Our heat link is dead

[MJP]

Hi 

My gen 3 nest thermostat heat link no longer works. There are no lights whatsoever, no power and no heating. The thermostat can’t connect to the heat link. This is all a bit disappointing as we’d previously had issues with the thermostat not being able to connect to wifi. You sent a replacement thermostat and everything worked as advertised for a bit but now the heat link is dead. Please help. 

[KatFox73]

Exactly the same happened here - was there a software update ?

[MJP]

Not that I know of. It was all working fine then one day the thermostat said it couldn’t find the heat link. Inspection of the heat link showed no lights on. None of the reset options worked either. It looks completely dead. 

[KatFox73]

same here - yesterday the heatlink (which was fine for 18 months) now totally dead - and its pretty cold here today 😞 

[MJP]

@AlexD @Vladut @CristianC 

Hello community specialists. I’ve tagged you as I’ve seen you’ve recently helped people with similar problems. Hope that’s ok. Any help would be much appreciated. 

[CristianC]

Hello everyone,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

Could you also help me with some answers to these questions?

How long has your thermostat been installed for?
Did the issue happen during the installation?
Is there any error on the Nest thermostat display?
Have you had any power cuts recently?
Have you had any work done on your electrical or heating systems recently?
If yes, was the power properly restored at the fuse board after work was done?
How many zones ( thermostats ) are present in the setup?


Regards,
Cristian

[MJP]

Hello @CristianC

Thanks for the response. I've answered to your questions below.

To summarise: We now have a system in which none of the parts work. The heatlink is dead. The thermostat is also dead. We've already had to change the thermostat once. Our whole experience with Nest has been rather miserable to be honest. It would be great to have it up and running again so that we can have a functioning system that we can have some confidence in.

Thanks in advance

Michael

Press the button on the Heat Link and check if you have any lights on it

No lights on the heat link at all. It's completely dead.

Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs
All fine with our local electrics. The heatlink is powered from the boiler. The boiler is on and works. We've had no problems with the boiler itself. Just the Nest system (both heatlink and thermostat).

How long has your thermostat been installed for?

It was installed in Feb 2020 by Ignite Gas in the UK. It worked fine for most of the first year but then we had a Wifi error on the thermostat (W5). The thermostat was then replaced by Google.

Did the issue happen during the installation?

No

Is there any error on the Nest thermostat display?

The thermostat used to say that it couldn't connect to the heatlink. I troubleshot this by following all of the published advice. The thermostat has since failed too (i.e. the screen is blank. It appears dead, despite being connected to a functional power outlet using the plug and cable provided).

Have you had any power cuts recently?

No

Have you had any work done on your electrical or heating systems recently?

No. Our boiler passed an annual service in Jan 2021 and will have another this coming Jan

If yes, was the power properly restored at the fuse board after work was done?

No work was conducted that required the power being cut. The boiler does work. It's just the heat link and thermostat that don't.

How many zones ( thermostats ) are present in the setup?

One thermostat. As mentioned, this also no longer works.

[AnaM]

Hey @MJP,

Thank you for all the information. I'd like to create a case for you to help you get this sorted. Can I send you an email on the email address showing on your profile?

[AnaM]

Hey @MJP,

Let me know if you still need help. Thank you. 

[MJP]

Hello @AnaM 

Thanks for checking. Yes, we’re still having problems. The heat link is still broken and the thermostat doesn’t work either. 

[AnaM]

Hey @MJP,

Thanks for your message. I've created a case for you and sent you an email, please check your inbox and let me know if you've received it.

[AnaM]

Hey @MJP,

You've never replied to my emails, do you still need help?

[AlexD]

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, AlexD.