Heat Link totally stopped working

[Sebast1982]

We have a Nest including Heat Link 3rd generation for a few years now. And last month the Heat Link just stopped working. Still gets power (tested it), but no lights on Heat Link at all.   How can I get in contact to get a new one to solve the problem. Looks to me that this should work for a couple of years. Would love to hear from you how this can be solved. 

Best regards, Sebastiaan

[Levo]

Hi Sebast 1982,

I have the same problem.Mine stopped working last night.I suspect that it is a known fault with one of the diodes in the Heat Link unit. I am in Australia. Google have absolutely no support here and no longer sell these thermostats in Australia. I cannot find any support online, and the official support web page in Australia is not working ie no phone contacts, no chat (I have been number 10 in the queue for 12 hours now) Appalling behaviour from Google. I regret buying these thermostats that up until now have been excellent. 

[AlexD]

Hi @Levo . I am sorry to hear you faced these difficulties. You can always reach out to our social media other support lines in the UK region, you can use the link I provided above, as it sounds like you have the EU model of the thermostat with the Heat Link. I am also happy to try and assist you here with a few checks. 

You are however correct, our thermostats are not available on the Google Store in Australia, so if a replacement is required, that is not something we could assist with. We can only process replacements in regions where it is available. 

Even so, me and any of my colleagues would still be happy to try and troubleshoot with you, no matter the region you are located in. 

[Levo]

Hi Alex,

I have two Nest Learning Thermostats in my new home that are about two years old. They have been working flawlessly for the entire time. A few days ago one of the thermostats showed an error message that it was not receiving power.

I checked the Heat Link and there were no lights or 12v output. The other heat Link is operating normally. They are wired the same. It would appear that there is a fault in the Heat Link (a diode) that I understand is a known problem as there are literally hundreds of posts online describing the same problem. As Google has abandoned its customers in Australia, what do you suggest I do?

[AlexD]

Thank you for all the information. It is good to hear that they have been working as expected for quite some time. Google Store is still available and supports all our available products on the store in Australia. These include cameras, smoke alarms, doorbell and may others but our line of thermostats is not available there. It is only available from different retailers that bring them in from different regions. As there is no stock for the thermostats on the Google Store there, as it is not sold by the Google Store, there are no parts or units available for us to process a replacement even if it would be needed. 

Me and my colleagues can troubleshoot no matter where you are in the world. But replacements for particular units can only be done in the regions they are available in.

We may be able to process a replacement, once we go through all the troubleshooting steps, but you would need a address in one of our supported regions in the EU such as the UK for us to be able to process one.

If you have not 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.

[Levo]

Hi Alex - I have done all of those things, checked the power supply, the circuit breakers, connections, wiring etc etc. Nothing to report unfortunately. 

Cheers Daniel

[AlexD]

Thanks for the information. It was worth checking just in case. In this case you can try and get in touch with the retailer where they were purchased from, although since you mentioned it has been around 2 years you may no longer have the invoice or they might not be able to assist.

You can of course check with online retail sites such as eBay, but keep in mind that parts purchased like that are not checked by us if you find a separate Heat Link. We only sell full units in our supported regions, so other general retail sites or stores will only have full units. The Heat Link will of course work, but you would need to get a full unit in this case. 

If you happen to have someone in one of our supported regions, a family member preferably as if I can do a replacement this will involve you sending them the broken unit to them and us shipping the replacement to them, then them sending it over to you, I can create a case and check all the details on our end.

[george_t]

Hi @Levo. Just checking in, is there anything else we can assist you with at the moment?

[Levo]

Hi George,

It would appear that i have no choice but to purchase a new Nest Thermostat from the UK to replace the Heat Link that lasted just on two years. Had I been in the UK or the USA I suspect that the Thermostat would have been replaced given that 2 years is well short of a reasonable life span for a Thermostat. Unfortunately, Google has abandoned its customers in Australia and with that intention, it should have never supplied the retailers to sell the product in the first place. I am hoping that the installation of the new Nest Thermostat is uneventful and failing that I will contact you if I require additional support. I would appreciate any links to information on  replacing the unit to assist in pairing the Thermostat and the heat Link etc when it arrives.

Daniel

[DragosC]

Understood. Thank you very much for the feedback. You can leave more feedback here should you want: https://goo.gle/33uLTYZ. 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!

[AlexD]

Thank you for the information @Sebast1982 . Should you wish I can try and assist you here, we can look into what may be going on. Should you wish to reach out to us over any of our other support lines use this link here. Make sure to select your region and then select the Contact us option. After filling out a few more fields you will get all our contact options.

[Levo]

Hi Sebast1982,

How are you going with resolving your issue with the Heat Link? I have the same issue however as I am in Australia there is no customer support and I have been forced to purchase a new Nest thermostat from the UK.

Levo