Heatlink stopped working

[Jewelzowen]

As per many per many other users, heatlink has suddenly died. No lights, etc etc. Without heat!! Not happy.  Tried all the troubleshooting and read the forums. Can’t find a solution. 
 
tried these steps:

• Does anything happen if you press its button for 30 seconds? No.
• In some cases the boiler will have an additional isolation switch which can turn off the power to both the Heat Link and the boiler. Can you try switching that off/on again to see if anything changes? nothing changed
• Make sure the breakers are on or the fuse board hasn't tripped. Done.  Nothing has tripped.

Moreover, to have a better view over each of your cases, please help us with some answers:

1. How often do you experience the issue?  It is continuously not working
2. How long has your thermostat been installed for?  March 2020
3. What colour is the Heat Link LED? N/a - there are no LEDs visible.
4. What is showing on the Nest thermostat display? H71  error.
5. Have you had any power cuts recently? No.
6. Have you had any work done on your electrical or heating systems recently? No.
7. How many zones are present in the setup? One.
8. Is there power present to your boiler? Yes. 

[hyunyi]

I had the same problem. I received a replacement and works fine now. It was under warranty, so I got it for free.

[Jewelzowen]

Hi. Thanks for the reply. How did you get the replacement? 

[hyunyi]

My thermostat and heat link is still under warranty. I went trough trouble shooting with Support agent. Then they sent me a new one. They gave me a credit to pay for a pro to install, but wasn’t enough. You can’t really buy a heat link, so you have to reach out to support first. 

[Ying]

Hi I have the same problem as well. Its still under warranty- how do I arrange for a replacement unit? 

[hyunyi]

You need to support agent. On your Neat App, there is Support. Type you issue and have them call you.

[tmjoaquin]

Hi, I'm experiencing the same problem in our 3rd gen nest thermostat heatlink (UK-EU) version.

I have the same situation as jewelzowen:

tried these steps:

• Does anything happen if you press its button for 30 seconds? No.
• In some cases the boiler will have an additional isolation switch which can turn off the power to both the Heat Link and the boiler. Can you try switching that off/on again to see if anything changes? nothing changed
• Make sure the breakers are on or the fuse board hasn't tripped. Done.  Nothing has tripped.

Moreover, to have a better view over each of your cases, please help us with some answers:

1. How often do you experience the issue?  It is continuously not working
2. How long has your thermostat been installed for?   November 2019
3. What colour is the Heat Link LED? N/a - there are no LEDs visible.
4. What is showing on the Nest thermostat display? Discharged. When charged via USB: "connect to base"
5. Have you had any power cuts recently? No.
6. Have you had any work done on your electrical or heating systems recently? No.
7. How many zones are present in the setup? One.
8. Is there power present to your boiler? Yes. 

-It is not supplying power to the thermostat (it works & charges independently via USB)

-LEDs on heat link are not powering on 

-We have tried different sockets, all of them work but the heat link does not.

-no fuses related, no changes on the electrical system, no storms or anything that could have damaged the system

-Tried pressing the button for 30 sec several times: still no led on

-Nest was installed 11 months ago

Please, google Nest customer service, could you help with this issue? 

Thank you very much!!

[Jewelzowen]

It’s a nuisance isn’t it. There’s clearly a problem with the units, I’ve seen many complaints about the same issue, yet we have to jump through hoops to get support. 

[Jewelzowen]

Have you had any luck from customer support! 

[Jewelzowen]

Is someone from Nest support meant to pick up these threads and provide help 🤷‍♀️🤷‍♀️ 

[tmjoaquin]

Hi @Jewelzowen , I contacted with the service support via the nest app, and they are sending a replacement unit. They were nice and supportive. I'll let you know when I receive the unit and have it installed...hope everything goes fine. But I agree with you: certainly there is a big problem with the heat link units that must be solved. And I hope my new unit is not dying again in one year 😲

[Jewelzowen]

Brilliant. I really hope you get it soon. 

[Ying]

I've tried ringing the Google service help line but it just rings out. Its very frustrating!! 

[hyunyi]

I have had worst experience with the customer service. I might just reinstall old thermostat and see. 

[Ying]

Update: I managed to get support through the online help chat function. They have sent through a replacement heat link so I'm awaiting the engineer to come and reinstall it and hopefully it works fine. Will let you know how I get on. 

[Jewelzowen]

Great news. Hope you get it sorted soon. 

[Jewelzowen]

After waiting 40 minutes on the phone I eventuality spoke to someone from support who said she would pass my details on to another support section and I would receive a call in 24-48 hrs about a possible replacement. I’m still waiting 3 days later.  Dreadful customer support. 

[hyunyi]

it's been a month waiting for me. 

[Jewelzowen]

Oh no.  That’s unacceptable. 

[Jewelzowen]

Update. Following the arduous task of waiting then talking to  support yesterday I was assured a replacement would be sent. Then … I received an email stating I needed to return the faulty unit BEFORE a replacement would be sent.  So, I’ve had to contact support once again who stated the email is an automatic one, due to the heat link issues they are making an exception and sending out replacements FIRST. Honestly this is unnecessarily tiresome and a waste of everyone’s time. Fingers crossed the farce will be resolved soon 

[CristianC]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.

[CristianC]

Hello everyone, 
 

Sorry for the late reply. I see that you already reached out to Google Nest support. Please let me know if there's anything I can do to help.

[CristianC]

Hello again. Just checking in. Do you still need my help?