(UK) HeatLink is dead 3rd Gen Learning Thermostat

[GShaw]

Hello,

 Yesterday, after around 18 months working perfectly, my Nest Heatlink has died.  It's getting 240v mains power, but no lights from unit and of course it's offline.  Tried holding the button for 30 seconds to reset. nothing.  Also, I'm an electrical engineer so did a little testing and discovered that the 12v DC T1 and T2 terminals are both shorted to ground, so it looks like the step down transformer inside the unit has shorted out and failed. 

How on earth do I contact Live Chat support so I can ask for a replacment heatlink?  I'm going round in circles, and getting nowhere!!

Thanks!!

[Cosmo]

I have exactly the same problem. 18 months old and it died yesterday.

[Kenny66]

Hi. I have the same problem. 240v live to heating but no lights showing and I can override to switch on boiler. I also can't find a link to live chat.

[Kenny66]

Sorry, should read "can't override to switch on boiler"

[AnaM]

Hey @Kenny66,

Just checking again if you still need help. Let me know and I'll gladly assist you.

[AnaM]

Hey there,

Since I haven't heard from you yet, I'll have to lock this thread. If you still need help, feel free to open a new thread.

[GShaw]

I figured out how to get into Live Chat eventually, and they are sending me out a full new replacement as it's under the 2 year warranty period.  Will update the thread once the replacement has arrived and been reinstalled.

[Vladut]

Hello @GShaw. I'm so glad to hear that it has been sorted and you will receive a replacement!

@Cosmo Do you still need assistance?

[Cosmo]

Thank you but no. All sorted now with a replacement Heatlink. Now just looking for a back up plan should I have a similar problem in other 18 months.

[AlexD]

I am happy to hear things are back on track @Cosmo. We always want our products to last as long as possible and for you to have the best experience with both our products and services.

Should anything come up just reach back to us here or on any of our other support channels. We'll be happy to try and assist you.

Best regards,

AlexD

[CristianC]

Hi there,
 

Sorry for the late reply. Did you manage to resolve the issue in the meantime? Let me know if I can help.