FAQs for Installers

ALL FAQs

• Is There an Installer Training Centre Near Me? +

  Our state-of-the-art Training Centres of Excellence offer a range of comprehensive installer courses, which can be customised for individual installations and servicing companies. We offer training from our Hull and Leeds training centres, as well as an abundance of pop-up training centres across the UK.

• What Types of Training Courses Do We Cover? +

  Here at Ideal Heating we offer a wide range of courses covering both our domestic and commercial heating product ranges. We have also been expanding our range of courses for installers including heat pump and heat interface unit qualifications and product training, which are seeing a growing demand as increasing numbers of customers are keen to implement greener alternatives within their properties.

• Where can I find my Ideal boiler's serial number? +

  You can find your boiler's serial number in a few different places:

  • On a QR code sticker on the bottom left-hand edge of the boiler
  • On the front of the installation guide
  • On a barcode sticker on the packaging box
• I have a question about my Max Accreditation, who should I contact? +

  You can find your local Ideal Area Sales Manager on our map, here.

  Or, our dedicated Connect Support team is available by phone between 9am-5pm Monday-Friday. We aim to respond to emails within 5 working days.

  T: 0330 333 1513

  E: [email protected]

• What are the rewards and benefits of being a Max Accredited Installer? +
  • FREE 12-year extended warranty on the Vogue Max range* - offer your valued customers this exclusive extended warranty;
  • Exclusive Max Accredited rewards to spend your Connect points on, including a branded polo shirt, runner, van sticker and notepad;
  • FREE priority listing on the homeowner Find Your Local Installer tool, where you can get your share of 2,000 leads every month;
  • FREE exclusive training through our new online training portal, the Expert Academy.

  *Terms and conditions apply. ^†Figures based on monthly average for 2020.
  

• Are sales leads from the Ideal Heating website an exclusive perk of Max Accreditation? +

  Our Max Accredited Installers are listed first as a priority on the homeowner Find Your Local Installer tool, on our website.

  However, all members of the Connect loyalty scheme have the opportunity to have a profile on these pages. Update your company information to boost your profile further.

• How long is the warranty on the Logic Max for Max Accredited Installers? +

  The Logic Max is available with a 10 year parts and labour warranty*. Available to all Gas Safe Installers. Not just Max Accredited Installers.

  *Subject to terms and conditions.

• Do Max boilers have to be serviced by a Max Accredited Installer to maintain their warranty? +

  No. Any Gas Safe registered engineer can service a Max boiler to maintain its warranty.

  As can be read in our warranty terms and conditions - “At the end of each 12 month period, the boiler must be serviced by a Gas Safe registered engineer. Should this condition not be met the boiler warranty will lapse.”

  There is no requirement for the engineer to be on the Max Accreditation scheme.
  

• How can I promote my Max Accreditation status to my customers? +

  The Max Accredited Merchandise pack is available to all Max Accredited Installers to purchase as a reward through their Connect account. The pack contains:

  • An Ideal Heating and Max Accreditation cobranded polo shirt – available in sizes small to 3XL;
  • An Ideal Heating A4 conference folder, zipper leather-look with internal pockets;
  • A Max Accreditation van sticker, size A4, 21cm x 29.7cm.

  Max Accredited Installer van stickers and polo shirts are also available to purchase separately through Connect.

  If you are looking to do any print or digital advertising, contact your Area Sales Manager  to get copies of any Max Accredited Installer assets you may need.

• How does the Max Accreditation scheme fit in with the Connect loyalty scheme and Premier Club? +

  Connect is our loyalty scheme, available to all Gas Safe registered engineers in the United Kingdom and Registered Gas Installers (RGI) in the Republic of Ireland. Earn points for every eligible registration and advance up the loyalty tiers to earn more to spend on a wide range of rewards. Terms and conditions apply.

  The Max Accreditation scheme is available to Connect members that meet certain criteria which prove their experience with the Logic Max and Vogue Max ranges, as well as their high level of customer service. The membership and benefits of Max Accreditation are delivered through the Connect website.

