thermostat suddenly not controlling hot water

[EmmaJames]

Last night my Nest app migrated me to google nest and now neither the thermostat or the app switches the hot water on or off.  It just doesn't turn orange anymore when the button is pressed on the app.  On the thermostat, the water drop turns orange but the boiler doesn't turn on.  

I have deleted and remade a new 'home' on the app, removed and deleted the thermostat on the app and nothing works.  It controls the heating as it usual but can't switch the hot water on or off.  It doens't just turn orange.

This is driving me mad....please can someone help

[CristianC]

Hey @EmmaJames,

Thanks for reaching out. I'll do my best to get this sorted for you. The hot water icon is an interactive feature and it won't always turn orange. As long as it says it's on, you should have hot water. The account migration won't affect this either. 

If I understand correctly, you don't have any hot water. Not even when you boost it from the thermostat or Nest app. Let's do a simple test to find out if the thermostat works properly. Here's what I want you to try:

1. Turn off your hot water schedule temporarily 

2. Go next to your Heat Link and log in into your Nest app

3. Boost the hot water and listen for a click sound coming from the Heat Link ( it will click when you turn off/on your heating or hot water - try this with the heating for reference )

4. Stop the boost and listen for the 2nd click

Let me know how it goes. 

[EmmaJames]

Thank you so much for answering me! I’ve been tearing my hair out with this!

So I’ve followed your instructions. I've disabled the schedule and when I click the heating on from the app there is a click and the boiler turns on.  The same when I use the thermostat itself. Then when I turn it off again there is another click and the boiler turns off.

However, when I turn the hot water on there is a click, but the boiler doesn’t switch on. When I turn it off there is another click.

However since turning off the schedule, one thing that has changed is that when I boost the water now my screen turns orange which it hasn’t done up to now.

I am awaiting your further instructions!

Thank you very much.

[CristianC]

Thanks for getting back to me, @EmmaJames. It's good news that you hear the clicking sound. It means that the Heat Link is sending the signal to your boiler. Since your boiler doesn't turn on, the issue is somewhere between the Heat Link and the boiler. Most likely, you have a stuck valve. I suggest reaching out to a local installer or a Nest Pro so they can look over your heating system. 

[EmmaJames]

I had a plumber yesterday morning who confirmed there are no stuck valves or wiring issues. And when I manually press the heat link, the hot water comes on...so how can that be a stuck valve?  

The other thing is, when I use the thermostat to do a test of the system, it only gives me an option to test the heating, not the hot water?  Is that normal?

[AnaM]

We see. In the thermostat Settings, did you check if you have the equipment set correctly to system boiler instead of combi?

[EmmaJames]

Yes do have it set to system. 
Randomly it turned orange when I tried to boost the water yesterday but it still didn’t actually turn the hot water on, but that is a step. However, it hasn’t  done it again. I have a friend with the same issue who said hers just sorted itself after a few days. 
im just wishing for my old Honeywell one back. 

[DragosC]

Thanks for letting us know. Could you tell me please if the Heat Link clicks when you're boosting the hot water from the Nest app? 

[george_t]

Hi @EmmaJames. Did you manage to read the last email from my colleague?

[AndaD]

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.