UK Heatlink no longer connected

[dj74]

Until recently our nest thermostat was working ok.  All of a sudden our heating wasn't switching off per the schedule nor recognising the thermostat or Away status. Having to manually switch off system at mains to stop heating but this obviously results in no hot water. Had someone check out the boiler to make sure it was ok, who confirmed all was in order and that problem appeared to be with the heatlink. It has been about 5 years now since installed and have conducted several resets to no avail. Light is still green and no errors on thermostat.  Anyone with any suggestions or how we go about getting a replacement heatlink?

[AnaM]

Hey @dj74,

I'm sorry to hear about this, but we'll find a resolution. I have a few questions for you:

1. What type of Nest thermostat do you have?
2. When was it installed?
3. Did the issue happen during installation or after installation? Was the thermostat installed by a Nest Pro or by a regular installer?
4. What is the display colour?
5. Does the display show a water droplet ​​? 
6. Does the display show the Bacteria Prevention icon ? If yes, this indicates that Bacteria Prevention is enabled.
7. Is there a wiring report or error message on their thermostat and/or app?
8. Have you had any recent power cuts in your area? If yes, has the power been restored?
9. Have you recently had service or maintenance on your electrical or heating system?
10. What troubleshooting steps have you done before contacting us?

[dj74]

3rd gen Nest Learning Thermostat Display-3.4

Software 5.9.5-2

Heatlink Amber-2.5

Software 2.1.2-1

Installed Apr 2017 by registered installer.

Issue only started occurring approx 1 month ago. No service or power cuts have recently been had. No droplet or bacteria icon showing

[CristianC]

Hey @dj74,

Thanks for the details. Just to double-check, is your heating always on? There's a quick test we can try to find out if the Heat Link works properly. Please go next to your Heat Link and log in into your Nest app. Turn on your heating, wait for a few seconds and then turn it off. You should hear a click sound coming from your Heat Link. Let me know how it goes. 

[dj74]

Hi, yes heating is now always on. The way we stop it is to turn off at the mains switch. I have raised and decreased the target temperature and switched on and off through the nest app and a click sound is heard each time.

When I lower the heating or swtich it off via the app, the heating remains on full.

[CristianC]

Thanks for getting back to me, @dj74. It's a good sign that you hear the clicking sound. It means that the Heat Link is sending the signal to your boiler. The issue is somewhere between the Heat Link and boiler. It's very likely that you have a stuck valve. I suggest you reach out to a local installer or Nest Pro to check your heating system. The installer can also perform a continuity test on the Heat Link - this will definitely tell us if it's working properly. Based on this test however, the Heat Link is working as expected. 

[dj74]

Our installer checked the boiler and everything appeared to be ok including the valves. Would it be anything between heatlink and thermostat?

[DragosC]

Thanks for letting me know. In this case, the only solution to determine whether the Heat Link does its job or not would be the continuity test on the Heat Link done with a multi-meter. Do you have one at hand? If you do, we can guide you to perform the test. 

[george_t]

Hi @dj74. Did you manage to try the steps mentioned by my colleague?

[CristianC]

Hi there. I haven't seen any updates on this thread in a while so I'm going to lock it. If the issue persists, feel free to open a new one.