  Premier Club is an Installer campaign available to all Connect members during the length of the campaign. Premier Club requires Installers to register various product installations through Connect, with progress monitored at a dedicated website. The campaign is not related to the Max Accreditation scheme in any way.

• Is Max Accreditation open to all Connect loyalty scheme members, regardless of their loyalty tier? +

  Yes, Max Accreditation is open to Bronze, Silver and Gold members of the Connect loyalty scheme. The scheme supports Installers wanting to offer the extended 12 year warranty on the Vogue Max, along with other business development and support benefits.

  As long as you are registering a minimum of 6 Max boilers in every 6 month period, you are likely to be eligible to join the Max Accreditation scheme*. We encourage all companies, regardless of size, to see if they are eligible to apply by logging into their online Connect account.

  Not eligible for Max Accreditation at the moment? No problem. We still reward your loyalty with our Connect loyalty scheme. There are lots of benefits of being a Connect loyalty scheme member, including increasing points earned on registrations as you move up the loyalty tiers*, trips abroad with Premier Club and seasonal incentives such as cashback.

  *Terms and conditions apply.

• How do I become Max Accredited? +

  Once you meet the eligibility criteria to become Max Accredited, you will receive a personal email invitation. Simply follow the link in the invitation email to apply for the new Max Accreditation scheme through your Connect account and pass the free online Max Accreditation assessment*. 

  Check you are opted in to receive emails through your profile on Connect so you don't miss out!
  

  You can also check your eligibility at any time, by visiting the Max Accreditation page on your Connect account, and selecting to 'Enhance Connect'.

• Is there a cost to become Max Accredited? +

  Membership to the Max Accredited Installer scheme is FREE.

• What are the criteria for being eligible for Max Accreditation? +

  To be eligible to apply for the Max Accreditation scheme you must:

  • Register a minimum of 1 Ideal Heating boiler through your Connect account every 60 days;
  • Must earn 60 Max points in 6 months by registering through your Connect account; where the following products count towards the Max Point criteria.
    
    Max Point Criteria:
    • Vogue Max and Logic Max (must also register filter) = 10 points
    • Logic+ = 5 points
    • 5 Yr warranty boilers = 2 points
    • Halo = 1 point

  If you are opted in to receive email communications from Connect, you will receive an email invitation inviting you to apply for Max Accreditation when you meet these criteria. After applying, you will be sent an email invitation to complete the online Max Accreditation assessment through the Expert Academy.

  Read the Max Accredited Installer scheme terms and conditions for details.

• Do I have to register 1 Max boiler a month to be eligible to apply for Max Accreditation? +

  No. You must register any of the qualifying products to accumulate 60 Max points in the previous 6 months to be eligible to apply for Max Accreditation*.

  This could be in any combination of boilers and controls being registered through Connect in the 6 months prior to your application. It could be all qualifying products registered in a month for 6 months. Or even several in the 1^st month, none in the 2^nd, and remaining in the 3^rd and then nothing for the final 3 months before applying. This just needs to accumulate to 60 Max Points for eligible products.

  This means that even if you install fewer boilers and controls in the warmer months, you can still be eligible for Max Accreditation throughout the year.

  You must also have registered at least 1 boiler through Connect in 60 days prior to your application. This could be 1 of your Max boiler registrations, or another eligible boiler*.

  *Terms and conditions apply.

• Why do I need to complete an assessment to become Max Accredited? +

  We want to help you be as knowledgeable as you can be about installing and servicing the Max product range. Completing the short online assessment helps refresh your knowledge and shows us you know your stuff.

  Register for an Expert Academy account to view a wide range of free training courses. 

  The Max Accreditation assessment will become available to you within 2 working days of you applying for Max Accreditation through your Connect loyalty account.

• I have applied for Max Accreditation but cannot see the Max Accreditation assessment on my Expert Academy account? +

  It can take up to 2 working days, after your Max Accreditation application, for the Max Accreditation training modules and assessment to appear in your Expert Academy account.

