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Heat Link Broken

KM10
Community Member

My heat link appears to have broken. It has no lights on and pressing the reset button doesn’t do anything. I contacted the company who supplied and fitted the thermostat however they referred me to contact Nest. I tried to use online chat but it wasn’t available. Tried to request a callback, also not available. 1 - how do I get a replacement heat link? Is this likely to be covered by a warranty? I purchased in November 2021. 2 - if I can get a replacement, does it require a professional to fit it? Thank goodness this did not happen in winter!

1 ACCEPTED SOLUTION

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. I see you have been in touch with my colleague over email. If there is anything else I can assist you with, make sure to let me know. 

View solution in original post

16 REPLIES 16

Frustratedddd
Community Member

Assuming you are in the UK, you did the correct thing to start off.

The retailer is responsible for the repair/replacement NOT Nest!! More so when the unit is about 6 months old.

Go back to the company that supplied the unit, and tell them you want it repaired or replaced.

That way you use UK consumer law, and that covers you for a lot longer than Nest 2 year warranty. Do NOT get fobbed of by the retailer, demand they get the problem sorted.

AnaM
Community Specialist
Community Specialist

Hey @KM10,

 

I'm sorry to hear about your issue, and if you still need help, I'll be happy to assist.

 

If that's the case, please answer the following questions:

  1. What type of Nest thermostat do you have?
  2.  Did the issue happen during installation or after installation?
  3.  Was it installed by a Nest Pro or by a regular installer? Are there any lights on the Heat Link?
  4.  Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
  5.  Are you seeing any wiring report or error on the thermostat and/or the app? 
  6. Have you had any recent power cuts in your area? If yes, has the power been restored?
  7.  Have you recently had service or maintenance on your electrical, plumbing, or heating system?
  8.  Have you tried any troubleshooting steps before contacting us?

KM10
Community Member

Hi, I have 3rd generation learning thermostat.  This issue has occurred 18 months after installation.  It was installed by a nest pro. The heat link has no lights on.  The boiler has power and is on however does not activate when I press the button on the heat link. The error on the thermostat says the power to this thermostat is off and gives error code h72.  There have been no recent power cuts or maintenance.  I have checked that the socket the heat link is attached to is working - it is. I have switched all my power off and back on. I have no blown fuses.

AnaM
Community Specialist
Community Specialist

Thank you for your answers. 

 

If you have not already make sure to double check all breakers and switches to make sure nothing has tripped. Also check the boiler as it can have a separate isolation switch sometimes. Confirm the boiler has power, it should have a LED or display that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power off to the Heat Link for a few minutes and then turn it back on. See if it has any reaction when you press the button on it after.
 

KM10
Community Member

I have turned the power off and on. The boiler definitely has power. I pressed the button on the heat link and still no lights or activity

AnaM
Community Specialist
Community Specialist

Thanks for confirming. I'd like to  create a case for you. Can I use the email address showing on your Community Profile?

KM10
Community Member

Yes that email address is fine thanks

AnaM
Community Specialist
Community Specialist

Great. I've sent you an email, please check your inbox and when you reply to it, make sure to hit the 'Reply' button so it can get directly to me.

DragosC
Community Specialist
Community Specialist

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

KM10
Community Member

Hi, I’ve completed the form on the link I was sent. I’ve not heard any more update as yet

DragosC
Community Specialist
Community Specialist

Thank you. Now we'll need to authenticate your account. Please navigate to https://bit.ly/3r4qwdd and sign in with the email address linked to the Nest account before clicking "Yes". Let us know when it's done please. 
 

KM10
Community Member

Hi, I’ve now done this

DragosC
Community Specialist
Community Specialist

Thank you. Please check your email for the details. 

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. I see you have been in touch with my colleague over email. If there is anything else I can assist you with, make sure to let me know. 

KM10
Community Member

Hi, yes an engineer has come out today and replaced my heat link, so this is now resolved thanks

CristianC
Community Specialist
Community Specialist

Hey @KM10. I'm happy to hear that it's resolved. I'm going to lock this thread, but should anything come up, please feel free to open a new one.