Having listened to your needs, we have compiled this list of frequently asked questions with answers.
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. Do I need an air vent in the room?
Almost all of our models are under 7Kw input, therefore NO air vents are required.
Q2. Where is my model's Gas Council (GC) Number?
Your model's GC number is behind the bottom grate inside the fire with the serial number. heateam staff may ask you for these numbers if you call to report a fault.
Q3. My gas fire produces excess black soot. What should I do?
Call a Gas Safe registered (formerly CORGI registered) engineer to check your settings as soon as possible. Alternatively, call heateam on 0844 335 2266.
Q4. My fireslide model will not stay alight. What can I do?
Call a Gas Safe registered engineer to check your settings. Alternatively, call heateam on 0844 335 2266.
Q5. How do I fit my new fire surround?
Call 0844 8711 565 for written/verbal instructions.
Q6. Where can I purchase a new fire?
Baxi, Valor and Wonderfire fires are available through a number of heating merchants and fire retailers. Visit www.valor.co.uk/.
Q7. My electric fire does not always give out heat. What can I do?
It is thermostatically controlled, so may not give out heat if it is already up to temperature. If unsure call our helpline 0844 8711 565
Q8. What are class 1 & class 2 chimney types?
Class 1 is brick built (brick stack visible upon roof).
Class 2 = any other e.g. metal cylindrical piping (seen as metal cowl upon roof if visible).
Q9. My fire is not lighting. What should I do?
Check the batteries in the fire to make sure they are ok and you are using the recommended type as specified in the user manual.
Q10. My electric fire flame effect will not come one but he heat is fine. What should I do?
The bulbs may have gone. Please refer to your user manual as some models have bulbs you are able to replace yourself.
Q11. I have cleaned my fire and now it is not working correctly. What should I do?
Please refer to your user manual for details of how to clean your fire. Ensure you follow the correct fuel bed guide when replacing the coals, pebbles or logs on the fire.