  You must use the same 1-6 digit Business Gas Safe number on your Expert Academy account, as you have used on your Connect account, for us to be able to connect the accounts and give you access.

• How long do I have to complete the Max Accreditation course before my Max AI application expires? +

  You have 60 days from the date of your Max Accreditation application to complete the Max Accreditation course online, through the Expert Academy. With a maximum of 3 attempts.

• Is there a limit on the number of Installers that can join the Max Accreditation scheme? +

  No, there is no limit on the number of Installers that can join the Max Accreditation scheme.

  We want all Installers that are experienced and skilled in installing Max boilers to join the Max Accreditation scheme. So that we can offer their high quality of service to homeowners across the UK.

  So, if you are experienced and interested in installing the Max ranges, Max Accreditation is for you.

  You can use the homeowner Find your Local Installer tool to see how many Max Accredited Installers there are currently in your area.

• What is the default device name to control my Ideal Touch Connect with Amazon Alexa? +

  The default device name to control your Ideal Touch Connect with Alexa is “heating”. For example “Alexa, set the heating to 21 degrees”  

• How do I set up my Ideal Touch Connect to work with my Amazon Echo and Alexa? +

  To set up your Ideal Touch Connect with your Amazon Echo and Alexa you need to….

  1. Open your Amazon Alexa app, enter the Skills and Games section of the menu and search for the Ideal Touch Connect skill. Click this and download onto your Alexa App.
  2. Sign in to the Ideal Touch Connect skill with your usual Ideal Touch Connect sign in details.
  3. Click authorise to allow Alexa to access your Ideal Touch Connect account and control your heating via the Ideal Touch Connect.
  4. Next click on “discover devices”, this process could take up to 20 seconds
  5. Your Ideal Touch Connect should then be visible in your Alexa devices section with the default name of “heating”.
• Can I change my default device name for controlling my Ideal Touch Connect with Amazon Alexa? +

  Yes you can. You can change the default device name using the following steps:

  1. Go to the devices section of the Alexa app
  2. Click “all devices”
  3. Select “Heating” (this is your Ideal Touch Connect device)
  4. Enter device setting by clicking the top right hand corner
  5. Click on “Edit name” and alter the name of your Touch Connect
• What phrases can I say to Alexa to control my heating via my Ideal Touch? +

  To make it warmer by turning the heating up or on (depending on current state) you can say….

  • Alexa, make it warmer in here
  • Alexa, make it warmer
  • Alexa turn the heating up (in this phrase “heating” is not the default name of the Touch Device, Alexa recognises statement this as a set phrase)
  • Alexa, set “heating” to Heat
  • Alexa, turn “heating” On
  • Alexa turn On “heating”
  • Alexa increase my heating

  To turn the target temperature of your Ideal Touch Connect down say…
  

  • Alexa, make it cooler in here
  • Alexa turn the heating down (in this phrase “heating” is not the default name of the Touch Device, Alexa recognises statement this as a set phrase)
  • Alexa decrease my heating (in this phrase “heating” is not the default name of the Touch Device, Alexa recognises statement this as a set phrase)

   If the heating is boosted or off you can return to your pre-set schedules by saying….

  • Alexa, set “heating” to Auto

  To turn the heating off you can say…
  

  • Alexa, turn OFF “heating”

   To find out the current room temperature say….

  • Alexa, what’s the temperature in here?

  To find out what target temperature your Ideal Touch Connect is set to you can say…
  

   Alexa, what’s my “heating” set to?

  To set your heating to a specific temperature say..

   Alexa, set “heating” to 20

  • Alexa, set the temperature to 20 degrees

  Where the statement contains the word “heating” (in italics) this is the default name of the touch connect device in Alexa and can be changed.

  Note, when you alter your heating using Alexa your Boiler and Touch App will react quickly, you may notice a slight delay updating the Touch thermostat with the correct command from Alexa. 

