Heat link failure

[GrezzlyD]

My heat link has totally packed in. No lights. I have tried contacting someone to arrange a replacement as still under warranty but cannot find a phone number to talk to someone about it - really poor service! How can I raise this and get a replacement fitted asap? Any help would be appreciated.

[KAW]

Try the call back feature through Nest during working hours, they will call you and walk you through trouble shooting steps before authorising a replacement. 

[GrezzlyD]

I have tried all the troubleshooting steps. The boiler works, power supply is good, all fuses good. The heatsink does not light up or reset. It is a complete failure of the heat link. Hence a replacement is required. The house is bitterly cold and too cold for my children. Please help me get a replacement fitted. Thanks

[GrezzlyD]

I also meant to mention I tried the call back last week but have not had a call back!

[AnaM]

Hey @GrezzlyD,

I'm sorry to hear about your issue, but I'd like to help you out. First of all please answer to the following question so that I can properly document this:

1. What type of Nest thermostat do you have?
2. When was it installed?
3. Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
4. Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
5. Are you seeing any wiring report or error on the thermostat and/or the app?
6. Have you had any recent power cuts in your area? If yes, has the power been restored?
7. Have you recently had service or maintenance on your electrical, plumbing, or heating system?
8. Have you tried any troubleshooting steps before contacting us?
9. How many thermostats do you have?

Confirm the boiler has power, it should have a LED or display 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 off to the Heat Link for a few minutes and then turn it back on. See if it has any reaction when you press the button on it after.

[AlexD]

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

[CristianC · Accepted solution]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.