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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

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?

JPMNest
Community Member

Hi there is no leds after pressing button for 30 seconds, but there is 240 volts to the heat link.

Thanks

John

Vladut
Community Specialist
Community Specialist

We'd love to investigate this further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3h2TDJp. You can find the Serial Number in Settings > Tech Info > Display, or on the back of it. It begins with 09. Also, the email address included should be linked to your Nest Account, and for the postal address section, input a shipping address.

Kerin
Community Member

Hi,

I've filled out the form and submitted it. My Heatlink was only installed a year ago and Ive tried all the troubleshooting suggested

MarkD
Community Member

I have the same problem, heat link has power but no LED lights. I have tried all the suggest fixes.

Here are the 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? 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?
  • How many zones are present in the setup? 1

Any help would be appreciated.

Buch1234
Community Member

Mine is exactly the same installed February 2020 hopefully will be covered with the warranty. Must be a common complaint ??

Snowman
Community Member

Mine is the same problem, put old themostat back and furnace operates correctly. I received nest themostat as a gift a year ago , how do I get it replaced or repaired?

MKhan5
Community Member

Hi,

I have same issue.

Heat link is died, while boiler has power.

Tried power off without any results.

Boiler has power. Heat link was installed in 2018-19. H71 is displayed in thermostat.

The heat link just died.

Assist please.

There is a blue light permanent flashing

But no heat

Ardgowan
Community Member

No light comes on and it has been tested . There is a live feed going in and none coming out .

Regards

Graham 

GregAus
Community Member

Hi, I am also having the same issue and no response after 30 secs. All power OK and going to Heat link.

Alano7
Community Member

I think your Link will be bust . I’ve been told a lot of Links are failing from installs around 18 months ago . Google themselves told me ‘ other clients having similar problems ‘ . 3 year warranty I think . Good luck getting through to Google … you’ll be waiting a long time I think . 

Nickwood
Community Member

Did have any response for nest as I have the same problem 

MKhan5
Community Member

 had no response from anyone. I managed to get my heat link privately repaired for £30.00 plus postage in 4 working days via ebay. Search in ebay.

Good luck

Alano7
Community Member

Without heating for over 48 hours waiting for Google to call me having spoken to them after 45 minutes on hold 2 days ago and been through verification , been told to expect a call and haven’t had one . Spent another 50 minutes mostly on hold again yesterday and was promised a call because they’d ‘escalated’ it and still no call , no heating . One Google guy did say other customers had had problems . Hopeless . Avoid . You have no way to power up heating when the Nest link does and Google are slow to respond at best and unresponsive at best despite acknowledging the product is under warranty 

nicols
Community Member

This literally happened to my Heat link today (or sometime between yesterday morning and today - last time the heating came on). I got through to google fairly quickly and I too am waiting for the call back but was warned it could be 48 hours or so - doesn't sound promising. Mine is also an install from 18 months ago - bad batch perhaps?

nicols
Community Member

So to update - I was contacted by support and promised a replacement (all good and positive) but i got a bit concerned when none of the emails promised arrived so just chased - turns out there was a problem with my serial number so they escalated the case again (would have been good to have contacted me rather than me having to chase it to find out there was a problem). Given I was told 2-5 business days for the replacement, I could well be looking at a week without heating! I was offered the possibility of being reimbursed for a temporary on off installation but again, never actually received the emails with the details. Mixed feelings about this  - everyone has been polite and helpful but the timelines are not good given the weather forecast for later in the week and vulnerable adult I share the house with.

nicols
Community Member

After some frustrating calls and emails on Thursday, I was able to get a new heatlink sent and installed yesterday, so far, so good - but that was 6 days in winter without my main heating system. My experience has left me somewhat concerned over the reliability of the Nest system (2 replacements so far - thermostat was faulty out of the box when it was first installed). I know every company is having supply problems etc but Google really need to understand that when it comes to the heating industry, fast response timed and reliability really do matter.

Mojo
Community Member

Yes tried nothing

dannyalan
Community Member

Hey, this has also happened to me today. Can anyone help?

JPMNest
Community Member

Hi completed form but forgot to put in my post code S12 4NQ

Thanks 

John

AlexD
Community Specialist
Community Specialist

No worries, if you ever forget any details you can just complete the form again and let us know you did. We'll reach out to you over email as soon as possible to assist you further. 

