Heatlink - Replacement Required

[Kasp]

Hello after using my nest thermostat for well over a year it has now decided to stop working.

The heatlink has no power, none of the lights are turning on. There is 240V present on the unit. I have tried resetting the unit and also recycling the power.

How do I go about getting a replacement heatlink

I have tried to contact your help team through the chat and despite it stating your working hours are 12:00 AM-11:59 PM I always get an message "Please try again during support hours."

Thanks

[CristianC]

Hello @Kasp,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?


Regards,
Cristian

[AlexD]

Hi, I wanted to check in. Do you need any further assistance?

If so, make sure to let me know.

[CristianC]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.