Heat link 2nd generation malfunction - replacement required?

[Andybrittain]

Hi,

Woke up to find my H71 error message on my thermostat. Worked through the troubleshooting, but not able to switch the heating on. Cannot switch heating on using button on front of heat link and no lights at all appear on the unit. Have had an engineer visit who confirmed there is power to and from the heat link, so heat link must be malfunctioning.

Heat link and thermostat installed in Dec 2019, so only 2 years old, but just out of warranty, I think?

Given this seems to be a common fault, can heat link be replaced or repaired?

Thanks

[Neil_C]

My Nest Thermostat (European model) is of a similar age to yours. I had error T72 on thermostat this week from what transpired to be a 'dead' heatlink.  Having run through all the checks on the Nest website including attempt to reset, I took this up directly with Nest Tech Support via their chat service.  It did take a while to run through with them (1h+) but they have agreed to supply replacement on exchange.  

[AlexD]

Thanks for reaching out to us here @Andybrittain . I would be happy to try and assist. 

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.

If after this you still have no reaction from the Heat Link, get in touch with our support line on any of our channels and they should be able to assist you further. Here is the link, just in case: https://bit.ly/3apBRyV .

Thank you for sharing your experience @Neil_C , it is always the fastest way to get things back on track by contacting our support lines directly.

[Andybrittain]

Thanks both. Have been in touch with nest support today (via the online chat) and they are shipping me a new heatlink to solve the issue. 

Customer service was great and has restored my faith in the system after this unexpected issue relatively soon after install.

[Vladut]

Thank you so much for letting me know. I'm so pleased that everything has been sorted. If you need anything else, please let us know. We are here to assist!