Heatlink and Nest thermostat lost connection and won't repair

[Ruaraidh]

Hi,

Had my Nest and Heatlink installed for 5 years with no problem but last night the thermostat reported H71 and could not control the heatlink.

Tried restarting both, tried moving the thermostat right next to the heatlink and tried a full factory reset. Heatlink flashes blue but thermostat won't pair.  Tried turning off nearby mesh node in case that was a problem but network is unchanged for over a year before this.

Nothing, still won't control the heatlink.  Can turn on the boiler manually (yellow light plus two greens) by manually pressing the button but can't get the thermostat to connect and control.

How do I get onsite support to get this fixed?

Many thanks!

[LarisaL]

Hi there, thanks for reaching out! 

Please try the following set of steps exactly in that order and manner, and let us know how it goes:

Turn off the WiFi router, any active Bluetooth and take the thermostat as close as possible to the Heat Link, but no closer than 0.5 meters. Also make sure the thermostat is plugged in.

1. Reset the Heat Link by keeping the button on it pressed until the LED goes slowly pulsing blue (it takes about 30 - 45 seconds)
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds. (Hamburger reset)
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen.
5. Go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 10 seconds press, until the LED goes off once).
7. Press connect on the display.

[AlexD]

Hi, I wanted to check in. Do you need further assistance with your device? Make sure to let me know.