Nest heat link offline

[JayDee99]

Hello, our Nest thermostat has been offline for the last few days. We have tried multiple restarts and power offs without any luck. An electrician has checked and advised that the heat-link is not working and needs replacing. Could you please help? 

Regards, 

JD 

[george_t]

Hi @JayDee99, thanks for reaching out. I'm sorry to hear you're experiencing this issue, but we'll sort this out together. Let's start with a few questions:

What type of Nest thermostat do you have?
Did the issue happen during installation or after installation? Was it installed by a Nest Pro or by a regular installer?
Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate 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, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
Have you tried any troubleshooting steps before contacting us?
How many thermostats do you have?

[JayDee99]

Hi, thanks for getting back to me. Please find the requested information below.

• Nest Learning Thermostat - gen 3
• Not sure of the installation details as it was installed before we purchased the property 
• No lights on the heat link. No response from the boiler on using the manual switch.
• No error in the app or the console
• No recent power cuts
• No changes to the heating or plumbing system
• Switched off the power supply to the entire house and restarted
• Just a single Thermostat

More details from the app below

Model: Display-3.4
Back plate model: Backplate-6.5
Serial no.: 09AA01AC351905LG
Device ID:
Software: 5.9.5-2
Updated: 16 Mar 2022 15:07
Wi-Fi MAC:
MAC: xxx
IP: xxx
Last contact: about 30 days ago
Battery: 3.69 volts

[DragosC]

Thank you. We've sent you an email. Please follow the steps from it and let me know when you're done. 

[JayDee99]

Thanks for getting back. I've submitted the form from the email with the required details.

[DragosC]

Thank you so much for helping us diagnose this issue. From this point on, we'll set up a replacement for your unit. It looks like your area is covered by our installation partner BOXT, who offer next day installation services. We can send you the information required to book your replacement device with them; please note that choosing this option will require a credit or debit card only as part of the booking process, but no charge will be applied. Please check your email for more details.  Should anything else come up, we're just a message away. Have a great day ahead and stay safe!