Nest EU Thermostat Heat Link is Dead/No Power

[GabboCH]

A week ago, one of my HeatLinks stopped working.
I have 6 in total in the house & the other 5 are working fine.

There is definitely power at the input of the HeatLink but there are no lights & the manual control button does not activate the output.

I have tried disconnecting/reconnecting the power supply & and a 30s reset. Neither of which helped.
The heat link is approximately 3 years old.

Is there a way to order a replacement rather than buy a complete new system?

[AlexD]

Thanks for reaching out to us here @GabboCH . I am sorry to hear you are facing difficulties with your device and I would be happy to try and assist. 

It's great to hear you already checked the power. Let us log a few details together next: 

1. When was the thermostat installed?
2. When did you first notice this behaviour?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any message on the thermostat display?
5. Did you notice any power cut in the area before this occurred?
6. Did you have any maintenance done on the heating or electrical system recently? 
7. Do you have only one or multiple Google Nest thermostat devices at the location?

[GabboCH]

Hello sorry for my slow reply...
The answers to your questions are below:

1. When was the thermostat installed? - It is a approximately 3 years old
2. When did you first notice this behaviour? - I saw this 2 weeks ago because the Thermostat said it couldn't connect to the HeatLink. When I checked the heat link there were no lights.
3. Was it installed by a Nest Pro or by a heating/electrical engineer? - It was installed by a heating company (not a Nest Pro or approved installer). I bought the devices & they connected them to the heating system.
4. Did you notice any message on the thermostat display? - Yes "cannot connect to HeatLink"
5. Did you notice any power cut in the area before this occurred? - The power was disconnected in the street due to maintenance work around the same time but I cannot say if this was related. It was some time afterwards before I notice the problem with the heatlink.
6. Did you have any maintenance done on the heating or electrical system recently? - no
7. Do you have only one or multiple Google Nest thermostat devices at the location? - I have 6 devices in total. The other 5 are working fine.

[TudorL]

Thanks for all the information @GabboCH. Can you please confirm if you checked the following: 

Step 1: Check if the Heat Link is powering on.
Step 2: Check if the issue is due to a power outage. 
Step 3: Check if the cause may be related to the initial installation. 
Step 4: Check that the breaker switches are set to on. 
Step 5: Turn the fuse board switches (circuit breakers) off and on. 
Step 6: Turn on Manual Mode to verify boiler activation. 
 

[GabboCH]

Hello TudorL,

I can confirm the heat link appears to have no power at all.
The power supply checked at the (N/L) terminals after remove the top cover is OK.
I have tried to disconnect & reconnect the power & there is still not response from the heatlink. (No power or connection lights)

The "manual" mode button "clicks" but does not activate the device (no relay clicking or activation lights like the other heat links).

I have also tried to power-off the device & restart holding the manual button for 30s but there is still not response (no lights or sound from the device).

There is definitely power getting to the device but it seems that it is not powering up internally.

[TudorL]

Additionally, would it be alright if I send you an email to the address associated with your Community account? 

[GabboCH]

Yes, thanks a lot for your support.

[TudorL]

Thanks for all the information provided. I've managed to send you the email we talked about, let me know when you managed to follow the instructions. 

[GabboCH]

Thanks I've received it.
Can you tell me how to find the serial number for the heat link?
I don't see any markings on it accept for the model number?

[TudorL]

The serial number of the unit is on the back of the display, above the QR code, starting with 09. That's the one our system works with. 

[GabboCH]

ah ok the thermostat serial number, got it.
I have completed the form with the information requested.

[TudorL]

Great, I'll send you an email with some extra details shortly and you can reply directly via email, so we don't stick on two different threads. 

[LarisaL]

Hi there, just checking in! Have you seen the message from my colleague?

[GabboCH]

Hi LarsisaL, yes I received the email requesting further details & replied at the weekend.
Just waiting to hear back for the next steps...

[TudorL]

Hi there @GabboCH, I've managed to send you another email with further information. 

[GabboCH]

Hi Tudor/LarisaL, I've receive the documents for the return & repair and I have scheduled the return for next week.

Can you confirm if I just need to return the non-functioning heatlink or if I should send back also the Thermostat as well ?

Many Thanks,

Gabbo

[Vladut]

Hi there, thank you so much for reaching out. In this situation only the heat link needs to be replaced. 

[TudorL]

Hi there, did you manage to check the last message from my colleague? 

[GabboCH]

Yes, thanks.

The heatlink is already on the way to be checked.

[Vladut]

That's great. Let me know if you need anything else. I'm one message away!

[LarisaL]

Hi there, just checking in! Have you seen the message from my colleague?

[Sazzle]

I have the same issue with a dead heatlink as of yesterday - seems to be a common issue. i have got through to google support on the chat and they are sending a replacement heatlink

[AlexD]

It's great to hear you got in touch with my colleagues to get things back on track @Sazzle .