Thermostat / heatlink settings

[Derekc]

I dropped my thermostat and it stopped working. I thought a new thermostat without a heatlink. When setting up the new learning thermostat there was an option to select an heatlink, I unfortunately chose the wrong setting, so now it thinks I have a humidifier/dehumidifier rather than a gas boiler/ radiator set up. I have tried factory resetting the thermostat a number of times bit cannot get back to the setting which tells the thermostat I have a heatlink. Any one have any ideas how I can solve this?

[AlexD]

Thanks for reaching out to us @Derekc . I am sorry to hear you are facing difficulties with your unit but no worries, I'll do my best to assist. 

Just to confirm, you damaged your old unit and you got a different one, that did not have a Heat Link, to replace it with. 

Did that unit come with a thermostat base? If so please take a picture of that base and the connectors you see on it so we can confirm what type of thermostat base it is. 

[Derekc]

Hi, the 3rd gen thermostat I bought to replace the damaged one was without the heat link as the existing heatlink I believe is still in working order.
The thermostat is wall mounted . I have taken a photo the wall plate but can’t see how to attach it to this message.

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[AlexD]

When posting a comment you should see a camera icon, on a desktop page, that will state insert photo if you hover over it with your cursor. If you could try and insert the picture that would be great. 

Did the unit you purchased come with a base, wall plate, or without one, just the display? 

[AlexD]

Hi, I wanted to check in. Did you see my last message? Make sure to keep me posted. 

[Derekc]

Sorry for the late reply. Thermostat was bought a without a heatlink, stand or wall plate as I already have the heatlink and wall plate installed, so only the display. Below is the photo of the wall plate the display connects to. 

[AlexD]

Thanks for clarifying. Would it be ok if I reached out to you over the email associated with your account here so we can look further into this? 

[Derekc]

yes, no problem

[Paul_R]

Hi there! I just sent you the email my colleague mentioned. Please send a message here once you manage to complete the form that I sent you in the email.

[Derekc]

Form completed

[Paul_R]

Thanks, I just found it. I'll reach out to my seniors now, and I'll message you back as soon as I have any response from them.

[Paul_R]

Good news @Derekc! My seniors have reviewed your case, and it seems that we'll be able to offer you a replacement under the warranty. I have sent you an email, please check that and reply to it, and we'll have to continue the conversation that way. Would there be anything else I can do for you here on this thread?