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Heat Link is dead

GeorgiaA
Community Member

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. 

86 REPLIES 86

BillieTurf
Community Member

I have the exact same issue a of today. No power to the heat link what so ever. it is jut a dead piece of plastic

Darren
Community Member

Hi Georgia, I have the exact problem now with my heat link system, what did you do?

GeorgiaA
Community Member

Hi Darren - it’s such a pain! You have my sympathy. I have no solution just yet - am going to check fuse etc but if no joy am hoping they will replace it. 

I had the same issue, contacted their help desk and they’re sending out a new heat link and thermostat for me. 

CristianC
Community Specialist
Community Specialist

Hello everyone,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs
 

 

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones are present in the setup?




Regards,
Cristian

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. 

 

Did you get the chance to try out the suggested steps? If you need further assistance, make sure to let us know here. 

Hi Cristian,  I also have that same problem.  2 heating circuits in the house both with Nest thermostats and today the heat link controlling upstairs failed.  There is mains power to the terminals, but no lights on and it won’t reboot or respond in any way.

To answer your questions to others with this problem:

How long has your thermostat been installed for?  Just over 2 yrs
Did the issue happen during the installation?  No
Is there any error on the Nest thermostat display?  H72 Heat Link. The power to this thermostat is off
Have you had any power cuts recently?  No
Have you had any work done on your electrical or heating systems recently?  No
If yes, was the power properly restored at the fuse board after work was done?  N/A
How many zones are present in the setup?  2

Serial number is: 10CA01AC341903CY

Software: 2.1.2-1

Model: Amber 2.5

Thanks, Phil

Hi do you know word from we can’t buy replacement heat link 3rd gen

AnaM
Community Specialist
Community Specialist

Hey @Pdc1604.

 

I'm sorry to hear you're encountering this issue as well, but I'd like to help you out. Can you please confirm that the breaker switches are set to on and also if you tried to turn the power off to the Heat Link for a few minutes and back on to see if it made a difference? You can test that by pressing the button on the Heat Link afterwards to see if the Manual Mode works,

 

Hey @Ewelinadestiny,

 

You can try to reach out to local retailers and Nest Pros if you want to buy just a Heat Link as we don't sell that separately. You can tell me what's going on if you wish and I might be able to help you with a replacement if needed.

Pdc1604
Community Member

Hey Ana, you’ve gone quiet on me… did you get my reply?

Hi sorry

we managing around 200 flats all of them have nest thermostats, our team is very familiar with the device, recently 2 heat links been found dead. Power been coming through but no light on heat link thermostat dead, we had spare ones we replaced them and it’s working fine, the case is how can I get replacement 

Hi, Your 2 that failed sound just the same as mine, but mine’s a 50% failure rate not 1% 2 in 200!   Where did you get your replacement Heatlinks?

Hi. We needed to get heating up and running asap we had guests in the house so we bought new set, it’s a shame since we now have 2 nest heads perfectly fine but no heat links. How can I get heat link replacement  

Just like us, things always break at the worst times!  And it’s a shame, and frustrating that the Nest head thermostat part which appears the most complex and costly component seems very reliable, but the Heatlink (probably little more than a box containing printed circuit board) lets the whole thing down.  Both my son and son-in law decided this Christmas to change to smart thermostats and have decided to go for Hive instead of following my lead, right now I can’t say I blame them 🙁

AnaM
Community Specialist
Community Specialist

Hey @Pdc1604,

 

I'm sorry about the delay, I didn't receive your reply, do you still need help?

Pdc1604
Community Member

Hi @AnaM , thanks for coming back to me and sorry you didn’t get my last message, I’ve pasted the text below:

 

Thank for those suggestions, I actually found them in the community chat and tried all 3 with no luck.  My installer advised putting a circuit tester across the mains connections as that would confirm whether is was a power or Heatlink problem and if it was Heatlink I’d need new unit which you can’t buy on its own.  As I didn’t get a community reply in a couple of days and the house was already dropping really cold and we had guests coming for Christmas, I reluctantly found a local shop with stock and bought another complete set; installing that immediately brought the heat back on and it’s been fine since then.  But that’s left me with a big bill and working thermometer but no Heatlink to use with it!
Any help gratefully received.  Thanks,
Phil

AnaM
Community Specialist
Community Specialist

Hey @Pdc1604,

 

Thank you for your answer. I'm sorry you had to buy a new one but I could still help you out with the faulty Heat Link. Can I send you an email to the email address showing on your Community profile?

