Heat link v3 dead

[ramonnb]

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Heat-link-v3-dead/m-p/217711/emcs_t/S2h8ZW1h...

I was having a conversation due to the situation with the heat link but I went on holidays and when I came back the conversation was closed and could not continue the thread, so I'm opening a new one.

Answering the questions @AlexD did to me:

1. Was it installed by a Nest Pro or by a heating/electrical engineer?

Was installed by https://www.sgolsl.com/ the most qualified professionals on my area (when I searched for Nest Pro I received:  Sorry, there are no Nest Pro Installers in your area. We recommend you find a local qualified professional for your needs.)

2. Did you notice any message on the thermostat display?

The thermostat display does not show anything because its not beeing charged by the Heat link, there is no voltage on the output to the terminal (besides there is 220V on the input)

3. Did you notice any power cut in the area before this occurred?

Could not remember as it happened some time ago, did not noticed until batery from terminal was down.

4. Did you have any maintenance done on the heating or electrical system recently? 

No

5. Do you have only one or multiple Google Nest thermostat devices at the location?

Only one

[AndaD]

@ramonnb, You did a great job in troubleshooting, many thanks for all the details. I'll forward an email containing instructions regarding the steps you need to follow in order to be logged in our system. Please check your email and reply there but let me know here once you did it. We'll continue afterwards.

[AlexD]

Hi, I wanted to check in. I see you received the email from my colleague and replied to the form. I will reach out over email soon with further details.

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[ramonnb]

I filled the form and I'm waiting for next steps from your side. The Heat link is still broken and i can not use the Nest Learning Thermostat.

[DragosC]

Thank you. Now we'll need to authenticate your account. Please navigate to https://goo.gle/2zjncoz and sign in with the email address linked to the Nest account before clicking "Yes". Let us know when it's done please. 
 

[ramonnb]

Done

[ramonnb]

I just released that two days ago I may have answered a form with another account giravolt.folk  and created an created the issue  4-9826000032758. Sorry for it.

[DragosC]

We've checked on the form and it seems that the serial number, the postal address and the mail is wrongly input. Could you please fill out another form with the correct details? 

[ramonnb]

Done

[DragosC]

We've found the form and it seems the serial number is not valid. Please check on your device and fill out another form with the correct serial number and all the complete details. 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[ramonnb]

Yes, I'm trying to look for the serial number, the one I wrote is from the Thermostat Device, I can not see any serial number on the heat link. Where should I find it ?

[DragosC]

You need to input the serial number from the thermostat. The one that starts with 09A please. 

[ramonnb]

Done, can you confirm that now its ok ? I may have mistaken some digit, the definition is really low on the back of the device

[DragosC]

We haven't received another form with the previous email address. Have you changed it? 

[ramonnb]

I may had send a form from a different gmail at the begining , but I think I sent it with my ramonnb account (that is the one I validated, sent previously... )

[DragosC]

It seems there is no form with the name or email you've told us filled out recently. Could you please fill one again? Sorry for the trouble. 

[ramonnb]

I've sent again the form.

[DragosC]

Could you tell me please if you've selected the UK language in the bottom left corner? There are no forms with your name registered here. Did you choose "Thermostats" as a product family? 

[george_t]

HI @ramonnb. Were you able to check the previous message from my colleague?

[ramonnb]

I'm not from UK , I'm from Barcelona and yes, I choose Thermostats.

[ramonnb]

I have a mail with the id: 7-7496000032746.

[george_t]

Hi @ramonnb. I checked the case and saw that you are scheduled to receive a call from our colleagues tomorrow (07.09) to help you resolve the issue.

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[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.