01-11-2023 07:39 AM
Good afternoon,
My gen 3 Nest Heatlink has recently lost all power and is not connecting to the system. The power has been tested and all power readings are good. There are no lights and the reset process does not solve the problem. How do I get a replacement Heatlink unit?
01-12-2023 01:52 AM
Thanks for reaching out to us here @AndrewHird. I am sorry to hear you are facing difficulties with your device and would be happy to try and assist.
It is great to hear you already checked the power and tried to reset it. Just to check, did you also try and power cycle the Heat Link? To turn the power to it off and back on again. If you haven't and are comfortable in trying this, make sure to do so.
Additionally let me check a few details:
1. When was the thermostat installed?
2. When did you first notice this behavior?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any message on the thermostat display?
5. Did you notice any power cut in the area before this occurred?
6. Did you have any maintenance done on the heating or electrical system recently?
7. Do you have only one or multiple Google Nest thermostat devices at the location?
01-12-2023 10:22 AM
Hi AlexD, thanks for getting back to me.
1 2020
2 18th December 2022
3 Heating Engineer
4 H71 and H72
5 No power cuts in area
6 no maintenance prior to the Heatlink failing
7 just 1 device
regards
Andrew
01-13-2023 01:49 AM
Thank you for all the information. I would like to reach out to you and create a case on my side. Would it be ok if I send an email to the one associated with your account here?
01-13-2023 04:07 AM
Hi Alex, please contact me on the registered email address - #.
01-13-2023 04:16 AM
Awesome, I sent the email, should arrive soon. Once you get it and go through it let me know here or by replying to my email.
01-15-2023 02:41 PM
Hi Alex, form updated from link in the email. I’ve added all the required info including serial number and submitted. What happens next?
Regards
Andrew
01-17-2023 10:21 PM
Hi Alex, updated the form as requested and replied to your email but the email address is not working and isn’t allowing me to respond. This is taking such a long time to sort out and costing a lot of money as I’m having to use the boiler in manual mode. Please can you expedite the resolution.
01-15-2023 05:53 AM
Hi there, just checking in with you. Did you manage to check the last message or the email which has been sent?
01-18-2023 02:15 AM
Hi Andrew! I managed to find the form and now there is one more thing I need to check with you. I just sent you an email with some instructions, please check them and let us know once you manage to reply with the requested photo.
01-18-2023 10:41 AM
hi Paul, just want to confirm I haven’t received an email from you today. Also checked the spam folder and there’s nothing there.
01-18-2023 10:46 AM
I'll resend the email right now. Let me know if you received it.
01-18-2023 03:45 PM
Hi Paul, I’m unable to respond to any of your emails as outlook is blocking it as it regards it as spam. Therefore I’ve attached it here as this is the only way I can get the image to you. What happens next?
regards, Andrew
01-19-2023 01:34 AM
Thanks for letting me know! I've sent you an email, please reply to it and tell me once you've done it. It would be better to reply via email due to the personal information.
01-21-2023 04:30 AM
Please can you confirm receipt of the postal address email. All Google community emails and responses are classed as potential spam and unable to send. I cut the previous content out and hopefully it got through. All my outlook settings reference verification are correct and the issue only affects Google Community emails.
regards
Andrew
01-22-2023 01:11 AM
Hello Andrew, I just saw the email and replied to it. Can you please have a look?
01-24-2023 01:25 AM
Hi there, Andrew! Just checking in, do you still need help?
01-25-2023 01:31 AM
HI there! Since we haven't heard from you in a while, we'll need to close this thread. If anything else comes up, feel free to reach out. Have a great day and stay safe!
01-11-2023 10:27 PM
Good morning, I have recently posted on the forum due to failure of my Nest Heatlink but have not received any response from Google. My Heatlink has lost power with reset not working. My boiler engineer has confirmed the correct power is being received by the unit and the Heatlink is faulty. Please can someone from Google confirm how I can receive a replacement unit?
thanks in advance
Andrew
01-12-2023 01:37 AM
Hi @AndrewHird
Sorry to hear you are having issues.
Checked your older topics and there are some replies but not sure what went wrong.
But did you already reached out to Google Nest Support? 😊
01-12-2023 10:24 AM
Hi RXShorty,
still waiting for confirmation that Google will send a new Heatlink. Thermostat not worked now for over 3 weeks. Do you have a link that will enable me to do this?
thanks in advance