Nest heatlink not working no lights

[Mattjamesuk]

Had nest 3rd gen with heatlink working no problems for 18 months, now suddenly heatlink is not working, no lights

[vberger_1984]

Same here just stopped working.  I've tried to restart it by holding a button for 10, and 20 seconds, but didn't help. I've checked the wiring and there is power on both L wires.

[CristianC]

Hello @Mattjamesuk and @vberger_1984,

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

[marksyms]

I have the same issue, just noticed tonight that the heatlink has no lights and the thermostat is reporting an H71 error. Check the input voltage to the AC input pins and it's 240V as expected. Tried turning the healtlink power off and back on and holding the heatlink button for 10 & 20 seconds as suggested in the support pages which had no effect. We now have no heating or hot water.

[vberger_1984]

I've raised a ticket on support, and this is still not solved for a whole week. Heating season started and we're living without heating for more than a week. My kids are sleeping in jackets, and support is giving me hard time because I'm from Croatia and I've lost my invoice. Another issue is that I can't get a copy because I don't have access anymore to account which was used for the purchase...

[Stuffs]

Useless in UK, no contact numbers for help, You can’t buy the heatlink on its own without the the thermostat, that’s over £300! There is someone on eBay who can repair them for £30 in the UK, no fix no fee, looks like a common fault, probably a domed capacitor causing the power supply inside the heatlink to fail, awaiting the plumber, will let you know

[marksyms]

I requested a call back from the support website (in the UK) got a phone call within 10 minutes and a new heatlink is being shipped to me even though I'm out of warranty, they're even paying for the installer to come and swap them over. So, thanks and well done Google Support 

[CristianC]

Hello everyone,

I see that you already reached out to Google Nest support. Did you manage to resolve the issue? Let me know if I can help. 

[Mattjamesuk]

Yes, contacted Google who sent out a replacement heatlink 

thanks 

[CristianC]

Awesome. I'm glad to hear that. If anything comes up, I'm only a message away.

[vberger_1984]

Hi, this issue isn't still resolved. I'm in contact with support, and waiting for them to resolve my case and send me a replacement. It seems that the problem is that I'm from Croatia and they don't have official  support for/in Croatia. I really hope that this will be solved ASAP since we're without heating for 10 days now. 

Maybe they think that Croatia is a third world party country, without internet and they didn't expect anyone using their devices here...

[CristianC]

Hey @vberger_1984. I'm hoping that you'll receive the replacement shortly. If you give me your case number, I could look into it.