Nest Heatlink has lost power

[chrismilesitsm]

Hi my Nest heatlink suddenly stopped working , it has no lights and no power. It is less than 1 years old. My electrician said this is quite a common fault with them.. how do I get a replacement quickly please as We have no heat or hot water?

many thanks in advance

[CristianC]

Hello @chrismilesitsm,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?

[chrismilesitsm]

Hi there CristianC - Thanks for the reply - I had already tried these steps, having researched on the forums 🙂 But I can confirm the following:

1. Press the button on the Heat Link and check if you have any lights on it - when dead no lights on button press
2. Check if the circuit breakers and the switches are set to on - Turn them off and then back on - I assume by this you mean any fused power switches controlling the heatlink and therefore the boiler. There is confirmed power always to the heatlink terminals, but when I switch the power off and on again then I can get the heatlink to reactivate, until it periodically goes dead again
3. Press on the button again and check for LEDs - when dead nothing, when power cycled then I can get the LEDs and boiler working again. 

Also:

• How long has your thermostat been installed for? 2.5 months
• Did the issue happen during the installation? No
• Is there any error on the Nest thermostat display? when the heatlink loses power the thermostat errors
• Have you had any power cuts recently? Not during the period when this error has developed
• Have you had any work done on your electrical or heating systems recently? Not during the period when this error has developed
• If yes, was the power properly restored at the fuse board after work was done? N/A but before that yes
• How many zones ( thermostats ) are present in the setup? One

Thanks, Chris

[AlexD]

It is good to hear you tried those steps and thank you for all the provided information. To continue I would like to reach out to you over the email you are using for your forum account, so I can create a case and continue. Would that be ok? 

[chrismilesitsm]

Yes please

[CristianC]

Hi there. I just sent you an email. Feel free to check it out when you have the time. 

[CristianC]

Hello again. Just checking in. Do you still need assistance? 

[AnaM]

Hey there,

Since you didn't reply to my colleague yet, I'll have to lock this thread. If you still need assistance, feel free to open another one.