Nest thermostat h71 and heat link has no lights - how to get fixed/replaced?

[lanternrouge67]

Had system since 2019 (I think) the heat link has lost contact in the past and been reconnect-able using the advice on this forum.

This evening it just stopped working and has no lights and is unresponsive to the button press and hold procedure.

Seems it is defunct.

How do we get it replaced? Odd a piece of electrical equipment can just stop but hey ho.

Please can you help/advise?

[lanternrouge67]

Are we still able to use the Boxt service to replace the faulty heat link? See https://www.googlenestcommunity.com/t5/Blog/UK-amp-European-countries-Heat-Link-replacement/ba-p/244...

Seems like Google accepted the devices were faulty nearly a year ago. I was not aware of the announcement until today....because it "just worked" (like an old un-smart thermostat used to) but now I see its been an long standing issue.

[lanternrouge67]

Seems like I need a case number and can use that at BOXT.

https://www.boxt.co.uk/boilers/boiler-repair/google

I think I can get the case number via support.google.com

They are not "open" til midday UK time so I'll update after that.

[LarisaL]

Hi there, thanks for reaching out! I'm so sorry to hear about this situation. Did you manage to contact our live support or you want to continue here?

[lanternrouge67]

Yes! I rang this number 08081692307 and got thru very quickly. The support contact opened a case and sent me a link to the BOXT site. 

Quite a breath of fresh air so well done Google 😁

[lanternrouge67]

BOXT engineer on their way on next week. This is fine as the weather is warm and the immersion can service the hot water till then.

[LarisaL]

I'm glad to hear that! Is there anything else I might help you with?

[AlexD]

Hi, just wanted to check in. Is there anything else you need assistance with? 

[LarisaL]

I haven't heard from you in a while 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.