Heatlink not working after power

[Dohara]

Hi, I have a 3rd gen learning thermostat. It is less than 2 years old. It has been working fantastic up untill now. I had a  powercut and the heatlink has not turned back on since, no lights, tried resetting, all trip switches on.  The powercut was within the last week. Can anybody suggest what else I should do ?

[AndaD]

@Dohara 

Hi there and thanks for reaching out. I'm sorry to hear about the issue with your thermostat, but don't worry — we'll find a way together. For starters, can you tell me what country you are currently located in?

[Dohara]

Hi @AndaD, 

Thank you for your response. I am base in Ireland. 

[AndaD]

@Dohara, great amount of troubleshooting steps were done, very well. Let's continue and check a few more aspects. Please help me out with some answers to the following questions, so I can document everything:

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 message 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?
If yes, how long was the power off for? (Be specific.)

[Dohara]

Are there any lights on the Heat Link? No lights on the Heatlink. 

Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode? The broken heatlink is for upstairs heating, I can only turn on downstairs heating and water as they are connected to the heatlink for downstairs. 

Are you seeing any wiring report or message on the thermostat and/or the app? Thermostat says 'unable to connect to Heatlink'. 

Have you had any recent power cuts in your area? If yes, has the power been restored? Yes and it was restored within one hour. 

Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.) No, it was last year when I got it serviced. 

[AndaD]

@Dohara

Thanks a lot for the answers, really helpful. I'll forward an email containing instructions regarding the steps you need to follow in order to have your case logged in our system. Please check your email and reply there, but please let me know once it is done. We'll continue afterwards.
 

[Dohara]

@AndaD 

I have completed and submitted the form you have emailed me. 

[AndaD]

Now we'll need to authenticate your account. Please navigate to https://goo.gle/2zjncoz and sign in with the email address linked to the Nest account before clicking "Yes". Let us know when it's done please.

[Dohara]

@AndaD that is done now. 

[AndaD]

Based on the troubleshooting steps that we did and the information you provided it seems that your Heat Link isn't working as it should. I'm really sorry for this inconvenience, but I'll gladly make a request for a replacement, for Heat Link only. How does this sounds? I'll forward to you via email the details regarding the 2 shipping methods so you can choose the one that works best for you. 

[Dohara]

@AndaD that sounds perfect. 

[AndaD]

@Dohara

I've sent you an email with the Exchange options for your Heat Link. Please check it out and reply there. Thanks a lot!

[Dohara]

Hi @AndaD, 

I have received an email saying I should receive another email with a link within 30 mins regarding the replacement unit. However, the email with the link hasn't came through as of yet. Would you be able to follow this up ? 

[DragosC]

Hi there @Dohara. From what we've seen in here it seems you've ordered the replacement already. Could you tell us please if you can see the email with the following title in your inbox? "Thanks for your replacement order" 

[Dohara]

Hi @DragosC ,

I received the link this morning for the replacement unit. 

Thanks all for your help on this matter,

Darryll

[DragosC]

That's great news. Thanks for letting us know. I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!