This is the title

This is the body of the pod - there are only these two fields to pop text inside. It pulls through question answer articles - I have selected portables for these documents. I don't know if we can change the colour of the article border and font - I initially had a funky pverlay on a grey background, but once the articles filtered through the text was unreadable. So, I switched to white.

Can I use a portable heater to dry my clothes?

Last updated on 01/11/2017

Portable heaters are for use in warming a room, no objects or clothes should be placed on a portable heater.

Can I use an extension lead on my portable Dimplex products?

Last updated on 01/11/2017

We do not recommend the use of an extension lead for any of our portable products with the exception of the Desk Friend portable fan heater.

Where can my portable heater be placed?

Last updated on 01/11/2017

Your portable heater can be placed anywhere in the home besides bathrooms, provided it is on a level surface and is at least a metre away from clothes, curtains and furniture.

What is a runback timer?

Last updated on 01/11/2017

A runback timer allows you to programme the product to operate for a set period of time and then switch off automatically. For example, an 8 hour runback timer will allow the product to operate for 8 hours and then switch off.

Am I able to clean my portable heater?

Last updated on 01/11/2017

Yes, but do take care.  Before commencing cleaning, switch off the heater, unplug from the socket and allow it to cool.  The outside casing can be cleaned by carefully wiping it over with a soft, only partially damp cloth.  Do not use abrasive cleaning powders or furniture polish, as this can damage the surface finish.  Please ensure the product has not been made wet during this process.  Do not get any moisture in the switches or screens.

Same thing with different colours

I can only change the background color and the font from grey to white.

I have lost the instructions for my product/I don’t know how to use it

Last updated on 22/05/2017

All our products are simple to use and you can download the operating instructions by clicking on the ‘Manuals & Guides’ tab in the bottom menu of the product page. If you have a different series to the one downloaded, please use our online customer support form.

What lamp does the Optimyst use?

Last updated on 26/09/2017

The lamps are 12V, 50W, Gus.3” beam angle coloured lamps, available from the spares section of our website.

Will a towel rail warm my bathroom?

Last updated on 01/11/2017

Towel rails are designed to provide an all year round service for airing towels and articles of clothing. It is not intended to be a primary heat source, but will take the chill off a small size bathroom, lavatory or en suite.

Where can I place my dehumidifier?

Last updated on 10/11/2017

Dehumidifiers should be kept on a level surface, and at a minimum distance of 50cm away from walls or overhanging objects like curtains.

The mist cuts out intermittently

Last updated on 20/11/2017

-Firstly, please check that there is sufficient water in the sump and that the sump fan is turning freely.

 

-Check that the transducer is seated correctly in the sump and that the fan filter is positioned correctly.

 

-If none of these steps resolve the issue, then please fill out the service call request form at the bottom of this page.

 

My Q-Rad is producing smells

Last updated on 28/11/2017

-If the Q-Rad has just been installed and is first producing heat, it is normal to notice some scent due to the materials first being used. With regular use, this smell will no longer occur and it is nothing to worry about.

 

-If you have owned and operated the heater for some time and are switching it off during the summer months, the Q-Rad may have drawn in dust and fluff. Please refer to our Frequently Asked Questions page for information about the cleaning and maintenance of your heater.

 

-If neither of these scenarios are relevant to your usage, please request a service call using the form at the bottom of this page.

 

There is a leak

Last updated on 28/11/2017

-If the leak is coming through your venting pipe (see image below) and is cool, then this could be due to the expansion vessel/internal air bubble needing to be recharged. Please contact your plumber to look at this for you.

 

-If the leak is coming from one of the other pipes that connect to the cylinder, then you will need to contact your plumber to tighten or re-solder any leaking pipework.

 

- If the leak is coming from the cylinder itself and your cylinder is within its two-year warranty, then please request a service call using the form at the bottom of this page. If not, then please contact your installer or cylinder engineer.

tundish

Why does my chimney need to be blocked off?

Last updated on 16/05/2022

We recommend blocking your chimney to prevent the airflow being pulled up the chimney and away from the product, the downdraft from the chimney affecting the product and to prevent debris falling on the product. 

 

The flame effect is likely to change if this is not carried out and there is the potential for the heating elements to overheat which would cause the safety cut-out to operate. 

Do Quantum heaters support Time of Use tariffs?

Last updated on 16/05/2022

Yes, but there are some points to be aware of.

• Quantum heaters need an economy tariff in order to charge up at a cheaper electricity rate. Quantum is designed to work on a 7-hour economy tariff. If the tariff is less than this, the heater may not be able to fully charge in the coldest of weather.

• For dual supply installations, the off-peak consumer unit needs to be energised by the electricity meter only when it is cheap.

• For single supply installations, the tariff must be “whole house switchover” type. The off-peak times must be entered into the heater’s “Charge Times” menu so the heater knows when it can charge at the cheap rate. The tariff must be at the same times each night!

• For single supply installations, check if the electricity meter switches between GMT/BST and adjust the charge times in the heater if needed when the clocks change.

• Please refer to the installation instructions in full if installing to a single supply.

• Time of Use tariff – an electricity tariff where the cost varies depending on the time of day when that electricity is used

• Dual supply installation – where a 24 hour “peak” and time restricted “off-peak” supply are feeding the heater. The restricted supply is only live during the cheap time periods.

• Single supply installation – where a single 24-hour supply is given to the heater. The heater then needs to be told exactly when the electricity is cheap.

• Whole House switchover – where the whole house is billed at the cheaper rate, rather than just a limited set of circuits in the home, during the cheap rate.

What causes the Quantum screen to flash red with no text on screen?

Last updated on 16/05/2022

The LCD has an inbuilt temperature sensor and if it detects it has seen an excessive temperature.

This could occur if the heater is covered or obstructed. 

It could also occur if the storage elements were not inserted correctly into the core when the heater was installed, or if the inner core cover is not correctly secured and the insulation correctly tucked in correctly. 

If none of these are the issue, it could be a faulty temperature sensor inside the User Interface screen – the solution is to replace the User Interface.

Can I use an extension lead on your products?

Last updated on 22/05/2017

We do not recommend using extension cables with any of our products.

Is the Optimyst easy to clean?

Last updated on 26/09/2017

Yes – the sump unit, nozzle and water bottle can be cleaned with washing up liquid or even go in the dishwasher.

How can I clean my installed fan heater?

Last updated on 01/11/2017

General Cleaning

The external appearance can be maintained by wiping occasionally with a damp cloth. For stain removal, a weak soap solution can be applied and then wiped dry.

Internal Cleaning & Maintenance

To help prevent the build-up of dust and fluff in the heater, it is advisable to apply the soft brush attachment of a vacuum cleaner to the grille occasionally. From time to time it may be necessary to remove the heater from the furniture unit so that the interior of the heater and the heater compartment can be cleared of any accumulated dust or fluff by means of a vacuum cleaner.

To remove, unscrew the six fixing screws and withdraw the appliance from the plinth. To gain access to the inside of the appliance, remove the screws securing the top cover and clean the interior of the heater using the soft brush attachment of a vacuum cleaner, taking care not to damage the fan. Refit the top cover. The interior compartment of the furniture unit should also be cleared of dust and fluff using the vacuum cleaner nozzle. Remount the heater in the plinth ensuring the rear support bracket is still adjusted correctly. The electricity supply to the heater can now be switched back on.

How does a humidistat work on a dehumidifier?

Last updated on 10/11/2017

A humidistat works similarly to a thermostat, but for humidity. It measures the amount of moisture in the air, and if it is higher than the setting then it will turn on and reduce the humidity to the level required. If the humidity is lower than the humidistat setting, it will remain off.

Too much mist is being produced

Last updated on 20/11/2017

-First, adjust the mist effect down on the fire.

 

-If the problem continues, this may be an issue with the mist control and should be rectified by a service engineer. Please fill out our service call request form at the bottom of this page.

 

The display is flashing or staying red

Last updated on 28/11/2017

-If the Q-Rad is obstructed by furniture, for example, then please move the obstruction and switch the Q-Rad off at the wall for 15 minutes before turning it back on. This should reset the Q-Rad and the fault should have cleared.

