If you are experiencing technical issues with your Aero (Heatbank), Genvex, HPV Series, Joule, PKOM 4 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.)
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
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
If you have tried looking through the above guides and still have no heating or no hot water, please email support@totalhome.co.uk with your telephone number and details of your issue. We will endeavour to respond to your email within one working day. Support will be available Monday to Thursday from 8.30am to 5pm and on Fridays from 8.30am to 4.30pm not including Bank Holidays. You may be able to contact the support team during those times on 0345 260 0123 dialing option 2 on request, but this is unlikely and you may have more success with email contact.
