Heatlink connected but not responding to app changes

[Blane]

Had Nest learning thermostat installed recently and all set up and connected to iPhone app. Schedules all set up for heating on/off and hot water on/off. Problem is that the app and thermostat work as per the schedule when the heating and hot water shows as off the Heat link still has green lights on for hot water and heating showing its still on? hence at present heating and hot water aren't going off? HELP!!

[george_t]

Hi @Blane, thanks for reaching out. I'm sorry to hear you're experiencing this issue, but we'll sort this out together. Let's start with a few questions:

What type of Nest thermostat do you have?
Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
Have you tried any troubleshooting steps before contacting us?
How many thermostats do you have?

[Frustratedddd]

Silly question may be, but if you press the Heat Link button do the lights go off and leave just one green light on?

Can you take a picture of the Heat Link connections?

[Vladut]

Thank you so much@ Frustratedddd

@george_t Can you please check the above 2 messages and let me know if you have any questions?

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

[george_t]

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.