Heat Link Not Working

[Roxymonkey]

Hi,

3rd gen heat Link has stopped working. The power is on and the Combi boiler has power but the heat link doesn't have any lights on.  The heat link won't reset, there are no lights on at all.

It looks like you can't get a replacement; what do I do?

Thanks.

[DragosC]

Thanks for letting us know @Roxymonkey.

We're sorry to hear that. No worries, Help's here! 

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

Also, please answer 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?

[Roxymonkey]

It started 2 days ago when the power switched off, all power is now on and the boiler has power. The heat link does not have lights on.

Fuse box is all good. The heat link has no power. The boiler does.

[DragosC]

Thank you. I've sent you an email. Please follow the instructions from it and let me know when you're done.

[Roxymonkey]

Hi DragosC.

I've completed the form.

Thanks

[DragosC]

Thanks for letting us know. We've found your form, however, it seems the serial number filled out in the form is the serial number of the Heat Link. The one we need is the serial number on the back of the thermostat, starting with 09A. Please fill out another form and make sure all the details are correct as we can't change them. 

[Roxymonkey]

Hi @DragosC,

I've found the right serial number now.

Form submitted.

Thanks

[DragosC]

Thank you very much. Got it. 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.
 

[Roxymonkey]

All done

[DragosC]

Thank you so much for helping us diagnose this issue. From this point on, we'll set up a replacement for your unit. It looks like your area is covered by our installation partner BOXT, who offer next day installation services. We can send you the information required to book your replacement device with them; please note that choosing this option will require a credit or debit card only as part of the booking process, but no charge will be applied. Please check your email for more details.  Should anything else come up, we're just a message away. Have a great day ahead and stay safe!