NEST HEAT LINK NOT WORKING ANYMORE

[BorV]

Hello!

I also need to add myself to the growing list of disappointed customers, with a faulty NEST heat link, after only using the NEST 3rd gen. thermostat for less than 18 months.

I have completed all the suggested steps with no response from heat link.

What do I have to do to receive a heat link replacement?

Thank you!

Responses to your standard checks in CAPS below:

1) Does anything happen if you press its button for 30 seconds? - NO

2) In some cases the boiler will have an additional isolation switch which can turn off the power to both the Heat Link and the boiler. Can you try switching that off/ on again to see if anysthing changes? - TRIED THIS AND NOTHING CHANGED

3) Make sure the breakers are ON or the fuse board hasn't tripped. - CHECKED. NO TRIPS

Moreover, to have a better view over each of your cases, please help us with some answers:

a) How often do you experience the issue? - CONTINUOUS

b) How long has your thermostat been installed for? - 18 MONTHS - APR 2020

c) What colour is the Heat Link LED? - ALL LED's ARE OFF, EVEN WHEN PRESSING THE BUTTON

d) What is showing on the Nest thermostat display? - H71 ERROR

e) Have you had any power cuts recently? - NO

f) Have you had any work done on your electrical or heating systems recently? - NO

g) How many zones are present in the setup? - ONE

h) Is there power present to your boiler? - YES

[LeesG]

And me please.

Same issue,  H71 error code, heatlink has no lights or power so we have no heating or hot water. I've turned the power off and on, no fuse issue and the boiler is powered up fine. Pressed the nest button for 20-30 seconds and no response at all. We have the 3rd generation nest purchased Feb 20 so assume this can be sorted under warranty?

I tried with USB power, the yellow light came on but heat link still won't reset and if I remove USB power it turns off. 

I have the following answers to the queries below:

1. How often do you experience the issue? This evening for the first time, but doesn't do anything to even allow reset. 
2. How long has your thermostat been installed for? 18months Since Feb 2020
3. What colour is the Heat Link LED? There is no LED light
4. What is showing on the Nest thermostat display? H71 error
5. Have you had any power cuts recently? No
6. Have you had any work done on your electrical or heating systems recently? No
7. How many zones are present in the setup? One
8. Is there power present to your boiler? Yes

I have also completed all the suggested steps and no response from the heat link.

Pretty poor for an expensive product and the support website and content is hopeless.

[CristianC]

Hi everyone,

Thanks for all the details. Good job with the troubleshooting. We'd love to investigate this issue further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3oVDg4g You can find the Serial Number in Settings > Tech Info > Display, or on the back of it. It begins with 09. Also, the email address included should be linked to your Nest Account. Once you submit it, please send a short reply to the public thread so I can search for your form and assist you over email.

Regards,
Cristian

[AlexD]

Hi, I wanted to check in.

Did you get the chance to fill out the form my colleague shared? Make sure to let us know here if you have so we can look for it. 

[LeesG]

Hi,

Thanks for coming back to me. Unfortunately the online response was pretty slow, so I contacted your team by phone and after some discussions they were able to help. I have been sent a replacement thermostat which I am in the process of having installed and will return the faulty one.

Thanks

Raj

[Vladut]

I'm so glad that this has been sorted. Let me know if you need anything else. We're one message away!

[elizpthomas]

We are also have the same issue - no power to the Heatlink, no heating and have tried all of the troubleshooting steps. Our Thermostat displays a constant H71 error, and has also lost it's WiFi connection so we are not able to do any resetting functions, but when trying to restore the Heatlink itself there is no luck. I've contacted Support a number of times & no response. 

[LeesG]

Hi there,

The thermostat itself can be reset and should pick up WiFi.

On the heatlink have you tried putting power via the micro USB port? I did that and the light came on, but its not enough to reset the heatlink. From looking around online the defect seems to be a damaged WiFi chip in the heatlink.

I actually got fed up and called Google, there's a speak to us link in the support page. They took a note and escalated to a senior analyst who was meant to call back but didn't. I called the following day again and said I'm generally fed up etc and they put me through to the senior analyst. In the end I got a full replacement thermostat with new heatlink under warranty. If you send the old one back (Google provide a courier waybill) then they don't charge for the thermostat.

Hope that helps. Good luck

[CristianC]

Hi @elizpthomas,

Thanks for reaching out. Sorry for the late reply. I'll do my best to get this sorted for you. Does anything happen if you press on the Nest button on the Heat Link?


Regards,
Cristian

[CristianC]

Hello again. Just checking in. Do you still need my help?

[elizpthomas]

Hi Christian,

thanks for your message - it’s all sorted now! 

[CristianC]

Awesome. I'm glad to hear that. If anything comes up, I'm only a message away.