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Support for Heating & Hot Water Customers

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


Genvex Premium Troubleshooting Guide

Genvex Combi Compact Service Unit 2004-2008 Troubleshooting Guide

Genvex Combi Compact Service Unit 2009+ Troubleshooting Guide

Genvex GE315-420-525-630 Pre 2004 Troubleshooting Guide

Genvex GE315-420-525-630 2004-2009 Troubleshooting Guide

Vanvex Troubleshooting Guide

Enable Electric Immersion for Temporary Hot Water Supply

Filter Reset on Genvex Heat Recovery Ventilation Unit Controller

Samsung Air Source Heat Pump Gen 5 EHS MIM Unit User Guide  or call 0333 000 0333 or visit https://www.samsung.com/uk/support/service-centre/

Heatbank Operating And Installation Manual

Aero Installation Manual

PKOM 4 Operating Manual

HPV Series Operating Manual

HPW 300 DRAFT Operating Manual


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 although due to the COVID-19 outbreak this may take longer. Skeletal engineer 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.

 

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