Just moved into new house, Heat Link completely dead, no leds

[Charlotte1001]

Hello,

I have just bought a new house which has three nest learning thermostats and three heat links.   One of the heat links is completely dead, no leds light up, button press has no effect, power cycling (There is power present) also no effect. The other two are fine.   The app reported an E4 error with the thermostat, (ie no power on wire)

The thermostat serial number is 09AA01AC421904E2

The heat link serial number is 10CA01AC421902P3, 

How do I go about getting support?

Here is the technical info

Thermostat

Model	Display-3.6
Back plate model	Backplate-6.5
Serial no.	09AA01AC421904E2
Software	5.9.5-2
Updated	16 Nov 2021 09:01
MAC	641666bbce9a
IP	192.168.0.22
Last contact	about 14 hrs ago
Battery	3.77 volts

Heat Link

Connection	Disconnected
Model	Amber-2.5
Serial no.	10CA01AC421902P3
Software	2.1.2-1

Charlotte

[OannaCG]

Hello! Thank for reaching out here and thanks for the info.  I'll do my best to assist you. Could you please provide me with these details?

What type of Nest thermostat do you have?
When was it installed?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)
Have you tried any troubleshooting steps before contacting us?

Also, did you also try these troubleshooting steps?

Check that the breaker switches are set to on.
Turn the fuse board switches (circuit breakers) off and on.
Turn on Manual Mode to verify boiler activation.

[Charlotte1001]

What type of Nest thermostat do you have? Third Gen Learning (See above details)
When was it installed?  Not certain, I have just moved in, I think in 2021
Have you recently had service or maintenance on your electrical, plumbing, or heating system? Not that I know of, (I have just moved in)
If yes, how long was the power off for? (Be specific.)
Have you tried any troubleshooting steps before contacting us?  Checked power to heat link, pressed button and reset heat link, power cycled heat link, swapped a working nest thermostat with this thermostat (I have three zones)   The result is this thermostat powered on ok, but did not connect to the heat link.  The working thermostat flagged no power from the backplate in question.   All this seems to suggest the problem is with the heat link.

Also, did you also try these troubleshooting steps?

Check that the breaker switches are set to on.  Yes Checked, also checked there is power to heat link
Turn the fuse board switches (circuit breakers) off and on. Yes 
Turn on Manual Mode to verify boiler activation.  Yes

[OannaCG · Accepted solution]

Thanks for letting me know! I sent you an email. Please complete the form from the email in order to proceed further and let me know here once it's done. 

[Charlotte1001]

Hi,

Thanks,   I have completed the form

Charlotte

[Paul_R]

Hi there @Charlotte1001 . Thanks, I managed to find it. I'll have to verify the email address now, so please go to this website: https://goo.gle/3Q8DDq0 . Sign in, and then it will ask you, Did you contact Google Support? Choose Yes to verify. Please give me a message here when this is done.

[Charlotte1001]

Actually, I received a replacement heat link today.....I guess it was linked to something either you or Oanna did!!!    Thanks for perfect service and response!

[LarisaL]

Hi there, I'm glad to hear that! Is there anything else I might be able to assist you with?

Many thanks, Larisa

[Charlotte1001]

All good thanks

[LarisaL]

Understood. In this case, 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, Larisa.