Nest Heat link - No Power

[EnusK]

Hi, I'm experiencing the same problem.

My 3rd gen nest thermostat heatlink (UK-EU) version has stopped working: 

-It is not supplying power to the thermostat as well, so thermostat keeps draining and isn’t working properly

-LEDs on heat link are not powering on 

- I have tried different sockets, all of them work but the heat link does not.

- I have had no issues with fuses, electrical problem or anything that could have damaged the system

-Tried pressing the button for 30 sec several times: still no led on

-Done some trouble shooting with the helpdesk and they have said that it seems like the heatlink is damaged and someone from technical will get back to me via email, still waiting!

-Nest was installed 15 months ago and was working fine until now

Please, google Nest customer service, could you help with this issue? 

Thank you very much

[Frustratedddd]

You will be waiting for a long time on here for customer services!!

They never give you support here, only people in a similar way.

I would ring them and explain again, why wait for them to ring you?

There is no troubleshooting to be done really, as you like so many other people have a faulty Heat Link. Yes you will go through the normal, ''any power cuts, had any work done, when was it installed etc., etc., but the bottom line your is, your one is duff. Yet again, I expect the Heat Link has the Nest name on the button? The reason I keep asking this, the later Google model that does not have the words Nest on the button are less troublesome.

Ring them again, and ask why you have not had the call back, as it's now winter.

[EnusK]

Hi Frustratedddd, thanks for your reply! yes it has the nest logo on the heat link. will call them again to find out if there's any progress.

[Frustratedddd]

I will give Nest their due they are very good, NOT like Google. The Nest part is the original company taken over by these clowns sadly!

Give them a call, they will help, and they will call you back, but with all the people in the same boat as you, can you imagine the stress they are in???

The Nest button is the older model, and the newer version has no words on the button.

[CristianC]

Hi @EnusK,

Thanks for reaching out. Sorry for the late reply. Have you been called back by one of our representatives?

Let me know if there's anything I can do to help,
Cristian

[EnusK]

Hi CristianC, I received a replacement and now just waiting to be reimbursed for the installation. 

[CristianC]

Sounds good. If anything comes up, let me know.

[LexiJoy1]

Hi 

mines the same , did you resolve your issue on here ? If not have you contact details of whom you got in touch with plz 🙂

[AlexD]

Hi @LexiJoy1 . I'm sorry to hear you are facing the same behavior. I would be happy to try and assist you.

Should you wish you can use the information in this link to reach out to us over any of our other support channels. 

I would also be happy to assist you here. 

If you have not already, check the breakers and switches at the location, to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch on it. Confirm it has power, it should have a display or LED that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power to the Heat Link off for a few minutes and then turn it back on. See if it has any reaction after, when you press the button on it.

[george_t]

Hi @LexiJoy1. Just checking in, did you manage to check the last message from my colleague? Do you still need our help?

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.

[LexiJoy1]

• Hi 
• I’ve got the same issue . The electrician that installed 16 month ago tested all & says the link is dead . No power , no lights , no reaction when holding button down so can’t use manual .
• he told me to contact you for replacement. 
  hope that’s correct.
•  

[LexiJoy1]

Mines doing exact same thing