Nest heat link replacement

[JohnOGrady]

Hi, I have a problem with my heat link which has been working reliably until last week. There is 240 volt supply, with no lights on, tried the 30 second button press, tried turning the power off for 10 minutes to see if that helped but nothing has worked, I think this needs replacing, please can you let me know what I need to do to get a replacement,

[Vladut]

We'd love to investigate this further — please fill out this form so we can gather your details securely and let us know once you've done it: https://bit.ly/3oVDg4g . Make sure to include the display serial number starting with 09A (3rd generation thermostat)/15AA(Thermostat E), the email associated with your Nest account and your full post address.

[AlexD]

Hi @JohnOGrady , I wanted to check in. 

Do you still need assistance with your device?

If so make sure to fill out the form my colleague suggested and let us know here once you have.

Make sure you include your username in the "Social handle" section, else we won't be able to locate it once you do.

Best regards,

AlexD

[RobG]

Hi my Google Nest Learning thermostat 3rd generation stopped working after 2 years with no issues. Checked Heat Link 240volts to unit but no lights shown. Turn main switch off then on still no lights. Tried pressing reset no response. Also noted no power at T1/T2. Charged thermostat but thermostat could not connect to Heat Link. How do I get a replacement Heat Link. Robert  S/N 09AD01AC04190CY1 Item: T3031EX

[Mandrews]

Hi, my Google Nest Heat Link has stopped functioning (no lights) after 18 months. The boiler engineer has checked and there is 240v power going to the unit and 240v coming out, but the heat link is not functioning at all.  I've moved the Google Thermostat closer and tried to reconnect but I'm getting nothing.  I've also tried to reset the Heat Link but as I have no lights, I cannot tell if it is doing a reset.  Please help! Can provide s/n if needed. Many Thanks.

[RobG]

Hi Mandrews, my thermostat had the same faults. I contacted Google Nest Support via their chat room eventually managed to receive a free replacement Heat Link which I have fitted and all is working correctly. 

[Kevm]

My issue is slightly different. After years of working, yesterday I had the error cannot connect to heat link. After doing a factory reset (20 seconds) it was able to connect ok. Now this morning it’s lost connection again and I had to have a few goes before it would reconnect. Any suggestions welcome! Do I need to replace the ‘heat link’ ?

[RobG]

My thermostat is a 3rd generation and I lost the 12v power supply as well as any connection to the Heat Link. I contacted Google Nest via their chat room and after a frustrating 2 days waiting for return calls (that never happened) I eventually was sent a replacement Heat Link. My system is now working correctly. I read that the 2nd Generation has batteries inside the thermostat and that can cause connection problems? Just a thought.  But I would try the Nest support just be patient.

[Kevm]

I tried the chat room, got through fine. After a few questions it was decided that there was interference between the thermostat and the heat link which was the cause, and I was recommended to bring them closer together. This is unlikely since nothing has changed (regarding interference) in the last 5 years, and I cannot simply move the thermostat nearer the airing cupboard - it's been on the hall wall since installation.

Seems the Gen 2 heat links are no longer available, so the only recourse is to buy a new Gen 3.

I think I'll look at the market to see what other options there are before investing again in Nest.

[AlexD]

Hi @RobG , I am glad to hear you managed to get in touch with my colleagues to get things back on track. 

Hi @Kevm , you are correct the second generation devices have been replaced some time ago by the third generation. They may only be available as old stock or on the second hand market for different retailers. I am glad to hear you managed to get in touch with my colleagues to do some troubleshooting with them. While it may seem unlikely it is possible that something has changed in the environment as more devices now use Wi-Fi and may cause interference. If possible you can see if it is possible to set up a wired connection to the thermostat from the Heat Link or perhaps having it mounted on a stand, which will allow you to move it around to test if it has a better connection in different location.

Best regards,

AlexD

[Kevm]

Hi Alex,

I switched attention to the thermostat, even by having it close (i.e. less than 1 meter) from heat pump it wouldn't connect.

