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Nest Thermostat Heatlink Not Working

AndrewHird
Community Member

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?

20 REPLIES 20

AlexD
Community Specialist
Community Specialist

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?
 

AndrewHird
Community Member

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

AlexD
Community Specialist
Community Specialist

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?

AndrewHird
Community Member

Hi Alex, please contact me on the registered email address - #.

AlexD
Community Specialist
Community Specialist

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.

AndrewHird
Community Member

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

AndrewHird
Community Member

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.

Vladut
Community Specialist
Community Specialist

Hi there, just checking in with you. Did you manage to check the last message or the email which has been sent?

Paul_R
Community Specialist
Community Specialist

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.

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.

Paul_R
Community Specialist
Community Specialist

I'll resend the email right now. Let me know if you received it.

583F2A41-FB53-470B-8C88-6F5610BAC8C1.jpeg

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 

OannaCG
Community Specialist
Community Specialist

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. 

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

Vladut
Community Specialist
Community Specialist

Hello Andrew, I just saw the email and replied to it. Can you please have a look?

OanaC
Community Specialist
Community Specialist

Hi there, Andrew! Just checking in, do you still need help?

Paul_R
Community Specialist
Community Specialist

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!

AndrewHird
Community Member

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

RXShorty
Gold Product Expert
Gold Product Expert

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? 😊

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