Nest not heating water - need immersion on constantly

[CDale44]

Our Nest thermostat is not heating our water. To get hot water we need our immersion heater on all the time. I'm not sure this should be the case? Our heating works fine through Nest, but when we turn the water on/boost it, nothing happens. The boiler does not activate. The app shows that the hot water is on (orange screen) and the heating schedule is enabled on the thermostat.

Ant tips would be much appreciated 

[CDale44]

Just to add- we have a third gen Learning thermostat, not first gen

[luciaaa]

Hi, @CDale44,

Thank you so much for reaching out to the community. I’m truly sorry the water is not heating. I’m happy to help you and find a solution.

To provide the best assistance, please share the following information:

• Do you have a system or a combi boiler? Is the control On/Off or Opentherm?
• When did the inconvenience start?
• Has there been any recent work done on your thermostat or heating system?
• Were there any power outages?
• Have you tried any troubleshooting steps so far?

While you gather this information, please try the following troubleshooting steps:

• Disable your heating schedule: Temporarily turn off your heating schedule.
• Check Bacteria Prevention: If Bacteria Prevention is enabled, disable it by following the instructions in this article: Turn Bacteria Prevention on or off.
• Verify Manual Mode: If Manual Mode is on, you should see three solid lights at the top of the Heat Link. If this is the case, please turn off Manual Mode by pressing the Heat Link button once.

Please let me know how it goes.

Best regards,

Ana