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Nest Heatlink lost power, this is the second Heatlink to break down in 6 months

rgaila
Community Specialist
Community Specialist

‎08-30-2021 07:49 AM

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Paddy Crotty  

 

I am very disappointed that my second Heatlink which controls my upstairs heating and water has now died and has no power, similar to what happened my other Heatlink which controls my downstairs zone only 3 months ago. I have had my plumber and electrician out to look at it and they have said that there is power going to the Heatlink but the Heatlink is broken and needs to be replaced, as was the case with my upstairs Heatlink. 
 
This is extremely disappointing and has me seriously doubting the performance of the Nest heating control system and whether it is for for purpose. 
 
When the last one broke I got a replacement but it took almost 1 month from notification to Google to installing the new Heatlink and I had no hearing for all that time. I hope for a much faster response than last time.
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rgaila
Community Specialist
Community Specialist

‎08-30-2021 07:51 AM

Hi Paddy,

 
Thanks for reaching out. We're sorry to hear you're experiencing this issue. These are usually caused by powercuts or electrical work done on the heating system.  Let's check a few things:
  • What type of Nest thermostat do you have?
  • When was it installed?
  • Did the issue happen during installation or after installation?
  • Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing Manual Mode?
  • Are you seeing any wiring report or error on the thermostat and/or the app?
  • Have you had any recent power cuts in your area? If yes, document the answer to the following questions.
  • How long ago was the latest power cut?
  • How often do these power cuts occur?
  • How long was the power off for? (Be specific.) Do you get an error after each power cut?
  • Has the thermostat been on since this power cut?
  • Have you recently had service or maintenance on your electrical, plumbing, or heating system?
  • If yes, how long was the power off for? (Be specific.)
  • Have you tried any troubleshooting steps before contacting us?

Let me know so I can properly help you.

 
-From Andreaa C, Community Specialist.
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