Nest Heat Link broken - replacement ??

[Richard00]

Situatie:

- Google Nest Thermostat V3 show error message (see attachment) 

- Heat link has no light on (green/yellow/blue)

I have turned off the power to the Heat Link for a few minutes and then turn it back on. 

Unfortunately the Nest thermosstaat shows the same error message. 

1. When was the thermostat installed?

7 april 2020
2. When did you first notice this behavior?

26 juli 2022
3. Was it installed by a Nest Pro or by a heating/electrical engineer?

I think so, the company is 50five b.v. I have ordered the Nest + installation on there website wifithermostaten.nl. The webshop is down because the company only installs charging stations for electric cars. 
4. Did you notice any message on the thermostat display?

Yes H72 - Heat Link error, see attachment 
5. Did you notice any power cut in the area before this occurred?

No
6. Did you have any maintenance done on the heating or electrical system recently? 

No
7. Do you have only one or multiple Google Nest thermostat devices at the location?

Only One

I think that a lifespan of 2.5 years is very short for a premium thermostat. In addition, it seems that the heat link is not for sale anywhere?

I would like to receive a replacement heat link asap, this since we are expacting a baby within two weeks. 

So that the first introduction to Google is positive :)!!!

Kind regards,

Richard 

[AndaD]

@Richard00

Hey, thanks for reaching out. You did a great job in troubleshooting. What country are you located in?

[Richard00]

Hello AndaD,

Thank you for your answer, I live in The Netherlands. 

Can you help me?

Kind regards,

Richard Boon

[AndaD]

Many thanks for the details @Richard00. Please check your email as I sent you some instructions to follow so I can create a case and continue to assist you. Let me know once it is done and I'll continue to document everything.

[Richard00]

@AndaD Thank you for opening the case, I have provide al the information for the case.

Hope to hear form you soon!

[AndaD]

@Richard00, that's amazing, many thanks. Now we'll need to authenticate your account. Please navigate to https://bit.ly/3r4qwdd and sign in with the email address linked to the Nest account before clicking "Yes". Let us know when it's done please.

[Richard00]

@AndaD Thank you for the fast reply, I have done the authentication! 

[AndaD]

That's lovely, thanks a lot. And the very last thing will be to kindly tell me what other troubleshooting steps you done.

[Alandet]

Hi I’ve a similar problem with a faulty 3rd generation heat link how do I get in contact 

[Alandet]

I’ve read that there have been many faults with the heat link panel. My display lasted around 15 months before the wifi chip stopped working. It was replaced and this unit has worked for less than a year but as the guarantee is from the original date of purchase the operator I spoke with basically said hard luck. The unit went down over a month ago whilst I was away. Ive recharged the display and troubleshooted the link which has 240 volts input but no dc output and the lights do not work unless I connect an external source to the jack plug from a telephone charger. Then after holding the centre button for a factory reset I get a flashing blue light which eventually powers off but the display will not connect to the link.

[DragosC]

Hi there @Richard00. I'm just following up on the message my colleague sent you. What troubleshooting steps did you do before contacting us? 

Hello there @Alandet ! Thanks for reaching out and I'm sorry to hear that. Please answer the following questions:

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?

[Richard00]

@DragosC , @AndaD 

Sorry voor de late reply, Our baby was born last Saturday.

Below you will find answers to your questions. some I already answered in the original post

Are there any lights on the Heat Link?

No, no lights

Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?

No, thinking happens. Fortunately, hot and cold water through the taps works. No problems with the boiler. 
Are you seeing any wiring report or error on the thermostat and/or the app?

Yes H72, see picture in the first post
Have you had any recent power cuts in your area? If yes, has the power been restored?

No
Have you recently had service or maintenance on your electrical, plumbing, or heating system?

No
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?

Yes done, other devices do they work on the same socket.
Any blown fuse in there?

No

Have you tried to turn the breaker switch off and on again? Any difference?

Yes tride nothing changed. 

Hopefully you can send me a replacement asap.

Kind regards,

Richard Boon

[Alandet]

No lights on the heat link unless I do the 20 second reset and the blue light pulses after connecting a phone charger to input on heat link.

no but the boiler works with power onto the system…and I control it via the boiler controls.

only error is that there is no power from the link to the thermostat. Checking the dc power terminals there is zero voltage.

no power cuts whatsoever. Power is at the terminal block and all connections have been checked.

only one fuse and switch which work as the power for the boiler is routed via controller and in parallel.

turned everything off and on..recharged thermostat..on voltage window..lower two readings are zero.

[Alandet]

Stopped working whilst I was on holiday as I turned the heating on via my phone via app weekly. App said off line. Wifi working as have camera set up. Friend visited and turned it power off as heating on full

[DragosC]

Thank you very much for letting us know @Alandet

I've sent you an email. Please reply to it with the requested details. 

[Alandet]

Replied Monday..made an error in that I didn’t understand the social name which of course refers to the name here and not what my wife calls me on a bad day

[DragosC]

Thanks for letting us know. We've sent you an email. Let's move the conversation over on the email. I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!