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Nest heat link dead [Amber-2.5 model] [Unable to contact support]

wfowlerm
Community Member

It appears that link others my nest heat link as died in the last 24 hours.

Following from other fault finding;

Hub does not light up, no connection.

Power into unit checked and confirmed good at terminals 240v.
Measured output on 12v connections and only 1.5v measured.

No lights on unit after multiple power cycles.

10 seconds and 30 second reset attempted.

Went offline 14 hours ago according to app.

Also no change after 10 second reset hold.

No changes to wiring. Boiler power is good. No power cuts.

Unit displays single orange light on connection to USB power.

 

When trying to contact support it just says try again inside support hours.

12 REPLIES 12

wfowlerm
Community Member

Managed to get through to a very helpful support agent this morning who is escalating the case to be addressed.

Fingers crossed for some progress.

AlexD
Community Specialist
Community Specialist

Hi @wfowlerm . I am sorry to hear you were facing this behavior with your thermostat and are happy to hear you managed to get in touch with my colleagues. 

 

Rest assured they will do their best to assist you, get things back on track.

 

If anything else comes up feel free to let us know here or contact us again.

 

Best regards,

AlexD

paulcarson
Community Member

Im also having exactly the same issue with my Amber-2.5 heat link, it is getting 220v ac ok but is dead and is not providing any power to my thermostat, ive tried holding button down to reset but nothing. after 1 1/2 years id expect more. Not happy considering my dumb non wifi connected thermostat lasted 20+ years. Google contact me!

AlexD
Community Specialist
Community Specialist

Hi @wfowlerm and @paulcarson . I am sorry to hear you are both having difficulties with your devices. I'd be happy to try and assist. 

 

If you already checked the power and it looks good, no breakers tripped, try and power cycle the Heat Link. If you are comfortable in doing so turn the power off to the Heat Link for a few minutes and turn it back on after. See if it has any reaction then when you press the button on it. 

 

Best regards,

AlexD

paulcarson
Community Member

I called Google UK today and Street forty mins of the most depressing classical music on hold I've ever heard I got through to a lovely guy. 

My device is out of warranty about 6 months but he agreed to get someone to call me back within 24 hours to arrange a replacement as a good will gesture. 

 

For now I have pulled the cables out of pin 2 and 3 and wired it up to a switch so I can at least turn the heating on and off until I get replacement. 

 

Will let you know when I get this. 

AlexD
Community Specialist
Community Specialist

It is great to hear you managed to get in touch with my colleagues @paulcarson . We are currently dealing with a lot of contacts so there might be some delays in our replies. Sorry for any inconveniences caused. 

 

It is good to hear things are back on track. Do keep in mind that as we are dealing with a lot of contacts it may take a bit longer then expected for my colleagues to reach back out to you, but rest assured that they will as soon as they are able. 

 

If anything else comes up make sure to let us know here. 

CristianC
Community Specialist
Community Specialist

Hi @paulcarson,

Just checking in. How's it going with your Heat Link?

Regards,
Cristian

wfowlerm
Community Member

Once I reached support by phone they were very helpful.

Ran through the troubleshooting and they agreed the unit heatlink was dead.

Replacement arrived 2 days later and all good since then. (Except separate issue with eco mode with home/away detection)

Janiep1969
Community Member

Hi I have same issues. Do you have a contact email or phone number for the Nest support so I can ask advice. 
my unit less than 3 yrs old and completely goosed.  Thanks so much 

AlexD
Community Specialist
Community Specialist

 Hi @Janiep1969 . I am sorry to hear you are facing this behavior from your device. 

 

Should you wish to get in touch with us directly over phone or chat you can use the information in this link: https://bit.ly/3apBRyV . Just make sure to select a different country if needed, it is set to the UK at the moment. Both chat and phone at +44(0) 808 169 2307 between 08:00 - 19:00 weekdays and 09:00 - 17:00 weekends. 

 

I would also be happy to try and assist you. 

AlexD
Community Specialist
Community Specialist

Hi, I wanted to check in. Did you manage to get in touch with my colleagues? If you need any further assistance, make sure to let me know.

AlexD
Community Specialist
Community Specialist

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.