Heatlink not powering up

[stiphond]

Hi everyone,

since a couple of days im getting an error on my nest thermostat 3. It seems the heatlink is broken and not powering up. Im reading this a lot on these forums and the conversation tends to go in private messages for a solution. I tried troubleshooting myself but not getting any further. From other posts I got this list of troubleshooting questions I already resolved;

Press the button on the Heat Link and check if you have any lights on it

Done not working

Turn them off and then back on
Press on the button again and check for LEDs
Done not working
How long has your thermostat been installed for?

nearly 3 years now
Did the issue happen during the installation?

no
Is there any error on the Nest thermostat display?
no
Have you had any power cuts recently?

no
Have you had any work done on your electrical or heating systems recently?

no
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup

just one

a family friend whom is an electrician installed it 2,5 years ago

[TudorL]

Hi there and thanks for reaching our Community. I'm really sorry about the issue you're facing, but I'll do my best to assist you. Thanks for all the info you provided beforehand. Would it be okay if I send you an email on the address linked to your Community account? 

[stiphond]

Sure thing, thanks!

[AlexD]

I sent the email your way. Once you go through it, make sure to reply here to let us know so me or one of my colleagues can look it up after. 

[stiphond]

Hi Alex thanks! I filled in the form, referencing to the case number thx

[LarisaL]

Hi there, I managed to find the form, but it looks like the serial number is wrong. Can you please complete the form again, but make sure you put the serial number of the thermostat display? It should start with 09A.

[stiphond]

Hi Larisa, the serialnumber provided is the serialnumber i got from the display of my Nest Thermostat. 

[stiphond]

Sorry I got the right serial number now. I filled in the form again

[robwill888]

Hi, I am getting the same problem, heat link has power, no lights are on and have tried reseting 

[LarisaL]

@stiphond I found your form. Would you mind if we continue via email?

@robwill888 I'm sorry to hear about this situation. Could you please answer the following questions and try these steps:

1. How long has your thermostat been installed for?

2. Did the issue happen during the installation?
3. Is there any error on the Nest thermostat display?
4. Have you had any power cuts recently?
5. Have you had any work done on your electrical or heating systems recently?
6. How many zones ( thermostats ) are present in the setup

Press the button on the Heat Link and check if you have any lights on it

Check the breaker switches from the fuseboard.
Turn them off and then back on
Press on the button again and check for LEDs
 

[stiphond]

Hi Larissa sure thing mail me

[LarisaL]

The email is on its way to you.

[AlexD]

Hi, I wanted to check in. Did you receive my colleagues email? Let me know if you need further assistance. 

[robwill888]

no email was received

[Vladut]

@stiphond Glad my colleague was able to assist. Let me know if you need anything else from us

@robwill888 If you still need assistance just let me know.

[stiphond]

Hi Alex, sorry bout not responding. I received all e-mails and sent my broken heatlink and received a new one. All within 2 days. Excellent service and thanks for helping me out! @robwill888 i think the best thing is to open a topic for yourself. Google is really helping out!

[robwill888]

Sorry for the delay in getting back to you, please find answers below

1. How long has your thermostat been installed for?

Coming up to two years

2. Did the issue happen during the installation? 

Nope

3. Is there any error on the Nest thermostat display? 

No error, none of the lights are present 

4. Have you had any power cuts recently? 

No

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

Not since the annual service last year 

6. How many zones ( thermostats ) are present in the setup   

Just the one 

Press the button on the Heat Link and check if you have any lights on it Check the breaker switches from the fuseboard. 

No lights are coming on, there is power to the system. Fuseboard is working fine

Turn them off and then back on Press on the button again and check for LEDs  

Tried that, still nothing 

[robwill888]

1. How long has your thermostat been installed for?

Coming up to two years

2. Did the issue happen during the installation? 

Nope

3. Is there any error on the Nest thermostat display? 

No error, none of the lights are present 

4. Have you had any power cuts recently? 

No

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

Not since the annual service last year 

6. How many zones ( thermostats ) are present in the setup   

Just the one 

Press the button on the Heat Link and check if you have any lights on it Check the breaker switches from the fuseboard. 

No lights are coming on, there is power to the system. Fuseboard is working fine

Turn them off and then back on Press on the button again and check for LEDs  

Tried that, still nothing 

[TudorL]

@robwill888 Would it be okay if I send you an email on the address associated with your Community account? 

[robwill888]

yes please do 

[LarisaL]

Hi there, I just sent you the email. Please let me know when you've completed the form from it. 

[robwill888]

ya, I clicked on the link and completed the form address, serial No. etc 

[AlexD]

Thanks. I sent more information over email. Go trough it and let me know if you have any further questions. 

[TudorL]

Hi there, I've noticed that one of my colleagues have arranged a BOXT email for you. Is there anything else me or my colleagues can assist you with? 

[LarisaL]

I haven't heard from you in a while so, if you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.

[Vladut]

Hi there, just checking in with you. Did you manage to check the last message?