No hot water unless use manual setting

[Andyjpower]

Hi,

For over a week now our hot water setting on the app or on the thermostat won't set the boiler off to heat water.  We can still turn on the central heating form the app and thermostat but only way we can heat water is by pressing the manual button on the Heat Link.

We have had the system for 5+ years without any problems.  Tried resetting and still the same.  The app will let me use the boost function, and show orange as though it is happening, but it isn't heating water.

Ideas ?

[UanaC]

Hello there! Thanks for posting. I'm sorry for any inconvenience this may cause, but I'll do my best to help. Can you please let me know if you see a black droplet in a yellow circle on your thermostat display?

Thanks in advance, Oana.

[Andyjpower]

Hi.  When we switch the boost on there is a red droplet but there is no black droplet in a yellow circle if on or off.

Andy

[UanaC]

Gotcha. Let's try to perform a click test and see if this behavior is because of the Heat Link. Therefore, please go by the Heat link with your Nest app device and do the following steps: using the Nest App, make sure the display is black and boost the hot water, the screen should change into orange and listen for a click from the Heat Link. Then turn off the hot water (the screen should turn black) and listen for the "click" sound. Let me know how it went afterwards.

[Andyjpower]

Can hear a click when turning on and off.

[LarisaL]

Hi there @Andyjpower! In this situation, since you hear the clicks, it looks like the Heat Link is working as expected. What we recommend is to call an installer to check your system because it might be another part of your system that is at fault, maybe a valve or maybe something else. We also can suggest a continuity test on the Heat Link just to double check it, but since you mentioned you have the thermostat for 5+ years, that means the thermostat is out of warranty for a while and we can't replace it. 

Many thanks, Larisa. 

[LarisaL]

Hi there, just checking in with you. Did you see the message from above?

[Andyjpower]

I did.  I’m still unsure it’s the system as the water will heat up if we press the manual button.  I have a plumber coming next week anyway.

[LarisaL]

Understood. In this case, you can ask the installer to perform a continuity test on the Heat Link as well, just to double check it. If you wish I can send you the steps via the email or you can contact our live support on chat or phone and they will help you and guide you during the continuity test. I will leave here the link that will take you to our support live options.

[UanaC]

Hello there! Just checking in. Did you see my colleague's previous message?

Regards, Oana.

[LarisaL]

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, Larisa