Nest Heat Link dead

[Gasperino79]

Hi Everyone,

I have 5 Nest thermostats 3rd gen installed in the house and 2 days ago one of the heat links died suddenly.

That heat link was also connected to the hot water and this is a big problem for me as I have a small daughter in the apartment.

I heard that this is a known problem and that Google is replacing the thermostats for free in the UK via BOXT. Can anybody confirm? And can I please get them all 5 replaced without waiting for them to die and leave me without heating in the rooms?

[RXShorty]

Hi @Gasperino79 

There are some known issues with some of them indeed.
Check out THIS blog post.

Please try to reach out to Google Nest Support. 😊

[Paul_R]

Hi there! I'm sorry to hear that you're experiencing this issue with your Heat Link, but I'm here to help. After we troubleshoot the issue, it is possible to replace your Heat Link via BOXT. As for the last question, we won't be able to replace a product if it works properly. If you'll be having issues with the other Heat Links you can contact us and we'll help you the best we can. Now, regarding this one, please respond to the following question:

Are there any lights on the Heat Link?

Are you seeing any wiring report or error on the thermostat and/or the app?
Have you tried any troubleshooting steps before contacting us?

Were there any power outages since the installation?

Have you checked if all the breaker switches are on?

Have you tried turning the breaker switches on and then off again?

Have you tried pressing on the button of the Heat Link?

[Gasperino79]

Hi there, thanks for the quick reply.

There was no light on the heat link.

I followed your suggestion and opened a case with Google and immediately booked BOXT for the replacement. The service was excellent!

The only thing is that while the engineer was doing the work he had to switch off the electricity. When he switched it back on, two more heat links went dead and had to replace those too.

[Vladut]

Oh dear, I'm so sorry for any inconvenience caused by this. But I'm really happy to hear that everything has been sorted. Let me know if you need anything else.

[UanaC]

Hi there! Just checking in, do you still need our help?

[Vladut]

Hi there, just checking in with you. Did you manage to check our last message?

[Gasperino79]

Nope, thank you!

[UanaC]

Gotcha! In this case, I'll have to close this thread. Feel free to reach us back if anything comes up! Have a good one and stay safe!

Thanks, Oana.