Nest Heat Link - No Power - No Lights and now no heating

[Susan7]

Hi. I got my new heating installed just over 2 years ago including the Nest thermostat. Today I woke up to no heating and the thermostat isn’t connecting to the Heat Link. On checking the heat link, it’s dead. No lights on at all. Pressed the button for 30 seconds and turned power off etc and still nothing.   Do I need a who,W new set up or can I replace the heat link on its own as the thermostat seems to be ok?  I would expected this to last longer than 2 years and as it’s hard wired it’s not something I can replace myself. Any help appreciated as it’s freezing 🙂

[BigSeanyMc]

Hi there, 

We are in EXACTLY the same situation! 3rd Gen heat link installed just over 2 years ago, has no lights at all as of last night. 3 children in the house. Freezing!

Seán

[Frustratedddd]

Sadly the Heat Link has died like many of them. Nest are fully aware about the problem.

You can just get a Heat link, and pair that to your original thermostat.

You can do a quick fix to get the heating back on temporary, but that means linking the terminals, and you do need a little screwdriver ability. I would first ring the installer for speed, as they are responsible, as they supplied it to you. Doesn't matter it's 2 years old, they are still responsible, as the part has not lasted a reasonable length of time.

[Susan7]

I phoned them and the  warranty expired last month!  But!  They are sending me out a new heat link anyway. It arrives on Tuesday abs then I get reimbursed £100 for the installation. They sent a link of local companies that can take out the old one and re install the new.   Whilst I agree it should last more than 2 years, I have found the support service pretty decent. 

They also advice how to get a temp thermostat or an on / off switch for the heating abs again they will contribute £100 towards that but to be honest it’s more hassle than it’s worth as the new one will be arriving Tuesday so I’ll cope with the electric heater until then. The water is fine which helps. 

[BigSeanyMc]

Hi Susan,

Thank you for your response on this. could you possibly post the number or link to the page you found it on? I have been trying on but it rings off unfortunately.

Thank you

[Frustratedddd]

Search Google Nest phone number 

[Susan7]

I used the Nest App. On my phone. Select support and then contact us. I requested a call back and they phoned that second and I was talking to someone straight away. Hope that helps. 

[DragosC]

Hi there all. 

Thanks for letting me know of the situations. As for whose Heat Link is not powering up, there are a few probing troubleshooting steps that we can try before contacting our live support team to get a replacement if it's broken.

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?

However, if the Heat Link has any light on it and it's not connecting to the display, there's a bit more work to do. In this case, the steps below should be followed:

- The thermostat is connected to the base and to a power source and it's getting power (You can check in the "Technical info" option, and after that in "Power", the battery needs to be above 3.8 in order to maintain a constant connection with the Heat Link, however, if it's not, let it charge until it is).
- If you have the possibility (the thermostat is on a stand), bring the thermostat and the Heat Link as close as possible only for the pairing process, after that, you can move them anywhere in the 30 meters radius

1. Gather the 6-digit entry key located on the bottom side of Heat Link's case, near the screw that holds the case together.
2. Select the option "Replace Heat Link" on the thermostat (you will have a message saying that the thermostat failed to connect wirelessly to the heat link, you just need to continue and you will receive a screen with 4 options: check again, reset pairing, replace heat link and technical info, the correct option in the third
3. Put the 6-digit entry key in there but don't confirm it. Just write it there and stop when you see the word "Connect" highlighted.
4. Press the "Nest" button on the Heat link and hold it for 45 seconds until you see a slowly pulsating blue light on the Heat Link. After that, wait about 5 seconds and press and hold it again for another 45 seconds until you see a slowly pulsating blue light on it.
5. Go ahead and press connect on the Thermostat's display and wait about a minute. You shall see the message "Heat link connected wirelessly" and the Heat Link's light shall be solid green. That means the devices are connected and working.

Let me know how it went! 

[DragosC]

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

[Susan7]

I have received a new Heatlink abs it’s installed and working. Still waiting on the refund for installation cost but it’s being processed.  Thanks 

[AlexD]

Thanks for keeping us posted. If anything else comes up, make sure to let me know or let us know on any of our support channels. I'll leave this thread open a bit longer and have it closed later if it's all good. 

[CristianC]

Hi there. 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.

[Frustratedddd]

Yes I’m fully aware of the replacement from Nest, and fitting payments, but that’s not what I’m talking about. The installer or retailer is responsible a lot longer than 2 years for your thermostat. Look up consumer law, you might find that very useful for all your future purchases!