Heatlink

[Jackd]

Heat link seems to have died…

Stopped working today, h71 fault, no heating

no lights, no response to resetting, power on/off, boiler still working with hot tap water, switch board ok, no recent power cuts 

has been working for approx 18months, 

Any help or solutions? From previous threads seems to be a common fault with these! It’s a 3rd gen 

can Google send a replacement if seems to be common fault? 

Thanks for any response or help 

[Stevom]

Likewise, I have the same issue 12 months old......seems very common. I found an online form and have just filled that out so hopefully someone will get back to me. Having read all the stories on here, i've just replaced as they take their time to respond, and will claim the cost back from Google for the replacement as I can't be without heating as a family of 6 in an old house with no heating.

[AlexD]

Hi @Jackd and @Stevom . I am sorry to hear you are facing this behavior from your devices and would be happy to try and assist. 

If you have not already, check the breakers and switches at the location, to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch on it. Confirm it has power, it should have a display or LED that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power to the Heat Link off for a few minutes and then turn it back on. See if it has any reaction after when you press the button on it.

Also make sure to note this details:

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?

If after the power cycle the Heat Link still shows no LED on it please get in touch with us using the information here . Make sure the correct country is selected and use the contact option. You will get all our contact channels. You can also provide any of my colleagues the link to this thread so they can see anything you have added here and they will be able to assist you. 

[Stevom]

I did all that following previous comments. I’ve taken to Twitter and it took most of the afternoon but mine has been found to be a failed Heat Link box. I’ve got to send the old one back and a replacement will be sent.

If anyone is struggling to get hold of someone to speak to go on the Google Nest Support Twitter account and send them a message. Seems I got a quicker response than any other communication channel!

[AlexD]

Thanks for sharing this information @Stevom . Yes, one can reach out on any of our support channels including Twitter and Facebook. My colleagues will do their best to assist as fast as possible to get things back on track. 

[CristianC]

Hello there. Just checking in. How's it going with your Heat Link?

[Stevom]

New Heatlink supplied on Saturday, fitted and I now have my heating back. Clearly a batch issue with supplied systems from ############ months ago. This worries me and I have another Heatlink in a different part of my house bought at the same time!

[CristianC]

I'm glad to hear you resolved the issue. You shouldn't have any issues with your other Heat Link, but if anything comes up, let me know.