Heat Link has stopped working.

[ikoene]

Hi,

The Heat Link of our Google Nest Learning Thermostat (V3)  has suddenly stopped working after about 3 years of service. There is no real cause that can be identified.

An electrician has  confirmed that sufficient power goes to the heat link but there are no lights on the heat link. I've tried everything there is to find about this issue (factory resetting, holding the button for 30 seconds, etc). Nothing seems to work.

I have applied for customer support (https://support.google.com/googlenest/gethelp) about 2 weeks ago, but I haven't received any feedback. Is there another way I can contact support? Is it possible to get a replacement for the heat link?

Kind regards,

Koen

[AlexD]

Hi @ikoene, thanks for reaching out to us here. I am sorry to hear you are having difficulties with your device and I would be happy to try and assist. Did you reach out to my colleagues over email, chat, social media or phone? 

I would be happy to try and assist as well. It is great to hear you already checked the Heat Link. Did you also try to power cycle the Heat Link? Turn the power to it off and back on.

[ikoene]

Hi Alex,

Yes, we've tried the power cycle thing and everything. Nothing seems to make a difference.

In the meantime, I was able to make contact with a colleague of you through Twitter. I hope it can get resolved, as I'm pretty deep into the Google Home eco system and I was satisfied with everything so far. Buying an entirely new Thermostat would be a pretty big cost just to replace the Heat Link.

[AlexD]

Thanks for trying. It is great to hear you got in touch with my colleagues on Twitter. If you need any further assistance here, make sure to let me know. These are a few questions that my colleagues will most likely want as well, if you wish to continue here, just let me know: 

1. When was the thermostat installed?
2. When did you first notice this behavior?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any message on the thermostat display?
5. Did you notice any power cut in the area before this occurred?
6. Did you have any maintenance done on the heating or electrical system recently? 
7. Do you have only one or multiple Google Nest thermostat devices at the location?

[Paul_R]

Hi there! Have you managed to check the previous message?

[OannaCG]

Hey there, since we haven't heard from you for a couple of days, we'll close this conversation for now. If you still need help, let us know so we can continue. Thanks!

[ikoene · Accepted solution]

Hi,

Sorry for the late reply.

I was able to order a replacement Heat Link, replaced it and everything functions correctly again. Thank you for the support everyone!

Kind regards,

Koen

[Jenelyn_O]

Hi ikoene,

Thanks for updating us on what you've done to have it resolved by replacing your Heat Link. It looks like we've come to a solution so, this thread will be locked within 24 hours. If you have any other questions or concerns, feel free to create a new thread and we'll be willing to assist there. 

Best,

Jenelyn