User Assistance
Troubleshooting & Faq’s

We are only too aware of the common issues that can occur with your heat pump. These tips may well save you a service callout, but if the answer isn’t here then please get in touch with us.

Here are some quick trouble shooting tips you can try before you call us for assistance:

Heat pump not responding

If you have experienced a recent power surge or outage, or sometimes, just like your computer, for no obvious reason, your heat pump may need to be reset. To do this turn the heat pump off on the indoor unit with your remote control, then go to the outdoor unit and turn the power isolator off, it will be near the outdoor unit. Leave it off for 15 minutes to completely power down. When you turn it back on, go to your indoor unit and turn this on with your remote control, and give it 10 minutes or so to recommence communication.

Heat pump not performing as it normally does

Communication between the remote control and the indoor unit of your heat pump has to be made directly, and you need to hear it beep with every instruction.

It can be quite deceiving as your remote control screen may say that your settings are one thing but the heat pump is set on another. To check this just adjust the settings through a cycle to where you want it to be making sure you hear a beep with each press of the button.

Heat pump remote not responsive

Your remote control will need the batteries (usually 2x) changed periodically, you will know when, when the screen becomes quite faint or when you are changing the settings it becomes less responsive.

When you do this the heat pump will revert to its factory settings and will need to be adjusted to your preferred settings. You can avoid this if you change one battery at a time rather than taking both out at the same time.

If you have a regular 2 yearly maintenance service with us we include a change of batteries for you.

Heat pump has got noisy

Try cleaning the filters, blocked filters can make your heat pump noisy. Just remove and vacuum, it’s easy to do, and add it to your monthly cleaning chores.

If this doesn’t work then it may well be your fan motor needing to be replaced. We can assist you with this, and if it is inside your warranty period then this cost would be covered by the manufacturer.

Frequently Asked

Here are some general questions we get asked:

Do I leave my heat pump on 24/7 or On/Off as required?

This is a much debated question, believe it or not there is no right answer. It will very much depend on your specific activity and environment. For example, a well insulated room may suit just being turned on and off as required, it will heat up quickly, however a larger space may suit being left on at a lower temperature. Try out both options yourself and decide what suits your place best.

Which symbol on my heat pump is for heating? Is it the sunshine or the snowflake?

We know, it’s a hot topic of debate in many households! But the answer is standard for all manufacturers so you only need to remember this once. Use the sunshine for heating and the snowflake for cooling. Make sure when you are changing modes with your remote control that you always point it at the indoor unit and hear the heat pump beep in acknowledgement.

How often should I get my heat pump serviced?

We recommend every 2 years for a full service or maybe every year if there is a high level of contaminants in your area or you live near the sea. This will improve the performance and life of your heat pump, improve efficiency, air quality and your energy costs.

How often do you get your car serviced? You can care for your heat pump in between one of our full maintenance service by cleaning the filters and grilles of your indoor unit every 4 to 8 weeks depending on how regularly you are using it. Also, keep garden growth and leaves clear of the outdoor unit to ensure good clear airflow.