Heat Link - No power

[Chapps71]

Hi, 

I have no power going to the heat link box, no led lights, held the button for 30 secs, can anyone tell me where I can get a replacement. 
many thanks

[AlexD]

Hi @Chapps71 . I am sorry to hear you are facing this behavior from your device.

I would be happy to try and assist you.

If you have not already make sure to check all breakers and switches at the location, to make sure nothing has tripped. Also check the boiler to see if it has power, it should have a status LED or display that comes on to confirm it.

If it all looks good try and power cycle the Heat Link, if you are comfortable in doing so, by cutting the power to it for a few minutes. Turn it back on and see if the Heat Link has any reaction when you press the button on it now.

Best regards, 

AlexD

[Chapps71]

Hi,

thanks for the advice, I have tried all of your suggestions and still no power, there are no LED lights on the heat link.

I believe the heat link unit has failed, do you have any other suggestions?

many thanks

[AlexD]

Thanks for trying @Chapps71 , we want to make sure we try everything we can.

Next let us check a few things:

1. How long has it been installed for?

2. When did you first notice this behavior?

3. Was it installed by a Nest Pro or a heating/electrical engineer?

4. Did you see or do you see any message on the thermostat display?

5. Have there been any power cuts in the area recently?

6. Have you had any work done on the heating or electrical system at the location recently?

7. Do you have only one heating zone? Only one Google Nest thermostat or more then one.

[Chapps71]

Hi,

thanks for the quick response!

1. How long has it been installed for?

around 18months
2. When did you first notice this behavior?

The unit just stopped working, so no hot water or heating

3. Was it installed by a Nest Pro or a heating/electrical engineer?

qualified electrician 

4. Did you see or do you see any message on the thermostat display?

thermostat stats it cannot connect to the heat link 

5. Have there been any power cuts in the area recently?

no

6. Have you had any work done on the heating or electrical system at the location recently?

no

7. Do you have only one heating zone? Only one Google Nest thermostat or more then one.

only one unit

kind regards 

[AlexD]

THanks for all the info. I'd like to investigate this further please fill out this form so we can gather your details securely, and let us know here once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A, the email associated with your Nest account and your full post address.

[AlexD]

And @Chapps71 , make sure to include your user name in the "Social handle" field. So we can locate it once you filled it out and let us know here you have.

[Chapps71]

Hi,

just let I have completed the form sent.

many thanks

[AlexD]

Awesome @Chapps71 . Me or one of my colleagues will reach out to you as soon as possible over email.

[CristianC]

Hello again, 

Just checking in. How's it going with your thermostat?

[Chapps71]

Hi, I’ve finally had the new heat link fitted. I will be sending the old one back this week as per the instructions. Many thanks for your help 

[CristianC]

That sounds great. If there's anything else I can do for you, let me know.

[Mike964]

Hi AlexD could you please help my Heat Link has no LED, call an electrician who confirmed that there is power going to the box

[DragosC]

Thanks for letting me know all, 

Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Also, please answer to the following questions:

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)
Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

[Chapps71]

Hi, no this was sorted a long time ago. Thanks

[AlexD]

That is great to hear. Make sure to reach out to us here or on any of our support channels if anything else comes up.

@Mike964 , do you need any further assistance? 

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!
 

[AlexD]

Hi @Mike964 . Do you need any further assistance? 

[Mike964]

Hi we have the same problem no power to the heat link, we have had a electrician in to check everything on the code that comes up is H71