We are sorry you are experiencing technical issues with your Genvex, HPV Series, HPW 300 or PKOM 4 heating or hot water system. Our offices are closed from Wednesday 24th December at 12:00 and will not reopen until Friday 2nd January 2026.
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. If you have tried looking through the guides and still have no heating or no hot water, please email xmassupport@totalhome.co.uk.
We will endeavour to respond to your email within 24 hours from Monday 29th to Wednesday 31st December only, although assistance is limited.
Full engineer support will be available from Friday 2nd January 2026.
TROUBLESHOOTING GUIDES
Aero Air-to-Water Heat Pump - Installation Manual
Fairland (And Genvex) Air-to-Water Heat Pump - enable Electric Immersion for Temporary Hot Water Supply
Genvex (And Fairland) Air-to-Water Heat Pump - enable Electric Immersion for Temporary Hot Water Supply
Genvex Premium Troubleshooting Guide
Genvex Combi Compact Service Unit 2004-2008 Troubleshooting Guide
Genvex Combi Compact Service Unit 2009+ Troubleshooting Guide
Genvex Heat Recovery Ventilation Unit - Filter Reset on Controller
Genvex GE315-420-525-630 Pre 2004 Troubleshooting Guide
Genvex GE315-420-525-630 2004-2009 Troubleshooting Guide
Heatbank Air-To-Water Heat Pump - Operating And Installation Manual
HPV Series Operating Manual
HPV Series - how to deactivate the heat pump in the event of a fault - VIDEO
HPW 300 DRAFT Operating Manual
HPW 300 Emergency Immersion Operation & Diagnostic Troubleshooting Guide
HPW 300 Error 4 (shown as error 62 on HPV)
PKOM 4 Operating Manual
PKOM 4 Emergency Immersion Operation & Diagnostic Troubleshooting Guide
Samsung Air Source Heat Pump Gen 5 EHS MIM Unit User Guide or go straight to the Samsung Customer Support page and either call the number there or click on the find an installer button for a service company local to your area.
Vanvex Air-to-Water Heat Pump - Troubleshooting Guide
