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Nest Heat Link - No Power

JPMNest
Community Member

Hi, My Nest Heat link has stopped working - no lights. There is 240 volts to the heat link. I assume the unit is dead.

How do I get this fixed/replaced under warranty?

Thanks,

John

1 Recommended Answer

Vladut
Community Specialist
Community Specialist

Hi there, thank you so much for reaching out. Can you tell me if any LED comes on after you press the button on the Heat Link for 30 seconds?

View Recommended Answer in original post

78 REPLIES 78

Cazaroo
Community Member
  • Hi @AlexD, I've completed the form.  Thanks, Caroline 

AlexD
Community Specialist
Community Specialist

Thanks for letting me know @Cazaroo . Me or one of my colleagues will be in touch with you shortly over email.

MarkD
Community Member

I have completed the form. Thanks.

AlexD
Community Specialist
Community Specialist

Thanks @Kerin and @MarkD

 

Me or one of my colleagues will soon reach out to you both over email.

KarlMcCann
Community Member

Hi AlexD,

I completed the form some weeks ago.  I haven't had any contact.  Have you received my response, and when will you be in touch please?

Cazaroo
Community Member

Hi, 

I have the same problem too.

I have followed all the suggested advice above and it's still dead with no LEDs on at all.

Here are my answers to the questions:

  • How long has your thermostat been installed for? Since Jan 2020
  • Did the issue happen during the installation? No
  • Is there any error on the Nest thermostat display? H71
  • Have you had any power cuts recently? No
  • Have you had any work done on your electrical or heating systems recently? Back in June the flue was repaired
    • If yes, was the power properly restored at the fuse board after work was done? Yes and no problems until now
  • How many zones are present in the setup? 1
  •  
  • Thanks, Caroline 

janicewy
Community Member

Hi, 

I have the same problem too.

I have followed all the suggested advice above and it's still dead with no LEDs on at all. I have asked a boiler engineer to come and look at it and he suggested it's the Nest Heat Link + Thermostat that's faulty as there are voltage 

Here are my answers to the questions:

  • How long has your thermostat been installed for? Since Sep 2019
  • Did the issue happen during the installation? No
  • Is there any error on the Nest thermostat display? H72
  • Have you had any power cuts recently? No
  • Have you had any work done on your electrical or heating systems recently? No
    • If yes, was the power properly restored at the fuse board after work was done? 
  • How many zones are present in the setup? 1

Thank you very much!

Janice

JenBerenguer
Community Member

Hi,

I have the same problem too.

I have followed all the suggested advice above and in the troubleshooting guides ( have hold the button 10, 20, 30 seconds) and it's still dead with no LEDs on at all. My heat link is 2nd gen.

My answers to the questions:

How long has your thermostat been installed for? >Since July 2020
Did the issue happen during the installation?- No
Is there any error on the Nest thermostat display? -H71
Have you had any power cuts recently?- No
Have you had any work done on your electrical or heating systems recently? -No
If yes, was the power properly restored at the fuse board after work was done?-N/A
How many zones are present in the setup?- I'm not sure what this means, but I'll guess 1.

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. -Confirmed

If it all looks good you can try and cut the power to the Heat Link for a few minutes, if you are comfortable in doing so, and after turn it back on. -Done it a few times already.

See if it has any reaction after you power cycle it when you press the button on it. -No reaction

Thanks

Jen

 

Since our boiler is less than 2 years old we called our installer them and they came and exchanged it..I did say there seemed to be a lot that had gone faulty and he said there had been a bad batch from 2 years ago and they were just starting to go wrong....Not sure how true that is but it does seem to match up with comments I've seen were installed about 2 years ago...Is this something Google knows but is keeping quiet about!

MrsVT
Community Member

We have the same problem with system installed in March 2019. Seeing lots of people reporting the same problem but no solutions? 

@AlexD I also filled out the form yesterday (without the social handle, I'm afraid), but put my email and address - hope that's enough to get help from your end. 

Thanks a mil in advance!

AlexD
Community Specialist
Community Specialist

Thanks for letting me know @JenBerenguer. In that case please fill it out one more time with the same details, just add your username to the "Social handle" section this time: https://bit.ly/3oVDg4g . Once you filled it out again, just let us know here and me or my colleagues will look for it.

done, @AlexD  Thanks 🙂

AlexD
Community Specialist
Community Specialist

Awesome @JenBerenguer . Me or one of my colleagues will reach out to you soon. Keep an eye on your inbox.

Ashleighgroves5
Community Member

Hello

I am having the same problems as above and really need this working I have two small children and desperately need hot water!!  I have completed the form and the questions as above!  

