Heat link not connecting

[Renrocydna]

Hi, we have just received a new thermostat, we have gone through the set up process and connected it our home network via wifi. When we try to connect it to the heat link unit we have no joy. We have reset the heat link unit and have a flashing blue light but we continually get the failed to connect message on the thermostat. Any pointers are much appreciated.

[AlexD]

Thanks for reaching out to us here @Renrocydna . I am sorry to hear you are facing this behaviour from your replacement and I would be happy to try and assist you with it.

Do you still have the old unit at the location and is it active? If so, try setting it back up to see if it connects with the Heat Link. If it does, go to Settings> Technical info> Heat Link and get the code/key from there to pair with the Heat Link. Once done, just go to Settings> Reset> All settings and perform the reset. Once done it should ask you for a language. You can take it off at that point and put the replacement on. If the old display is not there or does not turn on at all you can get the key from the bottom of the Heat Link cover, next to the screw that holds it on. 

If it's mounted on a stand, take it as close as possible to the Heat Link making sure to connect it to power. Also, turn off the Wi-Fi and any other electronic device at the location that could cause interference. 

On the replacement unit, select the Replace Heat Link option but don't put in the code just yet. Press and hold the button on the Heat Link first for 25 seconds, let go and do it one more time. Once the led is blinking slowly blue, put in the key on the display and they should connect. 

Let me know how it goes. 

[Renrocydna]

Thanks for your reply AlexD, we don’t have the original thermostat only the new one.  We have tried holding the heat link button in for 20+ seconds, and putting the code in. Unfortunately this doesn’t work for us.

[Renrocydna]

Sorry AlexD, I should have said we have put it directly next to the heat link unit, we have also disabled all wireless and Bluetooth devices in the house but still nothing. Bit frustrating now.

[Frustratedddd]

When pressing the Heat Link button, forget the 20 seconds etc., just keep the button pressed until the light goes off, and KEEP pressed until the blue light slowly pulses. You might see the light go off and back on, but keep the button pressed past that. You should see the same again, but a slow pulse.

When slowly pulsing, then release. The 20 seconds sometimes takes 40+ seconds, and people think it's reset, but until the blue light pulses slow, then your OK.

Do that twice.

The other thing, when getting the 6 digit code from the Heat Link from the fixing screw, just check it's the same number as the one by the left hand fixing screw inside the Heat Link.

Reason, I have known the covers to be changed, and the numbers not matching. Just a thought

[Paul_R]

Hi there @Renrocydna! Hi @Frustratedddd, thanks for the input, I second the all the advise that you gave in your message.

@Renrocydna could you pelase try these next steps in the exact order?

Turn off the WiFi router, any active Bluetooth and take the thermostat as close as possible to the Heat Link, but no closer than 0.5 meters. Also make sure the thermostat is plugged in.

1. Reset the Heat Link by keeping the button on it pressed until the LED goes slowly pulsing blue (it takes about 30 - 45 seconds).
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds. (Hamburger reset) 
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen. 
5. Go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 10 seconds press, until the LED goes off once). 
7. Press connect on the display.

[UanaC]

Hello there! Just checking in with you, did you see my colleague's previous message?

[UanaC]

Should anything else come up, please message us again and we'll take it from there. Have a good one and stay safe!