Nest Heat Link - No lights, no response

[Rivendell63]

Noticed this morning the notification of connection failure to the Nest Heat Link. Power is available and was working over last 48 hours or so. No lights displayed, switched all power off and left for several minutes before switching back on but without progress. Is there an option to replace this item or fix it ? Only active for about 2 years which is a short period for a low maintenance piece of equipment. Help, the nights are getting colder and my heating no longer functions due this failure

[LisaT]

I'm having the exact same problem - just posted the same thing about 40 mins ago.

[Vic86]

I am having the exact same problem today too, I have had an electrician look at mine and he says it seems to be a fault with the Heat Link. 
i have also had it for less than 2 years, I would expect it to last longer than that!

[saggybe]

I’m also having the same problem - less than two years old heat link. No lights. Power is connected. H71 error code on thermostat. Tried disconnecting power for more than 2 mins and holding button for 30s. No change. 

[LisaT]

Hi, I contacted a local nest engineer who advised that my heat link was basically done. He advised me to contact Google to get a replacement. I ended up using the online chat option to talk to someone about this directly. The issue was sorted very quickly - they were able to confirm that my heat link was under warranty and sent out a new one which arrived the next day. I then got the nest engineer to fit the new one. You should be able to get through to the contact options using this page. Probably a more obvious contact page somewhere but I cant find one. Good luck!

https://support.google.com/googlenest/gethelp?hl=en

[saggybe]

Thanks Lisa - I managed to get a call back. but that team can only record the issue and then have to escalate it to another who will call back in 48 hours. Pretty ridiculous. I'm now taking your advice and going via online chat. 

Thanks for your help! 

[Rivendell63]

that is their process. They will contact you and confirm delivery details and arrange replacement and offer installation options

[CristianC]

Hello again. Just checking in. How's it going with your Heat Link?

[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.

[Rivendell63]

Sorry for the delayed update. I didn't have any luck via this forum and had also tried via Twitter, again without progress. I telephoned Google support and provided all the requested info Installation date, symptoms, etc). I then was contacted and a replacement arranged for next day. Everything was resolved fairly switly once the correct support route was followed. 

[CristianC]

Hello everyone,

I'm sorry for the late reply. I see that you already got in touch with Google Nest Support and they've replaced your Heat Links. Please let me know if there's anything I can do to help.