Heat Link stopped Working

[FearNus]

Hiya,

Our Google Nest Thermostat was installed 2years ago & all worked fine. Until now when we want to fire up the heating system for the first time this Winter.

So the Heat Link is not showing any lights. I pressed the button for 20 seconds to reset it & it has not jumped to life. I have no idea what has happened to it.

So, is it possible to get a replacement Heat Link or do I need to get the two units again?

Does anyone have any ideas?

Help !!!

Rgds,

[AlexD]

Thanks for reaching out to us here @FearNus . I am sorry to hear you are facing difficulties with your thermostat and I would be happy to try and assist. 

If you haven't already, check the breakers and switches at the location, to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch on it. Confirm it has power, it should have a display or LED that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power to the Heat Link off for a few minutes and then turn it back on. See if it has any reaction after, when you press the button on it. 

Also let us check a few things:

1. When was the thermostat installed?
2. When did you first notice this behaviour?
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?
 

[FearNus]

Hi Alex,

Thank you very much for coming to my help.

Yes, I have checked all the breakers & switches here & nothing has tripped. There is indeed power going to the device & I did power the device off for a few minutes & turned it back on after a few minutes. But no joy.

To answer your questions:

1. It was installed roughly two years ago.

2. I only noticed last night when I went to fire the heating on for the first time this Winter.

3. It was installed by an Electric Ireland (the main electricity provider here in Ireland) electrical engineer.

4. I did not notice any message on the display.

5. There have been no power cuts here.

6. No maintenance done recently.

7. Only one Google Nest thermostat in the house.

Rgds,

[Vladut]

Thank you so much for all the details. Would it be okay for me to send you an email for you to leave a reply?

[FearNus]

Of course you can.

Thank you.

Rgds

[Vladut]

Great. I've just sent you the email. Can you please follow the instructions and ping me when you're done?

[FearNus]

Hi Vladut,

I don't know how to "ping" but I received your email, thank you. I have just replied to it now.

Rgds.

[LarisaL]

Hi there! I find your case, but it looks like you entered the serial number of the base. I sent you an email, please reply to it and let me know once you've done it. 

[FearNus]

Hi LarisaL,

Thank you for your message. I have just replied to your email.

Thank you for all your help.

Rgds,

[LarisaL]

Would it be okay with you if we continue the conversation over the email?

[FearNus]

Hi LarisaL,

Yes, that is fine. 

Rgds.

[LarisaL]

In this case, if you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.