• How do I change the batteries in my Ideal Touch control and reconnect it to the boiler? +

  Please see below for a step-by-step guide on how to change the batteries in your Ideal Touch Connect, before reconnecting it to your boiler:
  

  • Switch off the power to your boiler

  • Unclip the thermostat from its cradle or stand by sliding the Touch Connect thermostat upwards

  • Use a flat bladed screwdriver to pop off the rear cover and take out the batteries

  • Place 3 new batteries into the back of the Touch Connect

  • Turn the power to your boiler back on

  • As the power returns to your boiler insert the last battery into the back of the Touch Connect and replace the back cover

  • When the Touch Connect screen comes on it should then show a message reading ‘Connecting To Boiler’. After approximately 60 seconds, the screen will prompt you to input the date & time to complete setup

  Should you have any problems, please contact a member of our Customer Service team on 01482 498 660.

• Where can I find out about updates to the Touch Connect App? +

  Either through the AppStore or Google Play Store. The web Browser will always be the latest version, this is updated automatically.

• Will I still receive push notifications if I log out of my app? +

  No, to receive push notifications you need to be logged in to the app.

• What can I do if Touch Connect isn’t working? +

  Please see the trouble shooting guide in the Touch Connect User Guide. For further assistance please contact our customer service team on 01482 4988663.

• What happens if more than one device is using the Touch Connect App? +

  The System will respond to the last command sent.

• What can I do if I forget my Touch Connect password? +

  Open the Touch Connect app and click [Forgotten password] then follow the onscreen instructions to reset your password.

• What will trigger an alert? +
  • Internet or server outage
  • Boiler Faults
  • Failed Commands (Central Heating ON/Off)
• What is an alert? +

  This is a notification sent to your phones home screen/notification bar or email depending on your preferences.

• What do the colours of the LED mean on the Touch Connect gateway? +

  This sequence is the initial loading sequence for the gateway:
  

  Solid Orange	45s
  Flashing Red	5s
  Solid Orange	5s
  Flashing green	3s
  Solid Green	Continuous

  • Outside of the above loading sequence these are status indications of the LED light.

  Solid Orange	No ethernet/internet connection
  Flashing Red	Updating software

• What do the LEDs mean on the Touch Connect Boiler Transceiver? +

  From left to right:

  • Wireless Connection to Touch thermostat
  • Electrical supply to Boiler Transceiver
  • Opentherm connection between the Boiler and Transceiver
• What does it mean if it shows a Zone 1 fault on my Touch Connect thermostat? +

  A ‘Zone 1 Fault’ means that the boiler and Touch Thermostat have lost RF (Wireless) connection. Please see the location guidelines in the Touch Connect User Guide. Or if the gateway is off.

• Is my Touch Connect compatible with all type of Ideal boiler? +

  No, The Touch Connect is compatible with the below ranges of boiler:

  • Logic Combi
  • Logic Combi C
  • Vogue Gen 2 Combi
  • Vogue Combi C
  • Logic Max Combi C
  • Vogue Max Combi

  
  

• Is my Touch Connect compatible with non-ideal boilers? +

  No, the Touch Connect is only compatible with Ideal Boilers to ensure you get the greatest efficiency out of your central heating system as possible.

• What do the background colours refer to on the Touch Connect App? +

  Grey - Touch is either set to ‘off’ or is not in a timed on period.

  Blue - Touch is ‘on’ and the set point is below 19°C.

  Yellow - Touch is ‘on’ and the set point is between 19° - 24.5°C.

  Red - Touch is ‘on’ and the set point is above 25°C.

• Is there a Touch Connect Windows App? +

  Unfortunately due to the discontinued support of Windows Mobile from Microsoft there is not a Touch Connect App available on Windows store.

• My time is an hour out? +

  If you have installed your Touch Connect Thermostat but have not registered on the Touch Connect App, the time will register one hour out. Register on Touch Connect App and this will rectify.

• I’ve updated my Touch Connect app to the latest version, what happens to my previous settings and schedules? +

  All settings and schedules are retained during an app update meaning you can carry on with Touch Connect without any interruptions.

• I’ve moved into a house that has a Touch Connect installed, what should I do? +

  To connect to the Touch Connect please follow the quick connection guide in the user guide.

