Heat link broken

[Frankey]

Heat link has lost power spontaneously. Unable to turn the boiler on. Tried all the suggested tips, fuse box on/off etc. There are no lights on the heat link despite power going to get. Error code H72 on the thermostat.

Completely stuck with no heating. Can you help 

Thanks

[Remi]

Hello,

Same issue here: H72 error and heat link lights are off despite correct voltage.

I've raised a support ticket here: https://support.google.com/googlenest/contact/social_googlenest

Hopefully we'll get this sorted out quickly!

Thanks

[AlexD]

Hi, @Frankey and @Remi . I'm sorry to hear you are both facing difficulties with your devices. I would be happy to try and assist. 

Make sure you try the same steps as @Frankey if you have not already @Remi, 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, make sure you both give me these details:

1. When was the thermostat installed?
2. When did you first notice this behavior?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any power cut in the area before this occurred?
5. Did you have any maintenance done on the heating or electrical system recently? 
6. Do you have only one or multiple Google Nest thermostat devices at the location?

[Remi]

Yes I confirm all checks have been done.

There is power coming to the heat link but the led won't turn on and no reaction when pressing the button.

1. When was the thermostat installed?

2 years ago

2. When did you first notice this behavior?

Few days ago
3. Was it installed by a Nest Pro or by a heating/electrical engineer?

No, by me
4. Did you notice any power cut in the area before this occurred?

Not recently
5. Did you have any maintenance done on the heating or electrical system recently?

No
6. Do you have only one or multiple Google Nest thermostat devices at the location?

One

Thanks for your help!

[AlexD]

Thanks for all the information. I would like to look further into this to see what we can do. Would it be ok if I contacted you over the email associated with your account here?

[Remi]

Sure!

[AlexD]

I sent it your way. Let me know here once you get it and go trough it.

[AlexD]

I see my senior colleagues are in touch now. I will go ahead and close this thread. If anything else comes up make sure to open a new one or reach out to us on any of our other channels.