing the H72 error code), while the Nest thermostat/heat pump downstairs works well. Therefore, I appreciate you taking the time to contact a Nest Pro to verify what happened. Don't worry, I'm here to help you!

Regarding your interaction with the Nest Pro, who indicated to you that it is a hardware issue, and given that you mentioned you have already followed all the troubleshooting steps, I would like to ask you a few questions to confirm some points:

• What is the specific model of your Nest Thermostat and your Heat Link?

• What troubleshooting steps have you already performed on your own?

• What troubleshooting steps did the Nest Pro perform at your house?

Please feel free to share any additional details you think might be relevant.

Best regards,
Eduardo

[Twocantik]

What is the specific model of your Nest Thermostat and your Heat Link? 3rd generation (model 2.5)

What troubleshooting steps have you already performed on your own? Powered thermostat with usb for 90, manual reset of thermostat, checked breakers, charged heat link with usb

What troubleshooting steps did the Nest Pro perform at your house? Checked power coming into heat link amd confirmed all in order with wiring/setup and it is a hardware issue. 

[Twocantik]

We have paid 150 for this pro to check setup and they said there is nothing we can do other than you provide a replacement or we go with an alternative system.

[EduardoN · Accepted solution]

Hi @Twocantik,

Thank you for the information regarding the steps you and the technician have already taken. Based on the technician's report, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Best regards,
Eduardo