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Heatlink Not Working

Patpat678
Community Member

Hi I have a Nest Heatlink 3rd Generation, it appears to be completely dead. Its just over 2 years old. I have power to the unit but no lights. I have tried turning off the power etc but still no joy.

Can you please advise how I purchase a new one.

Thanks

2 ACCEPTED SOLUTIONS

AndaD
Community Specialist
Community Specialist

I'll surely do that. It's been my pleasure to assist you. Don't hesitate to reach back if something else arises, we're just a message away. Also, is there anything else I can assist you with at the moment? 

View solution in original post

AlexD
Community Specialist
Community Specialist

That is great to hear. Make sure to reach back out to us whenever anything comes up that we can try and assist with. Me and my colleagues will be happy to help opt. I will go ahead and close down this thread, if anything comes up, feel free to open a new one up.

View solution in original post

23 REPLIES 23

AndaD
Community Specialist
Community Specialist

@Patpat678

 

Hi there and thanks for bringing this to my attention. I'm sorry to hear about this situation, but no worries — help is here. Could you tell us when it started happening? Which type of Nest Thermostat do you have (Nest Learning Thermostat 2nd gen/3rd gen, Nest Thermostat E, or Nest Thermostat 2020)? Also, what country are you located in?

Patpat678
Community Member

Hi.

I noticed it at the weekend. I believe it is a Nest Learning Thermostat 3rd Generation. We are located in England.

 

Many thanks

AndaD
Community Specialist
Community Specialist

@Patpat678 

 

thanks a lot for the details. Let's check on this. Have you tried turning on Manual Mode to verify boiler activation by pressing its button once? Does anything happen?

Patpat678
Community Member

Hi 

I have no lights on the heatlink I have tried pressing the button once, I have also tried resetting it by pressing and holding the button for 10 seconds but there is nothing coming on of lighting up.

AndaD
Community Specialist
Community Specialist

Awesome, thanks for trying that. Did you also check that the breaker switches are set to on or the fuse board hasn't tripped?

Patpat678
Community Member

Hi Yes I have and I have power to the heat link.

AndaD
Community Specialist
Community Specialist

@Patpat678

 

In some cases the boiler will have an additional isolation switch which can turn off the power to both the Heat Link and the boiler. Can you try switching that off/on again to see if anything changes? If you don't have an isolation switch for the boiler, turn the fuse board switches (circuit breakers) off and on.

Patpat678
Community Member

Hi 

I have tried this previously and just tried again and nothing is happening.

AndaD
Community Specialist
Community Specialist

@Patpat678

 

I'm going to forward an email containing details about what you need to do in order to have your case logged in our system. Please check it out and reply there, but let me know once it is done. 

Patpat678
Community Member

Hi 

I have filled the form out and clicked submit, however I keep getting a note come up to try again later.

 

AndaD
Community Specialist
Community Specialist

@Patpat678

 

That's rather odd. Have you tried refreshing the page? Also try from a different device (phone, tablet, laptop) or in a different browser. 

Patpat678
Community Member

Hi

I have managed to send it through my phone. So you should have the form now.

AndaD
Community Specialist
Community Specialist

@Patpat678

 

Amazing, thanks for letting me know. Will be checking some information and get back to you asap.

AndaD
Community Specialist
Community Specialist

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.

Patpat678
Community Member

Hi this is done.

 

AndaD
Community Specialist
Community Specialist

@Patpat678

 

Awesome, thanks for doing so. And a very last step will be to kindly complete these questions so I can add everything to your case:

 

1. How often do you experience the issue?
2. How long has your thermostat been installed for?
3. What colour is the Heat Link LED?
4. What is showing on the Nest thermostat display?
5. Have you had any power cuts recently?
6. Have you had any work done on your electrical or heating systems recently?
7. How many zones are present in the setup?

Patpat678
Community Member

Hi 

Please see answers to the questions below.

1. This is the first time I have had an issue.

2. Just over 2 Years

3. The is not colour on the unit as it is not working.

4. H71 Thermostat cant connect to heat link.

5. No we have no power cuts.

6. The heating system hasnt been touched since it was services last September.

7. We only have one zone.

 

AndaD
Community Specialist
Community Specialist

@Patpat678

 

Thank you so much for helping me diagnose this issue. From this point on, we'll set up a replacement for your unit. It looks like your area is covered by our installation partner BOXT, who offer next day installation services. We can send you the information required to book your replacement device with them; please note that choosing this option will require a credit or debit card only as part of the booking process, but no charge will be applied.

 

Rest assured, an email with details will be sent where the entire process is explained and it will guide you through everything so that we get things up and running in no time. I really appreciate your cooperation.

Patpat678
Community Member

Hi Thats great, please send over the information to get this sorted.

 

Thanks

AndaD
Community Specialist
Community Specialist

I'll surely do that. It's been my pleasure to assist you. Don't hesitate to reach back if something else arises, we're just a message away. Also, is there anything else I can assist you with at the moment? 

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. Is there anything else I can perhaps try and assist with? If so, don't hesitate to let me know. 

Patpat678
Community Member

Hi Alex,

Boxt have been out today and replaced my Heat Link. I must say the Google and Boxt customer service has been brilliant, an absolute breath of fresh air.

Thanks 

 

Patrick

AlexD
Community Specialist
Community Specialist

That is great to hear. Make sure to reach back out to us whenever anything comes up that we can try and assist with. Me and my colleagues will be happy to help opt. I will go ahead and close down this thread, if anything comes up, feel free to open a new one up.