If you are experiencing technical issues with your Aero (Heatbank), Genvex, Joule or Samsung heating or hot water system, links to troubleshooting guides are available below, as is information on how to enable your electric immersion to provide hot water as a temporary solution. (Using the immersion is a considerably expensive option and out of the 'anti-legionella' cycle, should only be used in times of emergency.)
Genvex Premium Troubleshooting Guide
Genvex Combi Compact Service Unit 2004-2008 Troubleshooting Guide
Genvex Combi Compact Service Unit 2009+ Troubleshooting Guide
Genvex GE 315, 420, 525, 630 Pre 2004 Troubleshooting Guide
Genvex GE 315, 420, 525, 630, 2004 to 2009 Troubleshooting Guide
Vanvex Troubleshooting Guide
Enable Electric Immersion for Temporary Hot Water Supply
Filter Reset on Genvex Heat Recovery Ventilation Unit Controller
If you have tried looking through the above guides and still have no heating or no hot water, please email firstname.lastname@example.org We will endeavour to respond to your email within one working day.
Full engineer support is available Monday to Thursday from 8.30am to 5.30pm and on Fridays from 8.30am to 5pm not including Bank Holidays. You can contact the support team during those times on 0345 260 0123.