 

-If the problem still persists within 24 hours, you will need to request a service call using the form at the bottom of this page.

 

No heat is being produced

Last updated on 28/11/2017

-If the cylinder is indirect (meaning you have a separate heat source such as a boiler) then you will need to check the other heat source for issues.

 

-If the heat is direct, please ensure the isolation switches are on and check the water temperature the following morning.

 

-If the external timer is not functioning normally, you will have to contact your installer or electrician to check this.

 

-Please check that the fuse board switches are all on.

 

-If other storage heaters are not working on the property, you will have to contact your electrician or energy provider to check the power supply is working normally.

 

-If your product is still within its two-year parts and 25-year cylinder body warranty, providing it has a full-service history, then please request a service call using the form at the bottom of this page. If not, please contact a G3 qualified plumber to check the electric immersion.

 

TEST - SHOWERS

Last updated on 12/10/2021

Turn it up to make it hotter

What is adaptive start and how to I enable/disable it?

Last updated on 16/05/2022

Adaptive Start is where the heater begins heating the room a few minutes before the set times in the timer. This may be beneficial in a bedroom, where you want the room to be at 21C between 06:00 and 06:30 when you get out of bed. The heater then learns how many minutes it will take to get to 21C based on the current room temperature and start warming the room before 06:00 in time for that 06:00 start.

To enable or disable this, it is altered by pressing MENU – Settings – Adaptive – Adaptive Start – Disable/Enable.

What is the guarantee on your portable products?

Last updated on 22/05/2017

The guarantee can vary with the portable products between 1-5 years. You can email us for specific information using our customer support form.

How often should I clean my Optimyst fire?

Last updated on 26/09/2017

It is important to maintain your Dimplex Optimyst fire. Cleaning every two weeks will help ensure that it runs as it should and provide you with a realistic and comfortable fireplace.

Am I able to clean my portable heater?

Last updated on 01/11/2017

Yes, but do take care.  Before commencing cleaning, switch off the heater, unplug from the socket and allow it to cool.  The outside casing can be cleaned by carefully wiping it over with a soft, only partially damp cloth.  Do not use abrasive cleaning powders or furniture polish, as this can damage the surface finish.  Please ensure the product has not been made wet during this process.  Do not get any moisture in the switches or screens.

How do I drain my dehumidifier?

Last updated on 10/11/2017

Emptying your dehumidifier is simple. Ensure that the appliance is turned off and unplugged before removing the water tank and emptying it. Gently refit the water tank and wait three minutes before turning back on. There is also a continuous drainage option with most Dimplex dehumidifiers, to find out more about this, please see the instructions on the relevant product page.

Not enough mist is being produced

Last updated on 20/11/2017

-Check that the sump is full but not overfilled, and that the filler cap to the water tank is screwed on firmly to ensure water is not seeping into the sump and causing it to overfill.

 

-Secondly, ensure the black lead from the transducer is not crossing the top of the transducer disc, this will minimise or completely stop the formation of mist.

 

-Check the mist nozzle (the orange component sat on top of the sump). Ensure it is clean and clear of deposits and that there are no obstructions.

 

-Finally, check that all the lamps are working and replace any that are not. These are available from the spares section of our website.

 

-If none of these steps resolve the issue, then please fill out the service call request form at the bottom of this page.

 

Not enough heat is being produced

Last updated on 28/11/2017

- Please ensure that you are not turning the temperature down at night as this is not the most economical and effective way to use the heater. If you are doing this, then please select the desired temperature and leave it alone, tweaking by only one degree at a time.

 

-If there is another heat source in the room, such as another Q-Rad, a gas or open fire, or the room warms up due to direct sunlight, then please try turning the temperature up slightly to compensate for the additional heat source in the room.

 

-Please ensure that there are no other heat sources in close vicinity to the Q-Rad, the temperature is correctly set and the details such as date, time and programme are all set correctly.  Refer to the product instructions on the product page of this site for assistance with this.

 

-If the problem still persists within 24 hours, you will need to request a service call using the form at the bottom of this page.

 

My product is damaged or is missing some parts

Last updated on 11/12/2017

If you have recently purchased an Optiflame fire and any component is damaged or missing please contact customer services on 0344 879 3588 or fill out the request form at the bottom of this page.

TEST - SHOWERS

Last updated on 12/10/2021

Turn it up to make it hotter

What is adaptive start and how to I enable/disable it?

Last updated on 16/05/2022

Adaptive Start is where the heater begins heating the room a few minutes before the set times in the timer. This may be beneficial in a bedroom, where you want the room to be at 21C between 06:00 and 06:30 when you get out of bed. The heater then learns how many minutes it will take to get to 21C based on the current room temperature and start warming the room before 06:00 in time for that 06:00 start.

To enable or disable this, it is altered by pressing MENU – Settings – Adaptive – Adaptive Start – Disable/Enable.

The property has conventional storage heaters with just an Off-peak Supply, are Quantum heaters suitable for this?

Last updated on 21/09/2017

Quantum heaters and their use with a single supply is still under development, at this moment in time two supplies will still be required for the Quantum. These are: Peak Supply to control the electronics, fan and boost and an Off-peak Supply for the storage core.

Please note: Our Technical Team will not and cannot comment on single supply installations for at the time of writing the company does not condone this, to reiterate both a Peak and Off-peak supply are required.

How often must I top up the water in my Optimyst fire?

Last updated on 26/09/2017

When run constantly, the Optimyst tank will run for approximately 8-10 hours. 

Can I use a portable heater to dry my clothes?

Last updated on 01/11/2017

Portable heaters are for use in warming a room, no objects or clothes should be placed on a portable heater.

How often should I clean and replace the filter in my dehumidifier?

Last updated on 10/11/2017

The filter should be removed and cleaned with warm water every two weeks and allowed to dry naturally before being returned. We recommend the filter be replaced every three months. Replacement filters can be bought from the spares section of our website.

The remote for my Optimyst is faulty

Last updated on 20/11/2017

- Ensure new or fully charged rechargeable batteries are correctly inserted and are correctly orientated.

 

-Ensure that the remote is being used within the parameters stated in the user instructions. The signal is directive, so the remote control must be pointed towards the fire.

 

-Ensure the small infrared receiver lens is clean – this is located within the fret on the right hand side in Inset fires, and top right hand side of the controls on modules and stoves.

 

-If none of these steps resolve the issue, then please fill out the service call request form at the bottom of this page.

 

Too much heat is being produced

Last updated on 28/11/2017

-Please ensure that the Q-Rad display is working correctly by pressing the round button. If it states ‘MAX’ then please turn the temperature down using the dial.

 

-If other Q-Rads are working correctly in the property, the software may have locked out. Please turn the Q-Rad off at the wall, leave it for 15 minutes and then switch it back on.

 

-Ensure that the Q-Rad is not in ‘Open Window’ (OW) mode if it is in the path of a draft, as this will affect the heat output.

 

-If the display screen looks damaged in any way, has stayed at just one colour, or if a fault code has ever been displayed, please contact our customer services team using our contact form.

 

-Please ensure that there are no other heat sources near the Q-Rad, the temperature is correctly set and the details such as date, time and programme are all set correctly.  Refer to the product instructions on the product page of this site for assistance with this.

 

-If the problem still persists within 24 hours, you will need to request a service call using the form at the bottom of this page.

 

The fuel effect appears to be the wrong colour

Last updated on 11/12/2017

The fuel effect material will vary in colour from batch to batch, this can cause some effects to have more of a yellow, red, or orange look to them, where black paint is applied, it will vary slightly in intensity from batch to batch. The level of lighting within a shop may also change the fires appearance. This is normal.

Installed Heating Test

Last updated on 12/10/2021

TEST

What does the circular arrow symbol mean on the Quantum screen?

Last updated on 16/05/2022

The circular arrow icon (see attached photo) indicates that Adaptive Start is enabled in use.

There are tall skirting boards within the property how can this obstacle be overcome for the Quantum heater?

Last updated on 21/09/2017

There are three ways, all of which we recommend.

