Just got my 5 nest thermostat in 5 years again my heatsink died

[rvhaeften]

in the first 4 years I had 2 dead heatlinks  just outside of warranty, so I had the new one insured   after 3 months number 3 died , number 4 died after 6 moths  this morning again a heatlink died.  even had an ups between the heatlink and power outlet does not help I guess these devices are designed to die just out of warranty  I was lucky last 2 times that they died quickly, the store now stops selling the nest products because of this I got the last one the they will start selling  tado products. it cost me 750 euro in 5 years to run a nest thermostat.

please google stop selling this product.

[RXShorty]

Hi @rvhaeften 

There are some known issues with the heat link, indeed.

Did you already reach out to Google Nest Support about your situation?
I had a heat link replaced out of warranty because of the known issues. 

[rvhaeften]

With te first ones I did but they told me out of warranty the later ones where in warranty 

[LarisaL]

Hi there @rvhaeften! I'm really sorry to hear about this situation, but I'll be more than happy to assist you and find a resolution. Could you please tell me more about the issue? Do you see any lights on the Heat Link?

[rvhaeften]

Yes a yellow light I get the n80 error the heatlink wil not connect anymore

[UanaC]

Hi there! Can you please let me know if you have an OpenTherm boiler?

[rvhaeften]

Yes I have

[UanaC]

Thanks for letting me know. Could you please try the following troubleshooting steps:

Turn off the WiFi router. 
1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue.
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds. 
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen. 
5. Go to: Replace Heat Link and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 10 seconds press, until the LED goes off once). 
7. Press connect on the display.

Let me know how it goes!

[rvhaeften]

I did the steps but it does not connect. still getting N80 error 

[AlexD]

Thanks for trying. I would like to create a case so I can investigate further. Would it be ok if I send an email to the address associated with your account here? 

[rvhaeften]

Yes it’s ok

[OannaCG]

Thanks! I've sent the email with the form. Please check your inbox and let me know here once it's completed. 

[rvhaeften]

I have completed the form and submitted it

[OannaCG]

Thanks. The serial number from the form is not the one that we need, please re-fill the form with the serial number starting with 09 and let me know here once it's done. You can find it either on the back of the detachable display or by going to Settings > Technical Info > Display on the thermostat itself.

[rvhaeften]

i refilled in the form with the serial of the thermostat 

[UanaC]

Hello there! Sorry for the late reply. Can you please let me know whats the exact colour of the LED light on the Heat Link at this moment?

[rvhaeften]

Yellow

[UanaC]

Thanks for letting me know! I'm sorry for the late reply. Can you please try to turn off and back on the breaker switches? Please let me know if the colour of the Heat Link change.

[rvhaeften]

It is still yellow

[UanaC]

Got it. Can you please press the button in the middle of the Heat Link and keep it pressed for a minute or until you see a colour change?

[AlexD]

Hi, I wanted to check in. Did you try out my colleague's suggestion? 

[rvhaeften]

Yes I did it gets blue but I can’t connect the thermostat 

[AlexD]

Gotcha, what message did you get on the thermostat display? Was it still the N80 one? 

[rvhaeften]

Yes still n80

[rvhaeften]

 

[rvhaeften]

 

[AlexD]

Understood. Let us have a quick look at the power readings, just to make sure that there's nothing going on there. See if after the message you are able to locate the Technical info> Power option. If you are able to access it, take a quick picture of the power readings. 

[rvhaeften]

 

[AlexD]

Thanks. The power looks good so that should not be a problem. You mentioned you did have to deal with a few replacements in the past. Would it be possible that the cover on the Heat Link might have gotten switched with another? While rare, if you are comfortable in doing so, you can turn off the power to the Heat Link and take the cover off. There should be a pairing key on the inside of the Heat Link body, next to one of the holes for the screws used to mount it on the wall. If it matches the one on the cover, then that is the one but if it is a different one, the one on the Heat Link is the actual key. 

[rvhaeften]

It matches

[rvhaeften]

This heatlink worked for a while 

[AlexD]

Thanks for checking. In that case that would also not be a problem. I'll check in with my senior colleagues to see if there is anything else we can try. Before that, let me gather a few more pieces of information.

1. Have there been any power cuts or work done on the heating system before this behavior occurred? 

2. Any electronics at the location between the Heat Link and the thermostat display that could cause interference like routers, smart TV's, baby monitors, microwaves, etc. or objects such as mirrors?

3. What is the distance between the Heat Link and the display and are they on the same floor? 

4. What is the distance between the Heat Link and surrounding objects such as the boiler, pipes, other large metal objects? If possible you can take a picture of the area surrounding the Heat Link, as wide as possible. 

5. You mentioned the past occurrences with the other units but just to clarify, how long has this Heat Link and thermostat display been installed for before this behavior occurred? 

[rvhaeften]

. Have there been any power cuts or work done on the heating system before this behavior occurred? NO

2. Any electronics at the location between the Heat Link and the thermostat display that could cause interference like routers, smart TV's, baby monitors, microwaves, etc. or objects such as mirrors? no only a wall

3. What is the distance between the Heat Link and the display and are they on the same floor? about 4 meters but also tried to put the thermostat next to the heatlink did not help.

4. What is the distance between the Heat Link and surrounding objects such as the boiler, pipes, other large metal objects? If possible you can take a picture of the area surrounding the Heat Link, as wide as possible.  it is hanging next to the boiler and there are pipes can't remove them from the boiler.  distance from boiler is about 60 cm

5. You mentioned the past occurrences with the other units but just to clarify, how long has this Heat Link and thermostat display been installed for before this behavior occurred?  about a 9 months it worked okay.  then it just starts giving the N80 error.

i do not understand why I need to do all this. we know there are faulty heatlinks. I am finished with this please send a replacement or tell me I can't have one.

[LarisaL]

Hi there! We needed to ask you those questions so we can document the case properly. I just checked the warranty for your thermostat and it looks like it is out of warranty since the 14th of December 2021 and we can't replace it for you. If you wish, you can find more about N80 here. 

Many thanks, Larisa

[rvhaeften]

I solved it myself https://youtu.be/-2XxO1_mFdE 

[LarisaL]

Understood. Is there something else I might be able to assist you with?

[LarisaL]

Hi there, just wanted to check in with you. Did you see my previous message?

[OannaCG]

Hey there, since we haven't heard from you for a couple of days, we'll close this thread for now. If you still need help, let us know so we can continue. Thanks!