Nest thermostat lost power and heatlink no lights

[rick-willis]

Hi, Our nest thermostat has lost power and the heatlink also has no lights. It is Gen 3 and I have confirmed that there is power to the heatlink but nothing coming out. I have done the trouble shooting steps - resetting circuit breakers, pressing the heatlink button etc and it’s just not responding. 

Please can you assist with resolving the issue. 

Thanks 

Rick 

[Paul_R]

Hi there @rick-willis. I'm really sorry to hear about this, but I'll do my best to help you out. Can you please respond to the following set of questions?

Are you seeing any wiring report or error on the thermostat and/or the app?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
Have you tried any troubleshooting steps before contacting us?
How many zones are present in your setup?

 

[rick-willis]

Hi Paul, 

The app says “offline for over 30 days”.

No maintenance or work has been done on the electrical/plumbing or heating system. The heating hasn’t been turned on for 2 months. 

yes I have been through all the troubleshooting steps. 

the nest controls one zone.  

Thanks Rick

[LarisaL]

Hi there! I just sent you an email, on the email address you have here. Please complete the form from the email in order to proceed further and let me know here once it's done. 

Many thanks, Larisa

[AlexD]

Hi, I wanted to check in. Did you get the email from my colleague? Let me know if you filled out the form.

[rick-willis]

Hi Alex, thanks for the message. Yes I have just filled out the form. Thanks for all your help. Rick 

[LarisaL]

Found it. I just sent you an email, please reply to it with your answer.

[AlexD]

I see you replied to my colleagues email and replied. I'll get back to you over email  with further information. 

[UanaC]

Hello there! Just checking in, did you have the time to look over the email my previous colleague sent you?

Many thanks, Oana.

[UanaC]

Hey there, 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, Oana.