Heat link stopped working

[ColdinSurrey]

Hi there. My heatlink has stopped working after circa 2 years. There is no issue with the power and it is impossible to contact anyone in your support team as it seems that the support times keen changing. 
could you please advise how to resolve this please? Many thanks 

[Miki123]

Hi, 

My Heat link also braked down after 2 years. I am waiting 1 month for solution. 

I think the company installed there that after 2 years the Heat link will break. Lot of people have the same problem.

No more to buy the google equipment!!

[typeusername]

Also suffering the same problem and support seems unresponsive. Please help. House is getting cold.

[CristianC]

Hello everyone,

Thanks for reaching out. 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?

[typeusername]

Hi Cristian,

Thanks for the offer of help. We have two thermostats that were installed at the same time at the end of 2019. The first one died in October 2021 and this the second heatlink in our system to die. You can refer to case number 2-############1801 for the previous one that was replaced. I have tried all the troubleshooting tips and it is still unresponsive.

To answer your questions:

How long has your thermostat been installed for? Since late 2019.
Did the issue happen during the installation? No
Is there any error on the Nest thermostat display? H71
Have you had any power cuts recently? No
Have you had any work done on your electrical or heating systems recently? No
If yes, was the power properly restored at the fuse board after work was done? NA
How many zones ( thermostats ) are present in the setup? Two

Please send a replacement heatlink as soon as you can.

Thank you.

[CristianC]

Thanks for the details. We'd like to open up a case for you. Please reach out to us on chat/phone/social media by clicking here.

[AlexD]

Hi, I wanted to check in. Did you manage to get in touch with my colleagues? Make sure to let me know if you need any further assistance.

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!