Heat link stopped working 3rd gen. no lights, no power to thermostat...

[Pompe]

Suddenly my heatlink stopped working.  3rd generation learning thermostat. Bought in nov 2020 in NL.

Worked like a charm until 2 weeks ago. 

Heatlink Symptoms: no lights, 240v AC is checked and present. Checked the heatlink with a powerbank connected: Lights on! 

Thermostat itself is also not getting any power.  When the thermostat itself is connected to a powerbank with USB it is powering up. 

It is probably the often occurring " Diode in the 12V circuit" problem that many, many users are dealing with. 

How to get in contact with Google about this problem and how to get my heatlink replaced? 

Hope to hear from you. 

Martijn

[AlexD]

Hi @Pompe , thanks for reaching out and thank you for all the provided details and steps taken. I would be happy to try and assist you.

The power 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 for a few minutes and then turn it back on. See if it has any reaction after, when you press the button on it.

If you wish you can use the information here to get in touch with my colleagues but I would also be more than happy to try and assist you should you wish to continue here. 

[Pompe]

Hello Alex, 

thnx for your reply. 
i tried to power up the heatlink several times by reconnecting it to 240v,  but no lights at all. 

i prefer to stay in contact with you, so i dont have to explain my problem again. 🙂

hope to hear from you

[AlexD]

I would be happy to assist you further. Thanks for checking the steps I mentioned. Let me next collect a few details and create a case for you. Would it be ok if I reached out to you over the email you have associated with your account here?

[Pompe]

Yes, that is OK Alex!

looking forward to your mail.

Gtz. Martijn

[OannaCG]

Hi there, I sent you the email with the form. Please fill it and let me know here afterwards. 

[Pompe]

I filled n the form with all asked details.

Best regards,

Martijn

[TudorL]

Great, just found it. I'll send you an email with the next instructions. 

[OannaCG]

Hi there, just checking in. Did you receive the email sent by my colleague?

[Pompe]

Yes, i have contact with nest support team. Thnx for your check!

[AlexD]

Hi, just wanted to update you. My colleagues submitted the request and sent you the email with the labels. Is there anything else I can perhaps try and assist with? 

[TudorL]

Hi there, have you managed to check the last message from my colleague? 

[Pompe]

Yes i have, with all the asked details.

Hope to hear from you

Martijn