Heat Link not working on Google Nest Thermostat

[kellylouisesale]

I emailed you on the 7th November as Electrical Engineer confirmed problem with Heatlink. He says they go all the time and to ask for a replacement? We have been waiting almost 10 days for a reply from you?

[Frustratedddd]

Who have you emailed, as this is a community forum, not Nest themselves!

Did you try and talk to a person on the phone at all, it's much better to talk to someone?

What's wrong with the Heat Link, DEAD - No Lights at all?

Other questions you will be asked, where you purchased, and how long ago, and who installed?

[kellylouisesale]

Thanks for responding do you happen to know the phone number? I emailed # thanks 

[TudorL]

Hi there @kellylouisesale and thanks for reaching our Community. I'm sorry for the delayed reply, but I'm here to help you out. If you want to reach one of our live support agents, you can use this phone number: 

+44(0)-808-169-2307

Phone support hours:

• 8 AM to 7 PM GMT Monday to Friday
• 9 AM to 5 PM GMT Saturday to Sunday

Additionally, if you want to continue the troubleshooting over here, I'll need to document your issue a bit: 

What type of Nest thermostat do you have?
When was it installed?
Are you seeing any wiring reports or errors on the thermostat and/or the app? 
Have you recently had service or maintenance on your electrical, plumbing, or heating system? 
Were there any power outages? 
Have you tried any troubleshooting steps before contacting us?

Also, please confirm if you checked the following: 

Step 1: Check if the Heat Link is powering on. 
Step 2: Check if the issue is due to a power outage.
Step 3: Check if the cause may be related to the initial installation.
Step 4: Check that the breaker switches are set to on. 
Step 5: Turn the fuse board switches (circuit breakers) off and on. 
Step 6: Turn on Manual Mode to verify boiler activation. 

[LarisaL]

Hi there, just checking in! Have you seen the message from my colleague?