Heatlink broken

[brians489]

Hi,

My heatlink has stopped working (lights off on the unit even though power is present, have tried a reset). I have logged a ticket on this however have received no update on this. Can someone please let me know how I can request a new Heatlink and arrange for the old one to be replaced?

Thanks

[AlexD]

Thanks for reaching out here @brians489 . I am sorry to hear you are facing difficulties with your thermostat and I would be happy to try and assist. 

If you haven't already, check the breakers and switches at the location, to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch on it. Confirm it has power, it should have a display or LED that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power to the Heat Link off for a few minutes and then turn it back on. See if it has any reaction after, when you press the button on it.

[brians489]

Hi Alex,

Many thanks for your response.

I can confirm I have checked the breakers and switches at the location and can confirm nothing has tripped. I've also checked the boiler and can confirm that it has power to it.

I'm unsure about power cycling the heat link, however I did turn all power breakers/switches in the house and turned them all back on again and it didn't resolve the query. I also contacted a Nest installer in my area who told me the only option at this point would be to get a replacement Heatlink. Is it possible to arrange this please? 

[AlexD]

It is certainly an option. I just need to log a bit of information and then open up a case for you to see what the available options would be. You can also get in touch with my colleagues over the live chat or phone line if you feel it would be more convenient here. They can set up a case live with you and it may go a little faster. 

1. When was the thermostat installed?
2. When did you first notice this behavior?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any message on the thermostat display?
5. Did you notice any power cut in the area before this occurred?
6. Did you have any maintenance done on the heating or electrical system recently? 
7. Do you have only one or multiple Google Nest thermostat devices at the location?
 

[brians489]

Hi Alex,

Thanks for your reply. I'm happy to progress this here for the moment and I appreciate your prompt replies. Please see responses to your queries below:

1. When was the thermostat installed? - It was installed in July 2019
2. When did you first notice this behavior? I noticed this behaviour on Monday 12th June 2023, however I had been on vacation since 2nd June 2023 so it may have occurred before 12th June. There was no issue with the thermostat before 2nd June 2023.
3. Was it installed by a Nest Pro or by a heating/electrical engineer? It was installed by a Nest Pro employed by Electric Ireland in 2019.
4. Did you notice any message on the thermostat display? Yes, the thermostat is displaying an error on the Nest App and on the device itself. This says "H71: Can't connect to Heat Link to control heating". The first time I noticed this error was on 12th June 2023.
5. Did you notice any power cut in the area before this occurred? I didnt notice any power cut, however I was on vacation from 2nd June to 12th June so one may have occured during this time. None of my other appliances have reacted as they usually would had a power cut occured so I think it is unlikely.
6. Did you have any maintenance done on the heating or electrical system recently? No
7. Do you have only one or multiple Google Nest thermostat devices at the location? I only have one.

[AlexD]

Thank you. Next I want to create the case for you. Would it be ok if I reached out to the email associated with your account here?

[brians489]

Hi Alex,

Yes that would be fine. 

Thanks.

[AlexD]

Awesome. I sent an email your way with some information and a form to fill out, that will create the case on my end here. Once you've filled out the form let me know here, that way me or one of my colleagues can check for it after and continue the process. 

[brians489]

Hi Alex,

I have now filled out the form in the e-mail you sent.

Thanks

[AlexD]

Perfect, got it. Now we have one more step to do. I sent you an email with the instructions for that. Reply to that email with the requested picture and let me know here once you have. 

[brians489]

Hi Alex, I've just sent over the picture as a reply to the e-mail. Thanks

[AlexD]

Thanks. I got the picture and I will get back to you in just a bit with further details over email on how we can proceed. 

[OannaCG]

Hello! Just wanted to make sure: did you receive the confirmation email from Google Store for your replacement? 

[OannaCG]

Hey there, since we haven't heard from you for a couple of days, we'll close this thread for now. If you still need help, let us know so we can continue. Thanks!