Heat link is dead

[CCM75]

I have a hydronic system with three heat link units. One of them has no lights at all and it's not providing any power to the thermostat. There is power to the heat link and I have tried to cycle the power and hold the button down to reset. None of these things helped. The heat link unit is completely dead. Installed in late 2019. Any suggestions? 

[OannaCG]

Hi there, I'm very sorry to hear about this, but no worries, I'll do my best to help you sort this issue out. I've sent an email with a form. Please fill the form out in order to open a case for you. Also, please let me know here once you've completed the form. Meanwhile, could you please provide me with these details?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones are present in the setup?

[CCM75]

The form has been completed and sent. 

The unit was installed in 2019 and has been working fine until now. The thermostat display has lost power and the battery has run out. No electrical work recently and no power cuts that we know of. There are three of these units in our system and the other two are working fine.

[OannaCG]

Thanks for letting me know. Just to have these details confirmed in your case: did you try any troubleshooting steps like checking that the breaker switches are set to on, turning the fuse board switches (circuit breakers) off and on or turning on Manual Mode to verify boiler activation?

[CCM75]

Breaker switches are on. The two other units are powered from the same circuit and they are working. A multi meter has been used to verify that the unit is receiving correct power. Pressing the button for manual mode does not work. No lights or response. 

[AlexD]

Thank you for all the information. I would like to create a case for you so we can go through a few more details on our end. Would it be ok if I contacted you over the email associated with your account here? 

[CCM75]

No problem Alex. 

[Paul_R]

Hi there @CCM75! I just sent you an email with some instructions, please follow them and reply here when you're done with it.

[CCM75]

All done thanks Paul. 

[Paul_R]

Thanks, it's all good. We checked and your thermostat seems to be out of warranty since February 2022, but we'll be able to process a replacement for it, as an exception. The issue is that we cannot issue replacements in Australia as it's not a supported country. We'd be able though, to give you the replacement if you send it in one of our supported countries in Europe, we saw that the thermostat was originally for the UK market, so maybe you could send it there, but the costs of shipping your Heat Link to the UK and shipping the replacement from the UK to Australia, will not be supported by us.

[CCM75]

👎.           

[CCM75]

👎

Well that’s disappointing. 

[UanaC]

We're so sorry for any inconvenience this may have caused and we're looking forward into selling Thermostats in more countries. I'll have to close the thread for now, but feel free to reach back whenever. Have a nice one and stay safe!