Heat Link not working H72

[horrox342]

Good morning. 

Our Nest Thermostat stopped working over a week ago. H72 error message came up on the display. There is no power to the Heat Link at all. No response when pressing/holding the button on the heatlink. 

What type of Nest thermostat do you have? 3rd Gen

Did the issue happen during installation or after installation? After

Was it installed by a Nest Pro or by a regular installer? Nest Pro

Are there any lights on the Heat Link? No

Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode? No

Are you seeing any wiring report or error on the thermostat and/or the app? No

Have you had any recent power cuts in your area? No

If yes, has the power been restored? No

Have you recently had service or maintenance on your electrical, plumbing, or heating system? No

Have you tried any troubleshooting steps before contacting us? Yes

How many thermostats do you have? 1

Please can someone assist me with this. 

Thanks, 

Alex

[Rayzer]

Hi, this happened to me a few months ago! You need a new heat link or you can get old heat link repaired? Try eBay for specialist repairer. I was fortunate that my boiler was only a few years old and the installer who supplied the nest control, came replaced It all for free next day! Also if you complain to Google they will send a replacement link and pay for it to be done by a specialist, but that takes about a week, with no heat or hot water!

[horrox342]

Hi, thanks. I have hot water, just no heating. I'm hoping Google can sort a replacement heat link out for me, it would appear that's where the problem lies. Would hope there is nothing I have to pay after only having it less than 18 months!

[Frustratedddd]

Did you purchase the Nest, or the Pro supply and fit?

[horrox342]

I purchased it myself. 

[Frustratedddd]

Well in that case the retailer covers you for at least 5 years!!

Nest offer a 2 year warranty, but that's not your consumer rights.

You can try calling Nest for a replacement, but they are your options.

[horrox342]

Anyone able to help with this? 

[Frustratedddd]

3 days into this and you have not rung Nest! This is a community forum, why not just ring Nest direct, you will get this sorted in half an hour!

[horrox342]

I work a 14 hour day, have a newborn at home. Very difficult to find the time. Thanks again 👍 

[DragosC]

Understood. Thank you. I've sent you an email. Please follow the instructions from it and let me know when you've done it. 

[horrox342]

Have done this just now DragosC. Thanks 

[DragosC]

Thank you @horrox342. We've sent you another email with all the details regarding the replacement. In this case, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!

As for the contact options, @Frustratedddd, before getting to the community forum, all the contact details are showed in the lower part of the online help page. From there, all the options are available for use.  Thank you for your feedback on the matter, we appreciate. 

[DragosC]

Or as @Frustratedddd mentioned, you could contact the live support channels and provide them with the thread's link, @horrox342 .

[DragosC]

Hi there @horrox342,

Thanks for reaching out. Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?
 

[Frustratedddd]

@DragosC, can’t the forum once and for all put a sticky as a header to the forum showing people contact information?

The amount of times people come on here and wait for days because they cannot use the search browser to find a phone number!

I don’t know why anyone with heating issues would not type “Google Nest Phone Number” in their browser, and get the problem sorted, but for some very odd reason they don’t.

you only have to read the first opening post of this users request, and it says “Our Nest Thermostat stopped working over a week ago”, that now makes it best part of 10 days. 
Why anyone would wait that long is beyond me, but a simple search for a number and problem solved.

Your thoughts?

[horrox342]

I do apologise, I'm not currently in a position to be able to be on the phone for an hour waiting for help, hence my reason for posting on here. If you're not able to help, please stay away from such posts. That said, thanks for your input 👍

[DragosC]

I can help from here as well, no worries. Please answer the questions above. 

[Frustratedddd]

No problem, but that would be the quick way to ring them direct. Failing that I could have repaired the Heat Link for you, but as you have everything under control now with DragosC, you will be OK. 

[horrox342]

Hi DragosC,

Thanks for the reply, I have checked all the above, replaced fuse with a new one and no different. It would appear the Heat Link is dead.