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Issue with Heat link, not working

Andydottridge
Community Member

Hi, My heatlink has just stopped working, there is power at the terminals and the wifi connection light is not working. I have tried to reset by holding the button for a minute and nothing happened. As I did not have central heating or hot water and the temperature outside is less than 5° C I have had to purchase a new one and install it. All is now working, but I am £189 out of pocket due to a faulty product. Please can you tell me what can be done. Many thanks

5 REPLIES 5

Paul_R
Community Specialist
Community Specialist

Hi, Andy! 

Thanks for reaching out. We're sorry to hear you had problems with your product. Did you contact us before purchasing the new unit to flag this issue?

Hi ,

I did try and contact Google when I had found out that my heat link had failed, but the telephone number I rang from the Google nest help and support page told me that the office was closed. I looked on the community support page and found out that it would take 10 days to replace my heat link. As the heat link is a critical part of my central heating system and the temperature outside was less than 2°. I needed to fix my heating system and could not wait and could not wait 10 days for a replacement. I was also horrified to see on the community support page that many people have experienced this issue since 2019, and Google have not attempted to offer people who had a a nest thermostat replacement as it is a known inherent design fault. The fault seems to be a diode, which fails. I have since contacted Google and now sent my heat link back for a replacement. But I am still £189 out of pocket. Based on my experience now with Google products, I will seriously whether to buy Google products in the future.
 
Regards

 

OanaC
Community Specialist
Community Specialist

Oh, no! I am sorry to hear that. Depending on the replacement option you may get a replacement Heat Link as soon as two days. For emergencies, we can also cover the cost of a temporary programmer until your replacement is reinstalled. 

Our UK lines are open Monday to Friday 08:00 - 19:00 and Saturday and Sunday 09:00 - 17:00. I am more than happy to help with your Heat Link, however a refund won't be possible if you didn't contact Google Nest Support beforehand.

 

Many thanks, Oana.

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

OanaC
Community Specialist
Community Specialist

Hello there, Andy! Since we haven't heard from you in a while, I'll have to close this thread. Should anything else come up, feel free to reach back. Have a good one and stay safe!