• How much does it cost to use the Touch Connect App? +

  It’s free to use the Touch Connect App, however your mobile network providers data charges may apply.

• I’ve forgotten my Touch Connect username, what should I do? +

  Your Username is the email address you used when creating an account.

• How long does it take for changes made through the Touch Connect app to reach my boiler? +

  This can be as little as 6 seconds, however dependent on the internet speed and connection it could take a couple of minutes.

• How do I view or change my heating schedules on the Touch Connect thermostat? +

  Please refer to the Touch Connect User Guide to change or review heating schedules.
• How do I turn my heating off on the Touch Connect thermostat? +

  Press the "radiator symbol"  until OFF is shown on the screen.

• How do I connect my Touch Connect Gateway to my router? +

  The Touch Connect comes supplied with an ethernet cable to connect your gateway and internet router. For full details please see the Touch Connect Installation guide and the installation guide for your internet router if required.

• How do I enable alerts and push notifications for Touch Connect? +

  Menu - Settings - Notification Settings - select required toggle switch.

• How do I setup up Holiday Mode in the Touch Connect App? +

  Please refer to Holiday Mode in the Touch Connect User Guide.
• How do I turn my central heating system off on the Touch Connect? +

  Please refer to Operating Modes in the Touch Connect User Guide.

• Can I use text control (SMS) to control Touch Connect? +

  No, Touch Connect is only controlled through the Touch Connect App.

• How do I add extra users to my Touch Connect account? +

  Download the App for each device and use the same email address and password as the initial user.

• How do I change my Touch Connect password? +

  Go to Menu – Settings – Account Details – Change Password.

• How do I boost my heating on the Touch Connect thermostat? +

  Turn the outer ring until the desired set temperature is shown on the screen.

• How do I change the temperature of my heating on the Touch Connect thermostat? +

  Turn the outer ring until the desired set temperature is shown on the screen.

• Can I access Touch Connect through a web browser? +

  Yes, https://app.idealtouch.co.uk.

• How many schedule periods can I add on the Touch Connect? +

  6 per day over 7 days.
• How do I turn my hot water off on the Touch Heat/System thermostat? +

  Press the Tap symbol until OFF is shown on the screen.

• How do I turn my heating off on the Touch Heat/System thermostat? +

  Press the radiator symbol until OFF is shown on the screen.

• How do I view or change my heating schedules on the Touch Heat/System thermostat? +

  Please refer to the Touch Heat/System User Guide or review heating schedules.

• How many schedule periods can I add to my Touch Heat/System RF? +

  6 per day over 7 days.

• I’ve moved into a house that has a Touch Heat/System installed, what should I do? +

  For more information on the Touch Heat/System please see the User Guide.

• What can I do if Touch Heat/System isn’t working? +

  Please see the trouble shooting guide in the Touch Heat/System User Guide, for further assistance please contact our customer service team on 01482 498663.

• What do the LEDs mean on the Touch Heat/System Relay Transceiver? +

  From left to right;

  • Wireless Connection to Touch thermostat
  • Electrical supply to Boiler Transceiver
  • Opentherm connection between the Boiler and Transceiver
• Is my Touch Heat/System compatible with non-Ideal boilers? +

  No, the Touch Heat/System is only compatible with Ideal boilers to ensure you get the best increase in efficiency out of your Touch Heat/System and central heating system as possible.

• Is my Touch Heat/System compatible with all type of Ideal boiler? +

  No, the Touch Heat/System is compatible with the below ranges of boiler;

  • Logic Max Heat
  • Logic Max System
  • Vogue Max System
  • Logic Heat H
  • Logic+ Heat H
  • Logic System S
  • Logic+ System S
  • Vogue System S Gen 2
  • Logic Heat
  • Logic+ Heat
  • Vogue System
• Is my Touch Combi RF compatible with non-Ideal boilers? +

  No, the Touch Combi RF is only compatible with Ideal boilers to ensure you get the best increase in efficiency out of your Touch Combi RF and central heating system as possible.