1) Fit our "Quantum Tall Feet" accessory. These feet should be ordered prior to the installation being carried out. They would be fitted instead of the feet supplied with the Quantum Heater. The overall height of the tall foot is 140mm and can be ordered through your wholesalers, the part number is 080479. These come as a pair, but without fixing screws. The fixing screws that come with the product for the original feet should be used.

2) Cut away the skirting board utilising a "multi saw".

3) Batten the Quantum heater away from the wall, the same distance as the thickness of the skirting board. Dimplex will be releasing a video in the near future on how to do this.

Can I use scented water in my Optimyst fire?

Last updated on 26/09/2017

No. We do not recommend using scented waters or oils in your Optimyst fire. If you are looking to add a fresh fragrance to your room, we suggest using a Dimplex Aroma Diffuser.

Can my Quantum be installed within a guard/cage?

Last updated on 01/11/2017

Yes. These can be bought from AIANO Ltd. Their contact telephone number is 0207 987 1185.

Where can I place my cooling fan?

Last updated on 10/11/2017

You can use this appliance anywhere indoors, as long as it is not near heat, open flames, cooking appliances or any heating appliances.

How long can I leave water to stand in my Optimyst fire?

Last updated on 23/11/2017

We do not advise leaving water to stand in the Optimyst tank for more than two weeks.

No heat is being produced

Last updated on 28/11/2017

-If the Q-Rad has been used as an aid to dry clothes, then the display and controls may have been damaged and you should get in touch with our customer services team.

 

-Please check to see if ‘Open Window’ (OW) is displayed. If it is then please disable this referring to the product instructions which can be found on the product page of this website.

 

-If the Q-Rad is still not producing heat, then please ensure there are no other heat sources near the Q-Rad, the temperature is turned up and the details such as date, time and programme are all set correctly. Refer to the product instructions on the product page of this site for assistance with this.

 

-If the problem still persists within 24 hours, you will need to request a service call using the form at the bottom of this page.

 

 

The remote control is not working

Last updated on 11/12/2017

-If your Optiflame fire includes a remote control unit to operate the fire it should be able to turn the fire to on or off and turn the heating element on or off. It can take a little while for the fire to respond to the remote control, avoid pressing the buttons on the remote control more than once within any two second period.

 

-If the fires is not responding at all to the remote control, please check that batteries are installed in the remote control and ensure they are fitted in the correct way (see the + & - markings). If batteries are already installed, please try a new set available from most retail outlets.

 

-If the fire is still not responding to the remote control, and providing the product is within the warranty period please fill out the service request form at the bottom of this page. 

 

 

Installed Heating Test

Last updated on 12/10/2021

TEST

What does the circular arrow symbol mean on the Quantum screen?

Last updated on 16/05/2022

The circular arrow icon (see attached photo) indicates that Adaptive Start is enabled in use.

Can the Quantum be installed within a cabinet?

Last updated on 21/09/2017

No, this would not meet the clearence allowance and would create a "micro-climate" around the heater and affect its operation and ability to sense room temperatures.

How do I clean my Optimyst fire?

Last updated on 26/09/2017

  1. First clean out the sump. Access the sump by removing the fuel bed, and water bottle.
  2. Using the two retaining clips either-side, unclip and remove the mist nozzle. Unplug the transducer from the power jack and lift out the transducer.
  3. Lift out the sump tank being careful not to spill any residual water. At a sink rinse out the sump tank with tap water, using a dry cloth or paper towel to wipe clean and dry
  4. Replace the sump into your Dimplex Optimyst using the guiding slot on the side of the sump into the casing.
  5. Replace the transducer, locating it into its recess on the bottom of the sump using the small tab to help properly orientate the transducer. Plug the transducer cable into the power jack, ensuring that the cable is route through the guidance slot on the side of the sump tank.
  6. Secure the mist nozzle back in place with the red retaining clips, replacing the water bottle and fuel bed.
  7. While removed, refill the water bottle unscrewing the screwtop over a sink refill the water bottle. It is important that filtered water is used to help avoid limescale build up within your Dimplex Optimyst.
  8. Replace the screw top ensuring a water tight seal, but being careful not to over tighten.Replace the water bottle and fuel bed and turn on your Optimyst.

Can I use an extension lead on my portable Dimplex products?

Last updated on 01/11/2017

We do not recommend the use of an extension lead for any of our portable products with the exception of the Desk Friend portable fan heater.

How do I clean my cooling fan?

Last updated on 10/11/2017

Disconnect it from the mains before attempting to clean the appliance. Clean the air inlet and outlet regularly with a soft, damp (not wet) cloth as these areas accumulate dust normally during use. Do not use petrol or solvents or abrasive cleaning agents as these will ruin the surface of the fan.

How do I clean my Opti-V fire?

Last updated on 23/11/2017

For general cleaning, use a soft clean duster – never use abrasive cleaners. The glass screen should be cleaned carefully with a soft, lint-free cloth.

No display is showing

Last updated on 28/11/2017

-If the Q-Rad has been used as an aid to dry clothes, then the display and controls may have been damaged and you should get in touch with our customer services team.

 

-If this is not the case, but problem still persists you will need to request a service call using the form at the bottom of this page.

 

There is a noise when operating the heat effect

Last updated on 11/12/2017

-When in a quiet environment a heat blower motor can be heard operating in all of our Optiflame fires, this is normal.

 

-If louder, for example, it can be heard over the sound of a television operating normally, then first check if fire is positioned on a solid hearth. If so, bring the fire forward onto the carpet or rug in front of the fire place. If this addresses the noise you are hearing then try positioning a piece of underlay or carpet under the fire when re-positioned on the hearth, this should solve the problem.

 

-Vacuuming of the heat blower area is also recommended, as this can help the fan located inside run more freely. This is important as the fan controls airflow over the heating element.

 

-If the motor’s sound level has noticeably increased and these actions do not resolve the problem please fill out the service call request form at the bottom of this page.

 

TEST AIR TREATMENT

Last updated on 12/10/2021

TEST TEST TEST

Can the heaters be controlled via the Dimplex Control app whilst the heaters themselves are in a Child Lock or PIN lock state?

Last updated on 16/05/2022

If the heaters are PIN locked or Child Locked at the heater, this also locks the heaters controls within the Dimplex Control app. The heaters will need to be unlocked at the heater before settings can be changed.

Can my storage heater be installed within a guard/cage?

Last updated on 21/09/2017

Yes. These can be bought from AIANO Ltd. Their contact telephone number is 0207 987 1185.

How do I clean my installed heater?

Last updated on 27/09/2017

To maintain the external appearance of the heater it need only be wiped over occasionally with a dry duster. During the summer months, or at other times when the appliance is not in use and is completely cold, the opportunity should be taken to wipe over with a damp cloth. Do not use abrasive cleaning powders or furniture polish. Discolouration of wall finishes can sometimes occur immediately above a heater due to the properties of some paints and decorating materials or the presence of environmental impurities in the air (such as soot, cigarette smoke or incense generated from the burning of candles, etc).

Where can my portable heater be placed?

Last updated on 01/11/2017

Your portable heater can be placed anywhere in the home besides bathrooms, provided it is on a level surface and is at least a metre away from clothes, curtains and furniture.

How do I clean my air purifier?

Last updated on 10/11/2017

It is recommended that you clean the outer body of the air purifier every 2 weeks using a soft cloth dampened in water. Do not use sprays, alcohol or other aggressive or abrasive substances. Only clean the air outlet grille with a soft brush to lift any dust. Do not insert any objects into the openings of the product.

Always remember to disconnect the power cable plug from the mains socket before carrying out any cleaning operations.

How high can I install my Opti-V fire?

Last updated on 23/11/2017

There is a choice of height when fitting Opti-V wall mounted fires. Recommended heights depend on the location of viewing.

If viewed from sitting, we recommend a minimum of 65cm from the floor to the bottom opening of the fire, and from standing, a minimum of 110cm is recommended from the floor to the bottom of the opening of the fire.

There is a leak

Last updated on 28/11/2017

-If the leak is coming from the Tundish on your venting pipe (see image below) then the expansion vessel may need to be recharged.  You should contact your plumber regarding this. It is one of the vital checks that should be done during annual servicing.

