Nest Heatlink Offline

[Gordon62]

Hi. I have a nest thermostat E. Had it for several years, pairs successfully, no issues. Recently, I have noticed via the app that the heatlink is 'offline'. My heating still works and the thermostat still seems fine.

There's one other issue in the app - perhaps they are related. My history states 'no usage' for all days listed, but I know that my heating has been on.

What could be happening?

[luciaaa]

Hi, @Gordon62,

Thank you so much for reaching out to the community. I’m truly sorry the Heat Link is offline. I’m happy to assist you and find a solution.

To ensure you receive the best assistance, please provide the following information:

• What is the color of your Heat Link's light?
• Did you try to take the Heat Link out of Manual Mode? If not, you can do so by pressing the Heat Link’s button once. When you see the two green lights underneath the button turn off, the Heat Link is out of Manual Mode.
• When was the thermostat installed?
• When the unit was installed, did the display communicate with your Heat Link? If yes, how long after the installation did the issue occur?
• Has there been any recent work done on your heating system?
• Is it displaying any error code?

This information will help me to provide you with accurate troubleshooting steps. Thank you so much for your cooperation. 

Keep me posted.

Best regards,

Ana

[Cflorijn]

I have only been able to achieve a wifi connected thermostat to my app twice and majority of the times it shows offline. I checked the thermostat and it shows connected to the network but the app pretty much always shows it offline.

I tried factory resets, network resets and other equivalent. 

Please help!!!

[Patrick_Caezza]

@Cflorijn 

How is the thermostat wired?

Is there a C wire installed?

[Cflorijn]

@Patrick_Caezza the thermostat is wired into the wall. I don't think I can add a picture here but if I am able to, please let me know. I googled the C Wire and don't think this is what I have. Mine is the 3rd Gen Nest Thermostat and Heat Link

[Patrick_Caezza]

@Cflorijn 

Since you have a Heat link I'm not able to help you. I know nothing about their setup.

[luciaaa]

Hi, @Cflorijn,

Thank you so much for reaching out to the community. I’m truly sorry the Heat Link is offline. I’m happy to help you and find a solution.

Thank you so much for letting us know you have a Nest Learning thermostat 3rd generation. 

To provide you with the best assistance, I’d appreciate it if you could answer the questions on my previous post.

This information will help me to provide you with accurate troubleshooting steps. Thank you so much for your cooperation. 

Keep me posted.

Best regards,

Ana