Heatlink

[Eline]

Hello,

Today our heatlink stopped working without clear cause. Last update Nov 9th 2021 and always working fine for last 2,5 years. This afternoon thermostat showed message it wasn’t connected to power. It’s attached to wire directly in the wall. No issues with fuses and reset doesn’t solve.

heatlink device also plugged in to power, no lights show at anytime. soft and hard reset don’t show any response either. Starting to get pretty chilly here, what is needed to get heatlink back on?

in the meantime is there a way to bypass heatlink and thermostat and have central heating run?

pressing button on heatlink isn’t turning heating on manually unfortunately…

Hoping to hear some valuable tips om how to solve this quickly! Thanks

[DragosC]

Hi there @Eline

Thanks for letting me know.

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

Also, please answer to the following questions:

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)
Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

[Eline]

Hi Dragos,

situation started since yesterday Feb 8 in afternoon CET. Thermostat was installed back in April/May 2019.

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

Also, please answer to the following questions: see my answers below:

Are there any lights on the Heat Link?

No lights at all, while power supply is OK

Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?

No unfortunately not

Are you seeing any wiring report or error on the thermostat and/or the app?

On Thermostat error H72
Have you had any recent power cuts in your area? If yes, has the power been restored?

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

No
If yes, how long was the power off for? (Be specific.) Never

Could you tell us please if you've checked on the breaker switch and fuse box?

checked and all is good there! 
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference? Tried it all, no difference!

What’s up next?

Thanks, Eline

[DragosC]

Thank you @Eline,

That's very helpful. In this case, please take all this information and contact our live support team for getting a replacement Heat Link. Here's the link on how to contact them, as we can't create individual cases here: Contact Us Thanks for understanding.

Should anything else come up, please open another thread as we'll have to close this one. Have a good one!