 

-If the leak is coming through one of the other pipes connecting to the cylinder, then you will have to contact your plumber to tighten or re-solder any leaking pipework.

 

-If the leak is coming directly from your Quantum cylinder and is within its warranty, then please request a service call using the form at the bottom of this page. If not, then please contact your installer or cylinder engineer.

 

tundish

There is a noise when operating the flame effect

Last updated on 11/12/2017

-When in a quiet environment a motor can be heard operating in all of our Optiflame fires, this is normal.

 

-If louder, for example, it can be heard over the sound of a television operating normally, then first check if fire is positioned on a solid hearth. If so, bring the fire forward onto the carpet or rug in front of the fire place. If this addresses the noise you are hearing then try positioning a piece of underlay or carpet under the fire when re-positioned on the hearth, this should solve the problem.

 

-If the fire is not positioned on a solid hearth, or continues to make a louder noise please unplug the fire then remove the fuel effect by following the procedure within the operating instructions.

 

-The fan unit will be visible at this point, check for any obstructions that may be catching in the fan, it may only be a small piece of coal or pebbles that have fallen from the plastic bed above.  Vacuuming the fan area may also help the fan run more freely.

 

-If the motor’s sound level has noticeably increased and these actions do not resolve the problem please fill out the service call request form at the bottom of this page.

 

 

TEST AIR TREATMENT

Last updated on 12/10/2021

TEST TEST TEST

Can the heaters be controlled via the Dimplex Control app whilst the heaters themselves are in a Child Lock or PIN lock state?

Last updated on 16/05/2022

If the heaters are PIN locked or Child Locked at the heater, this also locks the heaters controls within the Dimplex Control app. The heaters will need to be unlocked at the heater before settings can be changed.

How does 'boost' work on my Quantum heater?

Last updated on 21/09/2017

The boost element will only operate if the level of stored energy taken for that day is below 50%.

Use this function ONLY if you require a room teperature that cannot be achieved from the Off-peak stored energy, and because you are cold.

OR

If the Off-peak supply is faulty, cannot be used, or you have been advised to switch off the Off-peak so that the storage heaters core can cool down for a service engineers visit, use the boost facility to provide you with heat.

Use the boost with care, as this utilises Peak Electricity (taking the energy at day time at a higher rate).

Please note: For a service visit, which may involve accessing the core of the heater. The Off-peak must be switched off for at least 72 hours, this is due to the high temperatures that are inside the core of the heater. Switch the boost off, set the temperature to max and set the program to HAD.

For more information about the boost function, watch this video from our Youtube channel

Can I paint my Optimyst fire?

Last updated on 23/10/2017

No. We do not recommend the painting of any of our products. 

What is a runback timer?

Last updated on 01/11/2017

A runback timer allows you to programme the product to operate for a set period of time and then switch off automatically. For example, an 8 hour runback timer will allow the product to operate for 8 hours and then switch off.

Will I need to replace the filter in my air purifier?

Last updated on 10/11/2017

Yes. The filter cannot be washed and its life depends on the time of use and the quality of air in the environment. (It is recommended to replace the filter at least every 2000 hours of use). If the environment is particularly dusty, the filter should be replaced more frequently. Replacement filters can be purchased from the spares section of our website.

Where should I position my Opti-V fire?

Last updated on 23/11/2017

Due to the illusory reflection technique of the Opti-V, it works best when ambient light levels are low. For the best flame effect, place the fire in dimly lit areas.

The water is too cold

Last updated on 28/11/2017

-Please ensure that the primary temperature is set to 60°C or above and is left overnight.

 

-If this is still an issue, please check that the boost temperature is also set to 60°C or above and ensure to press boost if you require extra hot water.

 

-Please bear in mind that if you have used a lot of water during the day then it will have been refilled from the bottom with cold water, causing the tank temperature to drop. You may need to use the boost function if there has been high usage.

 

-Lastly, please hold down ‘Menu’, ‘Back and the dial until ‘Service’ appears on the screen. Then go to ‘Tariff’. If you are on a dual rate economy tariff, then this should be set to off-peak. If there is still an issue, it could be due to an insufficient number of hours of off-peak electricity. If it is set to ‘Timed’ and you are on a flat rate single tariff, ensure there are at least seven hours of time set within the timer option.

 

Flames are not moving

Last updated on 11/12/2017

-When in a quiet environment a motor can be heard operating in all of our Optiflame fires, this is normal.   If louder, for example, it can be heard over the sound of a television operating normally, then first check if fire is positioned on a solid hearth

 

-If you can hear the motor running check that the lamps are working. Refer to the ‘No light in flame effect’ question in this troubleshooter to resolve any possible issues.

 

-If you cannot hear the motor running please unplug the fire and then remove the fueleffect by following the procedure within the operating instructions.

 

-The fan unit will be visible at this point, please check for any obstructions that may prevent the fan from turning, this may be a small piece of coal or pebbles that have fallen from the plastic bed above.

 

-Vacuuming the fan area may also help if dust, fluff or pet hairs have accumulated during use.

 

-If this does not resolve the issue, then please fill out the service call request form at the bottom of this page.

 

 

 

TEST

Last updated on 12/10/2021

Portables test article

What are the feet positions on the Quantum / Quantum RF heater?

Last updated on 16/05/2022

There are two possible positions to the feet, position X or Y as per the diagram below, alongside their measurements. This allows the heater to more easily retrofit where they carpet may already be cut. These apply from the original Series A Quantum right up to present day Quantum RF heaters.
VCG7Zy24O6-bEzNmeiIApXIhfL0Bd7emXA.png?1634993990

What do the display messages mean on my Quantum Heater?

Last updated on 21/09/2017

Child Lock Displayed - This has locked the controls. How to unlock this is in the instructions.

Heater Disabled - This may occur if the heater has been switched off for a long period of time, (the battery in the UI has discharged). Ensure both supplies are switched on, set the time and date (this will remove the message). Set up the heater suitably for your needs, program and temperature. The product will require a new battery within the UI. Please contact Glen Dimplex Heating and Ventilation After Sales for a replacement.

School Lock Displayed - There are two situations in which this can occur. 1) Straight after installation, switch off both supplies to the heater, wait a few seconds and switch back on, If the fault has cleared, set up of the heater. If the fault has not cleared then ask the installer to reattend. 2) After one of our service agents or regional engineers has attended the customers property and reprogrammed the heaters, they will need to go back. Contact Glen Dimplex Heating and Ventilation After Sales to discuss.

Boost Displayed - This shows when Boost is in use.

To learn more about using the interface on your Quantum, visit our Youtube channel.

Can I use an extension lead with my Optimyst fire?

Last updated on 23/10/2017

No. We do not recommend the use of an extension lead with any of our products.

There is no display on my Quantum

Last updated on 10/11/2017

- If the Quantum has functioned normally before this point but is now not showing the display, please press the selector dial.

 

- If the screen is still not displayed, check if any other storage heaters in your property are working correctly. If you do not have any other storage heaters within the property to check against then you will need to request a service call using the form at the bottom of this page.

 

- If the Quantum is the only storage heater in the property that isn't working, you will need to contact your Quantum installer who is required to revisit the property to check the wiring.

 

How do I replace the filter in my air purifier?

Last updated on 10/11/2017

  • Switch off the equipment and disconnect the power cable plug from the mains socket
  • Raise the filter release catch located at the rear of the product and remove the air inlet grille
  • Remove the old filter and replace it with a new filter
  • Reassemble the equipment carrying out the above operations in the reverse order

How can I clean my radiant bar fire?

Last updated on 23/11/2017

Before cleaning the heater, disconnect it by pulling out the plug from the wall socket. Do not use detergents, abrasive cleaning powder or polish of any kind on the body of the heater.

Allow the heater to cool, then wipe with a dry cloth to remove dust and a damp cloth (not wet) to clean off stains. Be careful not to allow moisture into the heater.

The water is too hot

Last updated on 28/11/2017

-Please check what the primary and boost temperature is set to. If it is at 60°C or greater, then please turn it down to around 45°C – this should be warm enough for most people’s needs.