So I long pressed the thermostat display which appeared to reset it. Following this it reconnected to the heat pump and is now working again with it back in original position on the wall in the hall.

Too early to say for sure, but I'm optimistic this reset of both the heat link and the thermostat might be a fix for my problems. 

Regarding WiFi interference, from the available documentation this might occur in the 2.4ghz band, but any new devices I've added recently at 5ghz.

[AlexD]

Thanks for keeping us posted here @Kevm . With interference it is always harder to pin it down. I am glad to hear it's back up and running currently.

Keep an eye on it for now. See if it happens again if there is any pattern to the disconnection like using a particular appliance, device, or a certain time of day.  

If anything comes up, let me know. 

[RobG]

I contacted Google Nest via their chat room and received a free replacement. Mine is 2 years old. 

[Andischo]

I have exactly the same problem as John and RobG. After 20 months the heatlink is broken, 240 volt is there, but no lights. Reset does not help. Is there any chance to fix this? 

[AlexD]

Thanks for letting us know here @Andischo . 

If you have not already check the breakers and switches at the location, to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch on it. Confirm it has power, it should have a display or LED that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power to the Heat Link off for a few minutes and then turn it back on. See if it has any reaction after when you press the button on it.

Best regards,

AlexD

[Andischo]

I tried everything. Breakers and switches are ok. The boiler is also fine. I checked the voltage in the heatlink, there is. Turned off the heatlink for a few minutes. Nothing happens when I turn it on. No reaction after press the button.

[AlexD]

Thanks for trying @Andischo . I'd like to investigate this further please fill out this form so I can gather your details securely, and let me know once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A for the 3rd generation or 15A for the E version, the email associated with your Nest account and your full post address. Make sure to include your forum username in the "Social handle" when filling it out.

[Guffogg]

Hi all, I’m having the same issues. Overnight, my heat link has stopped working. No lights visible and after attempting a reset several times, nothing. I’ve tried everything suggested above without any luck…

[CristianC]

Hi @Guffogg,


Thanks for reaching out. 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 are present in the setup?


Regards,
Cristian

[Guffogg]

Hi Cristian, 

Thanks for getting back to me. In response to your questions:

How long has your thermostat been installed for? Approximately 3 years

Did the issue happen during the installation? No, everything has worked fine since installation 

Is there any error on the Nest thermostat display? Yes, it says ‘H71, your thermostat can’t connect to the heat link and canst control your heat. Try moving your thermostat closer to the Heat Link, then choose CHECK AGAIN. Nest.com/h71’

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 are present in the setup? One

many thanks

Danny

[CristianC]

Thanks for the details @Guffogg — please fill out this form so I can gather your details securely and let me know once you've done it: https://bit.ly/3oVDg4g. Please include the serial number of the thermostat, your full shipping address and the email address linked to your Nest account. Don't forget to put in your username as well.

[Guffogg]

Thanks Cristian. I’ll filled out the form.

[CristianC]

Great. I transferred your case to our senior team for review. They'll contact you with a resolution in the next 24 - 48 hours.

[CristianC]

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

[Guffogg]

Morning Cristian, thanks for following up. I spoke to a colleague of yours from the customer care team. I’ve received a replacement product so I’ll be returning the old equipment to you within the next few days. Thanks for all your assistance, appreciate it. 

[James_Moore]

Hi I have just had the same issue with my heatlink and has stopped working. I was wondering how do I get a replacement? 

[CristianC]

Hi @Guffogg. I'm happy to hear that everything is back on track now. if anything comes up, let me know. 

Hey @James_Moore. Can you try the troubleshooting steps I posted above?

[YvesU]

Please Help!

Hi my google nest leaning 3rd gen thermostat has stopped working,  I have tried all the factory reset as advised on the nest troubleshooting page and it’s still not responsive checked the power and it has 240 v in and out. It’s been a whole week now! 
serial- 09AD01AC37200283

 it shows this and when I go to set the date it says restarting will be back in a bit and just turns off it’s driving me crazy please help 

[CristianC]

Hey @YvesU,

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?


Regards,
Cristian

[CristianC]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.