No output from Heat Link

[dfrew1]

My Nest thermostat has been installed for 3.5 years and recently I noticed that the display indicated that it had no power.  I checked the Heat Link and there is a 240V input voltage but there is no DC output voltage to the display.  Is the Heat Link unit faulty?

[AndaD]

Hey @dfrew1

I'm sorry that you're going through this situation with your equipment, but thanks for reaching out. Could you tell me when it started happening? Which type of Nest Thermostat do you have (Nest Learning Thermostat 2nd gen/3rd gen, Nest Thermostat E, or Nest Thermostat 2020)? Also, what country are you located in?
 

[dfrew1]

It started happening about a month ago - there was nothing happening around that time which might have caused it.  It's a Learning thermostat, 3rd Gen and I'm based in UK.

The light is not illuminated on the heat link but it does come on if I plug a charger into the USB port.

[AndaD]

Thanks a lot for the details. Let's continue and investigate this. Could you please help me out with some answers so I can document everything better?

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)
Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

[dfrew1]

Hi,

See answers below:

Are there any lights on the Heat Link? NO.  Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode? NO
Are you seeing any wiring report or error on the thermostat and/or the app? The thermostat has no power (ie the display is now dead) and the app says it's offline
Have you had any recent power cuts in your area? NO If yes, has the power been restored? n/a
Have you recently had service or maintenance on your electrical, plumbing, or heating system? NO
If yes, how long was the power off for? (Be specific.) n/a
Could you tell us please if you've checked on the breaker switch and fuse box? The heat link has 240v at the input terminals, so power input is OK
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference? n/a

[AndaD]

@dfrew1

Thanks a lot for the answers. I'll forward an email containing instructions regarding the steps you need to follow in order to be logged in our system. Please check your email and reply there but let me know once it is done. We'll continue afterwards.

[dfrew1]

Thanks.   Should I have received the email already - I don't see it.

[AlexD]

Hi. I wanted to check in. I resent the email, check to see if you received it now and let me know if you have.

[dfrew1]

Thanks, I received the email and submitted the form.

[AlexD]

Thanks for letting me know. I will check a few things on our end and I will soon reach out with more details over email. 

[DragosC]

Hi there. We're just checking in. Did you receive any email from us? 

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!