Heating coming on even when switched off and history shows no usage

[askillaun]

Hi - I have a holiday home with 2 x 3rd gen Nest thermostats. About 18 months ago people started reporting the heat was on even though the nest showed off and the usage showed nothing. I could see however from the nest the internal temperature was really high.  I looked around and didnt really get a solution apart from it could be a faulty heat link (it was only one of the two).  I tried to get help here to just replace the heat link but never got any reply.  My units are still under a nest account and not google.  So 18 months ago I bought a whole new unit from Amazon as I couldn't just buy a heat link.  Everything has been fine since then but just last week this has happened again.  Is there any way to get or even buy just a replacement heat link?  The Thermostats seem to have gone up in price recently also.  (I have no way of finding the serial number until I am next at the house in September)

[GabrielaG]

Hi @askillaun,

Thanks for reaching out to the community. I'm sorry to hear that your Nest Learning Thermostat and Heat Link aren't working as expected, especially with the thermostat showing an inaccurate, high internal temperature. I'm happy to help you.

To troubleshoot this issue more effectively, please make sure you are close to both your thermostat and the Heat Link.

Could you also please answer the following questions?

• What color is the LED on your Heat Link?
• Is there a wiring report or error message on your thermostat or in the app?
• Have you recently had service or maintenance on your electrical or heating system?
• Did you try using manual mode on the Heat Link to turn off the heating?

I look forward to your response so we can find a solution for you soon.

Regards,

Gabriela

[askillaun]

Hi Gabriella - thanks for replying.

Unfortunately the thermostat is not showing an inaccurate internal temperature - the house is hot, it's just that the heating is supposedly turned off - the nest shows off (black) and no history in the usage.  So the heating is coming on (and getting very hot as it keeps running) but the nest itself and the nest app don't reflect this and say the heating is turned off.  The boiler is running, the underfloor is warm and the internal temperature is high.  The Heat link (I have 2 looks normal). I have just had an electrician out to do the continuity test and he said it all looks fine however he noted the issue is not currently happening  so it is ok now but he would need to see it when the issue is happening.  The issue has happened twice in the last month.  It has been fine for 18 months but did happen before that and the heat link was identified as causing the issue at that point. I had to buy a whole new Nest 3rd gen as couldnt just buy a heat link.  My electrician looked for another issues like stuck valves but there was nothing.  This only seems to happen when the heat has been off for a while (Summer)

The app shows black and set to Eco

There is no error message

Nothing has changed recently

Yes manual was tried but didnt work. What worked in the end was resetting the entire boiler and heating system

Thanks

[GabrielaG]

Hi @askillaun,

Thank you for your reply. I appreciate your quick response and the information you provided. I am ready to move this forward for you.

I understand that an electrician looked for other issues, like stuck valves, but found nothing. In this case, our team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email. 

Regards,

Gabriela

[askillaun]

Hi @GabrielaG thanks for getting back to me - the link to the form is not working for me?  It says this page is not available.

thanks

[GabrielaG]

Hi @askillaun,

Thank you for your reply. I'm sorry to hear the previous form link was not working for you and said the page was not available. I'm happy to continue assisting you.

When you get a chance, please try filling out this form. Remember to include the link to this post in your submission.

Once you’ve completed the form, please let me know. Our team will then contact you via email.

Regards,

Gabriela

[askillaun]

Thanks  - I have done that now

[askillaun]

Hello again - I replied to the email they sent on 28th August but havent't heard back since then

[GabrielaG]

Hi @askillaun,

Thank you for your reply. I appreciate you taking the time to fill out the form. I understand your concern that you haven't yet received an email response, and I'd be glad to check on that for you.

We haven't received your submission form yet. Were you able to access it okay? Please try filling out the form again, and be sure to include all the required information, such as your community username and the thread link. 

Please let us know if you need further assistance.

Regards,

Gabriela

[askillaun]

Hi Gabriella  - I did fill out the form and I did get an email from the team asking for more information - I replied on 28 Aug - and did send a follow up email but havent heard back since.  I am not sure where that leaves things.