Heat Link stopped working - no lights, no reset

[TonusBonus]

Hi there,

I've seen a couple of posts on here like this but the two I've looked at had resolution by purchasing a new Heat Link...

The Nest thermostat went blank and the electrician who fitted it came and had a look. There are no lights on the Heat Link (3rd Gen I think) but he tested that there was electricity wired into it. I tried holding down the button on the front for 30+ seconds - nothing...

Is it fried? Do I need to purchase a new one and if so where? (UK)

I also read elsewhere that there was an issue with a certain year/batch of Heat Links... is this true?

Many thanks in advance

[Frustratedddd]

No lights, no power, sounds shot to me!!

Yes you can purchase another Heat Link, but not from Google, ebay is your best bet.

The story about a bad year, well that's not exactly correct, as newer Heat Links have failed for the same component.

You probably need to read more than 2 posts, and that might give you other solutions.

Silly question, but who fitted and where did you  purchase the thermostat?

[TonusBonus]

Frustratedddd - thanks for the reply - my electrician got the units new from his electrical supplier making sure they were the latest models (couple of years ago). I triust the electrician - he has fitted loads of these Nests for years...

Thanks for the info - it seems bad that there have been a lot of failures with the Heat Links...

[Frustratedddd]

I understand where your coming from, but in Nest defence [I am NOT a Google fan believe me, read my early posts after they stole my doorbell, and never seen again] this small component failure has cost them thousands!!!

The reason I ask where you purchased, [and it's nothing to do with who you trust], but as luck has it here in the UK we have consumer law. You will be covered for more than 2 years the manufacture states. A thermostat from the installer/retailer about 5 years cover! Look up consumer if you are unaware.

Good luck.

[TudorL]

Hi there @TonusBonus ! I'm really sorry to hear about this, but I'll do my best to help. Could you please respond to the following set of questions and also try the steps at the end?

1. What type of Nest Thermostat do you have?
2. Are you seeing any wiring report or error on the thermostat and/or the app?
3. Have you recently had service or maintenance on your electrical, plumbing, or heating system?
4. Have you tried any troubleshooting steps before contacting us?
5. How many zones are present in your setup?
6. Were there any power outages recently?

Troubleshooting steps:
 

1. Check for all the breaker switches to be on.
2. Turn the breaker switches off and then on again.
3. Turn on manual mode, by pressing on the button of the Heat Link.

[AlexD]

Hi, I wanted to check in. Did you see my colleague's message? 

[TonusBonus]

Just did - thank you

[TonusBonus]

Hi TudorL, thank for getting back sorry for the delay.... to answer your questions...

1. I have a pair of Display 3.4's

2. Not seeing anything on the display as there's no power to the unit. Says 'OFFLINE' on the app.

3. No recent service to the plumbing or electrical systems.

4. I tried to press and hold the button on the Heat Link - nothing happened. I also checked the breakers here and they are all on. I'm not sure which breaker switch has the power for the Nest.

5. Not quite sure what you mean by Zones but we have one nest for the central heating (working fine) and one for then Kitchen underfloor heating (broken Heat Link)

6. No outages lately

Hope that van help! Looking forward to your reply!

[Paul_R]

Hi there @TonusBonus. Thanks for the answers. Would it be okay if I send you an email with a link to a form, so I can create a case for you?

[TonusBonus]

Yeh of course, thanks - I'd really like to get this sorted as soon as possible.

[TudorL]

Great, I've just managed to send you an email on the address connected to your Community account. 

[LarisaL]

Hi there, just checking in! Did you see the message from my colleague?

[TonusBonus]

Hi Larisa - sorry, which message are you referring to? I got an email with which to open a case, quote a number, provide an address etc. I haven't heard anything since...

Could you please advise as to when you'll be in touch again? Getting colder over here.........

[LarisaL]

I managed to find your case, would it be okay with you if we continue the conversation over the email?

[TonusBonus]

Hi Larisa - thank for getting back - I just got your email and replied to it... hope that will reach you?! I'd like to proceed with your suggestion please! Many thanks

[LarisaL]

I replied to your email. Would there be anything else I can help you with here?

[TonusBonus]

Got your reply - that's perfect, thanks all for your help!

[LarisaL]

It was our pleasure. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.