heatlink not working

[Andydf]

Hi,

After searching, it seems this is a common issue with the heatlink unit. Ours has been installed for three years and has been working fine but after switching on the heating for an hour yesterday, it has stopped working. There's definitely 230v going into the heatlink, but nothing on it  works.

I appreciate the unit is probably out of warranty, although under the consumer rights act I would expect it to last longer given the price these units cost. But are there any checks that can be made other than switching it off and on again? I've tried all the other suggestions, but nothing works.

Regards

Andy

[AlexD]

Thanks for reaching out here @Andydf . I am sorry to hear you are facing this behaviour from your thermostat and I would be happy to try and assist. 

If you haven't already, check the breakers and switches at the location, to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch on it. Confirm it has power, it should have a display or LED that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power to the Heat Link off for a few minutes and then turn it back on. See if it has any reaction after, when you press the button on it.

If you already tried all this let us also gather some details:

1. When was the thermostat installed?
2. When did you first notice this behaviour?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any message on the thermostat display?
5. Did you notice any power cut in the area before this occurred?
6. Did you have any maintenance done on the heating or electrical system recently? 
7. Do you have only one or multiple Google Nest thermostat devices at the location?

[Andydf]

Hi Alex,

Thanks for coming back to me however, the issue has been resolved. 

Google knew it had stopped working and sent an email saying so. They arranged for a replacement free of charge which was done today,

Can't fault Google for their customer service, although a little scary that they knew about it so quick.

Andy

[Paul_R]

Hi @Andydf. That email is automatically sent once the servers receive the information that the thermostat doesn't receive power from the Heat Link anymore. I'm glad to hear that you managed to sort it out that way. Would there be anything else my colleagues and I can do to assist you at the moment?

[Andydf]

All good thanks 😀

[Paul_R]

It was my pleasure. If anything else comes up, please feel free to reach out again. Have a great evening!