My answers to the questions:

How long has your thermostat been installed for? >Since August 2019
Did the issue happen during the installation?- No
Is there any error on the Nest thermostat display? -H72 heat link 
Have you had any power cuts recently?- No
Have you had any work done on your electrical or heating systems recently? -No
If yes, was the power properly restored at the fuse board after work was done?-N/A
How many zones are present in the setup?- 1.

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. -Confirmed

If it all looks good you can try and cut the power to the Heat Link for a few minutes, if you are comfortable in doing so, and after turn it back on. -Done it a few times already.

See if it has any reaction after you power cycle it when you press the button on it. -No reaction

Thanks

Ashleigh

Ashleighgroves5
Community Member

Did anyone get a replacement or did nest fix it for you?  Any advice appreciated thanks 

Roboro
Community Member

Hi

I have the same problem.

My answers to the questions:

How long has your thermostat been installed for? >Since February 2020
Did the issue happen during the installation?- No
Is there any error on the Nest thermostat display? -H72 heat link 
Have you had any power cuts recently?- No
Have you had any work done on your electrical or heating systems recently? -No
If yes, was the power properly restored at the fuse board after work was done?-N/A
How many zones are present in the setup?- 1.

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. -Confirmed

If it all looks good you can try and cut the power to the Heat Link for a few minutes, if you are comfortable in doing so, and after turn it back on. -Done it a few times already.

See if it has any reaction after you power cycle it when you press the button on it. -No reaction

 

--- I am a little frustrated now as I have already had a thermostat die on me and had to deal with getting a replacement for that. These products seem to have a shelf-life of a couple of years at most. 😞
Is there any chance of getting a replacement heat link?

Paul3
Community Member

Thermostat won't connect to the heat link, tried a factory reset but there's no lights on the front of the link. I've checked that the link has power.  The link is less than 2 years old.Can anyone help? Thanks

fuopen
Community Member

Hello all,

I am also having the same problems as above!  I learnt to complete the form and answer the questions as above!  
I  had a problem with the thermometer itself last year and google help me sorted it out by replacing with a new one.  This time it seems the heat link completely dead and I really need to get help again 😞

My answers to the questions:

How long has your thermostat been installed for? >Since Feb 2020
Did the issue happen during the installation?- No
Is there any error on the Nest thermostat display? -H72 heat link 
Have you had any power cuts recently?- No
Have you had any work done on your electrical or heating systems recently? -No
If yes, was the power properly restored at the fuse board after work was done?-N/A
How many zones are present in the setup?- 1.

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. -Confirmed

If it all looks good you can try and cut the power to the Heat Link for a few minutes, if you are comfortable in doing so, and after turn it back on. -Done it a few times already.

See if it has any reaction after you power cycle it when you press the button on it. -No reaction

Many thanks

Arnoldvg
Community Member

Hello all,

 same problems as above.

I learnt to complete the form and answer the questions as above!  
 the heat link completely dead.

My answers to the questions:

How long has your thermostat been installed for? >Since Feb 2020
Did the issue happen during the installation?- No
Is there any error on the Nest thermostat display? - thermostat also now dead
Have you had any power cuts recently?- No
Have you had any work done on your electrical or heating systems recently? -No
If yes, was the power properly restored at the fuse board after work was done?-N/A
How many zones are present in the setup?- 1.

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. -Confirmed

If it all looks good you can try and cut the power to the Heat Link for a few minutes, if you are comfortable in doing so, and after turn it back on. -Done it a few times already.

See if it has any reaction after you power cycle it when you press the button on it. -No reaction

Many thanks

arnold

Dkearney
Community Member

Hi,

I’m having the same problem. No lights on the 3rd Gen Heat Link. Tried pressing the button for 30 secs, no change. Tried turning off power supply which feeds heat link and boiler and turning back on. Boiler comes back on, no change in heat link. Getting H71 message on thermostat. Think Heat link must be faulty what is the resolution for this? 

 

Thank you, 

Danny 

Louislouis10
Community Member

Hi

We are having the same issue. The heat link stopped for no reason. We have tried all the suggested solutions with no success. The 3rd gen system was installed march 2019 along with a new boiler. Please can you let me know how to resolve this. Thanks

cmellor
Community Member

I'm having the same issue with my 3rd gen learning thermostat. I am based in the UK - is there a two year guarantee on this model? 

 

How long has your thermostat been installed for? >Since March 2020
Did the issue happen during the installation?- No
Is there any error on the Nest thermostat display? display is dead because no power is going to it
Have you had any power cuts recently?- No
Have you had any work done on your electrical or heating systems recently? -No
If yes, was the power properly restored at the fuse board after work was done?-N/A
How many zones are present in the setup?- One zone

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. -Checked

If it all looks good you can try and cut the power to the Heat Link for a few minutes, if you are comfortable in doing so, and after turn it back on. - No success here

See if it has any reaction after you power cycle it when you press the button on it. - No success here. 

