Nest Thermostat Heatlink failure - confirmed by boiler tech and electrician

[dgnest]

The heatlink failed completely leaving us without heating. 

First we had a boiler expert check and then an electrician. The heatlink has totally failed. Its only around 2 years old. Please help.

[CristianC]

Hi there,

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?

[dgnest]

Thanks CristianC 

Just to be clear we were without heating in winter so we had to get this replaced, and my original contact to you here went unanswered. I have the faulty unit to return for refund,

In answer to your specific questions:

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

There was a total power failure on the unit, so none of this was applicable.

How long has your thermostat been installed for?

2 years

Did the issue happen during the installation?

No

Is there any error on the Nest thermostat display?

There was an e37 I believe 

Have you had any power cuts recently?

No

Have you had any work done on your electrical or heating systems recently?

No

If yes, was the power properly restored at the fuse board after work was done?

n/a

How many zones ( thermostats ) are present in the setup?

1

Please let me know how to proceed. 

Thanks 

[AlexD]

Thank you for all the information. To proceed I would like to create a case for you. To do this I would need to reach out to you. Would it be ok if I used the email that you are using on your forum account?

[dgnest]

Yes no problem thanks, and we can resolve this thread once sorted. 

[AlexD]

I sent you an email. When you are able check for it and we'll take it from there. 

[dgnest]

Thanks for sending the form link.

I have already fill out one of these a few weeks ago but received no response. How can we check that doesn't happen this time? 

Thanks

[AlexD]

Thanks for letting me know. Yes I did manage to locate it. It seems it has the required info, except the display serial number starting with 09A. Seems we have the base serial number starting with 10B. Fill it out one more time but make sure to include the display serial. You can find it on the back of the thermostat display if you separate it from the base. Once you have just let me know. 

[AlexD]

Hi, I wanted to check in. Did you get the chance to fill it out again? Let me know once you have. 

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.