• What does it mean if it shows a Zone 1 fault on my Touch Combi RF thermostat? +

  A 'Zone 1 Fault' means that the boiler and the Touch Control have lost RF (Wireless) connection. Please see the location guidelines in the Touch Control User Guide.

• How do I turn my heating off on the Touch Combi RF thermostat? +

  Press the radiator symbol until OFF is shown on the screen.

• How do I view or change my heating schedules on the Touch Combi RF thermostat? +

  Please refer to the Touch Combi RF User Guide to change or review heating schedules.

• How do I boost my heating on the Touch Combi RF thermostat? +

  Turn the outer ring until the desired set temperature is shown on the screen.

• How many schedule periods can I add to my Touch Combi RF? +

  6 per day over 7 days.

• How do I add a schedule? +

  Please refer to Changing a Schedule in the Touch Combi RF User Guide.

• What do the LEDs mean on the Touch Combi RF Boiler Transceiver? +

  From left to right:

  • Wireless Connection to Touch thermostat
  • Electrical supply to Boiler Transceiver
  • Opentherm connection between the Boiler and Transceiver
• Is there a benefit to installing more than one of the additional energy efficiency options? +

  The homeowner may see increased energy saving or ease of use (in the case of a smart thermostat) by installing more than one of the additional energy efficiency options but it will not alter compliance with Boiler Plus. There are no additional “points” or gains from a legislative perspective of installing more than 1 of the additional energy efficiency measures.

  ErP Ratings of the Ideal Domestic Boiler Range – all comply with Boiler Plus.

• What is the difference between ERP system labels and Boiler Plus? +

  The ERP system label enables the installer to aggregate products into a higher efficiency category i.e. a boiler and control can be added to achieve a higher system rating, this is different to Boiler Plus as specific measures are applied as listed for the 4 optional measures, this means a system label can be generated for all systems however that system may not comply with Boiler Plus.

  For example a Logic Combi C fitted with an electromechanical timer would have an ErP label but would not comply with Boiler Plus without additional accessories e.g. weather compensation.

• Do we need to install all of the additional energy efficiency options? +

  No, only 1 out of the 4 energy efficiency options need to be installed alongside any replacement combi boiler.

  

• What is a smart control with automation and optimisation? +

  Smart thermostats are products that let consumers remotely control their home temperature via a tablet, smartphone or desktop for greater control over the central heating system.

  Automation is a function that allows the device to automatically control the heating system output in response to programmed demand (e.g. scheduling with temperature control) or occupancy detection, an advanced example of this is the use of geolocation.

  Optimisation means the device calculates how long it takes the property to reach the desired comfort level, and times the system’s operation to minimise the amount of work it has to do. Usually it also modulates the output of the boiler in a similar way to load compensation, so as little fuel as possible is consumed.

  The Ideal Touch Connect thermostat which is due to launch in 2018 will be a smart, connected control with automation (scheduling with temperature control) and optimisation.

• What is load compensation? +

  This feature within modern central heating controls adjusts the temperature of the water going to your radiators automatically. When your home is cold, the temperature going to your radiators will be high, but as the room warms up less heat is required, and the temperature going to the radiators will be reduced. This means your gas boiler matches your homes heat requirements better than a simple on/off control, reducing energy wastage and maintaining comfort conditions. The Ideal Touch control provides load compensation.

• What is weather compensation? +

  Weather compensation interacts intelligently with the boiler to reduce radiator water temperatures based on outside temperatures, which increases efficiency without compromising user comfort. Many users have reported significantly improved comfort, as the boiler is better able to maintain a steady internal temperature by adjusting boiler output to account for changes in the weather. Weather compensators can be a simple external sensor feeding weather data back to the boiler.

  Ideal provide an external weather sensor that can be purchased as an accessory.

• What is a FLUE Gas Heat Recovery System (FGHRS)? +

  FGHRS recover heat from waste flue gases to preheat the cold water entering the boiler, lowering the amount of energy needed to warm the water up to the required level. Almost all modern boilers already have some sort of heat recovery built in, making condensing boilers much more efficient than older ones. Even so, FGHRS can further increase the efficiency of these condensing boilers in most cases, delivering the same amount of heat with up to 4% less gas.