 

- If this does not fix the issue, then please hold down ‘Menu’ ‘Back’ and the dial until the service screen is shown. Then go to ‘Hygiene’. If it is set to ‘Daily 60°C’ or higher, then please change this to ‘Weekly 60°C’. This function will raise the hot water to 60°C once a week to kill off any legionella.

 

-Please bear in mind that it is a requirement to prevent legionella in the pipework and cylinder, and to do this, the water needs to heat up to 60°C once a week. If this is a problem, you may need to look into having a blending mixer tap fitted to the bath or shower if needed.

 

Flame effect appears dull

Last updated on 11/12/2017

-If a lamp is not operating refer to the ‘No light in flame effect’ question in this troubleshooter. Older Optiflame fires should be fitted with S.E.S candle bulbs. If bulbs have been replaced check that the correct wattage has been used and replace as necessary. New energy efficient bulbs may take a little longer to reach full incandescence, so the flame effect may initially appear dull when first switched on.

 

-If the room is very brightly lit this can reduce the impact of the flame effect but the fire will be working normally. 

 

TEST

Last updated on 12/10/2021

Portables test article

What are the feet positions on the Quantum / Quantum RF heater?

Last updated on 16/05/2022

There are two possible positions to the feet, position X or Y as per the diagram below, alongside their measurements. This allows the heater to more easily retrofit where they carpet may already be cut. These apply from the original Series A Quantum right up to present day Quantum RF heaters.
VCG7Zy24O6-bEzNmeiIApXIhfL0Bd7emXA.png?1634993990

How does 'extra charge' work on my Quantum?

Last updated on 21/09/2017

Firstly, what does extra charge do?

The extra charge function adds incremental minutes to the final calculation of charge required to what will be taken into the core that night. So at midnight the heater will look at historic usage, future requirements, weather adjustments and some other pieces of information and calculate a number of minutes for which charge will be taken. On a typical E7 tariff there are 420 minutes available. Say the unit calculates 300 minutes are required, but an extra charge of 1hr is in place. The unit will now charge for 360 minutes.

Using this function will always add the extra minutes. So should a minimal charge of 80 minutes be calculated in the late spring/early autumn months, the addition of the 60 minutes extra charge will produce a total of 140 minutes, having a greater proportional impact. The extra heat may be more noticeable to the user here than during heavier heating periods.  

Secondly, when should it be used?

If the heater is not calculating a sufficient charge by itself an additional charge can be ‘forced’ from the unit by selecting the extra charge function. For example:

• If you require an unusually high temperature and are experiencing a loss of heat at the end of the day.

• If you require to have a low temperature early in the day then a higher temperature through the evening, but cannot leave the temperature high overnight during the charge period.

• In a situation where under-heating would be potentially hazardous, for example due to user health requirements, and it is preferable to maintain a larger ‘reserve’ in the core. It is rare that this function be required, as in the vast majority of cases the product correctly interprets the requirements and charges sufficiently. This function simply offers a simple override function in situations where the calculated charge, for whatever reason, is insufficient. 

Can I install a Q-Rad in my bathroom?

Last updated on 01/11/2017

All Q-Rad models are splash proof to IP24 standard and may be used in bathrooms. However, if the heater is installed in a room containing a bath or shower, in accordance with the current wiring regulations, minimum clearances and IP zone requirements must be adhered to. We recommend contacting your electrician or installer to assess the suitability of a Q-Rad being installed within your bathroom.

The boost is not working

Last updated on 10/11/2017

-If the Quantum has functioned normally before this point but the boost is now not working, the first thing to do is to check what temperature the Quantum is set to. Press the round dial once and look at what temperature is displayed on the screen.

 

-To rule out the issue of the Quantum not having enough charge due to the temperature setting, set the temperature to maximum - Max (26) - and ensure that the comfort setting is on (you can check this by looking at the main screen) and leave it to charge overnight. If this does not resolve the issue, it may be a result of what programmes the Quantum has turned on. 

 

-Check if the comfort setting is 'on' or 'off' by pressing the round dial once. At the bottom of the screen it will either read 'Comfort off' meaning the fan is off and no heat is being produced, or 'Comfort on' meaning that the fan is on and heat is being produced.

 

-If ‘off’, set the temperature to maximum and 'comfort' to 'on' by pressing the 'advance' button and leave it to charge overnight. You can confirm this by looking at the main screen - it will read 'Comfort on'.

 

-If the problem persists and other storage heaters within the same property are working and functioning as normal, your Quantum installer will be required to reattend to check the wiring. If this is the only storage heater in the property, please request a service call using the form at the bottom of this page.

 

What products can I use in my Aroma Diffuser?

Last updated on 10/11/2017

To add scent to your room, use 2-5 drops of 100% essential oils to the water in the reservoir. Use filtered water where possible, do not use de-ionised water in the Dimplex Aroma Diffuser.

How can I change the bulb in my Dimplex electric fire?

Last updated on 23/11/2017

Please see the product instructions (which can be found on the manuals and guides tab of the relevant product page) or alternatively you can view our ‘How to change a lightbulb in your fire’ document.

 

An error screen is being shown

Last updated on 28/11/2017

- If the screen is showing ‘Reset external boost switch’ you will have to turn off the separate wall switch that boosts the hot water. This should clear the message and should be switched back on again when another boost is required.

 

-If the screen shows ‘Error 1’, ‘Error 2’, ‘Error 3’, ‘Error 4’, or ‘Error 5’ ‘LIN…’ or ‘Safe mode’ you will need to request a service call using the form at the bottom of this page.

 

-If none of these are the error screen being shown, please call our customer service team on 0344 879 35 88

 

No light in the flame effect

Last updated on 11/12/2017

-Ensure the flame effect is switched on, the switch is typically marked with a light bulb graphic. If you are not seeing the light effect please check the status of the lighting to see if they have failed and so will need replacing.

 

-For recent models with LED lighting please fill out the service call request form at the bottom of this page.

 

-For older models with S.E.S candle bulbs, check if one or all bulbs have failed. If only one bulb has failed, turn off the fire and wait until the working bulbs have cooled enough to be safe to touch. Then try a bulb that is working in the failed bulb’s position as a check. If it lights up when the fire is switched back on please purchase a replacement. If all bulbs have failed, purchase new bulbs and replace all. 

 

-If this does not resolve the problem please fill out the service call request form at the bottom of this page.

 

 

TEST ELEC FLAME

Last updated on 12/10/2021

TEST

Where are the wall fixings for the LPP-E panel heater?

Last updated on 16/05/2022

We do not supply wall fixings with the LPP-E panel heater. 

The reason is that the heater could be mounted to a variety of different wall types, each requiring different wall fixings ie plugs & screws for brick, drywall screws for studwork behind plasterboard, or specialist plasterboard fixings when studwork cannot be located. 

How do I set the date and time on my Quantum?

Last updated on 21/09/2017

Press the menu button (1)

Select Date/Time by pressing the Selector Dial (2)

Setting the date and time on Quantum

Rotate Selector Dial to select the correct ‘day’ and press the centre of the dial to select it.

Setting the date and time on Quantum

Rotate the Selector Dial to select the correct ‘day of the month’ and press the centre of the dial to select it. Repeat this process until the date and time have been set, ensuring to press the dial to select. Press the back button to return to the main screen.

Setting the date and time on Quantum

For more information, view our Quantum date and time setting video.

How do I clean my Q-Rad?

Last updated on 01/11/2017

Before commencing cleaning, disconnect the electricity supply to the Q-Rad and allow it to cool. The outside can be cleaned by wiping it over with a soft damp cloth and then dried. Do not use abrasive cleaning powders or furniture polish, as this can damage the surface finish. To release the heater from the wall bracket for cleaning or redecoration, depress the latch on both brackets and hinge forward.

The display is flashing

Last updated on 10/11/2017

-If your Quantum has previously worked correctly and this is a new issue with your heater first check if the display is flashing red or blue, or another colour.

 

-If the display is flashing either red or blue, please adjust the temperature up or down using the selector dial. If it is flashing a colour other than red or blue, this rules out an issue with the set point range and we will need to check what other programmes have been set on your Quantum.

