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Heating is not switching off

SB_1984
Community Member

Hi all, 

I’m hope you can help a very frustrated nest user.

Nest was installed a few months ago on a system boiler (heat + water) my electrician installed it and water has been fine; we tried to use the heating a few weeks ago and noticed that when we tried to switch the heating off it didn't disconnect and we had to shut off power to the boiler to do this, and every time since.
My electrician assured me that the wiring was correct, so we spent over £300 to have the valve on our heating replaced as i assured this was the problem; unfortunately the valve has now been replaced and we are still having issues with the heating switching off. I have tried to call through to Nest customer support and after two hours got nowhere and I am now at a loss as to where to go from here.

 

I would appreciate any support you are able to offer.

 

15 REPLIES 15

Vladut
Community Specialist
Community Specialist

Hi @SB_1984 , thank you so much for reaching out. I'm so sorry for any inconvenience caused by this. Can you tell me what type of installation system do you have for your system boiler? Is it an S plan or Y plan? Or something else?

SB_1984
Community Member

Hi @Vladut 

I’m really not sure as nest was installed by my electrician. How can I find this out? 

Vladut
Community Specialist
Community Specialist

Can you tell me how many motorised valves you have? Is it one or 2?

 

SB_1984
Community Member

Sure, we have just 1 valve 😊

LarisaL
Community Specialist
Community Specialist

Hi there! In situations like this we perform a click test to determine if the issue is related to your thermostat or to another part of your heating system like a valve, wires or with the boiler itself. That being said, please go near your Heat Link and turn the heating on from the app and let me know if you hear a click. You should hear a click when you turn on the heating and another click when you turn it off. Just to make sure that the relay is working properly, please try that 5 or 6 times and let me know if you hear a click at every command.

 

SB_1984
Community Member

hi @LarisaL 

we actually tested this with the gas fitter last week when he replaced the valve, he tested 5/6 times and we hear the click on every occasion but it does not switch off the heating following the click. The thermostat screen goes grey to indicate heating has been switched off but it has not.

AlexD
Community Specialist
Community Specialist

Understood, so it seems to be clicking each time when turning the heat on and off. That would generally indicate the Heat Link is working as expected. I'd like to have a check on our end at a few things, would it be ok if I reached out over the email associated with your account here so I can create a case? 

SB_1984
Community Member

Hi @AlexD 

Yes of course, that’s fine. Look forward to hearing from you.

AlexD
Community Specialist
Community Specialist

I sent the email your way. Once you're done with the form in the email, let me know here. 

SB_1984
Community Member

I’ve just returned it Alex 🙂

AlexD
Community Specialist
Community Specialist

I sent the email your way. Let me know by replying to it or here once you go through it if you have any questions. 

AlexD
Community Specialist
Community Specialist

Hi, just wanted to check in. Did you get my email? Make sure to let me know if you have any questions. 

SB_1984
Community Member

Hi @AlexD 

yes I did, I’m waiting for my electrician to come back round so he can go through the steps. He should come round early next week so will be in touch as soon as possible.

AlexD
Community Specialist
Community Specialist

No worries. Keep us posted here as soon as they do. 

LarisaL
Community Specialist
Community Specialist

Hi there, just checking in! Do you have any updates?