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UK - Heat Link Amber-2.5 has failed

cyberpaul
Community Member

My Google Nest thermostat was reporting it was not receiving power, and could not connect to the heat link.  Checked the heat link, which is receiving 240V power, no lights at any time, and nothing happened when trying to reset to factory defaults.  I've tried providing 5v power via the micro-usb and this works, the leds are on, and the button is able to cycle the operating mode, but no relays to actually turn on the boiler.

i believe this indicates a power supply failure in the heat link, with no 5v or 12v available.  There is no voltage across T1 and T2.

How can I obtain a replacement Heat Link?

6 REPLIES 6

CristianC
Community Specialist
Community Specialist

Hey @cyberpaul,

 

Good job with the troubleshooting steps. The 5v power supply via the USB cable won't be enough to start your boiler so it's most likely that a replacement will be needed. 

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?

Thanks for your reply @CristianC 

Thermostat has been installed since around December 2019

No issue during installation

Yes there was a message on the display about it not receiving any power, this has now stopped because its flat and just a small flashing red light now. 😥

No  power cuts, and it originally happened around 5am so no work was being done on the electrics or heating at that time

There is only 1 zone, 1 thermostat controlling central heating and hot water.

CristianC
Community Specialist
Community Specialist

Thanks for the details, @cyberpaul. I want to open a case for this issue. I'll send you an email to the email address linked to your community profile. Please let me know when you reply to it. 

I have completed the form as requested.

AlexD
Community Specialist
Community Specialist

Thanks for the information. I found the form and I will be reaching out over email shortly with further info.

AndaD
Community Specialist
Community Specialist

Hi @cyberpaul

 

I've noticed your interaction with our colleagues via email. Since the case is now managed on a different channel, I am going 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. Thanks and take care.