 

-If the child lock is 'on' (this will be displayed on the home screen), disable this by pressing and holding the dial and back button together until the display no longer says child lock on it. 

 

-If that does not rectify the problem, check if any of the programmes have been altered recently. Examples of the programmes that may have been set are: home all day, out all day or holiday mode. You can check what programmes are set by looking at the main screen and seeing what programme is displayed. Switch off the 24-hour supply for 10 seconds to factory reset your Quantum.

 

-If this does not resolve the issue, we need to check what temperature the heat is set to in the evening on your Quantum. You can do this by pressing the round dial once and looking at what temperature is displayed on the screen of the Quantum. 

 

-The display will flash if the temperature has been turned down. The temperature must not be adjusted in the evenings, it should be left constant throughout the day as this affects the amount of charge collected throughout the night. 

 

-If the desired temperature is showing, then please request a service call using the form at the bottom of this page.

 

How often should I clean my Aroma Diffuser?

Last updated on 10/11/2017

Your Aroma Diffuser should be emptied and cleaned every third day. Ensure that the product is turned off and unplugged and then empty the tank and clean it with fresh tap water. Be sure to remove any scale, deposits, or film that has formed on the sides of the tank or on interior surfaces, and wipe all surfaces dry.

Which electric fires have a crackling fire sound as an optional setting?

Last updated on 23/11/2017

All Opti-V electric fires and stoves and selected Optimyst cassettes have an optional crackling fire audio effect.

The boost function is not working

Last updated on 28/11/2017

-If there is a message on the screen saying ‘Reset the external boost switch’ then you will have to turn off the separate wall switch that boosts the hot water. This should clear the message and should be switched back on again when another boost is required.

 

-Ensure that the boost temperature has been set to 60°C or greater. If it was below this, then please set this as the temperature and try using boost again.

 

-If this has not rectified the problem, please power the cylinder off and turn it back on again, taking note of what software version is installed. If it reads ‘UI51 CC45’ or a number higher or lower than this and is within its two-year warranty then please request a service call using the form at the bottom of this page. If it reads a higher number than ‘UI51 CC45’ but is no longer covered by the two-year manufacturer’s warranty then you will need to contact your installer or an engineer to service your cylinder.

 

No heat is being produced

Last updated on 11/12/2017

-Has the heat switch been turned on? Press the switch twice to give heat and the flame effect on older models. The latest versions of Optiflame fires will have two switches marked ‘I’ and ‘II’ to select the level of heating, typically 1kW and 2kW output, check if these switches are in the ‘on’ position.

 

-For fires with a dialled thermostatic control turn the dial clockwise to maximum, the heating should not cut out. Then adjust the heating down, turning the dial anti-clockwise until a comfortable temperature is achieved. If the heat cuts out when the thermostat is set to maximum but the room is no warmer it could mean that the cut-out could be faulty and will require servicing.

 

-If the fire is installed into an existing chimney we would also recommend that the flue be partially obstructed to prevent heat being drawn up out of the room.

 

-If these actions do not resolve the problem please fill out the service call request form at the bottom of this page.

 

TEST ELEC FLAME

Last updated on 12/10/2021

TEST

Where are the wall fixings for the LPP-E panel heater?

Last updated on 16/05/2022

We do not supply wall fixings with the LPP-E panel heater. 

The reason is that the heater could be mounted to a variety of different wall types, each requiring different wall fixings ie plugs & screws for brick, drywall screws for studwork behind plasterboard, or specialist plasterboard fixings when studwork cannot be located. 

How do I set the temperature on my Quantum?

Last updated on 21/09/2017

The Selector Dial can be turned clockwise and anti-clockwise and enables the required room temperature to be adjusted. The screen colour changes for warmer and cooler settings, showing deep blue through to bright red. The Selector Dial is also used within the menu options to select and confirm your settings. Pressing the Selector Dial once will reveal the current timer mode, the software version and confirm the off-peak operation.

Setting the temperature on Quantum

For more information, view our step-by-step guide on how to set the temperature on your Quantum.

 

How do I clean my SmartRad?

Last updated on 01/11/2017

The SmartRad heater must be switched off and cooled for cleaning. The surfaces of the heater can be cleaned by wiping with a soft, damp cloth and then dried. Do not use abrasive powder or furniture polish to clean as these may damage the surface.

The Quantum is making a noise

Last updated on 10/11/2017

-Please bear in mind that the Quantum does not operate silently and the sound of air rushing is a completely normal part of the heater’s operation.

 

-Should the Quantum make a banging or creaking noise, or a fan rattle please request a service call using the form at the bottom of this page.

 

Where can I place my Aroma Diffuser?

Last updated on 10/11/2017

Place the Aroma Diffuser on a flat surface, about 60cm away above the floor and 10cm away from walls. We recommend not placing the Aroma Diffuser on wooden furniture which can be damaged should there be an accidental spill of water.

Which electric fires have an optional heat setting?

Last updated on 23/11/2017

All Optiflame and Optimyst fires come with the heat setting as optional, to allow you to enjoy the ambiance of your electric fire all year round.

The Opti-V and Optimyst bespoke cassette ranges are designed for effect only and do not to produce heat.  The exception is the Sunningdale Stove with Opti-V effect which come with heat and the option to adjust the heat settings.

No heat is being produced

Last updated on 28/11/2017

-If other storage heaters on the property are not working correctly, then it could indicate an issue with your off-peak supply. This will require an electrician to attend the property and check it for you.

 

-Ensure that the temperature has been set at 60 °C or greater. If it was below this, then please set this as the temperature and try leaving it overnight.

 

-Ensure that the cylinder is not in holiday mode (by selecting ‘no control’ from the timer mode screen) and that the correct date and time are being displayed on the screen.

 

-If none of the above changes has helped, please power the cylinder off and turn it back on again, taking note of what software version is installed. If it reads ‘UI51 CC45’ or a number higher or lower than this and is within its two-year warranty then please request a service call using the form at the bottom of this page. If it reads a higher number than ‘UI51 CC45’ but is no longer covered by the two-year manufacturer’s warranty then you will need to contact your installer or an engineer to service your cylinder.

 

Can I fit a stove pipe to my Optiflame stove?

Last updated on 16/05/2022

 

You can fit a decorative stove pipe to our Optiflame stove range.

The stove pipe is a cosmetic addition to the product and does not provide any functionality. 

The decorative stove pipe we supply is extendable to two different heights which are 456mm or 516mm, and simply pulls apart and slots together. 

 

The full measurements are: 

Height:  456/516mm 

Bottom pipe Width:  124.2mm 

Top pipe width:  281/221 mm 

 

We do not recommend using a decorative stove pipe with any of our Optimyst electric stoves. For more information, please click here 

What sort of water do I need to use in my Optimyst fire?

Last updated on 16/05/2022

We only recommend using filtered tap water in the Optimyst range of fires.

Is there PTFE inside the ECR portable radiators?

Last updated on 16/05/2022

There is no PTFE used on the ECR portable radiators.

How do I set the programme on my Quantum?

Last updated on 21/09/2017

To choose a timer mode, press Menu and rotate the Selector Dial to select ‘timer mode’ and press the Selector Dial again.

set the program on quantum

Select the mode required, again by rotating and pressing the Selector Dial. For ‘out all day’, three choices are available: select, preview and modify.

Select – choose this timer option

Preview – view the times currently set

Modify – change the times currently set

set the program for quantum

When modify is chosen, select and change each option by rotating and pressing the Selector Dial. When a day is complete, select save to update it.

Once the first day has been set up, it is possible to copy these settings to successive days or all days by again choosing ‘modify’, selecting the day with the correct settings and either choosing ‘copy next’ or ‘copy all’.

set the program

 

To learn more about using the interface on your Quantum, watch our playlist.

Should I turn my SmartRad off during summer?

Last updated on 01/11/2017

If SmartRads are left in standby they have been designed to use very little power. Leaving them switched on during the summer also has the added benefit that they will not lose their timer settings and no one will need to remember to turn them on again when the weather gets colder.

