Brief overview - heating stopped working, was still getting DHW from boiler, when heating was requested heating would either cycle on then off straightaway or report timer/room stat off message. Replaced diverter valve as Nest 3 device appears to be working ok and had green light on heatlink. This did not resolve my issue - same symptoms after replacing diverter valve and head.
Looped the timer connections on the boiler and heating works fine - assume the heatlink device has failed as Nest 3 seems to be working ok/not reporting any issues.
So it seems I need a new heatlink device - Google search showed nothing! Can order a whole new Nest 3 /Heatlink but not the heatlink on it's own.........
OK, I'll try Google support chat and see if I can get/buy one from them.........transcript below
N
Hi. I'm **** and sorry to hear that you're having trouble. What issue are you experiencing? I'm here to help.
I understand your concern. Rest assured, I am here to help you.
N**** · 11:18 AM
Hi ****, the Nest 3 seems to be working ok but the heatlink is not sending correct signals to the boiler. I have troubleshooted the issue and boiler is working fine.
11:18 AM
N
Richard before we proceed, could you please confirm the email address and phone number?
N**** · 11:18 AM
..................
11:19 AM
N
Thank you for the details.
Just to confirm is there any led light showing on the heat link?
N**** · 11:19 AM
heatlink has a green light
11:19 AM
N
If it showing green light then it is working fine.
N**** · 11:20 AM
I've looped the timer connections on the boiler and the boiler works fine. Nest 3 is not showing any issues. When the heatlink is connected to the boiler the boiler reports thermostat/timer is off
11:21 AM
N
Okay.
I will request you check the schedules.
N**** · 11:23 AM
I've manually increased the temp on the nest device and still the boiler does not engage heating
11:24 AM
N
Ok.
N****· 11:24 AM
Believe me I have tried everything, even fitted a new diverter valve on the boiler......
11:24 AM
N
Richard what is the temprature you have set.
N**** · 11:24 AM
I set it to max and still no heating through the heatlink
11:25 AM
N
Can you help me with the temprature?
N**** · 11:25 AM
what help do you need with temperature?
The Nest shows that heating is engaged (heating on) but the boiler is not engaging heating
I know the issue is not the boiler as when timer connections are looped the boiler works fine
11:27 AM
N
Richard basically it will start heating when the room temperature will decrese from the set temperature.
N**** · 11:27 AM
Yes I am aware of that......
11:28 AM
N
So basically the thermostat has a sensor which can detect the room temperature.
N**** · 11:29 AM
I know how these things work N****,
11:29 AM
N
So to check if it is working fine I need to know the current room temperature and the set temperature.
N**** · 11:30 AM
to put things simply for you - room temp was showing as 13 degrees celsius, I set the Nest temp to maximum and the boiler is not activating the heating......
11:31 AM
N
Richard to check if it working fine can you change the set temperature to 20.
And please confirm if the heating starts?
N**** · 11:33 AM
N****, please listen to me, I have been working on this issue for days, I have tried every temp setting on the Nest 3, Nest 3 shopws heating is activated but the boiler is not engaging heating. The boiler works fine as I have now looped the timer connections on the boiler and am getting heating....
I have reset Nest 3, reset the heatlink, checked for firmware updates on the Nest3 etc etc
11:35 AM
N
I appreciate your efforts.
Please help me with the serial number of the thermostat?
You can find the serial number on the rear end of the display, or, on the thermostat's 'Settings' >> 'Technical info' >> 'Display'.
N**** · 11:35 AM
Serial of Nest 3 is - 09AA01AC46150JDQ
11:37 AM
N
Thank you for the serial number.
Richard I have escalated the case to the dedicated team however they will contact you over the email.
N**** · 11:40 AM
OK, thank you, can I just order a new heatlink from somewhere?
11:40 AM
N
Yes you can do that online.
N**** · 11:41 AM
I only want the heatlink ddevice, not a whole new Hest, have you got a link?
*Nest
11:42 AM
N
You can visist the nearest google store.
N**** · 11:42 AM
I do not know of any Google store near me......I've looked online and cannot find one
11:43 AM
N
You can visist the nearest google store near you.
N**** · 11:43 AM
I do not know of any Google store near me.....
Can I not order one online??
11:44 AM
N
Yes you can.
N**** · 11:44 AM
do you have a link?
11:44 AM
N
You can also check that on Amazon.
N**** · 11:44 AM
I can only find whole Nest 3/heatlink to buy online, I juust want the Heatlink device!
can you provide a link please
11:46 AM
N
Sorry Richard.
I will request you to check in the nearest google store as I have checked is not available online now.
N**** · 11:48 AM
I've said there is no Google store near me! After this experience if I cannot get just the heatlink from you then I will buy a different brand Thermostat. I will await an email response from the dedicated team.....
11:49 AM
N
I am sorry if you feel that way.
N**** · 11:50 AM
the only Google store in the UK is in London which is miles away and it would be cheaper to get a different thermostat than go there!
11:50 AM
N
I understand that.
N**** · 11:52 AM
when can I expect to hear from your 'dedicated' team?
11:52 AM
N
They will get back to you via email. As soon as possible.
N**** · 11:52 AM
what is ASAP? An hour, a few hours, a day, a few days?
11:53 AM
N
You can contact nest pro and can have a new heatlink.
N**** · 11:55 AM
ok, how do I do that?
11:55 AM
N
I have shared an email with you. You can contact nest pro from there using the link.
N**** · 11:56 AM
from a quick look I have to book a Nest Proi engineer to get a new heatlink?
11:57 AM
N
Yes.
They can also repair that one
N**** · 11:58 AM
Hmmmm, ok, sure that will cost more than a different/new thermostat. N****, I am very disappointed that I cannot get a new heatlink device from yourselves (or anywhere) as that seems to be the issue in my case. Looks like I will be looking to get a new different brand thermostat and will be looking at customer support as part of that package.
12:00 PM
N
I understand that but we need to follow some troubleshooting steps to check the issue.
N**** · 12:01 PM
what troubleshooting steps? I have already isolated the issue as the heatlink/nest device......
12:02 PM
N
Okay.
I have shared the link you can book the nest pro and can replace the heat link.
N**** · 12:02 PM
Looks like bye bye Nest, thanks for not progressing/resolving my issue. I shall post this chat in forums to help other users and prevent them from wasting their time.
