Heat link dead

[CGoff]

Came home and heat link dead, no lights nothing. H71 error but after all I’ve read I’m guessing it’s a new heat link unit required.

it’s only 2 yrs old! 
any know how I get just the heat link unit? 
no heating and it’s mid winter!!! Can’t believe there is no simple over ride

[David_K]

What model of thermostat do you have? 

How to tell which Nest thermostat you have - Google Nest Help

[CGoff]

Nothing is obvious to tell me. Where would I find it?

[David_K]

If you set it up in the Google Home app, you have the Nest Thermostat model.

If you set it up in the Nest app:

1. Select your thermostat on the app home screen.
2. Tap the settings cog.
3. Tap Technical info.
4. Refer to the numbers next to "display model”. The first digit of the number tells you what thermostat you have:
   • 1.xx is a 1st gen Nest Learning Thermostat
   • 2.xx is a 2nd gen Nest Learning Thermostat
   • 3.xx is a 3rd gen Nest Learning Thermostat
   • 4.xx is a Nest Thermostat E

[CGoff]

Thanks, mine will be 3rd generation then 

[David_K]

So the status light (the top one of the 3 lights) on the heat link is just off? I'm guessing restarting or resetting doesn't help?

How to restart Heat Link or reset it to factory defaults

If you switch off mains power first, then remove the heat link cover, are the L (live) and N (neutral) terminals on the heat link still connected properly to the L and N circuit on the boiler or junction box? Replacing the cover, and turning mains power back on, the status light is still off?

[CGoff]

Hi, no lights, no activity. We actually had a power cut last night but still no activity.

[David_K]

Okay, let me ask a specialist to chime in here with other possible troubleshooting options and next steps.

[AlexD]

Hi @CGoff, thanks for reaching out to us here. I would be happy to try and assist. 

Thank you for all the assistance @David_K, much appreciated!

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.

[CGoff]

Hi, had an electrician come see it as nothing was working from notes above.

he plugged a power pack into it, which showed it lite up but unable to actually turn heating on. Once unplugged still nothing working on it. All power going to it fine but seems to be an issue with the unit accepting the power.

electrician said I need a new heat unit.

it’s only 2yrs old and it’s winter!! I need heating 

[AlexD]

Thanks for trying the steps and having it checked out, that is usually the first thing we want to do. Next let us log a few details together:

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 message on the thermostat display?
5. Did you notice any power cut in the area before this occurred?
6. Did you have any maintenance done on the heating or electrical system recently? 
7. Do you have only one or multiple Google Nest thermostat devices at the location?

In the meantime would it be ok if I sent you an email to the address associated with your account here? So I can create a case for you here on our end. 

[CGoff]

Yes please advise how to share my email address privately?

[AlexD]

I can see the email associated with your account here, no worries. I just need to know if it is ok if I reach out to you over it and please make sure to also answer the questions I mentioned above. 

[CGoff]

I don’t know the password to this account can you give me an email address to contact?

[AlexD]

I can see the email associated with your account here. I just need to know if it's ok to reach out to you over it. 

I would not recommend you share any personal data as this is a public community and anyone could see it.

[CGoff]

As I’ve said I don’t have the password to this email

address. But feel free to send an email while I try to gain access

[Paul_R]

Hi there! Have you managed to gain access to your email address? We'll send you the email once you can confirm that you can access the address.

[CGoff]

I can’t see which email is attached to this account. I have had to set up a few as my nest thermostat failed a few times and had to create new accounts.

is there not a way for me to contact someone directly this is ridiculous.

I’ve been away and have had to leave plug in radiators 

[Vladut]

Hi there, thank you so much for reaching out. If you would like to speak with someone via phone or chat you can have the details here: https://goo.gle/3UTfaHT . Or simply you can dial this number: 0808 169 2307 . We're available Monday to Friday – 08:00‑19:00, and Saturday to Sunday – 09:00‑17:00. Let us know if you would like to continue over the phone or here. Please let me know how you would like to proceed.

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

[UanaC]

Since we haven't heard from you in a while, I'll have to close this thread. Should anything else come up, feel free to reach back. Have a good one and stay safe!