Nest 3rd Gen heat link dead

[brianolo]

Hello, my 3rd Generation heat link box is dead. I have been through all the supplied troubleshooting help including holding the button for 10 seconds for a reset. The unit doesn't respond at all. I've ensured it has power but no success. Nest serial number is 10BA01AC331901R2. Thank you.

[brianolo]

Error code h72 and researched that to no avail.

[brianolo]

I am in Republic of Ireland thank you.

[brianolo]

How do I organize a replacement thank you.

[UanaC]

Hello there! Thanks for posting and I'm really sorry to hear about this issue you've encountered. Would you be so kind and answer the following questions:

1. How long has your thermostat been installed for?
2. What is showing on the Nest thermostat display?
3. Have you had any power cuts recently?
4. Have you had any work done on your electrical or heating systems recently?
5. How many zones are present in the setup?

[brianolo]

Hello,

Thermostat installed about 2 years. 

It says no power to the heat link. 

No power cuts. 

No work done to electrical or heating system recently. 

One zone

Thank you. 

[brianolo]

Hello, any response? Thanks

[LarisaL]

Hi there. Sorry for the delay, but can you tell me if you tried to turn the power off and then back on from the fuse board?

[brianolo]

Yes and I checked all the circuit breakers are on thank you. 

[LarisaL]

I understand, thank you. Now I'll send you an email so we can create a case in our system. Please let me know once you've completed it.

[brianolo]

Thanks no email yet.

[Paul_R]

I have just sent you the email @brianolo. Please let me know when you completed what I asked in the email.

[brianolo]

Email completed thank you.

[AlexD]

I found the form and sent an email your way. Make sure to let me know here once you reply to it so me or one of my colleagues can check on it. 

[brianolo]

Form submitted and exchange in progress thank you.

[LarisaL]

Hi there! I'm glad to hear that the situation is being handled. Is there anything else I can help you with?

[brianolo]

Hello again. The nest at my mother's house has failed in exactly the same way. The Heat Link unit has power but it is dead.  Serial 09AA01AC331901YJ  It is always operated through my email account.

Thank you.

Thank you.

[LarisaL]

I'm so sorry for the inconvenience this might have caused. Can you please answer the following questions:

1. When was the thermostat installed?
2. Are you seeing any wiring reports or errors on the thermostat and/or the app?  
3. Have you recently had service or maintenance on your electrical, plumbing, or heating system? 
4. Were there any power outages? 
5. Have you tried any troubleshooting steps before contacting us?

[brianolo]

3 years

h72

No maintenance

No power outages

Yes

Thank you.

[LarisaL]

Thank you. And just to clarify, the Heat Link has no LEDs on it, right? Can you tell me if you tried to turn the power off and then back on from the fuse board?

[brianolo]

Yes I turned the power off and then on. There are no lights illuminated on the Heat Link.

Thank you.

[LarisaL]

Got it. I see that my colleague already sent you an email with some questions regarding this. You can reply to his email and continue over email. 

[UanaC]

Hello there! Just checking in with you. Did you see my colleagues previous message?

[brianolo]

Yes I did thanks. 

[TudorL]

Great, in this case, I'll lock this thread, but you can always open a new one. Have a good one and stay safe!