Nest Heat Link not connecting to 3rd Gen Thermostat H71

[KK53]

I accidentally turned my boiler off, since switching it back on the thermostat displays H71 and the heat link light is orange. I've tried resetting the heat link but the light remains orange

[Frustratedddd]

Reset of the display could have been better. Try that by pressing the display against the wall, and keep pressed, do not release until the display goes of and the little house comes back on. You may have to re-pair now you have reset the Heat link.

[KK53]

Thanks, tried that, it comes up with the normal display of temp setting and current room temp for a few seconds then the spanner symbol again

[Frustratedddd]

Can you see in the display under settings,  the Heat Link, probably under Technical? Check to see if the Heat Link 6 digit code is the same as the one on the Heat Link itself. Which model do you have, 3rd Gen?

[KK53]

I can see the code in settings on the thermostat but where is the code on the heat link? It's 3rd gen thermostat

[Frustratedddd]

On the lid by the screw at the bottom, and on the left hand wall fixing screw. Check them both to make sure they are the same.

[AlexD]

Hi @KK53 , thanks for reaching out here. I am sorry to hear you are facing difficulties with your unit and I would be happy to try and assist. 

Thank you for the suggestions and assistance @Frustratedddd , always appreciated. 

Is the thermostat mounted on a wall or on a stand? If it is on a stand, is there a chance to perhaps bring it closer to the Heat Link, making sure it is connected to power to try and pair it? 

Make sure to press and hold the button on the Heat Link for about 25 seconds to reset it. Once the light pulses slowly blue, you can press and hold the thermostat display to restart it and it will try to connect to the Heat Link. 

[Vladut]

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

[Vladut]

Hi there, just checking in with you. As you haven't replied, I'm gonna go ahead and close the thread. If you need anything else, please feel free to start a new one. Have a great day ahead!
 

[KK53]

Hi, thanks for reachingbout apologies for not responding sooner. I have reset the heatlink quite a few tines, but the light does nit pulse blue it just stays orange

[AlexD]

Thanks for trying and no worries. Would it be ok if I reached out over email so you can send us a short video pressing and holding the button on the Heat Link so we can log the behaviour? Or if you would be able to share it here that would be great as well. 

[KK53]

Hi, yes, i can video and share, however i am not at home at the moment. I will do it in a few days when i get back

[UanaC]

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

[Paul_R]

Hi there @KK53! I just sent you the email that Alex was talking about. It's okay whenever you reply, just make sure to let us know here as well once you do.

[KK53]

Hi, i've made the video, but coukdn't attach it here as it's mp4 format, can i have an email address to mail it please.

[TudorL]

Sure thing. Would it be okay to send you an email on the address associated with your Community account? 

[AlexD]

Hi, I wanted to check in. Did you see the message from my colleague? Make sure to keep us posted. 

[KK53]

Hi yes i did, but thrn i remembered that i'd already been srnt an email to attach the video to last Tuesday, so i attached it to that and sentvit to you on Monday 2nd October at 08:58 UK time. I've not had a redpinse yet though.

[LarisaL]

Hi there! I just sent you the email, can you please let me know when you've complete the form?

[Paul_R]

Hi there, just checking. Have you managed to complete the form?

[KK53]

Hi, it took me a while to get the cover off the heat link, i had to wait until a friend came to do it, i assumed it would be on the inside but i can't find it, can you advise where it is please. 

[KK53]

Apologies, i didn't say it was the serial  number i was looking for.

[Frustratedddd]

Well I cannot believe this has been going on for 4 weeks and still not resolved!

The numbers you are looking for as I mentioned 4 weeks ago are by the lid fixing screw [actaully on the lid by the hole] and the left hand wall fixing screw where the screw is. The number will be a 6 digit code.

Then all you need to do is look at the display under Tech - Heat Link, and see the 6 digit code in there. See if that number matches the actual Heat Link box numbers as mentioned above.

You are looking in 3 places.

Should they all match, Bingo your half way there.

Then you will need to pair the display and the Heat Link together, but FIRST confirm the numbers all match.

By the way, when you reset the Heat Link did you press the button and keep pressed, do not release for a very good 40 seconds plus? Do NOT release on the first time it looks like a pulse, just keep pressed for like I said a good 40 seconds.

[KK53]

Hi, it's taken a long time as i have been away from home a lot in the last 4 weeks. The 40 seconds tip worked thank you.

[Frustratedddd]

I'm not having a go at you, more the issue of the lack of support from the Google team.

Resetting the Display as I mentioned in the first reply could have helped, but as you half reset your Heat Link and not fully reset your Heat Link should have been picked up.

I don't know where this 25 seconds comes from, as my experience has shown fully resetting is a lot longer as I mentioned, as users see the blue light pulsing for the first time, but it's the second pulsing that resets.

Anyway, 4 weeks later your up and running.

[KK53]

Hi, another reset, this time holding the button for 40 seconds has resolved the issue.

[AlexD]

Thanks for keeping us posted @KK53 . I am happy to hear it's back on track. If anything else comes up, make sure to let us know.