Hot water not working when controlling via app

[jmaginnis]

I had my heatlink replaced in Jan and everything was working fine but recently have noticed that the hot water is not coming on via schedule or boosting (via app or thermostat). I hear a clicking on the heatlink but the boiler does not fire up. When I press the override button on the heatlink then the boiler fires up...what is going on here Google?

[CristianC]

Hey @jmaginnis. Thanks for reaching out. If you hear a click sound coming from the Heat Link when you boost your hot water, it means that it works as expected and it's sending the signal to your boiler. It sounds like you might have a stuck valve. I recommend reaching out to an installer so he can check your heating system. 

[jmaginnis]

Hi. This is not the issue as I’ve stated, when I press the override the heating and hot water come on so it is an issue in the Heatlink or the way that the signal is being sent/received. Please advise as this issue has been reported by a number of others

[CristianC]

Hey @jmaginnis. That's good news. If it works when you press the override button, then the issue is definitely not with the Heat Link. This is a common issue with Y plan heating systems. The valve can get stuck in a position where it only heats up your hot water when the heating is also active.  

[jmaginnis]

With all due respect, that is nonsense...how can a valve get stuck for hot water when controlled via the app or thermostat but suddenly works when pressing override. I refuse to accept this as a solution as you are saying I need to press the override to get hot water (and turn on heating) during a fuel price crisis...these devices are supposed to save money. This system worked last year and was recently serviced so it is not a stuck valve...if you're so sure this is the problem will Google cover the costs to prove that is actually is?

[CristianC]

I understand that it might be hard to believe, but this is a real possibility. When you press the override button, both the heating and hot water turn on. Because your 3 point valve is stuck, this is the only way it will turn on your hot water. As long as you hear the click sound coming from the Heat Link, it's working as expected. I recommend reaching out to an installer to diagnose the issue. 

[Vladut]

Hi there, just checking in with you. Do you still need help?

[jmaginnis]

Hi. No thank you. Seems to have resolved itself

[Vladut]

That's great to hear. Let me know if you need anything else. Have a great day!

[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.