My room is too cold

Last updated on 10/11/2017

-First, check the temperature that the Quantum is set to by pressing the round dial once and looking at what temperature is displayed on the screen of the Quantum.

 

-Set the temperature to maximum – Max (26) - and leave it to charge overnight. Gradually adjust this over next few days until the desired temperature is reached. Our instructional videos will show you how to adjust the temperature settings.

 

-If the temperature settings on the Quantum are correct, then check that there are no other heat sources near the Quantum that could be affecting its performance due to its intelligent thermostat monitor.

 

-Please move the other heat source, such as a fan heater, panel heater or a gas or wood burning fire away from the Quantum.

 

-If there is another Quantum in close proximity set the Quantum heaters to master/slave mode. The nearby heater may have caused the Quantum to turn off prematurely. Please refer to the instructions on how to set the Quantum into master and slave mode. If you have misplaced your instructions, please see the manuals and guides tab on the product page. 

 

-If there is no other heat source in close proximity you will need to request a service call using the form at the bottom of this page.

 

The lights are not coming on when I turn on my Optimyst

Last updated on 20/11/2017

-If one of the lamps supplied with the fire is not working check that it is fitted correctly. If it still does not work then the lamp may have failed. These are available from the spares section of our website and should be replaced immediately.

 

-If all lights are not coming on, first, check that the lamps supplied with the fire are fitted correctly.

 

-If the lamps are correctly fitted, then ensure that the transducer is properly located in the sump and is plugged in. Confirm that there is sufficient water in the sump to cover the transducer.

 

-If these steps do not resolve the issue, then please fill out the service call request form at the bottom of this page.

 

Can I use an extension lead with my fire?

Last updated on 23/11/2017

No. We do not recommend the use of an extension lead with any of our fires.

No display is showing

Last updated on 28/11/2017

-If the Quantum water cylinder has never shown the display, you will need to get back in touch with your installer to check for correct installation.

 

-If the product is under warranty (two years from the date of purchase) then please use the service call request form at the bottom of this page. If your water cylinder is no longer covered by the two-year warranty, you will have to contact your installer or an engineer to service your cylinder.

 

Can I fit a stove pipe to my Optiflame stove?

Last updated on 16/05/2022

 

You can fit a decorative stove pipe to our Optiflame stove range.

The stove pipe is a cosmetic addition to the product and does not provide any functionality. 

The decorative stove pipe we supply is extendable to two different heights which are 456mm or 516mm, and simply pulls apart and slots together. 

 

The full measurements are: 

Height:  456/516mm 

Bottom pipe Width:  124.2mm 

Top pipe width:  281/221 mm 

 

We do not recommend using a decorative stove pipe with any of our Optimyst electric stoves. For more information, please click here 

What sort of water do I need to use in my Optimyst fire?

Last updated on 16/05/2022

We only recommend using filtered tap water in the Optimyst range of fires.

Is there PTFE inside the ECR portable radiators?

Last updated on 16/05/2022

There is no PTFE used on the ECR portable radiators.

What water can I use in my Optimyst fire?

Last updated on 26/09/2017

Use filtered water whenever possible. Don’t use de-ionised water. The auto shut off requires the minerals in the water to detect water level in the sump.

How do I clean my towel rail?

Last updated on 01/11/2017

The finish on your towel rail can be maintained by occasionally wiping over with a damp cloth and lightly finishing with a soft dry cloth. This should only be carried out when the rail is cold. Do not use abrasive cleaning powders as this could damage the surface finish.

My room is too hot

Last updated on 10/11/2017

-First, check what temperature the Quantum is set to by pressing the round dial once and looking at what temperature is displayed on the screen of the Quantum. If it is set above 20°C, set the temperature to 20°C then gradually adjust it to a comfortable temperature over the next few days.

 

-If the room is still too hot, check that there are no other heat sources near the Quantum that could be affecting its performance due to its intelligent thermostat monitor. Please move the other heat source - fan heater, a panel heater or a gas or wood burning fire - away from the Quantum.

 

-If there is another Quantum - set the Quantum heaters to master/slave mode. The nearby heater may have caused the Quantum to turn off prematurely. Please refer to the instructions on how to set the Quantum into master and slave mode. If you have misplaced your instructions, please see the manuals and guides tab on the product page on this website. 

 

-If there is no other heat source in close proximity you will need to request a service call using the form at the bottom of this page.

 

No mist is being produced when I turn on my Optimyst

Last updated on 20/11/2017

-Firstly, check that the water tank has sufficient water so that the sump can be filled and covers the transducer.

 

-Ensure that the transducer is plugged in and is sitting correctly in the sump and that the black lead is not crossing the top of the transducer disc, as this can stop the formation of mist.

 

-If the above steps haven not fixed the issue, it could indicate that the sump fan has failed. To confirm it is working correctly, remove the water tank and mist nozzle, and then gently insert the small cleaning brush (supplied with your Optimyst) into the air outlet from the fan housing located on the top right hand side of the sump. If the fan is working, a sound will be heard and a vibration felt.

 

-Finally, check that all four lamps are fitted and working.

 

-If none of these steps resolve the issue, then please fill out the service call request form at the bottom of this page.

 

Where can I buy replacement lamps for my Optiflame fire?

Last updated on 23/11/2017

To identify which lamps your Optiflame fire uses, you will need to look at the product instructions (which can be found under the manuals and guides tab on the product page). Replacement lamps can be purchased via the spares section of our website.

Cosmetic issues

Last updated on 28/11/2017

For any cosmetic issues with your cylinder, please e-mail the following to renewablesteam@dimplex.co.uk

 

-Name and full address                                

-Contact telephone number                                      

-Installation date                                             

-Model                                

-Serial Number                                

-An image of the cylinder data label                                       

-An image of the cylinder in situ                                               

-An image of the cosmetic damage/issue                                            

-A scanned copy or image of the Benchmark Service Log                                                                                              

 

Once we have received the above, we will review the details and contact you to discuss the matter further.      

 

Can I use essential or scented oils in my Optimyst?

Last updated on 16/05/2022

No, the use of scented oils in these products is not recommended in any of our Optimyst fires.

 

The residue from the oils is likely to reduce the performance and life of the product and oily residue may be deposited on surfaces and furniture within the room.

Can I install a Quantum heater onto carpet?

Last updated on 16/05/2022

The Quantum heater should be installed onto a solid flat floor which can bear the weight of the heater. Not all carpets are firm or flat, so the carpet should be cut around the feet to make a solid surface for the heater to sit.

It is important that all the weight of the product is on the feet and not on the wall. The wall bracket simply prevents the heater from falling over or coming away from the wall.

My Quantum heater screen is flashing RED with no text on screen. What is wrong?

Last updated on 16/05/2022

The LCD screen on the heater has detected it has got too hot. Please ensure the heater is not covered up or obstructed in any way. See image for clearance required around the heater. Clothing must never be placed on the heater. Decorative radiator covers are not permitted to be used with Quantum. 

Power off the heater for a couple of hours and ensure no obstructions to the heater then power on the heater again. If the problem persists and the heater has not been covered, then the heater will need a service call to establish the cause. 

V6LzURZHBJtdQPFrpDQJ0yol0WGvcsixfw.png?1652359862

What is the power consumption of an Optimyst when the fire is only on flame effect?

Last updated on 26/09/2017

An Optimyst fire uses 212 watts when operating in flame-only mode.

How many layers of towels or clothes can I drape over my towel rail?

Last updated on 01/11/2017

It is recommended that for efficient drying, no more than two layers of towels or similar fabric should be draped over the rail. Items should be placed evenly over the whole surface of the rail where possible. It is not advisable to leave very damp towels or clothes on the towel rail when not in use as this may in time affect the paint finish. The rail, although hot to the touch, is not hot enough to scorch or burn fabrics, however soap and detergents remaining in articles after washing can cause discoloration, so care should be taken to thoroughly rinse articles before airing.

No heat is being produced

Last updated on 10/11/2017

-If the Quantum has functioned normally before this point but is now not producing heat, first check if other Quantum heaters or storage heaters within the property are functioning normally. If other storage heaters in the property are working, your Quantum installer is required to revisit to check the wiring.

