09-01-2021 02:40 AM
Hi There - I’m getting error message H71 - but heat link is dead - no lights and unable to reset. Have had no power/electrical/heating issues or work done. The set up has been working fine for the past 2 years and I have no idea what has happened. Power to the boiler is fine - and have hot water.
11-01-2021 08:03 AM
Hey @Sand2000. You'll have to reconnect the thermostat to the Heat Link before adding it back to the app. Did the steps I posted earlier work?
11-03-2021 08:04 AM
Hello again. Just checking in. How's it going with your thermostat?
11-03-2021 09:05 AM
Hello Christian,
I've send my thermostat back to the company where i bought it. Thank god for EU garantee laws. Got a New one for free, but that is broken as well, wifi issue. It cant connect to the internet. No more Nest for me.
11-03-2021 09:26 AM
Hi Christian, not yet. I’ve got too much work in at the moment, but am going to give it one last go at the end of the week.
Thanks for checking in.
11-04-2021 08:46 AM
Hey @BillieTurf. I'm sorry to hear about what happened. Do you have any messages on the thermostat screen?
Hey @Sand2000. Let me know how it goes.
11-09-2021 03:04 AM
No, no massages. It just cant find ANY wifi network.
11-09-2021 03:08 AM
Oh no. Can you send me a photo of the thermostat screen in Settings > Network? Here are some steps you can try:
1. Restart the thermostat from Settings > Reset > Restart
2. Reset the Network settings from Settings > Reset > Network
3. Check if it picks up your mobile hotspot
11-09-2021 08:26 AM
Done it all. Reset to factory.
Reset to network.
Called google Netherlands for support. The machine is broken. I even read a forum where google aknowledges this wifi problem for nest thermostat.
11-09-2021 08:29 AM
Thanks for trying. Do you have a case number for your interaction with Google Nest support? Can you also tell me the battery level from Settings > Tech Info > Power?
11-09-2021 03:03 AM
Hello again. Just checking in. Do you still need my help?
11-10-2021 12:00 AM
11-10-2021 04:52 AM
Oh no. How far is your Heat Link from the boiler/pipes? What color is the LED on your Heat Link?
11-10-2021 05:22 AM
flashing blue and just outside boiler cupboard
11-10-2021 05:36 AM
Gotcha. Can you tell me the distance between the boiler and your Heat Link?
11-11-2021 03:52 AM
It’s about 30cm - this is the length of the lead
11-21-2021 05:22 AM
I have the same problem. The Nest Thermostat complained of not connecting to Heat Link, H71 error. Our gen 3 Nest heat link appears to be dead - no lights on it at all despite power to the unit being intact and no tripped circuit breakers. Switching off power and on again did not help. Boiler appears to be alive, but I cannot switch on the heating. I have contacted Google Support and am awaiting them getting back in touch with me hopefully for discussion of a replacement Heat Link.
11-22-2021 11:34 PM
My new heat link is not arriving for a few days. How can I use my boiler and radiators in the meantime?!?
11-22-2021 11:39 PM
Google told me they would reimburse a £30 temporary switch installed up to a cost of £100 allowing the system to be switched on. However engineer suggested the replacement heat link arrives fast enough that he suggested not to bother. It is a cold wait though!
11-23-2021 09:36 AM
11-24-2021 10:34 PM
I have a dead heat link too, 18 months old and supplier said bad luck, only gave 12 month warranty, just buy a new one. Pretty poor for what they cost. New one installed and working as it should (probably until the warranty expires)
11-24-2021 11:06 PM
Oh no! Same situation for me, but I didn't contact the vendor but went to Google Nest direct. It seems they are going to supply the replacement and installation free, but will only know that when we have sent dead unit and installer invoice back to them... 🤞
11-25-2021 12:42 AM
Thanks I’ll get in touch with Google, Pretty poor for it to only last that long.
11-27-2021 08:55 AM
Hi, if you are located in EU you have 2 year guarantee and the retailer HAS to replace it.
11-27-2021 09:42 AM
I’m in the UK so guess as we aren’t EU now that won’t apply. I will try and contact Google
12-04-2021 05:48 AM
I have the same issue as the others in here. Absolutely no power to the unit at the boiler. No power cuts either. Just totally dead.
12-04-2021 09:01 AM
I checked Google’s website and they do provide a 2 yr warranty that the wholesaler had to honour. I’m going to pop to screwfix tomorrow and have the argument.
12-13-2021 05:34 AM
Hey @Sand2000, @Hannah123, @Paul34, @Davedooby, @BillieTurf, @Nfndarn, @Danny043,
I'm really sorry for such a delayed response, but I'd like to help you out. Please let me know if you still need assistance with your issues and I'll be happy to offer it.
12-13-2021 05:57 AM
Hi Ana, we can turn out heat on and off with the Heatlink but cannot control the heat with the thermostat as we can’t bypass the H71 error code.
Any help would be greatly appreciated.
12-13-2021 06:19 AM
Hey @Sand2000,
I'll do my best to help you sort this out. Please try the following:
1. Restart the Heat Link:
2. Restart display:
3. Try to connect the thermostat with the Heat Link again.
Let me know how it goes.
12-13-2021 04:36 PM
I’m at a loss with mine because the wholesaler only provide a 1yr warranty, Google say 2yr but no idea how to arrange a repair or replacement, not impressed, especially as I see more and more going wrong. Wouldn’t recommend it anymore
12-14-2021 02:09 AM
Hey @Davedooby,
I'm sorry to hear about your experience, but the warranty that comes with our products is indeed 2 years, so if the retailer wouldn't help out with a replacement, we can do that for you if it's needed.
12-14-2021 10:37 AM
Hello,
I got in touch with google support, cant fault the service, new heatlink has been sent and I have fitted it today, all sorted now thanks!
12-14-2021 10:41 AM
I'm really glad to hear it got resolved. Let me know if there's anything else I can do for you.
12-14-2021 03:18 PM
Hi, I’m hoping for a reply from Google but nothing so far. Have sent all details, proof of purchase etc. Screwfix have said they’ll replace it assuming they have written authorisation from Google as there screen shows 12 month warranty only.
12-14-2021 03:34 PM
@Davedooby I contacted support through the nest app, on the home page top 3 lines and go to support put all your details in there and I was contacted via email. I had to provide some info and was informed mine was just out of the 2 year warranty but google would send a replacement, I raised the case on sunday and received the replacement today, fitted and all working fine now I cant fault google for their service.
12-15-2021 12:50 AM
Hey @Davedooby,
If you give me your case number I can have a look and leave a note for the agent who's handling it. Maybe I can help speed things up.
12-15-2021 10:33 AM
Thank you, I don’t believe I have a case number?? I entered all the details on the warranty part of the website, had to attach proof of purchase and provide serial number etc and it said I’d have a reply up to 14 working days but that was it.. should I try again?
12-16-2021 02:23 AM
Hey @Davedooby,
Did you send everything via email? If so, it would be best to contact us via phone or live chat, that is a much faster way of getting it resolved. If you want, I can create a case for you if you are ok with me sending you an email to the email address showing on your community profile and we'll be in touch this way.
12-16-2021 03:04 AM
Thank you for your assistance. I would very much appreciate if you could send an email. Happy for you to use my address. It was an online form I filled out before if I remember rightly.
12-16-2021 03:15 AM
I see. I sent you an email right know, please check your inbox and make sure to hit 'reply' when you answer so that it would get directly to me.