(Yet Another) Heat-Link Failure

[Rether16]

Hi I have a Gen 3 Heat-link which is totally dead. 

Tried resetting by pressing centre button for 30 seconds - no response.
Tried power cycling - No response
Checked power from boiler to Heat-Link, can confirm there is 240VAC supplied. 

Looking on the nest forums its an obvious known fault with the Heat-link there was one post on here with over 60 responses of with people having the same issue before the thread was locked by an admin. 

My nest is still in warranty. I have tried contacting support but I have had no response.  

Google/Nest are really letting people down here not acknowledging that this is a recurring fault - are users going to get extended warranty for this fault with the Heat-Link?
Can you also confirm that the issue has been resolved on later versions of the Gen3 Heat-Link? 

[Bakers3261]

Same issue here. I posted on Monday, filled in the google form and am still waiting a reply. Its cold upstairs!!!

[ddtowe]

Same issue here, spoke to my installer and he says he has replaced about 30 in the last 2 weeks!  major issue by the sounds of it.

[Rether16]

Clearly a common known issue that isn’t being acknowledged by Nest/Google.

It would be interesting if somebody from Nest could reply to confirm that they have resolved the problem with the newer hublinks or if they are going to extend the warranty for this fault. 

[Bakers3261]

Result... i finally contacted google through the chat line and they confirmed i had a dead heat link and are replacing it. Should arrive in 5-7 days. Was all sorted in ten minutes. Thats proper service. Don't bother with sending emails through their contact line as they don't seem to answer. Hopefully they send me a unit that has had whatever is causing this issue upgraded. 

[Rether16]

I have given up trying to find out if the known issues have been resolved in the heat links. 
Google have replaced my heat link unit but when I asked if the issue has been resolved in the replacement units my question was dodged by support every time. 

If the fault is going to reoccur in another years time (this time out of warranty) - im not willing to risk it. 

As soon as I received my replacement heat link I put the lot on eBay and used the money to buy a Hive. 

[CristianC]

Hello everyone,

I'm sorry for the late reply. How's it going with your Heat Links? Did you manage to resolve the issue in the meantime? 

[ddtowe]

Google sent a new replacement (heatlink and thermostat) and covered the cost of sitting.  Looks like  common problem.

[CristianC]

Hey @ddtowe. I'm glad to hear that. If anything comes up, feel free to reach back. 

[Neil1980]

Hi, I have the same issue as the person who started the thread. My heat link has died. 18 months old so not sure if in your warranty. Who can I speak to about this? 

[ddtowe]

You have to get in touch with nest support and ask for a replacement I think. 

[CristianC]

Hey @Neil1980,

Thanks for reaching out. I'll do my best to get this sorted for you as soon as possible.

Here are some helpful troubleshooting steps:

Press the button on the Heat Link and check if you have any lights on it
Check if the circuit breakers and the switches are set to on
Turn them off and then back on
Press on the button again and check for LEDs

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?


Regards,
Cristian

[AnaM]

Hey @Neil1980,

As I noticed you didn't reply to my colleague yet, I'd like to know if you still need help. I'd be happy to assist.

[CristianC]

It's been a while since this thread was last updated so I'll go 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.