Nest loses connection to heatlink

[Jonjp]

I have 3 heatlinks and 3 Nest thermostats. One thermostat works well. The other 2 were losing connection to the heatlink until we had a service guy come last week  - he did a re-pairing and they all worked. But now one of them has started dropping out again. Winter is coming on here (Australia) and we need the heater! Any suggestions?

[orellanaortiz]

Hi Jonjp, 

Thank you for posting, I am sorry for the situation with one of your Nest Thermostats, help’s here.

To get started, let's try restarting both the Nest thermostat and the Heat Link. You can find the steps here:

Restart or reset a Nest thermostat. 

How to restart Heat Link or reset it to factory defaults


To help us diagnose the issue further, I have a couple of questions:

• Are the Heat Link and display on the same floor?
• What is the model of your Nest Thermostat?

What is the distance between the Heat Link and Nest thermostat?


Keep us posted.

Regards,

Angel

[orellanaortiz]

Hi Jonjp,
 

Thanks for your efforts troubleshooting with us. Since distance isn't affecting connectivity and the restart didn't resolve the issue, let's try some additional options:
 

Verify wireless interference: Let's verify there isn't any wireless interference between the Heatlink and Nest Thermostat by following these tips: Troubleshoot wireless interference.
 

Reset pairing:

1. Reset the Heat Link by pressing its button for 20 to 30 seconds or until the light is slowly pulsing blue to show that it's ready to be paired.
2. Scroll through the error on the display and choose Reset Pairing.
3. Wait a moment while the thermostat connects to the Heat Link.
    

To help us diagnose the issue further, I have some additional questions:

• Are you receiving a specific error code?
• What is the color of the light on the Heatlink?

Let us know how it goes.
 

Regards,
 

Angel

[Jonjp]

Hi Angel,

Still no luck.

I did the reset pairing. The heat link pulsed blue (previously it showed the top light orange, and the other 2 green). I took the Nest right up to the heatsink but it wouldn’t connect. It just displayed “Heat link connecting” continuously. No error messages.

Cheers...Jon

[orellanaortiz]

Hi Jonjp,

I apologize the reset pairing  and troubleshooting steps couldn't fix the disconnection issue with your Nest Thermostat. Thanks for your patience and cooperation throughout this process.

To help us diagnose the problem further, we'd like to get some additional information from you. Here's a quick form you can fill out. 

Thanks for giving us the opportunity to help.

Kindly,

Angel

[Jonjp]

I've fill in the form Angel. Not that it gives you any more info than you already have!

[Jonjp]

Hi Angel,

(I replied to this message that came to my email, but it bounced!

I think you left off a link in your email ('Restart or reset a Nest thermostat’).

Anyway, we have already done that. Let me give you some background:

We have 3 heat links and 3 Nests - all on same floor.

Two were frequently disconnecting so we had a service guys come out and he did a factory reset for both. One now works reliably, the other doesn’t.

I don’t know how to tell the model name but it says ‘Amber-2.5’ on the display. I think it is a European Nest.

Distance to problem heat link is 25 m (it’s the furthest away from the heat link).

You might be thinking that distance is a problem, but they have worked fairly reliably for 4 years and the other day I took the Nest off the wall and walked it to beside the heat link while it was trying to connect, and it still couldn’t connect.

Grateful for any help you can give.

Cheers…Jon