Heat link not working

[Pmills1950]

My nest heat link is not working, it was fitted approx 18 months ago with our new combi boiler there are no LED's alight on the unit. We have had an electrician look at it and he said there is power going into the unit but no power coming out.

We have tried all the different procedures such as turning of the power, checking wiring connections and pressing the reset button nothing works, the combi boiler is still delivering hot water.

When we put a power supply into the USB the room thermostat powered up but when we removed it the display screen  said the thermostat was not getting any power supply,

We have been without any heating now for approx  6wks.

I understand these units are guaranteed for 2years so how do we go on about getting a replacement unit.

Hope to hear from you soon

Paul

[CristianC]

Hello Pmills1950,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Could you also help me with some answers to these questions? If you already replied to some, you can ignore those:

 

• 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?

Regards,
Cristian

[Pmills1950]

Hi Cristian

Thank you for responding to my message, as I said in my previous message we have had the nest thermostat for approximately 18 months.

There is no error code being displayed as the thermostat does not come at all.

We have not had any problems with the system until about 2 months ago when I noticed that the thermostat had stop lighting up when we walked into the room.

We have not had electrical power cuts in that time or have not shut down our electrical power supply and no work on our heating system.

Not sure what you mean by how many zones we have!! We have one thermostat located in our lounge for the heating.

Thanks

[CristianC]

Hello again,

Thanks for getting back to me. We'd love to investigate this issue further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3oVDg4g You can find the Serial Number in Settings > Tech Info > Display, or on the back of it. It begins with 09. Also, the email address included should be linked to your Nest Account. Once you submit it, please send a short reply to this thread so I can search for your form and assist you over email.

Regards,
Cristian,

[AlexD]

Hi, I wanted to check in.

Did you get the chance to fill out that form?

Make sure to let us know once you have here so me or one of my colleagues can look for it. 

[Pmills1950]

I have completed the form and submitted it. Thanks

[Vladut]

Thank you so much. Can you please give me your social handle so we can have a look?

[Pmills1950]

Sorry I am a pensioner and don't have a social handle ???

[Vladut]

No worries, can you give us the name you used for this post?

[Pmills1950]

Pmills1950 is the name I use on this forum

[AlexD]

Gotcha. I checked and could not find a form that included your forum username. Did you included in the form when you submitted it? 

Without it being added to the submitted form we can't locate the form.

Would you be able to provide us the last 5 digits of the thermostats serial number? If you added the serial number to the form we can check using that. 

You can also submit the form one more time, if possible, with the same details, just make sure to include your username from here on the forum in the "Social handle" section of the form: https://bit.ly/3oVDg4g .

[Pmills1950]

I have resubmitted the form as requested, thank you

[AlexD]

Thanks for letting us know @Pmills1950 . 

Me or one of my colleagues will soon reach out to you over email. 

[Danielle85]

I am having the same problem, have tried everything suggested and its just not working at all.

Have 4 children and no heating 

Please can someone help

[JOrelli]

I have two nest thermostats. The one upstairs is working and heating but the one downstairs turns the blower on but does not go to heating. Here is a picture of the wiring. I have electric forest air appreciate any assistance. 

[UanaC]

Hello there @JOrelli ! Just checking in with you. Did you see the message from above?

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.

[Paul_R]

HI there @JOrelli , I'm sorry to hear about this, but I'm here to help. Could you please tell me what country you are contacting us from and what kind of thermostat do you have? Here is a link that might help you: https://goo.gle/2PBH1vk.