Nest 3rd Generation Thermostat heat link power problem

[MARKBROWITT]

My Nest 3rd generation will be 2 years old in November 21, unfortunately I have a problem with the heat link, that suddenly stopped working providing a h72 power fault code, I have had an electrician inspect the device, he confirms that power is provided to the device and concludes that the heat link is faulty. Can anybody help? 

[Di]

My 3rd generation heat link is no longer working.  There is a 240v power going to the heat link but no lights or power out.

Can I please find out where I can obtain a replacement?

[MARKBROWITT]

Hi Di, I can't seem to find a supplier of the heat link only, therefore forced to order a complete new Nest (Not happy) 

[AlexD]

Hi @MARKBROWITT and @Di . 

I am sorry to hear you're facing this behavior with your thermostats. 

If you have not already make sure to check all the breakers and switches at the location, to make sure nothing has tripped. If it all looks good, since you seem to have already confirmed power is going to the device, power cycle the Heat Link if you have not already. Turn the power off the Heat Link for a few minutes, if you are comfortable in doing so, and then turn it back on. See if after the Heat Link has any reaction when you press the button on it. 

Regards,

AlexD

[AlexD]

Hi @MARKBROWITT and @Di . 

I wanted to check in. Do you still need assistance with your device? 

If so make sure to let us know here. Make sure to try the steps I suggested and let us know here what the result was.

[Di]

All steps were followed and sadly felt like not much 

why is it so difficult to happily purchase a replacement heat link ?? 

this feels like very hard work and it’s irritating your customer base and Nest lovers ……

It would definitely make me think twice next time 

Diane 

[AlexD]

I am sorry to hear you feel this way @Di . We always want to provide the best experience with both our services and products. 

The Heat Link is not available separately, you are correct. We only sell them as full units, thermostat and Heat Link paired together.  

I would be happy to assist you getting things back on track. Just need to check a few things if you already checked the breakers and power cycled the Heat Link.

1. How long ago was it installed?

2. Was it installed by a Nest Pro or an electrician/installer? 

3. Have there been any power cuts in the area recently? 

4. Has any work been done on the heating or electrical system at the location?

5. Do you see any message on the thermostat display?

Best regards,

AlexD

[AlexD]

Hi @Di , I wanted to check in.

Do you still need assistance with your device?

If so, make sure to let me know here. 

[AdamJArcher]

Hi Alex,

I’m also having the same problem as said above, showing code H72.

Ive double checked the power and the breakers but still no joy. Hope you can help

[CristianC]

Hey @AdamJArcher,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?


Regards,
Cristian

[CristianC]

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

[Bianca15bv]

I have sent the form a few hours ago. Looking forward to hear from you. Regards, Bianca 

[AlexD]

Thanks for letting us know here @Bianca15bv . Me or one of my colleagues will soon reach out to you over email. 

[CristianC]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.