Frequently Asked Questions - Boilers
If your question isn't answered here, or you'd like more information, please call heateam on 0844 335 2266. We will be happy to help.
Please read through the questions and if you require any further information, please call heateam on 0844 335 2266. We will be happy to help.
Q1. I need a visit from a heateam engineer. How can I contact you?
To arrange an engineer visit, please call heateam on 0844 335 2266 or fill in a request form on-line:
Request a repair form (fill this in if your boiler is faulty)
Request a service form (fill this in if you want an annual service/safety check)
Q2. Do you offer service contracts for gas appliances?
heateam offers service contracts for many of the Baxi Group products. Take a look at the Extend a warranty page on this website for further details.
Q3. Can you send me literature about my boiler?
You can contact our Literature Hotline on 0844 335 8821 or download literature from the manufacturer's websites:
www.baxi.co.uk
www.potterton.co.uk
www.mainheating.co.uk
Q4. I have no heating or hot water…what can I do?
Firstly, check the following things:
1. Check that the mains electricity supply is ON
2. Check that the mains gas supply is ON
3. Check that the boiler is switched ON and is not locked out
If all of the above are ON, you may need to contact a Gas Safe engineer. Call your local engineer, or contact heateam on
0844 335 2266 to book an engineer visit.
Q5. I can get either heating or hot water, but not both…what can I do?
If you have a combi boiler, you may need to call a Gas Safe registered engineer as the fault may be within the boiler. Call your local engineer, or contact heateam on 0844 335 2266.
If you don't have a combi boiler, this fault is unlikely to be caused by your boiler. Check the system controls and call your original installer or local Gas Safe registered engineer.
Q6. What does the fault code on my boiler mean?
Look at the user guide that came with your appliance. If you no longer have the guide, visit Parts Arena where you can look at the on-line user guide for your product.
Q7. How do I reset my boiler?
1. Resetting your boiler is explained in the user guide that came with your boiler. You can look up the steps in this guide.
2. You can try turning off the mains power to the system and then switch it back on again. This will work for certain models.
3. If steps 1 & 2 have not worked, call heateam on 0844 335 2266.
Q8. My system has lost pressure/the pressure gauge indicator is low…how do I re-pressurise my system?
Watch this short film on re-pressurising your appliance. If you still have difficulties, contact your original installer or call heateam on 0844 335 2266.
Q9. Is my boiler a combi?
A combi heats domestic water inside the boiler and generally has no hot water storage outside of the boiler unit i.e. it is unlikely to have a hot water cylinder in the attic or elsewhere in the property.
Q10. My boiler is showing fault code E133/the condensate pipe on my condensing boiler is frozen. What can I do?
Check the condensate pipe for ice. This pipe is usually the small white pipe that leads down into a gully or drain outside your property, directly behind the boiler. Carefully pour hot water over the outside of the pipe to melt away the ice plug inside.
Q11. How often should I have my gas boiler serviced?
We recommend that all gas appliances are serviced annually to ensure their safe and efficient operation. Contact heateam on 0844 335 2266 to arrange an annual service.
Q12. Who can work on my boiler?
Gas Safe registered engineers can work on your boiler. All heateam engineers are Gas Safe registered. (Gas Safe has now replaced CORGI as the official body for gas safety.)
Q13. Is my boiler covered under the boiler scrappage scheme?
If your boiler is over 10 years old you may be eligible for the scrappage scheme. The scheme is administered by the Energy Saving Trust. To find out more, visit www.energysavingtrust.org.uk or call the helpline on 0800 512 012.
Q14. Where can I obtain a spare part for my boiler?
heateam does not sell spare parts directly to installers or the general public. The interpart website offers a store location facility so that customers can quickly find their nearest outlet.
Q15. What is the replacement boiler for my current appliance?
It isn't possible to make this recommendation without visiting your property and seeing the current system. Your current boiler may not be the optimum size for your property and your current family needs may influence the choice. You should contact a Gas Safe registered installer who should come and look at your existing system. Take a look at your preferred manufacturer's website where there are details on how to find an installer.
www.baxi.co.uk/
www.potterton.co.uk
www.mainheating.co.uk
Q16. Where is my boiler serial number?
heateam may ask for the serial number of your boiler when you call. On most models, the serial number is found on a bar code on the drop-down panel at the bottom of your appliance. On other models it may be found on top of the boiler or inside the front panel.
Q17. Can I use artificially softened water in my central heating system?
We do not recommend this.
Q18. Can I use water that is pre-heated by a solar system for a combi boiler?
We do not recommend this.
Q19. What LPG boilers are available?
Baxi, Potterton and Main all make LPG versions of certain boilers. Visit your preferred manufacturer's website for further details:
www.baxi.co.uk
www.potterton.co.uk
www.mainheating.co.uk
Q20. What combi boiler would you recommend?
Your installer will advise you which combi is best to meet your heating and hot water requirements. Combi boilers are adequate for most domestic applications, however, your hot water and heating demands will determine whether a combi boiler is right for your home. Your installer will also consider your existing water system and water pressure levels etc. Consult your Gas Safe registered installer.