 

-If all of the storage heaters within the property are not working or are functioning abnormally, then check what temperature your Quantum is set to by pressing the round dial once and looking at what temperature is displayed on the screen of the Quantum.

 

-To rule out an issue with the Quantum not having enough charge, set the temperature to maximum - Max (26) -  and leave it to charge overnight. Watch our informational videos if you need help setting the temperature of your Quantum.-If the problem has not resolved we need to check the basic settings on the Quantum. 

 

-Check that the date and time are showing correctly by pressing the round dial once, pressing menu and then pressing the round dial once more. If the date and time are incorrect adjust them to the correct values. You can learn how to do this by watching our Quantum control videos

 

-With the basic settings of the Quantum set up correctly, we need to ensure that the minimum clearances around the heater are being met. The required clearances should be 300mm from the front, 250mm from above and 150mm from both sides. If they are not, please contact your Quantum installer to re-attend the property.

 

-If the problem still persists you will need to request a service call using the form at the bottom of this page.

 

No heat is being produced from my Optimyst

Last updated on 20/11/2017

-Please check that the thermostat is set above the ambient room temperature. This can be checked by turning the thermostat to maximum and then regulated until the comfort level is established.

 

-If the fire is located in an existing fireplace, check that the chimney is fully blocked. Down draft from the chimney may disturb the airflow of the element, causing the overheat cut-out to operate.

 

-If none of these steps resolve the issue, then please fill out the service call request form at the bottom of this page.

 

How should I clean my Optiflame fire?

Last updated on 23/11/2017

Before commencing cleaning, unplug the heater and allow it to cool.

The surfaces of the heater should be given an occasional wipe over with a dry soft cloth. Do not use detergents, abrasive cleaning powder or polish on the metal body of the heater.

The glass screen should be cleaned carefully with a chamois leather. DO NOT use proprietary cleaners.

To remove any accumulation of dust or fluff, the soft brush attachment of a vacuum cleaner should occasionally be used to clean the outlet grille of the fan heater located under the canopy.

To clean the fuel effect, remove the coal/pebbles and wash in warm water. The plastic tray should be wiped clean with a damp cloth. When dry, replace the coal/pebbles and arrange for best effect.

The water is too cold

Last updated on 28/11/2017

-If the cylinder is indirect (meaning you have a separate heat source such as a boiler) then you will need to check the other heat source for issues.

 

-Please ensure that the primary (bottom immersion) isolation switch is on and check the temperature the following morning.

 

-If your cylinder is within its two-year warranty, then please request a service call using the form at the bottom of this page. If not, then please contact your installer or cylinder engineer.

 

Can I use essential or scented oils in my Optimyst?

Last updated on 16/05/2022

No, the use of scented oils in these products is not recommended in any of our Optimyst fires.

 

The residue from the oils is likely to reduce the performance and life of the product and oily residue may be deposited on surfaces and furniture within the room.

Can I install a Quantum heater onto carpet?

Last updated on 16/05/2022

The Quantum heater should be installed onto a solid flat floor which can bear the weight of the heater. Not all carpets are firm or flat, so the carpet should be cut around the feet to make a solid surface for the heater to sit.

It is important that all the weight of the product is on the feet and not on the wall. The wall bracket simply prevents the heater from falling over or coming away from the wall.

My Quantum heater screen is flashing RED with no text on screen. What is wrong?

Last updated on 16/05/2022

The LCD screen on the heater has detected it has got too hot. Please ensure the heater is not covered up or obstructed in any way. See image for clearance required around the heater. Clothing must never be placed on the heater. Decorative radiator covers are not permitted to be used with Quantum. 

Power off the heater for a couple of hours and ensure no obstructions to the heater then power on the heater again. If the problem persists and the heater has not been covered, then the heater will need a service call to establish the cause. 

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Can I paint your products?

Last updated on 18/05/2017

No, we do not advise the painting of any of our products.

Will my Optimyst add to the humidity of the room?

Last updated on 26/09/2017

Not significantly – it is the equivalent of having someone else with you in the same room, breathing normally.

Will I need to drain and refill my towel rail?

Last updated on 01/11/2017

No. The rail is filled with a precise quantity of special liquid and should never need draining or refilling.

What dehumidifier size do I need?

Last updated on 10/11/2017

If the room(s) you are looking to use the dehumidifier range from 10m² to 15m², then we would recommend either the Forté DXDH10N, FTE10 or Compact DXDHC10 dehumidifier.        

If the room is up to 24m², then we would recommend the stronger extraction capability of the Forté DXDH16N or FTE16 dehumidifier. 

For rooms up to 30m³, then we would recommend the Forté DXDH20N or FTE20 dehumidifier. These are ideal for living rooms and conservatories.

The mist cuts out after 30 seconds

Last updated on 20/11/2017

-Please check that the transducer is plugged in correctly and is seated correctly in the sump. Ensure that the black transducer lead is not covering the white disc, as this will stop the formation of the mist.

 

-A regular cleaning regime should be followed and any calcium deposits should be removed from the transducer using the cleaning brush provided.

 

-If none of these steps resolve the issue, then please fill out the service call request form at the bottom of this page.

 

My Q-Rad is making a noise

Last updated on 28/11/2017

-If the Q-Rad is making a creaking sound, then this is totally normal due to the expansion and contraction of the metalwork inside the heater as it warms up and cools down.

 

-If the heater is making another sound, then please request a service call using the form at the bottom of this page.

 

The water is too hot

Last updated on 28/11/2017

-If the cylinder is indirect (meaning you have a separate heat source such as a boiler) then you will need to check the other heat source for issues.

 

-If the boost isolation switch is on, then please turn it off and check the water temperature the following morning.

 

If hot water is not passing through the Tundish (see image below) then you will have to contact your installer to check the immersion thermostat.

 

-If your cylinder is within its two-year warranty, then please request a service call using the form at the bottom of this page. If not, then please contact your installer or cylinder engineer.

tundish

Why does my chimney need to be blocked off?

Last updated on 16/05/2022

We recommend blocking your chimney to prevent the airflow being pulled up the chimney and away from the product, the downdraft from the chimney affecting the product and to prevent debris falling on the product. 

 

The flame effect is likely to change if this is not carried out and there is the potential for the heating elements to overheat which would cause the safety cut-out to operate. 

Do Quantum heaters support Time of Use tariffs?

Last updated on 16/05/2022

Yes, but there are some points to be aware of.

• Quantum heaters need an economy tariff in order to charge up at a cheaper electricity rate. Quantum is designed to work on a 7-hour economy tariff. If the tariff is less than this, the heater may not be able to fully charge in the coldest of weather.

• For dual supply installations, the off-peak consumer unit needs to be energised by the electricity meter only when it is cheap.

• For single supply installations, the tariff must be “whole house switchover” type. The off-peak times must be entered into the heater’s “Charge Times” menu so the heater knows when it can charge at the cheap rate. The tariff must be at the same times each night!

• For single supply installations, check if the electricity meter switches between GMT/BST and adjust the charge times in the heater if needed when the clocks change.

• Please refer to the installation instructions in full if installing to a single supply.

• Time of Use tariff – an electricity tariff where the cost varies depending on the time of day when that electricity is used

• Dual supply installation – where a 24 hour “peak” and time restricted “off-peak” supply are feeding the heater. The restricted supply is only live during the cheap time periods.

• Single supply installation – where a single 24-hour supply is given to the heater. The heater then needs to be told exactly when the electricity is cheap.

• Whole House switchover – where the whole house is billed at the cheaper rate, rather than just a limited set of circuits in the home, during the cheap rate.

What causes the Quantum screen to flash red with no text on screen?

Last updated on 16/05/2022

The LCD has an inbuilt temperature sensor and if it detects it has seen an excessive temperature.

This could occur if the heater is covered or obstructed. 

It could also occur if the storage elements were not inserted correctly into the core when the heater was installed, or if the inner core cover is not correctly secured and the insulation correctly tucked in correctly. 

If none of these are the issue, it could be a faulty temperature sensor inside the User Interface screen – the solution is to replace the User Interface.