Heatlink failed- no power on the unit

[Racholdy]

Arrived home to no heating. An electrician diagnosed the problem as no power to our 3rd generation heatlink. No lights and not able to reset, the unit doesn’t do anything. 
With a newborn baby in the house I need to try and fix this asap. 
solutions and help much appreciated. 

[UanaC]

Hello there! Thanks for posting. I am sorry to hear that you're facing issues with your thermostat, but i'll be more than happy to help out. Could you please answer these questions:

1. How long has your thermostat been installed for?

2. What is showing on the Nest thermostat display? 

3. Have you had any power cuts recently?

4. Have you had any work done on your electrical or heating systems recently? 

5. How many zones are present in the setup?

Thanks in advance, Oana.

[TudorL]

Hi there, just checking in to see if you managed to look over the questions. 

[emaddocks]

My heatlink has also just died. Power is available at the terminals but no lights 😞

[Paul_R]

Hello @emaddocks! I'm really sorry to hear about it but I'll do my best to assist you with this issue. Could you please respond to the following set of questions and try the steps at the end?

What type of Nest Thermostat do you have?
Are you seeing any wiring report or error on the thermostat and/or the app?
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 zones are present in your setup, meaning how many thermostats you have at the house.
Were there any power outages lately?

Check for all the breaker switches to be on.
Turn the breaker switches off and then on again.
Turn on manual mode by pressing on the button in the middle.

[emaddocks]

What type of Nest Thermostat do you have? Base software version 2.3.23 / 3.1, Model Backplate-6.5. Display software version 5.9.5-2, Model Display-3.6
Are you seeing any wiring report or error on the thermostat and/or the app? Yes it’s saying ‘Your thermostat can’t connect to the Heat Link…’
Have you recently had service or maintenance on your electrical, plumbing, or heating system? No
Have you tried any troubleshooting steps before contacting us? Yes. Powering off and on the heat link but no lights come up on the heat link. 
How many zones are present in your setup, meaning how many thermostats you have at the house. Just one. 
Were there any power outages lately? No

Check for all the breaker switches to be on. Yep
Turn the breaker switches off and then on again. Yep
Turn on manual mode by pressing on the button in the middle. Can’t do this as the heat link is dead. 

[Paul_R]

Thanks, this one is the right one. I noticed that your country code is for Australia, is that where you're located?

[emaddocks]

Yep. Melbourne, Australia

[Paul_R]

Thanks for your answers. Now I'll send you an email that contains a link to a form, please complete it and let me know with a message here when it's done.

[emaddocks]

Thanks Paul. I’ve completed the form. 

[Paul_R]

Thanks, I found it. Please check you emails again as I've sent you another one, and please reply there with the correct Serial Number.

[emaddocks]

Ah sorry. Sent the heatlink serial number. Have sent the displays now. 

[Paul_R]

I see. Because the troubleshooting steps didn't help with the issue, you would need a replacement Heat Link. We'll be more than happy to assist you with that, but Australia is not a supported country for the Google Nest Thermostats, and we'll not be able to send the replacement there. The only way to proceed about this is you sending your faulty Heat Link to one of the supported countries in Europe, to someone you know, and we'll process the replacement on the address of the person that you'll send it to. The shipping costs from Australia to Europe and from Europe back to Australia will have to be supported by you as well. Please let me know if you want to proceed and we'll discuss this further. 

[emaddocks]

That’s very disappointing 😞

It’s not realistic for me to send it to Europe to be replaced. It’s ridiculous that Google are happy to sell products in Australia but not willing to support them!?!

[emaddocks]

Do you know where in Australia I can by a heatlink without the Nest thermostat?

[LarisaL]

Hi there, i just wanted to check in with you. Did you see the message from my colleague?

[emaddocks]

Yep went back to the guy who installed it and he’s replaced it

[LarisaL]

Understood. I'm glad to hear that. Is there anything else I might be able to assist you with?

[AlexD]

Hi, just wanted to check in. is there anything else I can perhaps try and assist with?

[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!

[Paul_R]

I'm really sorry for the inconvenience, and I understand your standpoint on this. To clear out any confusion, the thermostats are not sold in Australia by Google. If you check the Google Store for Australia, which is the only official sales point, you won't be able to find the thermostat. We cannot account for any 3rd party retailer that buys the products and resells them. My advice would be to check with the retailer that you bought it from, mention the case reference or this conversation as proof that we say that the Heat Link is faulty, and see if they can replace it. I do not know, in Europe at least some retailers sell spare parts, or some installers too, but we won't be able to account for those products or sellers.