Heat link connection lost - no error coded

[Trevor6]

Our 3rd gen thermostat and heatlink run normally but once a week they loose connection and both have to be reset. Is this an interferrence problem when our internet router gets very weak broadband

[moralesvicente]

Hello Trevor6, 

Thank you so much for posting in this community. I’m sorry to know your Heat link has lost the connection. So no worries; it's a pleasure to assist you. 

To get a better understanding of the situation, please help me out by answering the following questions:

• When the thermostat gets disconnected from the heat link, is there any blinking light in the heat link?

• Have you had any power outages?

• Is this a replacement thermostat display?

• Was the Nest thermostat moved during maintenance to a new location?

• What is the distance between the Heat Link and the Nest thermostat? Are the Heat Link and display on the same floor?

If you have any more information that could be helpful, please let me know.

Best regards,

Daniel

[Trevor6]

When the thermostat gets disconnected from the heat link, is there any blinking light in the heat link? Yellow constant light. Have you had any power outages? No, just very poor internet speeds, usually early evenings. Is this a replacement thermostat display? No, a new system build with new boiler tank and controls, working fine most of the time. Was the Nest thermostat moved during maintenance to a new location? What is the distance between the Heat Link and the Nest thermostat? Are the Heat Link and display on the same floor? Nest is 5meters away on floor below with wooden floor between. 

[Trevor6]

Fairly sure it is interference of nest mesh signal by the router wifi when the broadband speed drops so low.

[moralesvicente]

Hello Trevor6, 

I appreciate you keeping me in the loop and sharing that helpful information. Let's implement this step.

Try moving your thermostat to the same room as the heat link and monitor it to see if you observe different behavior. This will help determine if you are experiencing interference.

Let me know how it goes.

Best regards,

Daniel

[Trevor6]

I will and will let you know. 

[moralesvicente]

Hey Trevor6, 

Perfect! I'll look forward to your response.

Regards,

Daniel