Heatlink Not Working

[JohnA16]

Hi

My heatlink has power and is connected to my Gen3 thermostat but it’s not starting the boiler so no heating.

I’ve tried using the manual override and all the lights come on to indicate that it’s going to start the boiler but it doesn’t.

I have a second thermostat and heatlink for the master bedroom which works and starts the boiler as expected.

please advise as we have no heating and an immune compromised wife who can’t afford to get not well.

speedy response much appreciated 

[Frustratedddd]

On the Heat Link when you overide do you hear any clicks at all? This is the thermostat you say isn't working.

Just to check with the working thermostat do the same, you will hear a click. Do they sound the same?

How old is the thermostat?

[JohnA16]

The button clicks the 3 lights come on but it doesn’t kickstart the boiler which is right next to it.  They’re Gen 3 thermostats and 6 years old

thanks for replying 

[AlexD]

Thanks for reaching out to us here @JohnA16 . I am sorry to hear you are having difficulties with your device and I would be happy to try and assist. 

We want to do some tests to see how the relays in the Heat Link behave, like @Frustratedddd mentioned there should be some clicks. Go next to the Heat Link and open the Nest app on a mobile device:

1. Select your thermostat to access the heating controls and make sure the screen is black, heating is off.
2. Turn up the temperature until the display goes orange, heating on, and listen for a clicking noise.
3. Turn the temperature back down until the display is black again, heating off, and listen for a clicking noise again.

Let me know what the results are.

Do make sure the Heat Link is not in manual mode when you try this. 
 

[JohnA16]

Hi thanks for replying.

Heatlink not set to manual follow the steps and nothing. Heatlink doesn’t kick in the boiler.

when I manually press the button on the heatlink box the button clicks 3 lights come on but nothing from the boiler.

i know it isn’t the boiler as the thermostat and other heatlink are working fine when I turn up the heating the boiler kicks in

[AlexD]

Thank you. Just to check, you mentioned the system does not activate but does the Heat Link make a clicking sound when you turn the heating on and off using the Nest app? 

[JohnA16]

Hi, yes it did.  It clicked but nothing else happening

[AlexD]

Thanks for confirming. The clicking noise indicates the signal from the Nest app is sent to the servers, from the servers to the thermostat display and from the display to the Heat Link. When an order is given the relay inside of the Heat Link should move with an audible click.

This behaviour indicates that the Heat Link works most likely as expected and something else in the system is causing this behaviour. 

Since you mentioned you have 2 devices that means you have a zoned system at the location with separate zone valves. It's likely that the valve connected to that Heat Link is getting stuck and causing the behaviour, though it's not impossible for something else to cause it, it's just the most likely cause.  

If you happen to know where the zone valves are for your devices, first go to the one from the thermostat that works and toggle the heating on and off using the Nest app. See if the valve makes a noise, moves or changes some indicator light on it to indicate it turning on and off. Once done, locate the other valve and do the same test as before from the other thermostat. See if the valve has the same behaviour as the other one or perhaps has no reaction.  

[JohnA16]

Thanks everyone for the help.

problem was the motor for one of the zones which has now been replaced.  Thanks 

[AlexD]

That's great to hear. If anything else comes up, don't hesitate to reach out again on any of our channels. 

Happy holidays ahead!