Heatlink not working

[Jules2]

My problem sounds similar to issue Arian raised on 8th May. According to my phone it stopped working 23 days ago. Thermostat itself is not working. Electrician has pushed button on heatlink & nothing happened he seems to think it is a faulty receiver unit, he has confirmed that there is mains power going to unit but there is no output

[AlexD · Accepted solution]

Thank you for the information. I would like to check a few things on our end and create a case. Would it be ok if I sent you an email? To the email connected to your Google Nest Community account.

[AlexD]

Thank you for the information @Jules2 . I would be happy to try and assist you. 

To clarify, it seems the Heat Link is off completely, no LED on it even though it does have the required voltage going to it, correct?

If you checked and confirmed that no breakers were tripped and tried to power cycle the Heat Link, turning the power to it off and back on, we need to collect some extra information: 

1. When was the thermostat installed?
2. When did you first notice this behavior?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any message on the thermostat display?
5. Did you notice any power cut in the area before this occurred?
6. Did you have any maintenance done on the heating or electrical system recently? 
7. Do you have only one or multiple Google Nest thermostat devices at the location?

[Jules2]

Thanks for coming back

1. Early 2020

2. App states it went offline 24 days ago 

3. Heating /electrical engineer 

4. No

5. No

6, no

7.  1

Let me know if you need anything else

Jules

[AlexD · Accepted solution]

Thank you for the information. I would like to check a few things on our end and create a case. Would it be ok if I sent you an email? To the email connected to your Google Nest Community account.

[Jules2]

That’s fine

[Jules2]

Might have closed this post by accident. Happy for you to email

[AlexD]

No worries. I just sent the email your way. Let me know here or reply to my email once you are done with the instructions in it. 

[Jules2]

Hope this is right link case no 4-1435000032520. Other number provided to quote 35931686

[AlexD]

Thanks for letting me know, I got it. I will look up a few things on our end and soon after reach out over email to you. Expect to get it a bit later today.

[AndaD]

Hi there again @Jules2 did you manage to check the email? Hopefully everything is clear, otherwise please let me know if there's something I can assist you with.

[Jules2]

Apparently a new heat link unit is on its way to me & engineer booked for next Monday so hopefully all will be resolved next week. Thanks for your help 

[CristianC · Accepted solution]

Hey @Jules2. I'm happy to hear that. I'll be leaving this thread open until Monday so you can let me know how the installation goes. Have a great weekend!