ALL FAQs

Why does my Combi boiler not work as well when I use multiple hot water taps?
A:

Combi boilers are designed to offer a rise in temperature depending on the flow rate passing through the boiler. As more hot water outlets are used, both the flow and temperature will be shared between the channels. 

How do I check if my condensate pipe is blocked?
A:

In Winter, your condensate pipe may freeze and become blocked. This can easily be fixed by using a hot water bottle, or pouring warm water over the pipe itself. For more information on this check out our ‘How to’ video on YouTube. If the weather is milder it may be worth checking where the condense pipe terminates for blockages such as leaves. Usually, a gurgling noise can be heard from the boiler during attempted ignition when the condensate is blocked.

What is 'fan post purge'?
A:

This means that the fan continues to run after the boiler has been in operation to help cool the unit down, this is a normal function within the appliance.

How do I know which boiler is best suited for my home?
A:

There is a product selector tool available on our website which gives you a guide on what boiler would be best suit for your home. It asks for brief information on your home and then generates suggestions based on your input.

I have not received my Gas Safety Certificate?
A:

Contact the company that fitted your boiler. They will be able to request your Gas Safe certificate from our Installer Connect program or directly through Gas Safe. 

What are your opening hours?
A:

We believe that customer support is just as important as engineering excellence, so you can rely on us to be ready and able to help 364 days a year. Our customer services team are available 

Monday to Friday 08:00am – 18:00pm 
Saturday 08:00am –16:00pm
Sunday 08:00am – 12:00pm 
Bank holidays 08:00am – 16:00pm (closed Christmas day).

How can I contact you?
A:

Please see below contact numbers for different departments within Ideal boilers:

Customer services: 01482 498660
Technical support: 01482 498663

How do I identify the make of my programmer?
A:

Most programmers will either have their make or model on the front or on a drop down panel.

What warranty does my programmer have?
A:

If installed at the same time as the boiler, our programmers currently mirror the warranty of the appliance they are fitted to. If it is not fitted at the same time as the boiler then the standard warranty period of the programmer will be 12 months.

Does my manufactures warranty cover all controls?
A:

Any of our own control units such as the PRT3 or the Touch programmer will mirror the boilers warranty if they are purchased and installed at the same time. Unfortunately, any other manufacturers control units would not be covered by us.

How do I set my timer up?
A:

User guides for our current programmers can be found under the literature section of our website in PDF format. They explain how to set times, temperatures and alternative functions.

What controls are compatible with my boiler?
A:

Any controls that work on 240 Vac can be used alongside our current range of boilers. The Logic and Vogue range can also be controlled by OpenTherm technology. For more information regarding this you can contact our customer services team on 01482 498660.

How do I re-set my boiler controls after changing the batteries?
A:

On the PRT3, the reset button is located on the transceiver unit at the front of the boiler and on the programmable room thermostat. These should be held in for 5 seconds with the unit left next to the boiler for 15 minutes to pair. On the Touch programmer, this should happen automatically but can also take up to 15 minutes. If you require further assistance please contact our Customer Service department on 01482 498660.

What does fault code FA flashing on a Logic Combi 35 mean?
A:

This means there is an issue with the flow and return pipes are reversed. Although this is usually not the case on a combi boiler, If this occurs please check all isolation valves underneath the boiler are in the open position, all radiator valves are turned on full and the bypass is free flowing to see if this rectifies the issue, If it does it may be worth calling the installer of the boiler to take a look.

What is the difference between a standard Logic and a Logic+?
A:

Our Logic and Logic+ boilers are very similar in appearance; the major components are the same but the software and displays on the boilers are different. Our Logic boilers currently have a 2-year warranty whereas Logic+ boilers currently have 7 years. 

Which boiler is the equivalent to the one I have?
A:

There is a tool available on our website which gives you a guide on what boiler would be best suit for your home. It asks for brief information on your home and then generates suggestions based on your input.

