Heat Link dead (3rd gen)

[chrisbeach]

UPDATE: Since writing this I used the online chat (https://nest.com/choose-your-country/support) and they organised a replacement unit

I had a 3rd-gen Nest thermostat fitted in June 2020 and it's been working fine until last week.

I discovered the thermostat was off, and when I inspected the Heat Link, found its light was off. I checked the input terminals on the Heat Link and 240V was present. 0V on the 12V output terminals.

I tried pressing the button to active manual mode. Nothing happened. Also when holding for ten seconds, nothing happened. Holding for 30 seconds, nothing happened.

No recent power cuts. No evidence of a wiring error. No recent service or maintenance on electrical, plumbing or heating system.

Looks like the unit is dead. Could you please assist?

[CristianC]

Hi there,

Thanks for reaching out. I'm happy to hear that a replacement has been processed for you. Please let me know if there's anything I can do to help.

[Dangermouse3070]

CristianC I too have the same issue where the heatlink is dead and I have filled in the data capture form, what is the usual timeframe for a response?

[AnaM]

Hey @chrisbeach,

I'm happy to hear that it got resolved. Let me know if you need anything else. 

Hey @Dangermouse3070,

I'm sorry to hear about your issue, but I'd like to help you out. After getting the information below, I'll create a case for you.

Please answer the following questions:

1. What type of Nest thermostat do you have?
2. When was it installed?
3. Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
4. 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?
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?

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.
 

[AlexD]

Hi, I wanted to check in.

Do you need any further assistance? If so, make sure to let me know.

[AnaM]

Hey there,

Since we haven't heard from you yet, I'll close this thread. If you need any further assistance, feel free to open a new one.