JPMNest
Community Member

Form recompleted

John

AlexD
Community Specialist
Community Specialist

That is great. Our colleagues already reached out to you. Make sure to stay in touch with them.

andysedd
Community Member

Hi, I have exactly the same problem but can't get hold of anyone to help. How do I do so?????

CristianC
Community Specialist
Community Specialist

Hi andysedd,

I'll do my best to get this issue sorted. Can you please 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 are present in the setup?

 

Regards,
Cristian

Thanks. I have now sorted this by calling the customer service team on 0808 169 2307.

They arranged for a replacement heat link to be sent which I installed this weekend. All now works fine and I am sending the faulty one back today on a pre-paid service.

I would suggest not to worry about requesting contact on here but instead calling the customer service number. They will take you through some basic fault finding but if it is genuinely faulty they will arrange for a prompt replacement without too much trouble.

Prisque
Community Member

I have the same problem with my Heat Link 3rd Gen. There is power to it but no LED light at all. Thermostat shows error H71.

AlexD
Community Specialist
Community Specialist

Hi @Prisque and @Antnie77 .

 

If you have not already check any breakers or switches at the location, to make sure nothing has tripped. 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. See if it has any reaction after you power cycle it when you press the button on it. 

 

If it still has no reaction let us know here and make sure to also answer the questions my colleague posted above. 

Prisque
Community Member

Hello

I have not heard back from you. Please update on the next steps.

AlexD
Community Specialist
Community Specialist

Hi @Ashleighgroves5 . Thanks for all the info. 

 

If you have not already make sure to complete the form with all the details, the one I and my colleague provided earlier.  

Make sure to include the username in the "Social handle" field and let us know here after you have submitted it: https://bit.ly/3h2TDJp . 

 

That way me or one of my colleagues can look for it. 

 

Or if you prefer you can get in touch with us directly using this link: https://bit.ly/3kIfrO5 , under the "Contact us" option. Do keep in mind that the lines are open between 08:00 and 19:00 weekdays. 

 

Hi @Prisque , thank you for letting us know here. 

 

Just to check, did you make sure to include your username? If not make sure to submit it one more time and include it as well.

 

Around what date did you submit it? I can try and have a look for it if you included your username already.

Antnie77
Community Member

Hi, i have exactly same issue

thx

KarlMcCann
Community Member

Same issue for me.  Been posting in the old support group / forum with no success.

Heat link has power but is non responsive.  Have power cycled on and off several times, attempted factory resets, all no joy.

 

Answers to questions below.  I need this sorted please before winter!  

I have 3 heatsinks, other 2 work fine.  The one that is non responsive controls one zone and hot water.

 

  • How long has your thermostat been installed for? Since APX Jan 2020
  • Did the issue happen during the installation? No
  • Is there any error on the Nest thermostat display?  Displays H71 error.
  • 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? 3

Thank you,

 

Karl

AlexD
Community Specialist
Community Specialist

Hi @Buch1234 , @JenBerenguer , @janicewy , @MarkD , @Cazaroo , @KarlMcCann .

 

I am sorry to hear you are all facing difficulties in using your thermostats.

 

If you already checked breakers and switches, as well as power cycled your device make sure to fill out the form above: https://bit.ly/3oVDg4g , making sure to include all the required details. Especially make sure to include your username from here on the forum in the "Social handle" section, so we can identify your submission. 

 

Once it is filled in, let us know here and me or one of my colleagues will look it up and reach out to you over email after.

 

Regards,

AlexD

janicewy
Community Member

Hi,

I filled in the form 2 days ago, but haven’t heard anything since. 
Many thanks

Regards

Janice

AlexD
Community Specialist
Community Specialist

Thanks for letting me know @janicewy . We have to know here once it has been submitted so, me or any of my colleagues can look for it after.

 

I did manage to locate the form but it seems that the address field is incomplete, it only has a postcode in it. 

 

Make sure to fill out the form one more time and include your full address: https://bit.ly/3oVDg4g . Once you have just let us know here. 

janicewy
Community Member

Hi,

I have filled it in again.

Cheers

Janice

AlexD
Community Specialist
Community Specialist

Thanks. Me or one of my colleagues will reach out to you as soon as possible over email. Keep an eye on your inbox.