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Heatlink not working, no light, unable to reset, hot water is working.

fspeed79
Community Member

I have had my Nest Thermostat for almost 2 years without an issue, however, within the last 2 weeks the heatlink has no lights and the thermostat has an H71 error.

We have had no power cuts and I am unable to reset the connection as the heatlink appears to be completely dead.

Please advise.

40 REPLIES 40

CristianC
Community Specialist
Community Specialist

Hello fspeed79,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs
 

 

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones are present in the setup?




Regards,
Cristian

Richy
Community Member

My heatlink has stopped working today. Exactly as above. Installed autumn 2020. having to control manually as advised my my installer. Could you please send a new heatlink??

thanks

rich

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in.

 

Do you still need assistance with your device?

fspeed79
Community Member

Hi Alex,

 

Sorry, I missed your question. 

Yes, this is still an issue and I have had my boiler serviced this morning and the heatlink has not lights at all and does not work. I am having to use my boiler manually for heating. 

The heatlink was installed September 2019, this has never happened before and I have have had no work carried out since then. I understand that the product is out of warranty but power is going to the heatlink but no lights show.  I do not want to have to pay out for another system when this is only 2 years old.

Please advise.

Many thanks

Freya

AlexD
Community Specialist
Community Specialist

Thanks for the information @fspeed79

 

 

Please fill out this form so I can gather your details securely, and let me know once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A, the email associated with your Nest account and your full post address. Make sure to also include your user name, as once you let me know I will have to look for the form.

 

Else if you are more comfortable you can get in touch with our support line by using this link: https://bit.ly/3kIfrO5 .

AlexD
Community Specialist
Community Specialist

Hi @fspeed79 , I wanted to check in. Did you manage to fill out the form or get in touch with my colleagues?

 

Make sure to let me know if you need any further assistance.

 

Best regards,

AlexD

fspeed79
Community Member

I completed the form ages ago but no one has responded. I'm really disappointed in the product as I don't expect something with an approximate 10 year expectancy to stop working after 2 years.

CristianC
Community Specialist
Community Specialist

Hey @fspeed79. I was waiting for you to confirm that you completed the form so I can search for it. I just sent you a follow up email. 

Karl-27
Community Member

Hey, I am also having the same problem. I have filled out the above form, will someone be in contact? This is very disappointing to happen and ofcourse on Christmas Eve. 

FrascoHurtado
Community Member

I have the same problem. My heatlink has been working fine since December 2019, but a weeek ago it suddenly stopped working. No lights are shown. I tried to reset it (by switching it of), pressing the button, etc. Nothing happend. How can I fix it?

Hey @FrascoHurtado,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?


Regards,
Cristian

KP79
Community Member

Another disappointed Nest Thermostat user here. Same issue....Heatlink just died without warning. No recent work carried out, no power cuts, no loose wiring etc. How can I get a replacement please? 

PhilipJenks
Community Member

I have exactly the same problem. I called a heating engineer who says it is a known problem and I should apply for a replacement under Google manufacturer warranty. Anyone know how to do that. Google, you there?

KP79
Community Member

I contacted Google Support and spoke with them directly. To be fair the service was excellent and I had a replacement within 2 days. All back working now. Definitely seems to be a known issue though. 

CristianC
Community Specialist
Community Specialist

Hey @KP79. I'm happy to hear that you got it sorted.

Hey @PhilipJenks. Did you resolve your issue in the meantime? I'd love to help.

Dubairay
Community Member

My Nest thermostat stopped working last night and showed code 71. I checked the heatlink. There is power going to it but no lights. I tried resetting but nothing happens. Looks like a fault with the Heatlink itself. Boiler switching temporarily bridged to get heat.

 

Can you help?

AnaM
Community Specialist
Community Specialist

Hey @Dubairay,

 

I'd like to help you out. In order to do that, I'll ask you to answer the following questions:

 

  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. If yes, was the power properly restored at the fuse board after work was done?
  7. How many zones ( thermostats ) are present in the setup?

Also, please let me know if you tried these steps:

  • Press the button on the Heat Link and check if you have any lights on it
  • Check if the circuit breakers and the switches are set to on
  • Turn them off and then back on
  • Press on the button again and check for LEDs

AnaM
Community Specialist
Community Specialist

Hey there,

 

Just checking in, did you have the chance to try what I suggested in my previous message?