How do I get a new installation/user manual?
A:

These are available to download in the form of a PDF file from our website free of charge. These can be found here.

My boiler display is blank, what does this mean?
A:

A blank display is an indication that there is no power to the boiler. Alternatively a component within the boiler may have failed and a callout is required, please contact our Customer Service department on 01482 498660.

My boiler shows 'C' and the burner light is flashing what does this mean?
A:

This means the boiler has reached the programmed temperature. If the house has not met the set temperature and the boiler is showing this it could be caused by a circulation problem in the system. For more information regarding this you can contact our customer services team on 01482 498660.

What is a condensing boiler?
A:

A condensing boiler is a high efficiency boiler which runs at a lower temperature than older, traditional style boilers. It recovers energy through, what is termed, 'Latent Heat'. When the burned fuel products cool they turn in to a liquid and create condensation. 

What are differences between a Combi, System and Heat boiler?
A:

A condensing boiler is a high efficiency boiler which runs at a lower temperature than older, traditional style boilers. It recovers energy through, what is termed, 'Latent Heat'. When the burned fuel products cool they turn in to a liquid and create condensation. A Combi boiler provides both heating and hot water instantly. A system boiler is designed to work with a cylinder to provide hot water as it does not have the hot water heat exchanger. It contains an expansion vessel and pump allowing the boiler to be installed in a sealed system. The Heat only boiler is the simplest type of boiler. It can be used on either an open vented system, which has a tank in the loft, or in a sealed system with the addition of an external pump and expansion vessel. Hot water is provided by using a cylinder.

What is 'Pluming'?
A:

Pluming is the effect seen from the flue on modern condensing boilers, it appears as a white "steam like" discharge from the flue. It’s a result of modern high efficiency boilers running at a cooler temperature than older, less efficient boilers did. It is safe however, there are a range of flue additions to remove the plume from the area. For further advice on this please either speak to your installer or call our Customer Services department on 01482 498660.

Why does my boiler lose pressure?
A:

Often, with a newly filled system, there can be air in the water used. Over time this is released into the system causing a pressure drop. Another cause of pressure loss could be not having enough expansion in the system.  There could also be a slight leak within the system which may not be noticeable without detailed checking.  Finally, it could be due to a component failure within the boiler. If the system requires topping up frequently it needs to be checked by a professional to find the source of the pressure loss.

Where do I find my serial number?
A:

The serial number is displayed on a barcoded sticker located at the top of the boiler. Alternatively, it should be present on the Benchmark certificate completed by the installer when the boiler was fitted. If you require further assistance please contact our Customer Services department on 01482 498660.

What does pre heat mean?
A:

‘Pre-heat’ is a function that is designed to provide you with instant hot water when required. It works by infrequently heating the plate heat exchanger so that when hot water is requested it is already heated. This feature is not compulsory however, if not selected can take a few minutes before the hot water is at the appropriate temperature.

What does it mean when the '0' is displayed on the boiler screen?
A:

'0' Informs you that the boiler is in standby and not receiving a demand from either the hot water, or central heating.

What does it mean when 'D' is displayed on the boiler screen?
A:

'D' Informs you that the boilers fired up for a hot water demand.

What does it mean when the 'C' is displayed on the boiler screen?
A:

'C' means the boiler has a central heating demand.

How do I find out how old my boiler is?
A:

Your installer will have completed the Benchmark Certificate that can be found within the installation manual. If this is not available, the boiler age can be determined by calling our Customer Service department quoting the boiler serial number which can be found either underneath, or on top of the boiler.

How do I re-set my boiler controls after changing the batteries?
A:

On the PRT3 the reset button on both the transciever unit in the front of the boiler and the one on the programmable room thermostat itself should be held in for 5 seconds and the unit left next to the boiler for 15 minutes to pair. On the new touch programmer this should happen automatically but can take up to 15 minutes also.