 

Pdc1604
Community Member

Hi @AnaM 

Yes, please use that email address.  Thanks.

AlexD
Community Specialist
Community Specialist

I sent an email your way. Let me know once you receive it and reply to it so we can take it from there. Thanks.

Pdc1604
Community Member

@AlexD    To confirm my previous reply… email was received and completed.  Did you receive? Phil

CristianC
Community Specialist
Community Specialist

Hi there. I found your case and sent you a follow up email. 

Hi @CristianC   No email received yet (spam checked too), would you resend or confirm the email address used please?  Thanks, Phil

Pdc1604
Community Member

@CristianC still no email received.  Would you resend please?  Thanks

Pdc1604
Community Member

@CristianC still no email received, would you confirm the email address used?. Thanks, Phil

AnaM
Community Specialist
Community Specialist

Hey @Pdc1604,

 

The same email address was used from the beginning of our email email interaction, that's also the one you've put in the form when you were asked to complete it. The last email my colleague sent you was about the account verification, did you get that?

Pdc1604
Community Member

Hi @AnaM 

Thanks for the update and confirming the form was received.  No sorry, I didn’t get the account verification, but any time anyone responds I do get an email in my Gmail inbox to tell me I’ve had a response… a bit of a mystery!  Could you resend please?  Phil

AnaM
Community Specialist
Community Specialist

Hey @Pdc1604,

 

I just sent you the email again, please check your inbox.

Pdc1604
Community Member

Hi @AnaM 

Thanks, email received and I clicked the link. I was already logged in to my account and didn't get the message 'did you contact Google support' so couldn't choose yes. I've replied to the email and attached a screenshot of what I did saw, I would also send it here, but cant see how to attach a file.
What am I doing wrong?
Thanks, Phil

AnaM
Community Specialist
Community Specialist

Hey @Pdc1604,

 

That's strange. Please tell me if you also have the Google Home app installed.

Pdc1604
Community Member

Hi @AnaM   I've clicked the link in your email and verified the account.  Yes, I do have e Google Home app installed

Phil

AnaM
Community Specialist
Community Specialist

Thank you @Pdc1604,

 

I've replied to you, so please check your inbox.

Sand2000
Community Member

hi, my heat link (about a year old) is dead with no lights at all. I have tried everything in the instructions/chats but nothing changes the H71 or the lack of lights in the heat link. I really want to put some heating on so please can you tell me how to get it replaced and if I can override it until that happens?

Many thanks

Sandra

CristianC
Community Specialist
Community Specialist

Hi @Sand2000,

Sorry for the late reply. I'll do my best to get this resolved for you. Can you tell me what troubleshooting steps you've tried so far?

Regards,
Cristian

CristianC
Community Specialist
Community Specialist

Hello again. Just checking in. Do you still need assistance? 

hi Cristian,

Thanks for the message. I was sent a new heat link this week, which I just had installed yesterday. However the Nest thermostat does not connect to it because it just keeps going to the H71 error. The engineer gave up in the end. 
I’m not sure where to go from here.

Kind regards

Sandra 

CristianC
Community Specialist
Community Specialist

Hey @Sand2000,

I'll do my best to get this sorted for you. What color is the LED on the Heat Link?

Sand2000
Community Member

Flashing blue

CristianC
Community Specialist
Community Specialist

Thanks for confirming. Let's try these steps:

1. Bring the display and base closer to the Heat Link and make sure the boiler is not in between the Heat Link and thermostat - only if possible.
2. Turn off the router and other WiFi or Bluetooth devices ( router, speakers, cordless phones, baby monitor, etc. ).
3. Select Replace Heat Link.
4. Enter the entry key ( do not confirm it yet ) — you can find it at the bottom side of the Heat Link, near the screw.
5. Restart the Heat Link twice by pressing on the Nest button for 30 seconds each time.
6. Confirm entry key.

Let us know how it goes.

Sand2000
Community Member
Hi,
The engineer removed the Nest thermostat from my Nest app and so I have to reinstall
that first. I can’t reinstall it because it only displays the H71 error code so I can’t get to settings to put in the entry key?
can I override this?
Thank you!