Quantum Water Heating Troubleshooter

Please check the following before trying resolve any problems you may be having with your Quantum Water Heating Cylinder: 

The water cylinder has worked correctly before this point

The electrical supply to the water cylinder and the fuse spur have been correctly installed and checked by a trained electrician or installer

Both the wall switches and the external peak and off-peak fusebox switches are on

The water is too cold

-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.

 

The water is too hot

-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.

 

An error screen is being shown

- 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

 

The boost function is not working

-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

-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.

 

No display is showing

-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.

 

There is a leak

-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 Solus.jpg

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