Zero response from Google!!!!

[ChrisNW]

Close to giving up all faith with Google over their customer service!  Have tried calling multiple times and been using the call back service - once on hold for over an hour and the other time about 45 minutes, before each time having to give up.  Logged ticket last week and zero response.  Know issue with Heat Link (totally dead device) means my heating won’t work.  Feel I have no option but to rip out the Nest unit and go with another option.  Anybody else in a similar situation, or is it just me?

[LarisaL]

Hi there, thanks for reaching out! I'm so sorry for the inconvenience, but with the beginning of the cold season we're currently experiencing some high volumes, but nonetheless I'm happy to lend a hand. Could you please respond to the following set of questions and also try the steps at the end?

What type of Nest thermostat do you have? 
When was it installed?
Are you seeing any wiring reports or errors on the thermostat and/or the app?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
Were there any power outages? 
Have you tried any troubleshooting steps before contacting us?

Do you see any lights on the Heat Link?

Troubleshooting steps:


Check for all the breaker switches to be on.
Turn the breaker switches off and then on again.
Turn on manual mode, by pressing on the button of the Heat Link.

[ChrisNW]

Thank you for your response.

What type of Nest thermostat do you have?  3rd generation (note we actually have 2 in the house for different zones, both are 3rd gen - only one is not working).

When was it installed? We recently moved into the house, but I believe about 2.5 years ago

Are you seeing any wiring reports or errors on the thermostat and/or the app? No

Have you recently had service or maintenance on your electrical, plumbing, or heating system? No

Were there any power outages? No

Have you tried any troubleshooting steps before contacting us?  Yes, tried multiple things from various internet posts.  The lights on the heat link only turn on when you attach a power cable to the device.  Other than that, nothing works.  Looks like a 'dead' heat link device.

Do you see any lights on the Heat Link? No (as above)

Troubleshooting steps: Check for all the breaker switches to be on. Turn the breaker switches off and then on again. Turn on manual mode, by pressing on the button of the Heat Link.  Tried - no sucess.

I am conscious we have no heating upstairs in our house and the temperature keeps dropping, so we need to get this fixed urgently please.  I have two children in the house.

Thanks, Chris

[Vladut]

Thank you so much for all the details. Would it be okay to send you an email with some steps to follow?

[Vladut]

Hi there, just checking in with you. Do you still need help?