What is ErP?
A:

ErP is designed to help the EU achieve its target of reducing energy use by 20% and increasing the share of renewable energies by 20% before 2020. It will affect all space and water heaters, ensuring they meet minimum efficiency requirements, and use the same type of energy efficiency labels seen on other white goods such as fridges and freezers. Manufacturers will only be able to sell compliant products after 26th September 2015.

Where do I find my serial number?
A:

The serial number is displayed on a barcoded sticker located at the top of the boiler. Alternatively, it should be present on the Benchmark certificate completed by the installer when the boiler was fitted. If you require further assistance please contact our Customer Services department on 01482 498660.

Does someone need to be in the property to let the engineer in if the boiler is in the garage?
A:

Yes, for insurance purposes someone over the age of 16 needs to enter any building with the engineer and remain on site until the repair or service is complete.

Should my service sheet be filled in by the engineer after each service visit?
A:

This certainly should be filled in, or a record of readings taken from the boiler be left on site by the gas safe registered Engineer performing the service, If we carry out your service, you can request this to be filled in if you wish but all of these details are logged on our system by the Engineer whilst he is on site.

What does L5 mean?
A:

This means there is a problem with the return. To reset this turn the boiler off at the wall (fuse spur) for a couple of seconds then back on again. If the boiler fails to operate then please contact Ideal or alternatively a Gas Safe Registered Engineer if outside of the warranty period.

How do I reset to remove my service message?
A:

On the older range of boilers this can be completed by holding the mode dial in the reset position for 3 seconds. For the new Logic+ and Vogue boilers this can be done by either pushing the reset button underneath the display, or going into the menu settings on the display.

How often do I need to service my boiler?
A:

The answer to this depends upon how your boiler is used, it does require servicing at annually, which for the vast majority of installations is fine, if you have a boiler installed or used for an unusual application which means the boiler is operating more than expected it may require servicing more frequently, but for normal use annual servicing is sufficient.

Why can't I get hot water ?
A:

On a combi boiler you should check that the hot water temperature is turned up on the front, check the isolation valve underneath the boiler on the cold mains pipe is vertical/open. After this it is likely there is a problem within the appliance. On either a heat only boiler or a system boiler if the central heating work and the hot water doesn't this will be a system problem, possibly a zone valve not operating.

Can I extend my manufacturers warranty?
A:

We offer a range of options to extend the warranty on your Ideal boiler. To discuss the options and decide upon the right choice for you please contact our Customer Services department on 01482 498660

What is covered under my manufacturers warranty?
A:

Any manufacturing issues within the appliance itself that have originated from the system. For full information on our manufacturers warranty please visit the terms and conditions on our website. 

What options are available to me if my boiler is out of warranty?
A:

In the event that your boiler is out of warranty and requires a service or repair, we provide a range of protection plans to best suit you. For more information contact our Customer Service department free on 01482 498660. 

Does my boiler warranty cover my system?
A:

No, the manufacturer’s warranty only covers manufacturing issues with the appliance. If there are any problems with your system, such as radiators or pipework, you should contact the installer who fitted the boiler system. Alternatively, you can arrange system cover to run alongside your warranty. We offer this, as well as other protection plans. To find out more contact our Customer Service Department on 01482 498660. 

How do I find out how old my boiler is?
A:

Your installer will have completed the Benchmark Certificate that can be found within the installation manual. If this is not available, the boiler age can be determined by calling our Customer Service department quoting the boiler serial number which can be found either underneath, or on top of the boiler.

How do I register my boiler for warranty?
A:

In order to register your free guarantee you can visit our website. Click 'Register' and complete all sections. Alternatively you can call our Customer Service team on 01482 498660. Please note the boiler serial number is required when registering the warranty and needs to be completed within 30 days of installation.

What happens if I fail to register my boiler for warranty on time?
A:

To qualify for the full guarantee the boiler must be registered within 30 days of installation. Should this condition not be met, the period of guarantee will be reduced to 12 months from the date of installation.