My Nest Heatlink is totally dead

[Busbeon]

Hi there, I have had a electrician round and British Gas to help fix my heating issues, both have said the unit is totally dead and needs a replacement, I have tried to call 0808 169 2307 several times for several days since last week and can you believe we still have no heating or hot water. I cant believe this is happening and there is no one to talk to to discuss this or get a replacement. Complete nightmare and its now just causing major family issues.

Someone please respond to give us direction, otherwise we have to change the whole thing and that is expensive!

Seb

[DragosC]

Thanks for letting us know @Busbeon

Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Also, please answer to the following questions:

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
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.)
Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

[VENTOO]

Hello @DragosC 

I have the same problem like @Busbeon , but my boiler is working and I have hot water but no heating.

It started today 29/03/22 , yesterday everything worked fine. I have noticed that thermostat has black screen so I removed it from the base and I recharged it manually. When I put it back it showed H72 error- the power to this thermostat is off. So for the questions:

It started today 29/03/22 and and it was installed on September 2020 together with new boiler.

There are no lights on the heat link and does not activate the boiler when pressing the button.

H72 error is showing on the thermostat

No power cuts in the area

No any recent services or maintenance.

No issues with breaker switch and fuse box

Tried few times to turn off and on the breaker switch- no difference. Looks like the heat link  is dead.

I read in this forum that this is common issue with Heat Link and people are getting replacements.

Can you help with my problem, please?

Thanks

[DragosC]

Thanks for letting me know @Busbeon , @VENTOO

I've emailed you both, please  follow the instructions from there and let me know here when you've done them.

[VENTOO]

Thank you for your fast response @DragosC. I filled up the form and submitted it. 

[Frustratedddd]

Have you checked if you have a fuse blown in the spur suppying the Heat Link?

You say installed September 2020, why not contact the installer or retailer, they are still responsible? Would be a much quicker way of contacting for a repair.

[VENTOO]

Thank you for your reply@Frustratedddd. 
The Heat Link is passing through power to the boiler so it is not the spur. 
I have bought my Nest separately from the boiler and the installer put it instead their standard thermostat so it has nothing to do with them. 

[Busbeon]

My unit is totally dead, independent electrician and British Gas people have both said this, also they checked the cable, said it was live. the Unit also as a 2nd charging internal by cable this was also dead. How can i get a replacement please? i am still under warranty.

[DragosC]

Thanks for letting us know @VENTOO. I'm glad it's been sorted out. @Busbeon, could you tell me please if you've checked on your email? 

[DragosC]

Hi @Busbeon. I'm just following up on the previous messages. Did you get a chance to check on your email? Keep me posted. 

[Busbeon]

Please send me an email again, do you have it?

[DragosC]

I've sent you another email now, please take a look at it. 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[AnaM]

Hey there,

Since we haven't heard from you yet, I'll have to lock this thread, but feel free to open a new one if you need assistance.

[Busbeon]

Hi DragosC,  Please see replies in bold.

Could you tell me please when did the situation start occurring first and when was the thermostat installed? first occurred 23-3-2022, the device was installed around 18 months ago.

Also, please answer to the following questions:

Are there any lights on the Heat Link? None

Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode? no
Are you seeing any wiring report or error on the thermostat and/or the app? no
Have you had any recent power cuts in your area? no  If yes, has the power been restored? n/a
Have you recently had service or maintenance on your electrical, plumbing, or heating system? no
If yes, how long was the power off for? (Be specific.) n/a
Could you tell us please if you've checked on the breaker switch and fuse box? no breaker issues, first thing we checked, all are on and working with power, including the main boiler.
Any blown fuse in there? no Have you tried to turn the breaker switch off and on again? n/a Any difference? n/a

Thanks

Seb

[VENTOO]

Just a quick update. After 2 days waiting for someone to get in touch, yesterday I contacted Nest support via live chat and my problem was sorted out for 15 min. They sent me a link to BOXT website to book a free Heat Link replacement service and the engineer is coming on Wednesday. It might helped that I had already a case number , thanks to @DragosC .

[Frustratedddd]

I have been advising people to do that for ages, why ask on here as a community forum, when you can talk direct? Users wait here for days, when all they have to do is contact direct!

Here is a link for example you could have found, dated May 2021........

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-heatlink-stopped-working-No-led-and-no-...