Google Nest Support - or lack of support

[Lisajanegemini]

Sorry to bother you @CoolingWizard   Do you know any other way of getting hold of Google Nest product support. We need them to replace our Heatlink as we have tried every possible troubleshooting guidance but there is clear no power coming out of the Heatlink. We’re now over two weeks without heating and it’s getting colder. We have found someone selling a Heatlink on eBay which says it is brand new but worry that we’ll spend loads of money and it’s not as described. One other idea we’re going to try is to switch our broadband settings to 2.4ghz but if there’s no power coming out, I’ll doubt that will work. Any help or guidance you can give would be really appreciated 🙏

[CoolingWizard]

@Lisajanegemini ,

• I am sorry that I am unfamiliar with the UK heatlink product. All I can offer is an escalation to see of someone more knowledgeable than I get to a point where you can purchase a replacement Heatlink 

The Cooling Wizard

[CoolingWizard]

@Lisajanegemini ,

Hello. Unfortunately I do not have any knowledge about the HeatLink.  The best I can do is escalate this case to reach someone that can you over the big pond in the UK. 

The Cooling Wizard

[Derickf · Accepted solution]

Hi @Lisajanegemini,

Thank you for posting in the community. I’m sorry to hear that you are having trouble with your Heat Link because it has no power. I appreciate you confirming that you already tried to troubleshoot your device. I'm happy to assist.

@CoolingWizard, Thanks for jumping in.

To gather the necessary information, please answer the following questions:

• What type of Nest Thermostat do you have? The following article might be helpful: How to tell which Nest thermostat you have.
• Have you recently had service or maintenance on your electrical, plumbing, or heating system?
• Have you checked if the breakers are on?
• When was it installed?
• Could you please list the troubleshooting steps you've tried so far?

I'll be waiting for your reply.

Best regards.

Derick.

[Lisajanegemini]

Hi @Derickf   

I have a 3rd generation Thermostat without the logo in the centre of the Heatlink. We have tried to re-boot the Heatlink by holding the middle button down. We have tried to switch off the Heatlink and back on again. We have tried everything suggested in your troubleshooting guide and as per th instructions sent to me on Facebook Messenger. We have not had our boiler serviced recently either. 

[Lisajanegemini]

It was installed about four years ago

[Lisajanegemini]

@Derickf   We have also had a heating engineer visit and he has tested the terminals on the Heatlink with a multi-meter and confirmed there is no power coming out of the Heatlink back to the boiler. He has confirmed there is power going in but no power coming out of the Heatlink 

[Derickf]

Hi there!

Thanks for your reply. Thank you for providing the requested information, including all the troubleshooting steps you've performed and confirmation of the heating engineer's visit to test the terminals.

The team would like to learn more about this situation. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Best regards,

Derick.