 

The electrician has tested the power to the heat link - 240v is going in but the heat link itself appears to have failed. 

 

I've filled in the form above - could someone get back to me please. 

 

Thanks, Catherine. 

Roboro
Community Member

I filled out the form and commented here 2 weeks ago with no response from anybody other than other people running into the same trouble. I don't know how to escalate this. I am even at the point where I would consider just buying another heatlink if I could buy this separately from a thermostat... but that doesn't seem to be an option. Maybe I should consider switching to Hive or something else. Is anyone else getting support from Google for this issue?

janicewy
Community Member

Someone contacted me through email after filling in the form. They sent me a replacement within 1 week. They also offered to pay for reimbursement for any labour work, but I haven’t received any payment after sending them the invoice. It has been over 3 weeks and still no payment. Kind of wish they haven’t offered it in the first place

NH
Community Member

Having same problem. No LEDs on Heatlink H71 error on Thermostat. Tried all trouble shooting solutions to no avail. How do you get replacement Heat Link? 

cmellor
Community Member

I contacted Google through the chat service and someone got back to me within 24 hours offering a replacement. Perhaps try that. 

Rwj
Community Member

We have the same issue. Ours needs replacing. How long after contacting google nest support did it take to replace? Ours broke on Tuesday I’m still waiting on Thursday for someone to ring to arrange a time to replace it. No heating, we’re a family with 2 young kids and it’s cold. If it wasn’t under warranty we could have got it forced by now. The timescales of up to 7 days to replace after 48 hours waiting for a call is ridiculous and unfair when it’s a faulty product.

Rwj
Community Member

Ours had to be replaced we had to arrange the fitting ourselves, Google sent replacement nest fairly quickly. you then have to claim back the cost of installation - which takes a while.

irfdude2162
Community Member

I reported my faulty h71 Heat Link on 30th July, hadn't heard anything since. I went through all the trouble shooting steps, filled out their google form to report the issue and also updated them that I had done so. Heard zip. Eventually purchased a different unit as weather has turned and didn't want to be without heat.

Got fed up and just ebayed the old kit.

toy0102
Community Member

I'm having the same issue with my 3rd gen learning thermostat. 

 

How long has your thermostat been installed for? >Since Oct 2019
Did the issue happen during the installation?- No
Is there any error on the Nest thermostat display? H71
Have you had any power cuts recently?- No
Have you had any work done on your electrical or heating systems recently? -No
If yes, was the power properly restored at the fuse board after work was done?-N/A
How many zones are present in the setup?- One zone

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. -Checked

If it all looks good you can try and cut the power to the Heat Link for a few minutes, if you are comfortable in doing so, and after turn it back on. - No success here

See if it has any reaction after you power cycle it when you press the button on it. - No success here. 

 

The electrician has tested the power to the heat link - 240v is going in but the heat link itself appears to have failed. 

 

I've filled in the form above - could someone get back to me please. 

 

Thanks, Nathan.

Morton
Community Member

My nest link is completely dead. Tried all the relevant tests but to no avail. Where do I get a new link. 

nicols
Community Member

You need to talk to Google's nest support line for your country / region. I found the phone line to be better than emails etc as response times aren't always quick.

Rwj
Community Member

We ended up getting a new thermostat under our warranty but had to pay for installation under the promise it would be refunded. I paid £70 7 weeks later and I’m still waiting and chasing the refund. 

AnaM
Community Specialist
Community Specialist

Hello everyone, I'm sorry about the delayed response as I know it's been quite some time and it's important resolve this as quick as possible.

 

Let me know if you still need help with your Heat Links and I'll gladly help you sort this out. 

dannyalan
Community Member

Yes please, ours has been out for probably a week now

AnaM
Community Specialist
Community Specialist

Hi @dannyalan,

 

Let's sort it out the, please answer the following questions:

  1. What type of Nest thermostat do you have?
  2. When was it installed?
  3. Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
  4. 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?
  5. Are you seeing any wiring report or error on the thermostat and/or the app?
  6. Have you had any recent power cuts in your area? If yes, has the power been restored?
  7. Have you recently had service or maintenance on your electrical, plumbing, or heating system?
  8. Have you tried any troubleshooting steps before contacting us?
  9. How many zones are present in the setup?

AnaM
Community Specialist
Community Specialist

Hey @dannyalan, do you still need help?

CristianC
Community Specialist
Community Specialist

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.