Nest thermostat heat link

[Johnomara]

Hi there 

My fathers 3rd gen heat link has also stopped working, no lights or any activity, and confirmed faulty by an electrician - he has asked me to see if it is possible to get a replacement. He is based in Ireland.

Can you help please?

Best regards 

John

[AlexD]

Hi @Johnomara .

If you have not already make to check all breakers and switches at the location, to make sure nothing has tripped. If it all looks good, your electrician already checked, make sure to also power cycle the Heat Link if you have not. Turn the power off the the Heat Link for a few minutes and after turn it back on. See if after it has any reaction when you press the button on it. 

Regards,

AlexD

[Johnomara]

Thanks AlexD.

 I’m not close to the unit itself / it’s my dads and he lives alone in another country, and not so tech savvy. All he knows is that the electrician told him it was dead (whilst the thermostat itself is fine). I was wondering if there is any possibility to purchase replacement heat-links? It seems odd that they are not separately available.

[AlexD]

You are right, we do not have the units for purchase separately. Each Heat Link comes paired with a display. But I will be able to assist you, no worries @Johnomara .

If possible check to see if they tried to turn the power off and back on, they can ask the electrician if they tried this and let us know.

Also a few more things to check:

1. When was it installed?
2. Was it installed by a Nest Pro or by a regular installer?
3. Are there any wiring report or error on the thermostat and/or the app?
4. Where there any recent power cuts in your area?
5. Has there recently been service or maintenance done on your electrical, plumbing, or heating system?

[Johnomara]

thanks for the reply. I believe it was installed a couple of years ago by an approved installer (as part of an initiative by the Irish power company (electric Ireland).

The only message that my dad can tell me is that the thermostat is saying that there is no connection to the heat link. There have been no recent power cuts, etc.

As I said, an electrician has taken a look at it and has not been able to restore the unit: the power going into it is live. The thermostat itself appears to be working.

[AlexD]

Thank you for all the information @Johnomara . 

I'd like to investigate this further, please fill out this form so we can gather your details securely, and let us know here once you've done it https://bit.ly/3oVDg4g . Make sure to include the display serial starting with 09A, the email associated with the Nest account and the full post address. 

Make sure to include your username in the "Social handle" field of the form, so we can locate it once you fill it out.

Since you mentioned it is not your device make sure to fill out the form with their details, name, address, email. 

Make sure to also add your email in the "How we can help?" field, just in case we need to get in touch with you for any additional info, we'll be able to use your email. 

[Johnomara]

Thank you AlexD

i have filled out the form as requested: can you please confirm that you received it ok? For some reason my reply to your last message did not seem to make it online last night.

 All the best

 John

[AlexD]

Thanks for letting me know @Johnomara . I was able to locate the form, no worries. 

I will soon reach out to you over email. Keep an eye out for it.