hot water

[SarahTaylor]

Since I came back from holiday the hot water is not turning on. The schedule hasn't changed and the heating is working as normal but every morning I have to boost the hot water although it should be on for about 30 mminutes before I wake up

[AnaM]

Hey @SarahTaylor,

Thank you for reaching out. I'm sorry to hear about this, but I'll help you fix it. Just to clarify:

•  Does the thermostat no longer follow the Hot Water schedule? 
• Does the boost feature work properly? 
• When you put the Heat Link in Manual Mode, does the water get heated? Do you see any error messages? 
• Can you send me a picture of the schedule?

[SarahTaylor]

The thermostat does not turn the hot water on following the schedule. The boost system works fine. The heating schedule also works. I have not tried manual mode and have not received any error codes

[DragosC]

Thanks for letting us know, @SarahTaylor.

Could you tell me please if the Bacteria prevention feature is on? Please go into Settings > Equipment > Continue > Bacteria prevention and let me know. If it's on, please turn it off and monitor it for 48 hours. 
 

[SarahTaylor]

It was but I turned it off a few days ago and it has not solved the problem

[DragosC]

Understood. Could you tell me please when did the situation start occurring at first and when was the thermostat installed? 

[SarahTaylor]

This started when we got back from holiday 2 weeks ago and the Nest was set to the Away mode. We have had the thermostat a few years.

[DragosC]

Thank you. Could you tell us please if you had any type of power cuts or maintenance work to the heating system? 

[SarahTaylor]

No

[DragosC]

Got it. In this case, please go in front of the Heat Link with the Nest app, then please boost the hot water and tell us please if you can hear a click coming from the Heat Link? Same for turning it off. 

[SarahTaylor]

What is the heat link

[SarahTaylor]

but there is no click when I boost or turn off the hot water 

[DragosC]

The Heat Link is the white square box that's usually next to the boiler. It should have a green light on it. That's the one that should click, not the thermostat.

[george_t]

Hi @SarahTaylor. Just checking in, did you manage to check the last message from my colleague?

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!