Heat link disconnected from thermostat

[Jimbo1987]

There appears to have been a software update and now my thermostat will no longer connect to heat link. Tried resetting both and reconnecting as advised. Nothing works. 

[phoenix69864]

Hi, we've had this issue also. After several reset attempts I was eventually able to reconnect it to the heat link. You have to be quick to get the the reset option on the thermostat to wipe the update.

However my issue now is that it won't stay connected to the network and I cannot add /access it via the app. Let me know if you get any further, the support lines are closed now which is a pain!

[Elv1s]

Sorry, I don't have anything to add but also have the same issue and replying to get an update for your response

[GrahamD]

My Nest is not 'Seeing' or connecting to the heatlink. It was working fine earlier today.

I have reset both the heatlink and the nest unit. re-entered all the required codes Wi-Fi and connection code for the heatlink and still no connection even with the nest within a meter of the heatlink.

When I factory reset all settings on the nest, after a 'hamburger reset' I get asked for as language and then the unit attempts to connect to heatlink without asking for any more data.

Please help

[boybeattie]

At same stage as you. So frustrating 

Will check back if any update but looks like an update to nest then went all wrong

[Teddyboy68]

Hi.

My Heat Link has died, checked everything, wiring etc. How can I get a replacement ? Have it a few years and was working perfectly until now. Any advice will be appreciated.

Thanks.

Tim.

[Jimbo1987]

Still no update or reply so guessing it’s their issue and they know about it so trying to avoid answering. Thermostat still not connecting, luckily it summer. 

[boybeattie]

Their update on 15.07 has ruined it. Now telling me im out of warranty. No issues till update. In the bin. Taking this all the way.

[Jimbo1987]

Had to call. On the phone for 40mins after a taking it all the way to senior support. Tried to tell me it was out of warranty but had to explain the fault is theirs and I had proof. Software update has caused a fault. Agreed to send me a one time replacement which I’ve had to pay for, with refund once my faulty one is received. All installed now and working again. Waiting to see if there’s an “issue” with refund. 

[boybeattie]

I'm hoping for same outcome. This update has caused me grief. I'll try and call tomorrow as email contact leading to a dead end

[Elv1s]

I'm the same as some of the others. I went through customer support. They said they were aware of it and would send an update on the situation in a bit and then offered to send a one time replacement instead 

[boybeattie]

Called on Saturday. Said they would issue a replacement. I would have to buy but then refund me once I send old one back. On sat I was told I would get a call back and email. Now Thursday and nothing. Called again and they said they have sent it to a higher level of staff to check again. 

[Elv1s]

I got a new nest after going through customer support but it's still not connecting to an old heat link so I'll try the new one. Did anyone who got a new one find it still didn't work?

If you haven't managed to sort this customer support should be able to sort this even if you're out of warranty. They acknowledged it was a fault on their part (but that seemed to be a bot).