Products - Heating - What information do we need to help you with a malfunction?

In this article we explain what information we need to help you as well and as quickly as possible with problems with heating products.

We always need the following information:

• Full name
• Contact details
• Order number

Additionally, we need different details per problem. We’ll list the required details for these problems:

1. Problems with heating
2. Problems with multizone thermostat
3. In the event of an error message
4. Problems with the app
5. Problems with the Wi-Fi connection or other communication problems 
6. Problems with heating

• Brand + type of boiler
• No boiler? Then we would like to know which type of heating is present in your home
• Description of the problem
• What steps have you already completed?
• In the case of a deviating temperature, please state what this deviation is. In this case we would also like to receive a photo of the thermostat display
• How long has the problem been present / when did the problem arise?
• How did you connect the thermostat (on / off or OpenTherm)? If in doubt, send a photo of the connection in the boiler.

2. Problems with multizone thermostat

• Information as indicated under the heading "Problems with heating"
• Which products do you have installed? (the different components)
• Have other adjustments been made, such as replacing valves, installing a zone valve, etc.?

3. In the event of an error message

• The exact error code(s) that you receive
• An image of the error code
• Does the error recover automatically?

4. Problems with the app

• Description of the problem
• How long has the problem been present?
• Have you tested the app on another phone / tablet?
• Have you already removed and re-installed the app?
• Keep in mind that the app or account may be the cause of app-related problems. Only the manufacturer can help you with this.

6. Problems with the Wi-Fi connection or other communication problems

• Wi-Fi analyser result

If there is a communication error from the boiler module, please send us a photo of the boiler module and boiler