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Frequently Asked Questions

Is my installed heater covered/obstructed?

All items should be at least 300mm away from the heater in all directions. Under no circumstances should clothes be draped over the heater to dry. 

How do I set the programme?

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

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

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’.

How do I set the temperature on my Quantum?

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.

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

Press the menu button (1)

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

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

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.

How does 'extra charge' work?

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. 

What do I do if the Energy Retention Cells for the Quantum heater don't fit?

Please return the faulty bricks to the wholesalers where you purchased the product and request a one for one replacement. Fit the new bricks as per the installation instructions.

Why would I turn off the Peak Supply?

Turning off the Peak Supply will result in the heater not taking a charge, therefore no heat will be produced.

If you require heat, and the Off-peak Supply is either faulty or you have been advised to turn off the Off-peak, prior to a service visit, or you are cold - we advise you to use the boost function.

What do the display messages mean on my Quantum Heater?

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.

How does boost work?

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.

Why have I got flaking on my storage heater?

The images below (from inside the core) do not represent a fault with the heater. The flaking that you see here is a natural occurrence with heater. The insulation is packaged with a thin bag, for ease of handling, storage and insertion into the product. Once the core has had a few cycles of heating to a very high temperature, the bag/packaging flakes are often interrupted. This is not a fault with the heater and is a normal occurrence. 

Normally there is no reason to access the core of the heater and this occurrence would not be noticed.
 

  

   

Why have I got wall staining above my storage heater?

This image below, shows black marks above the heater on the walls that are caused by environmental pollution, often this has been attributed to burning candles and oils within the room or other forms of airborne contaminants. The black marks are caused by the impurities passing over the hot internal surfaces of the heater and carbonising and travelling with the airflow, the carbon then sticks to the various surfaces.

The image below shows the outer front panel (viewed from the inside) and it can be clearly seen where impurities which have been super heated have stuck to the panel.

The image below was the root cause:

 

When to use Slave Mode

In cases where there are two Quantum heaters in the same room, with any software release, the largest heater will be so-called Master and the smaller heater has to be set to Slave Mode.

If both heaters are the same size then one will still need to be the Master and one the Slave.

It depends on the layout of the room and the location of the heaters in the room, but usually the heater located closer to the centre of the room would be so-called Master, where another has to be set to Slave Mode.

What does this do?
It is possible that one of the heaters could suffer thermal stratification from the other, likewise this may also apply if one heater is installed in a room with a non- Quantum storage heater or some other form of heating, like solid fuel fire for example.

With two Quantums installed- it may lead to either heaters trying to cut the charge, or only one heater ‘doing all the job’. 

Enabling the Slave Mode changes the control algorithm slightly. This allows the Slave heater take the current date ( aka time of the year) in to account when doing a heat demand calculation for next day. 

The heater in Slave Mode will take the higher value of stored energy requirement in to the account for the charge time calculation, by comparing the value rising from the date, with the one from the rate of change of room temperature during the day.

In other words, Slave heater will charge ( depending on date), instead of trying to cut it when the room temperature is sensed to be on the higher side and more constant, what happens in case of another heat source in the room. The heat will be stored in both of the heaters.
 

If the Energy Retention Cells are damp, wet or contaminated, can they still be used?

No. Absolutley not and they must be replaced.  You do not need to contact Dimplex for this, just take the energy retention cell back to the wholesalers for a 1-for-1 replacement.

Please note: If the heater has recently been installed, and the bricks were damp, wet or contaminated then the heater will produce a smell, possibly produce steam, water below the heater and condensation. The installer needs to go back and investigate, possibly replacing the Energy Retention Cells. In some instances the heaters core will be damaged beyond repair and this will require the heater to be replaced.

Please note: When our engineers have attended to a reported smells fault with a Quantum Heater, in the majority of cases it is down to Energy Retention Cells being damp, wet or contaminated. Our engineers may charge if they find a fault that is down to istallation issues.

If the Energy Retention Cells are damaged, can they still be used?

If the damage is minor then yes, if there are any "chunks" missing then no and they must be replaced.  You do not need to contact Dimplex for this, just take the damaged energy retention cell back to the wholesalers for a 1-for-1 replacement.

