Heatlink faulty

[matthewd1989]

My thermostat works but the heatlink isn’t functioning. I’ve had an engineer out who confirmed the heatlink is faulty but when I called Google they said I needed to get the engineer out again and then get him to call them even though he previously sent a report. This would cost me £85 to get the engineer which is almost the price of the nest e. Does anyone have any suggestions?

[CristianC]

Hey there. I'll do my best to get this sorted for you. Do you have a case ID for your call with Google Nest support? If it's a thermostat E, you can try changing the batteries in it. 

[AlexD]

Hi, I wanted to check in. Did you see my colleagues comment? Keep us posted if you need further assistance. 

[matthewd1989]

I unfortunately can’t fund my case number or was never given one

[AndaD]

I understand. By any chance my colleagues sent you an email or something like this? Also, if we're gonna forward an email to you, will you be able to provide us the report where it says that the Heat Link was faulty? 

[matthewd1989]

I actually just found the case number - 4-9764000032275 

I have the report from the engineer who came to the property

[AndaD]

This is amagzin, many thanks. I'll be checking some details and get back to you. 

[CristianC]

Hey @matthewd1989. You can send the report as a reply to the email. Let me know once you do. 

[matthewd1989]

 Which email?

[CristianC]

On the case you gave me, i can see that the agent has sent you an email. It was on June 2. Can you reply to that email?

[matthewd1989]

Done

[CristianC]

Thanks for your reply. i received the report. i see that there was a click sound coming from the Heat Link which means that it should work as expected. To determine the fault, the installer should've performed a continuity test. If you have a multi-meter, you can also do it. Please remove the wires from the Heat Link and check if there's continuity between terminal C and NO and then between C and FP. Put the Heat Link in manual mode by pressing the button twice ( you should see 2 lights on ) and check for continuity again. Let me know the result.

[matthewd1989]

Hi Cristian, he did a continuity test and I also performed one and this was all fine.

[CristianC]

Hello again. If he said the continuity test was fine, then the issue is not with Google Nest. I'm going to have to confirm the results of that test however. 

[matthewd1989]

Sorry for the confusion, he did a continuity on the wires in the house which were fine, then on the Nest which wasnt working.

[CristianC]

Thanks for clarifying. I'm still going to need the results of the continuity test so we can move towards a resolution. 

[matthewd1989]

I assume you mean from the heatlink?

[george_t]

Hi @matthewd1989. You're right, my colleague referred to the Heat Link continuity test result. I also checked your case and saw that my colleague emailed the test steps.

[Vladut]

Hi there, just checking in with you. Do you still need help?

[CristianC]

Hello again. I haven't seen any updates on this thread in a while so I'm going to lock it. If you're still experiencing issues, feel free to open a new one.