Nest thermostat and heatwave link not working

[Brownie]

Hi - see the previous thread https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-thermostat-losing-power/m-p/208863#M418...

I have now managed to locate the heatlink box - there are no lights on the device and despite pressing the button for over 10 seconds it appears to be totally unresponsive - any suggestions or is it broken? 

[AndaD]

@Brownie, thanks for reaching back. I'm sorry that the issue persists, but together we'll find a way of sorting it out. Please help me out with some answers so I can add everything to your case. 

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)
Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

[Brownie]

Hi 

Thanks for responding: in answer to your questions….

no lights on the heatlink device.

Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode? - I have pressed the heatlink button but there seems to be no response at all. 

Are you seeing any wiring report or error on the thermostat and/or the app?

Thermostat doesn’t have power either? 
last error code was on the link I posted previously….

Have you had any recent power cuts in your area? If yes, has the power been restored? Some time ago and power has been restored now. 

Have you recently had service or maintenance on your electrical, plumbing, or heating system? 
-No
If yes, how long was the power off for? (Be specific.)
Could you tell us please if you've checked on the breaker switch and fuse box? I have checked and switches to both the thermostat and the boiler are shown as being on. 
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

yes I have tried - no difference 

[AndaD]

@Brownie

Thanks a lot for all your contribution, really helpful. I'm going ahead and send you an email with some steps that you need to follow in order to be authenticated. 

[AndaD · Accepted solution]

@Brownie

Your account was successfully authenticated. Thank you so much for helping us diagnose this issue. From this point on, we'll set up a replacement for your unit. It looks like your area is covered by our installation partner BOXT, who offer next day installation services. We can send you the information required to book your replacement device with them; please note that choosing this option will require a credit or debit card only as part of the booking process, but no charge will be applied. 
 

Rest assured, an email with details will be sent where the entire process is explained and it will guide you through everything so that we get things up and running in no time. We appreciate your cooperation.

[AlexD]

Hi, I wanted to check in. Anything else I can try and assist with? If so, make sure to let me know.

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!