Heatlink not working

[Wotnoheat]

Heatlink suddenly stopped working, the dreaded H71 code. I live in the north of the UK & have not heating & hot water. How do I get a replacement, have gone through the ‘help’ steps to resolve the issue but no success.

[Frustratedddd]

I always ask this question, but how old is the unit?

[Wotnoheat]

Hello, thank you for getting in touch, it was installed in July/August 2020, so no more than 26 months. I have now no idea when the unit was manufactured though.

I would expect a non moving circuit board in a stable environment to be more robust.

[Frustratedddd]

You are correct a Heat Link/PCB should last a reasonable length of time, and your's has not. The faulty part is a £1 component, and that sadly has caused Google a huge headache!!! The component can be changed in 10 minutes, and that's how anoying an issue this has been for them. Pity you live where you are, I would have tried to help you with a fix, but I am miles away.

The reason for asking how old it is, your retailer is responsible for sorting it out. I would not waste my time on here waiting for ever, go to the retailer and demand a repair or replacement. The amount you spent for the system, should last for a reasonable length of time, like you say.

Take a look at UK consumer law, and that will give you an idea what I mean.

[george_t]

Hi @Wotnoheat. I'm sorry to hear you're experiencing this issue, but we'll sort this out together. Let's start with a few questions:

What type of Nest thermostat do you have?
Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
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 error 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?
Have you tried any troubleshooting steps before contacting us?
How many thermostats do you have?

[Wotnoheat]

Hello,

Thanks for your email.

Answers to your questions as follows:

What type of Nest thermostat do you have? 

Nest Thermostat 3rd Generation.

Did the issue happen during installation or after installation? 

After installation.

Was it installed by a Nest Pro or by a regular installer?

Regular installer.

Are there any lights on the Heat Link? 

No lights displayed.

Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode? 

No.

Are you seeing any wiring report or error on the thermostat and/or the app? 

H71.

Have you had any recent power cuts in your area? 

No.

Have you recently had service or maintenance on your electrical, plumbing, or heating system?

No.

Have you tried any troubleshooting steps before contacting us?

Yes, have tried all the steps several times, the Heatlink is completely dead.

How many thermostats do you have?

One.

Kind regards

Keith Martin

[AndaD]

@Wotnoheat, thanks a lot for the answers. 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 let me know once it is done. We'll continue afterwards.
 

[Frustratedddd]

Meanwhile, over a week later still no heating, and no confirmation anything will be agreed!

[AndaD]

@Frustratedddd, is there something I can assist you with? Any troubleshooting steps perhaps?

[Frustratedddd]

Not me, but the first question might be an example of help!

[AlexD]

I appreciate your concern. Everyone here is here to assist. While it takes sometimes longer than expected, me and all of my colleagues, are here to try and help. Together with the assistance of everyone in the community we always want to get to a resolution as fast as possible. All your input is certainly appreciated. 

My colleagues reached out over email and hopefully it will get sorted as soon as possible. 

[AlexD]

Hi, I wanted to check in. Did you get the email? 

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.