No power on heatlink

[Shundeez]

Hello,

I am getting an error on my best thermostat. It says it’s not connected to the heatlink. H71 error. 

I checked the heatlink and there is no power. Even though it’s connected to the mains. It has been working fine for the past 18 months. Then all of a sudden it stopped. I’ve had no other electrical issues or work done on my electrics or power cuts etc. 

I see from other posts this seems to be an ongoing issue with many other  Nests. 

I got an email from nest stating they can see it has not been connected and advised to call a number.  But when calling it I get a message saying Google offices are closed, yet it’s 3pm in the afternoon. 

please advise. Thanks Sean 

[Julie66]

The same thing has just happened to me. Have you received any help from Google?

[Julie66]

Found a contact number for Google and rang them. They were great - did a couple of tests while I was on the phone and then just arranged for an engineer to come out and replace the Heatlink free of charge. Apart the difficulty finding the telephone number - this was great customer service. 

[Shundeez]

Thanks Julie. Would you mind sharing the two number please. Thx 

[AlexD]

Hi. Should you wish to reach out to our support lines you can use this link. Just make sure the correct country is selected. You will get all our contact channels including phone, chat and social media. 

I also checked the email my colleagues sent you but I could not find the completed form, for the form they asked you to fill out. 

[george_t]

Hi @Shundeez. Thanks for sending the form, I was able to find it and sent you an email. Please check it out and respond to it when possible so we can help you further.

[george_t]

Hi @Shundeez. Just checking in, were you able to check the email I sent?

[Shundeez]

Hello George. Yes I replied to your recent email. And confirmed my email via the link you sent. Please advise if there is anything else I need to do. Thx 

[AlexD]

Thanks. My colleague is not here at the moment so I will be taking over. I saw your email and sent further instructions. Let me know once you get it. 

[AlexD]

Hi, I wanted to check in. Did you receive my email? 

[Vladut]

It looks like we haven't heard back from the you so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread. 

Have a great day,
Vladut

[Vladut]

No reply

[DragosC]

Hi there all. Thanks for letting us know 

Could you tell me please when did the situation start occurring first and when was the thermostat installed?

Also, please answer the following questions:

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 message 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?

Please fill out the template and let me know when you're done. 
 

[AlexD]

Hi, I wanted to check in. Do you still need assistance? If so, make sure to let me know.

[Shundeez]

Hello,

The issue started happening about mid August. The Thermostat was installed about 18 months ago.

There are no lights on the heatlink

The boiler does not activate when pressing the heatlink button

The message on the app and thermo stat says " H71: cant connect to heatlink to control heating"

No recent power cuts

No service or maintenance

I have checked the breaker switch and the fuse box. Nothing to report there

Yes, tried to turn the breaker switch on and off. Still no change

Many thanks. Please advise

Sean

[george_t]

Thank you for all the information. Would it be alright if I email you on your email address associated with your profile here, so I can look further into this? 

[Shundeez · Accepted solution]

Yes please George. That would be fine. 

[george_t]

Hi @Shundeez. Thank you for letting me know. I have sent you an email, please check it and follow the instructions there so I can help you further.

[DragosC]

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

[Shundeez]

Yes, still need help please. I’ve replied to your email. Thx 

[JENNYR]

Hi can you help please, we have moved into a property where they left a Nest Thermostat which had been working for a while, then I have an error message appeared stating it cannot connect to the heatlink, we have tried to reset and nothing is happening it looks as though there is no power going to the heatlink. Please can you help

[JENNYR]

Hi does anyone have a contact number please as I have no Heating H71 fault come up on my Nest trued all online advice no joy!!!!

[george_t]

Hi @JENNYR. I'm sorry to hear you're experiencing this issue, but we'll sort this out together. If you'd like to reach our live support line here are our contact details https://goo.gle/3Cc5GAR, you can find our live chat and phone under Contact us> Thermostat. The phone number is +44(0) 808 169 2307​. Our phone support line and chat support team are available on Monday-Friday from 8 a.m GMT - 7 p.m GMT. Saturday-Sunday our phone line is open from 8 a.m GMT- 5 p.m GMT. Please let me know if you need more help with this issue.

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know.

[george_t]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.