No hot water

[AndyG1]

After a couple of years of my Nest working with no problem I’ve now got no hot water.  The thermostat says the water is heating but with a grey screen and no hot water.  If I turn it on via heat link it says that it’s working on manual - with an orange background - but still no hot water.  Heating is fine.  I’ve reset the thermostat completely and everything says it works.  Anybody got a clue?  It looks like others have had the same problem but I couldn’t see a clear solution, thanks!

[Paullomax]

Same. It’s absolutely ridiculous. Also the schedule doesn’t work! 

[CristianC]

Hey @AndyG1 and @Paullomax,

I'll do my best to get this sorted for you. Please log in into your Nest app and go next to your Heat Link. Boost your hot water, wait for 2 - 5 seconds, and stop the boost. Let me know if you can hear a click sound coming from the Heat Link. You can do the same test for the heating part. 

[AndyG1]

Hi - thanks.  Yes, I hear a click.  I had a plumber come round and he heard the click when I boosted the water.  He checked the valve on the pipe and it seems fine - the spring is working and we can open it manually.  But something between the click of the Heat Link and the valve isn't working??

[Paullomax]

Boosting works fine

[CristianC]

Hey @AndyG1. It sounds like the issue is somewhere between your Heat Link and boiler. Did the plumber check the wires?

Hey @Paullomax. Is the issue with your schedule only? Please check if your hot water schedule is enabled on your thermostat. 
 

[Paullomax]

The hot water schedule works intermittently. I spent about 6 hours going back and forth with nest support checking every setting and option and so far they are stumped. It seems many people have had hot water problems since the last update.

[Paullomax]

I just had a response after it was escalated:

”We have an update from our senior team. Please try to  reset the thermostat schedule (Settings -> Reset -> Reset Schedule). After that, you can try to add an intermediate schedule point for Hot Water since the one in the photos is the default one and check again if the issue still persists. You can also check on the display when boosting if the hot water icon is present. ”

[DragosC]

Thanks for letting me know @Paullomax.

If you already have a case open with the senior support team, I suggest keeping in touch with them as they're more able to assist you on this than we are.

[stoff]

After years of untroubled service, I now have the same problems described here and on the previous (lengthy and now locked) thread about the same issue.

I too suspect that it is fundamentally a software issue from the November update, even if my problem only started last week. 

The heating seems to be working fine but, randomly, the morning hot water schedule failed to kick in one day so we had lukewarm showers that day. It boosted OK once we realised there was a problem and worked OK the rest of the day and since. With just another couple of random drop outs in the interim.

I read the entire other thread and tried the most common suggestions for a remedy. I have checked through all the settings on the app and thermostat, restarted the Heat Link, reset and re-entered the hot water schedule, verified that the Heat Link responds to the calls for both heat and hot water with the necessary click (on and off) etc.

I didn't get what people were talking about when they mentioned the greying out of the Hot Water icon in the app, but I got that for the first time last night too and now understand. On one of the problem occasions I had the icon showing 'On' in orange but no hot water being produced.

Its worked fine, so far, yesterday and today and generally is mostly working, which makes it seem unlikely to my mind that it is a valve issue. That does seem to have been the explanation for a number of complainants, but by no means the majority, and I think I read that one who replaced their valve had the same problem return anyway.

I have been a big fan of my range of Nest products but these frustrations really taint the experience and will influence whether I replace like for like when the time comes to do so.

[DragosC]

Thanks for letting me know @stoff,

Also, thanks for your detailed description of the issue. In this case, please clarify with me if the issue is just with the hot water or with the heating as well and if you've checked the Home/Away settings as they can interfere with the normal schedule functioning. Please try the following steps and let me know how it went:

• Go into the mobile Nest App:
• On the main screen, not on the thermostat's screen in the app,  access "Settings" => Home/Away assist => What decides if you're home => Turn off the phone's location and the product's motion sensor. Make sure all the settings are set to "No"
• Clear all the schedule:
• Go into the Nest App => Thermostat's screen => Schedule => Clear all the red set-points, make sure the schedule's screen is blank, without any set point.
• Restart the thermostat accessing the actual thermostat's "Settings" => Reset => Restart

[CristianC]

Hello again. Just checking in. How's it going with your thermostat?

[AndyG1]

Hi - in the end it died...we've just had an electrian/plumber out who knows about Nest and he's replaced it with a next generation thermostat.  Not sure what the problem was - we've been having some work done which may have impacted it, but all back up and running, albeit with new thermo.

[CristianC]

I'm glad to hear the new one work perfectly. I'm going to lock this thread. Should anything come up, feel free to open a new one.