Heat link - power failure

[siash000]

Had a learning Thermostat for about 18 months with no issues. Now my heat link unit has completely failed (thermostat is still on, as is the boiler itself which shares the same power circuit as the heat link). Tried all of the suggested options in other posts (I.e. check power, power cycle the unit etc.) but nothing changes and now I have no means of turning my heating on and have a 2 month old child in the house. Please advise what can be done to fix this ASAP!

[IanAtkins]

Hi, This has just happened to me also. Nest Heat Link unit has a 240v supply but is completely dead. This is obviously a well known fault with these units (as there are thousands of posts with the very same issue) and I'd like to think Google will sort out the customers like ourselves. I've been through all the reset options but as I'm an engineer I know it's faulty. There is no 24v supply out to the thermostat itself (tested with a multimeter). I have two of these and the other one is fine. My system is 22 months old. 

[Barry1]

Hi Same happened to me - can you buy a heat link separately or have you resolved the issue yourself.  I have trawled around the net and can find nothing of use.  Thanks Barry

[Torquil]

I have exactly the same issue. Can someone from Nest please provide a new heat link replacement. 

[IanAtkins]

Just an update, requested a call-back from Google customer support. Had to wait about an hour to speak to someone but ultimately they are sending me a replacement Heatlink. The only thing they want is to return the faulty unit. Big thank you to Google 👍

[CristianC]

Hello everyone,

Sorry for the late reply. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

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 ( thermostats ) are present in the setup?


Regards,
Cristian
 

[CristianC]

Hello again. Just checking in. How's it going with your Heat Link?

[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.