Heat link no power

[Nikkiconlan]

Hi, My Nest Heat link has stopped working there are no lights. I have tried the reset option by holding the button but no luck.  There is 240 volts to the heat link. I assume the unit is dead.

How do I get this fixed/replaced under warranty?

Thanks,
Nikki 

[LawrenceCrowley]

Hi Nikki, mine has failed in exactly the same way. I'm also finding it extremely difficult to get unit replaced under warranty. Google support says 2 year warranty, mine is 16 months old. However as I bought it from Screwfix, they say 1 year warranty   all very confusing

[Ghckush3]

I have exactly the same thing. Have a nest which is 16 months old and have gone to turn it on this winter and the heat link is not showing any lights. Have tried all of the fixes from the previous issues on the google forums with no success. 

If anyone can help with how to get sorted that would be great

[AlexD]

Hi @Nikkiconlan , @LawrenceCrowley , @Ghckush3 . I am sorry to hear you are all having difficulties with your devices and would be happy to try and assist. 

Make sure to first check all breakers and switches to make sure nothing has tripped. Also check the boiler as it can have a separate isolation switch. Confirm the boiler has power, it should have a status 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 to the Heat Link off and turn it back on. See if it has any reaction after when you press the button on it.

If it still has no reaction make sure to also answer these questions:

1. How long it was installed for?

2. When you first noticed 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. Was there any power outage before the behavior occurred?

6. Did you have any work done on the heating or electrical system recently?

7. Is there only one Google Nest thermostat device or multiple at the location? 

[AlexD]

Hi, I wanted to check in. Do you still require assistance with your devices? Let me know if you do. 

[Nikkiconlan]

Hi Alex,

I apologise I have only just seen this reply. 

We have confirmed the boiler has power and is working fine. We also tried to power the heat link back up however we had no luck. 

1. How long it was installed for? 2 years

2. When you first noticed this behavior? 3 months ago

3. Was it installed by a Nest Pro or by a heating/electrical engineer? Installed by BOXD engineer

4. Did you notice any message on the thermostat display? The thermostat showed no connection 

5. Was there any power outage before the behavior occurred? Not that we are aware of

6. Did you have any work done on the heating or electrical system recently? No work completed

7. Is there only one Google Nest thermostat device or multiple at the location? Only one device in the house

I hope this helps and can lead to a solution 🙂

[AnaM]

Hey @Nikkiconlan,

Thank you for your answers. I'd like to create a case for you so we can sort this. Please let me know if it's ok for me to send you an email to the email address showing on your Community account.

[Nikkiconlan]

That is fine. My email address is #########

[AnaM]

Hey @Nikkiconlan,

I am not able to see the email in your reply, but I used the one showing on your Community profile. Please check your inbox as I've just emailed you.

[AlexD]

Hi, I wanted to check in. Did you receive the email from my colleague? Make sure to let me know if you need any further assistance. 

[CristianC]

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.