Nest learning not connecting to heat link

[Flockey]

Hi all, 

I’ve recently moved into a house that came with a heat link wired to the boiler and a nest learning thermostat in the kitchen. Once we got the wifi set up I’ve tried to connect them but only get a H71 error message saying they are not connected. 

Followed all help/guides online including;

- Push and hold heatlink button for 10s to reset

- Attempt reconnect/reset pairing

- As above but moving the thermostat next to the heatlink

- As above but with a 30s button push 

- Replace heatlink function using 6-digit code

All with no joy. Any advice or tips before trying to get someone out?!

Thanks in advance 

[AlexD]

Thanks for reaching out here @Flockey . I would be happy to try and assist with.

Could you tell me what color LED you see on the Heat Link at the moment? Also, do you have any information since when the device was installed at the location and if it worked as expected in the past? 

[Flockey]

Hello, @AlexD thanks for the reply. Heatlink only has the blue blinking light. When I press the central button for manual/override a green light comes on for the CH and hot water. But all other times the status light is just flashing blue. 

It’s no older than 2019 as the people before us did the house up and installed it. It was working completely fine when they were still there (a week ago). When they moved out/disconnected the internet it seems to have given up?!

[AlexD]

Thank you for the information. Let us try some steps to see if we can get them to reconnect. Make sure to follow these steps in order:

1. If the thermostat is on a stand, bring it as close as possible to the Heat Link and make sure to connect the thermostat to power.

2. Turn off the Wi-Fi and any other appliance in the area that could cause interference. Once we get it to connect to the Heat Link we can try and connect it to the Wi-Fi. 

3. Take the display off the thermostat base and squeeze it in your hands for 10 seconds. It should turn off and then turn back on again asking to be placed back on the base. Repeat this process two more times.

4. Go through the setup if it asks to be set up and skip the Wi-Fi.

5. Once it gets to the Heat Link connection part if it does not connect, select the option to replace the Heat Link but don't put in the key again.

6. Go to the Heat Link, press and hold the button on it for 25 seconds then let go. Once done, do it one more time.

7. Now go back to the thermostat, put in that paring key from the bottom of the Heat Link cover and see if it connects.

Let me know what the results are. 

[Flockey]

Tried all of these steps, in order, with no luck. Same issue and error message. Lights on heatlink when on only flashing blue

[LarisaL]

Hi there @Flockey! Could you please go on your thermostat to Settings > Technical Info > Power and let me know the power readings for battery, Vusb, Vin, Iin? 

Many thanks, Larisa. 

[Flockey]

Hi @LarisaL, this is what is currently showing;

Battery 3.938V

Vusb 4.91V

Vin 0.00V

Iin 200mA(c)

[LarisaL]

Got it, thanks. Could you please tell me if you have any pipes or is the boiler right beside the Heat Link? Or maybe a microwave, a cordless phone, baby monitors, bluetooth devices?

[Flockey]

Heatlink wired directly into the boiler, no obstruction’s or anything in between. Boiler in cupboard with Thermostat 1.5m away in main room, again with nothing in between. No tech or other devices etc. 

[UanaC]

Thanks for everything that you've tried until now. I would like to investigate this matter further. Is it okay if I contact you over the email you use here?

[Flockey]

Of course, thanks

[TudorL]

Great, I've just sent you an email with all the necessary details. Let me know when you've gone through it.

[AlexD]

Hi, I wanted to check in. Did you receive the email from my colleague? Make sure to let me know. 

[Flockey]

Hello,

Yes, received and replied to/form filled out

[AlexD]

Thanks, I found the form you submitted but the serial number from it is not the display one that we need. Please fill out the form one more time and make sure to include the display serial number starting with 09A. You can locate it on the back of the thermostat display if you take it off the base. Let me know once you have. 

[AlexD]

Hi, I wanted to check in. Did you see my last message? Make sure to let me know. 

[Flockey]

Hi @AlexD, I hadn’t seen your reply. Will have a look when I get back in later today. 

[AlexD]

No worries, just make sure to let me know here once you do. After, me or one of my colleagues will continue to assist.

[Flockey]

@AlexD Serial number submitted on a new form

[AlexD]

Thanks, I found it. I'll reach out soon over email with more information. 

[LarisaL]

Hey there, I saw that the discussion continued over the email 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, Larisa.