Heat link won’t connect to thermostat

[Harper79]

My nest was connected and working fine until last week. The electrics were switched off for some work and when switched back on, the thermostat won’t connect to the heat link. It shows a h71 error. I’ve moved it closer, tried resetting but no success. There’s no way of contacting Google via supprt so I’m at a loss about what to do. Thanks 

[RXShorty]

Hi @Harper79 

Does your Heat Link still shows a light that it is working?
For more information about the H71 code check THIS link.

[Harper79]

Hi the heat  link shows a continual yellow light. I’ve tried resetting it many times by holding button down for 20/30 seconds .. still yellow 

[RXShorty]

Hi @Harper79 

Thanks for getting back so quick.

Could you please try the following:

1. Bring the display and base closer to the Heat Link and make sure the boiler is not in between the Heat Link and thermostat - only if possible.
2. Turn off the router and other WiFi or Bluetooth devices ( router, speakers, cordless phones, baby monitor, etc. ).
3. Select Replace Heat Link.
4. Enter the entry key ( do not confirm it yet ) — you can find it at the bottom side of the Heat Link, near the screw.
5. Restart the Heat Link twice by pressing on the Nest button for 30 seconds each time.
6. Confirm entry key.

[Harper79]

I’ve already followed all the suggestions on the H71 troubleshooting page. Who is the nest pro I’m supposed to contact?

[RXShorty]

Hi @Harper79 

Did you check my last post?
The Nest Pro is a local installer for example. 

[Harper79]

hi 

I’ve already done the entry key. It’s late in the uk now so I’ll have to try again in the morning.  

[Harper79]

I’ve tried those steps and it’s not working. How can I speak to someone on the phone at Google  please ? My nest is only 6 months old  I’m getting quotes for over £100 from nest pros to come and troubleshoot 

[RXShorty]

Hi @Harper79 

You should try this during business days/hours: Google Nest Support

If you press next on each step you will get a chat option.

[Frustratedddd]

Can you confirm if the thermostat is set for wireless only or wired and wireless?

You say you have an H71 screen?

You might have yourself in a little muddle here after trying to reset the Heat Link by choosing Replace.

First do the following.

The H71 screen should show ''Tech'' at the bottom, click that and go to ''Heat Link'' Check in there the 6 digit code and make a note of it. then go back to the H71 screen

Next, check the Heat Links 6 digit code on the Heat Link, There are 2 locations, but do not take the one by the cover screw as correct, also look at the one by the left hand fixing screw. you will have to remove the cover to see that one. Hopefully all 3 will be all the same numbers?

Now if the Heat link is still yellow light press the display and keep pressed do not release, until you see the little house come on. Then release.

....IF not a yellow light and pulsing blue try this, but only if the numbers are the same that you looked at.

The H71 screen click reset, and that should search for the Heat Link.

Failing all that, then IF just wireless, then you will have to do a temp connection, but try that first.
The Pro you ask is  the person who installed the thermostat 6 months ago.

[Jenelyn_O]

Hi everyone,

Thanks for reaching out. I just want to check if you were able to get in touch with our phone support. Please let us know if you still need help, as we'll be willing to assist you further.

I appreciate your help, @RXShorty and @Frustratedddd.

Best,

Jenelyn

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[Dan_A]

Hello again,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan