Nest Heatlink 2nd Gen is dead

[StuS]

Hi.

My Nest heatlink is totally unresponsive.

A plumber has tried resetting my heatlink and has confirmed it has power but the green light will not illuminate and is totally unresponsive.

It was fitted in Dec 2020.

There has not been any work on the heating or electrical systems and no power cuts.  Additionally the the thermostat doesn't display any error messages.

Any advise would be appreciated.

Stu

[MisterMR44]

My Nest heatlink also failed today. It was working fine since it was installed in 2018 but recently started having trouble linking up with the thermostat. It would usually sort itself out, however earlier today it just stopped working. No LED. Non-responsive to any button pushes. Power is there but the heat link is dead. Theremostat itself appears to be absolutely fine. I have contacted Google Nest via a fill-in form hoping that they will be able to supply me with a replacement. I don't exactly want to splash out on a whole new one if all I need is the Heat Link.

[AnaM]

Hey @StuS and @MisterMR44,

I'm sorry to hear you're experiencing this issue, but I'll help you sort this out. Help me isolate the issue by answering the following questions:

1. What type of Nest thermostat do you have?
2. When was it installed?
3. Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
4. 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?
5. Are you seeing any wiring report or error on the thermostat and/or the app?
6. Have you had any recent power cuts in your area? If yes, has the power been restored?
7. Have you recently had service or maintenance on your electrical, plumbing, or heating system?
8. Have you tried any troubleshooting steps before contacting us?

9. How many thermostats do you have?

[MisterMR44]

1. What type of Nest thermostat do you have? Nest Thermostat 3rd Generation

2. When was it installed? October 2019.

3. Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer? Issue after installation. Nest Pro initial install. Replacements have been installed by regular installer based on Nest Pro install.

4. 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? No lights on Heat Link. Boiler does not activate when calling for heat in Manual Mode. Heat Link completely unresponsive.

5. Are you seeing any wiring report or error on the thermostat and/or the app? No wiring report. Thermostat only says in can't control Heat Link.

6. Have you had any recent power cuts in your area? If yes, has the power been restored? No recent power cuts in the area. Power is definitely going to Heat Link (tested).

7. Have you recently had service or maintenance on your electrical, plumbing, or heating system? Boiler was [last annually] serviced November 2021. No electrical, plumbing or heating maintenance required. 

8. Have you tried any troubleshooting steps before contacting us? Yes.

9. How many thermostats do you have? One.

[DragosC]

Thank you very much, @MisterMR44.

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?

[MisterMR44]

It's definitely not an issue with the power supply. The Heat Link is powered by the same power supply as the combi boiler it controls. There is power going to the combi boiler as that is definitely on (it fires up when there is hot water demand for example). I have used a test meter to check there is power going to the L and N terminals on the Heat Link and there is... but the LED on the Heat Link is off and there is no response from the Heat Link's button. It is definitely no longer functioning. 

[DragosC]

Understood. Thank you for the explanation. I've sent you an email. Please take a look at it. 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[MisterMR44]

Yes, I still need to get a replacement Heat Link. I don’t particularly want to buy a whole new thermostat when all I need is a working Heat Link. I also want to add that this is my third Nest Thermostat. They all seem to have a lifespan of around two to three years before something fails on them… although this is the first Heat Link failure I’ve had… (the rest have all been faults with the actual thermostat itself and were replaced by Nest under warranty). Is this normal?

[MisterMR44]

Apologies… I forgot to add that I did receive your email and responded to it. Thank you.

[DragosC]

Thank you very much for your reply. No worries, it will be sorted out.  We've sent you another email. Let's keep the conversation there. 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!