No hot water

[Moni]

Hi - My hot water isn’t working on schedule. It says it’s “on” but the background in the app is still grey.  Also when I boost, again it says “on” but is grey still and there is absolutely no hot water.  Can someone help me please 🥺 

[george_t]

Hi @Moni, thanks for reaching out. The orange light when the hot water is on is an interactive interface. Sometimes it turns orange and shows the ON message, sometimes it just shows ON and remains grey. Do you have a system boiler or a combi one?

[Moni]

Hi George T i’m thinking I have system boiler . today I changed to manual and the hot water worked (simultaneously with the heating on the radiators), but when I changed to boost again, the stove did not turn on 😞

 

 

[AndaD]

@Moni, I'm just checking in. Did you have a chance to see the message my colleague sent? 

[Moni]

Hi Amanda Yes I send a massage today to him 

[DragosC]

Thanks for letting us know. Could you tell us please whether the Bacteria Prevention feature is enabled? Please go into the thermostat on the wall's settings > Equipment > Continue > Bacteria Prevention. Does it say "enable" or "disable" ? 

[Moni]

It’s say enable 

[DragosC]

Thank you. Could you tell us please if going in the Nest app's settings > Hot water > Settings > Is it turned on of off? Could you send us a screenshot from there please? 

[Moni]

 

[DragosC]

Thank you. Could you tell me please if you go with the phone with Nest app on in front of the Heat Link and boost the hot water, can you hear a click coming from it after a few seconds? Same for turning it off? 

[Moni]

Yes I’m hear  a click for starting and off but unfortunately boiler not starting. 😔

[DragosC]

Understood. Many thanks. Could you provide us please with a picture of the wiring underneath the Heat Link's case? Please turn the power off before removing the screw at the bottom of the Heat Link's case and send us a clear picture to see which wire goes into which terminal. Also, what type of heating system do you have? Combi boiler with hot water on demand or system boiler with thermostatic hot water control? 

[Moni]

 

 

[Moni]

 this is my boiler  and I’m thinking it’s combo boiler with hot water on demand. 

[Moni]

 

[AndaD]

@Moni, thanks a lot for the images but the wiring is a tiny bit unclear. Would you mind providing me a few more pictures of the wires which go into the Heat Link terminals? Make sure to capture them from underneath as it will help us see better and understand what's going on. Thanks for understanding. 

[Moni]

Hi Anda I think 🤔 this it’s better to see . Regards Monika 

 

[DragosC]

Thanks. We can see that all the wires from 2, 3,4,5,6 are the same colour. Could you maybe be able to tell us where is each wire going? The L, 2 and 5 should be all 3 linked together in order to function properly. Are they so in the picture? 

[Moni]

However, as you explain to me, everything worked well for half a year. Additionally, if I turn on the manual setting, the house heating and water will work. So it seems to me that the specialist who was recommended by Nest had everything connected well. so how do you explain it to me?

[DragosC]

Understood. Thank you. I was just making sure everything was connected as it should. We've sent you an email. Please check on it and follow the instructions. Let us know when it's done please. 

[Moni]

Done 

[DragosC]

Thank you. We've checked with the senior support team and they've advised us to kindly ask you for the following template below filled out: 

1. When was the thermostat installed?
2. When did the issue start?
3. Has there been any recent work done on your thermostat(s) or heating system? If yes:
   1. What kind of work was done?
   2. Was the power restored correctly to the system?
4. Were there any power outages? If yes:
   1. Has the thermostat been off since then?
   2. Did the thermostat and Heat Link work before the outage? 

Also, we're letting you know that we need to perform a continuity test with a multi-meter on the Heat Link in case the boosting is working and there is no hot water, because it might be the motorized valve. The reason the valve is working when the Heat Link is in manual mode and is not working when it's off manual mode, is that the manual mode sets the valve in the middle for both heating and the hot water and both have access into the boiler, while in the manual mode being off, one part of the valve is not responding. It would be brilliant to have that checked by a boiler engineer. 

[Moni]

1. thermostat installed 18 January 

2. issue start 13 July

3 before that’s happened we don’t have any problem . Everything was working fine .

Power it’s all the time . 

My boiler engineer probably can come next week unfortunately . 😞 Thank your  regards Monika 

[DragosC]

Thanks for letting us know. The continuity test is the one that will definitely tell us which of the items is not doing its job. We've sent you an email with the steps for it. Please let us know when it's done so we can check on it with our engineering team. 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[Moni]

Hi , for now I’m checked everything and it’s okay . Only I’m waiting for visit my boiler engineer. Thank you for now . 

[AndaD]

@Moni

Many thanks as well and fingers crossed that everything will be sorted in no time. Since there's nothing we can add to this thread at the moment, I'm going ahead and lock it. Please don't hesitate to reach back and open a new one if needed. Thanks and take care!