What is the part number for the Energy Retention Cells?

The part number is (for a pack of 3) 047243.

What are the dimensions of the"pack" of Energy Retention Cells?

Each pack measures 125mm Wide x 100mm Deep x 225mm High (shrink wrapped).

What are the individual dimensions of the Energy Retention Cells?

Each cell measures 125mm wide x 100mm deep x 75mm high.

How strong/supportive do the flooring and walls need to be to support a storage heater?

The installer needs to take account of the weight of the heater when installing the product. The flooring and walls need to be able to support the product. If unsure, seek a builders advice.

Where can these guards/cages be purchased?

AIANO Ltd. Their contact number is 0207 987 1185

Can the storage heater be installed within a cabinet?

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.

The required clearances cannot be met as per the installation instructions, is there/can there be any exceptions?

 No. The installer should refer to the manufacturers instructions which are included with every product. These instructions were written to allow for the various safety devices that are within the product. Failure to follow these intructions could result in the heater failing to operate correctly, leaving the customer with no heat. Failure to follow these instructions will mean that the manufacturers instructions have not been adhered to. There are no exceptions.

 

Please note: The installer needs also to take into account furniture and furnishings when allowing for clearences.

Please note: When our engineers have attended to a reported fault at a Quantum Heater, in the majority of cases it is down to the clearences not being adhered to, the product will then be required to be installed correctly (adhering to clearences) by the installer. Our engineers  may charge if they find a fault that is down to istallation issues.

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

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.

What size and type of cable should be used when installing Quantum Heaters?

With this we mean the wiring from the switches to the product NOT the internal property (fixed) wiring.

The installer should refer to the manufactures instructions, which are included with every product. The Peak Supply must be connected to the switched fused spur via 1.5-3 core heat resistant flex, the Off Peak Supply must be connected to the double pole switch via 2.5-3 core heat resistant flex. Failure to follow these instructions will mean that the manufacturers instructions have not been adhered to. There are no exceptions, regardless of product size.

Our old storage heaters are being removed, can the old/original cable be used?

With this we mean the cable from the switches to the product NOT the internal property (fixed) wiring.

Whilst this wiring may appear to be in good working order, we strongly recommend that the wiring is always replaced, especially considering the cost of the product and the minimal cost of the cable.

Please note: When our engineers have attended to a reported fault with a Quantum Heater, in the majority of cases it is down to the wiring accessories (switches) or old wiring. Our engineers may charge if they find a fault that is down to istallation issues.

Old storage heaters are being removed, can the old/original switches be used?

Whilst these switches may appear to be in good working order, we strongly recommend that these switches are always replaced,  especially considering the cost of the product and the minimal cost of the switches.

Please note: When our engineers have attended to a reported issue with a Quantum Heater, in the majority of cases it is down to the wiring accessories (switches) or old wiring. Our engineers may charge if they find a fault that is down to istallation issues.

What switches will be required next to the Quantum Heater?

For the Peak Supply, which controls the electronics, fan, and boost element, a Switched Fused Spur will be required, with the correct fuse rating for the product.

For the Off-peak Supply, which controls the storage core a Double Pole switch rated at 20Amp will be required for the product.

Can my storage heater be connected to the Peak Supply via a plug?

No. The installer should refer to the manufactures instructions which are included with every product. The Peak Supply must be connected via a switched fused spur with a fuse rated suitably for the appliance. Failure to follow these instructions will mean that the manufacturers instructions have not been adhered to. There are no exceptions. 

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

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.

What is the guarantee on your portable products?

The guarantee can vary with the portable products between 1-3 years. You can email us for specific information using our customer support Contact Us form.

Can I use an extension lead on your products?

We do not recommend using extension cables with our products with the exception of the Desk Friend which has been designed specifically to be able to be safely operated even when plugged into an extension cable.

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

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 Contact Us form in Customer Support.

Where should I store my heater?

You are able to store our portable heaters in most places but they must not be stored in damp conditions.

Can I paint your products?

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

Welcome, here you will find a collection of the most commonly asked questions about our products and a helpful answers. For specific products you may also find it useful to refer to the instructions which, if misplaced, can be downloaded from the product page on this site. 

Still have Questions?