EmilyJ
Community Member

Hey AnaM I have the same issue 

my nest 2 thermostat went offline and has no display 18 hours ago (is wired into wall and is flashing red) 

The heatlink has no light when I try to manually turn on heating or restart to factory settings 

 

since this is less than 2 years old, have had no issues previously, my boiler and system installer hasn’t had this issue before, would appreciate your assistance to replace? I have also raised a case number but cannot speak to anyone by phone as voicemail keep directing me online. Am now looking at a very long and chilly new year break with zero heating. (I do have hot water though - phew)

 

  1. How long has your thermostat been installed for? 18 months 
  2. Did the issue happen during the installation? No
  3. Is there any error on the Nest thermostat display? No display at all 
  4. Have you had any power cuts recently? No
  5. Have you had any work done on your electrical or heating systems recently? No
  6. If yes, was the power properly restored at the fuse board after work was done?
  7. How many zones ( thermostats ) are present in the setup? One 

Also, please let me know if you tried these steps:

  • Press the button on the Heat Link and check if you have any lights on it - no lights 
  • Check if the circuit breakers and the switches are set to on - all on
  • Turn them off and then back on - done this 
  • Press on the button again and check for LEDs - no lights 

AnaM
Community Specialist
Community Specialist

Hey @Karl-27, @Richy and @EmilyJ,

 

I'm sorry to hear that you're all experiencing this issue, but I'd like to help you out. Please let me know if you still need help.

Karl-27
Community Member

Hi,

yes I still need help thanks 

AnaM
Community Specialist
Community Specialist

Hey @Karl-27,

 

Alright, we'll sort this out. Please answer the following questions:

  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. If yes, was the power properly restored at the fuse board after work was done?
  7. How many zones ( thermostats ) are present in the setup?

Also, please let me know if you tried these steps:

  • Press the button on the Heat Link and check if you have any lights on it
  • Check if the circuit breakers and the switches are set to on
  • Turn them off and then back on
  • Press on the button again and check for LEDs

Karl-27
Community Member

Our thermostat was installed March 2020. 
the issue did not occur at installation. 
H71 error showing. 
No recent power cuts. 
No recent works done to electrics in house. 
Currently one thermostat

 

There are no lights on the heat link. 
I have tried your suggested steps with no success. 

i would expect a new heat link sent as this seems to be a common problem at present with recent updates by Google to the nest. 
This is now ongoing since Christmas Eve. 

AnaM
Community Specialist
Community Specialist

Hey @Karl-27,

 

I'd like to open a case for you and continue this via email, is it OK if I use the email address found on your Community profile?

Karl-27
Community Member

Yes please. Thank you. 

AlexD
Community Specialist
Community Specialist

I sent an email your way. Reply to it once you received it.

Guv
Community Member

How do you get a new one?

AnaM
Community Specialist
Community Specialist

Hey @Guv,

 

We can replace a product if we decide it's faulty after some troubleshooting. Do you have the same issue as the other users?

Guv
Community Member

Yes... I have spoken to someone who went through the relevant steps and advised that they will be sending out a new heat link as appropriate, however I haven't received any email to confirm.

Its important that I get that email, can you sort this out please?

Dubairay
Community Member

I found the Google nest support chat line. They were very, very good  They advised things to try and get the problem resolved and when nothing worked they replaced it 

AnaM
Community Specialist
Community Specialist

Hey @Dubairay,

 

I'm really glad to hear you've got it resolved and that you're satisfied with the customer support received.

charlied1
Community Member

Hi there, I have the same issue with my Heat link, have followed the steps and to no avail, can I get help / replacement? 

CristianC
Community Specialist
Community Specialist

Hey @charlied1,

Can you help me with some answers to these questions?

 

  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. If yes, was the power properly restored at the fuse board after work was done?
  7. How many zones ( thermostats ) are present in the setup?

Kirill
Community Member

Hi, @CristianC or another community specialist who can help,

I have absolutely the same issue. Heat link stopped working out of the blue. Tried all the steps above, didn't work. Didn't have any installation issue, no recent works or power cuts. Please help, I don't really know how to start my boiler manually for heating. 

CristianC
Community Specialist
Community Specialist

Hey @Kirill. I'd like to open a case for your issue. Is it ok if I send an email to the address linked to your community profile? 

Kirill
Community Member

Hey, thanks a lot for your reply! I already reached support by phone and they said they would send a replacement. So, I suppose another case is not needed. Thanks once more.

CristianC
Community Specialist
Community Specialist

I'm happy to hear that. If you need any assistance with your replacement, feel free to reach out to me. Have a great day!

CristianC
Community Specialist
Community Specialist

Hello again. Just checking in. Is everything ok with your thermostat?

Kirill
Community Member

Hi @CristianC ,

I appreciate you asking! The new heat link device was delivered the next day after my call, I replaced it and everything works again. Great service guys, I am really, really impressed. Thanks a lot!