Nest Heat Link No longer turning on boiler for heating.

[JimmySpiers]

Heat Link wont switch on heating on the boiler.

We had an engineer come out today to check over the boiler and everything is working fine but the Heat Link isn't sending a signal to the boiler to control the heating. Everything else with the nest is working fine the thermostat and the Heat Link are connected (i have tried everything including a factory reset to rule out an issue with that).

The Heat Link is on and is showing a single solid green light and even when i put it into manual mode it still wont fire up the heating on the boiler, the engineer said he checked the Heat Links connection to the boiler and there wasn't a signal coming from it.

I tried all the troubleshooting guides prior to calling out the engineer.

How do i get a case number to request a BOXT engineer? i have tried the chat through the help centre but even though it states chat open times are 12:00am to 11:59pm it is telling me to try again during support hours.

[Paul_R]

Hi there @JimmySpiers, we're sorry to hear about this, but we'll do our best to help. Regarding the fact that you weren't able to contact our chat support team, you might have seen the US working hours, as that is 24/7. You can use this link to get in contact with the UK/Europe team using this link https://goo.gle/3Zyj0ZV , between 08:00 - 19:00 GMT Monday to Friday and 09:00 - 17:00 Saturday and Sunday. 

Should you choose to continue here, could you please tell us how many lights come up when you press on the button of the Heat Link? Also, if you activate the heating from the thermostat or app, when you are next to the Heat Link, do you hear it making a clicking sound?

[JimmySpiers]

I have spoken to a support rep through chat now and they said it's out of warranty so there is nothing that can be done, it has already been replaced once, so i will try a different brand now.

But to answer your question three green lights come on when i press the button and yes the Heat Link does click on and off when adjusting the temperature, but as the engineer said it isn't sending a signal properly to the boiler.

[Paul_R]

I see, in this case it appears you are dealing with a stuck relay in the Heat Link, which indeed cannot be replaced if out of warranty, as the chat team has already confirmed. Is there anything else I might be able to help you with?

[JimmySpiers]

Just one question is there anywhere I can purchase just the Heat Link? I have already ordered a different brand thermostat so hopefully wont have this issue every couple of years but if I can buy a new Heat Link I could sell the thermostat itself as that is in good working order at least.

[Paul_R]

You could try with some 3rd party retailers or installers, as they might have some separate Heat Links, but I cannot guarantee that.

[UanaC]

Hello there! Just checking in with you. Did you see my colleague's previous message?