New heatlink

[ElroyVerboom]

Due to a short circuit on the power grid, there was a peak voltage that caused the heatlink to fail. How and where can I get a new one?

[Vladut]

Hi there, thank you so much for reaching out. Can you tell me if you see any lights on the Heat Link?

[ElroyVerboom]

Hi,

Thank ou for replying.

There are no lights on the heatlink.

The heatlink has been measured by the boiler installer.
This indicated that the heatlink had became defective due to the fault on the 400 volt powergrid 

[LarisaL]

I'm really sorry to hear about this, but I'll do my best to help. Could you please respond to the following set of questions?

Are you seeing any wiring report or error on the thermostat and/or the app?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
Have you tried any troubleshooting steps before contacting us?
 

[ElroyVerboom]

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

> No, it's just offline
Have you recently had service or maintenance on your electrical, plumbing, or heating system?

> No but we had to install ia new boiler, The fault on the powergrid led to a defect on the one that was installed in febrary 2023

Have you tried any troubleshooting steps before contacting us?

> of course but is was clear that the heatlink did not survive the 400 volt
Have you tried any troubleshooting steps before contacting us?

[LarisaL]

Thank you for the information. Would it be okay with you if I send you an email on the email address you have here? You will have to complete a form and let me know once you did.

[ElroyVerboom]

Sure no problem at all. 

I'll complete the form

[LarisaL]

Great! The email is on its way to you now. Let me know once you complete the form.

[ElroyVerboom]

Where can i find the serialnumber?

We had to disconnect the nest to connect a temprarely thermostat

[ElroyVerboom]

Temporarely

[AlexD]

The serial number can be located in a few locations. On the product box, if you still have it. In the Nest app, if you still have it added there by selecting the thermostat, offline or active, and tapping in the upper right corner to Settings> Tech info. On the thermostat display itself, if still operational, under Settings> Technical info> Display or on the back of the thermostat itself. 

[ElroyVerboom]

Thank you so much.

I filmeditie in form your colleage semded me.

The requested informarion should reice you

[ElroyVerboom]

Filled it should be #damyouautocorrect

[TudorL]

Great, I'll send you a new email, because there's a small typo in the serial number and I need to confirm it with you quickly. 

[AlexD]

Hi, just wanted to check in. Did you get my colleagues email? 

[ElroyVerboom]

Yes I did receive a mail.

I did reply witch a correct number from thormostat.

The first one missed a number. Think I did'nt hit the 1  very good I think.

They haven't'got back to me yet after that

[TudorL]

I've managed to reply to your last email. Let me know if you got the email. 

[ElroyVerboom]

Received it!

[TudorL]

Perfect, please let me know when you've managed to reply to it. 

[ElroyVerboom]

Already did!

[TudorL]

Got it. If it's simpler for you, we can continue the conversation on email, so that you don't have to go from thread to thread constantly. 

[ElroyVerboom]

Yeah that's much easier

[TudorL]

Great. I'll close this thread, but it in case anything happens in the future, you can always open a new one or reply to one of my emails. In the meantime, I've managed to reply to your email. Have a good one!