  
  The Ideal Logic Code Combi ESP1 has a built in FGHRS.

• Is Boiler Plus going to increase cost for the householder? +

  Boiler Plus aims to ensure that households are running efficient heating systems which should help to conserve energy bills. The provision of an additional energy efficiency measure with any replacement combi boiler may cause a slight increase in initial cost at installation, however there are a variety of solutions available covering a range of cost options giving choice to the homeowner.

• Who does Boiler Plus apply to? +

  Boiler Plus applies to all households in England as of 1st April 2018. The provision of an additional energy efficiency measure applies to replacement combi boilers only.

• Why does my Combi boiler not work as well when I use multiple hot water taps? +

  Combi boilers are designed to offer a rise in temperature depending on the flow rate passing through the boiler. As more hot water outlets are used, both the flow and temperature will be shared between the channels. 

• How do I check if my condensate pipe is blocked? +

  In Winter, your condensate pipe may freeze and become blocked. This can easily be fixed by using a hot water bottle, or pouring warm water over the pipe itself. For more information on this check out our ‘How to’ video on YouTube. If the weather is milder it may be worth checking where the condense pipe terminates for blockages such as leaves. Usually, a gurgling noise can be heard from the boiler during attempted ignition when the condensate is blocked.

• What is 'fan post purge'? +

  A fan post purge occurs when the fan continues to run after the boiler has been in operation. This is done to help cool the unit down and it is a normal function within the appliance.
  

  Still need further guidance with your Ideal boiler? Why not browse our boiler help guides or call our Technical Support team on 01482 498663?

• How do I know which boiler is best suited for my home? +

  There is a product selector tool available on our website which gives you a guide on what boiler would be best suit for your home. It asks for brief information on your home and then generates suggestions based on your input.

• My Building Regulations certificate is incorrect, how do I get a new one? +

  If the boiler was registered through the Connect loyalty scheme you can contact them directly on 0330 333 15 13 and they will have this rectified for you, If you/your installer registered directly with building regulations you would need to contact them directly to rectify this.

• What are your opening hours? +

  We believe that customer support is just as important as engineering excellence, so you can rely on us to be ready and able to help 364 days a year. Our customer services team are available:

  Monday to Friday: 08:00am – 18:00pm 
  Saturday: 08:00am –16:00pm
  Sunday: 08:00am – 12:00pm 
  Bank holidays: 08:00am – 16:00pm (closed Christmas day)

• How can I contact you? +

  Please see below the contact numbers for the Ideal Heating Customer Service and Technical Support teams:
  

  Customer Service: 01482 498660

  Technical Support: 01482 498663

  Why not browse our FAQs to see if your question has already been answered?

• How do I identify the make of my programmer? +

  Most programmers will either have their make or model on the front or on a drop down panel.

• How do I set my timer up? +

  User guides for our current programmers can be found under the literature section of our website in PDF format. They explain how to set times, temperatures and alternative functions.

• What controls are compatible with my boiler? +

  Any controls that work on 240 Vac can be used alongside our current range of boilers. The Logic and Vogue range can also be controlled by OpenTherm technology. For more information regarding this you can contact our customer services team on 01482 498660.

• How do I re-set my boiler controls after changing the batteries? +

  On the PRT3, the reset button is located on the transceiver unit at the front of the boiler and on the programmable room thermostat. These should be held in for 5 seconds with the unit left next to the boiler for 15 minutes to pair. On the Touch programmer, this should happen automatically but can also take up to 15 minutes. If you require further assistance please contact our Customer Service department on 01482 498660.

• What does fault code FA flashing on a Logic Combi 35 mean? +

  This means there is an issue with the flow and return pipes are reversed. Although this is usually not the case on a combi boiler, If this occurs please check all isolation valves underneath the boiler are in the open position, all radiator valves are turned on full and the bypass is free flowing to see if this rectifies the issue, If it does it may be worth calling the installer of the boiler to take a look.

• What is the difference between a standard Logic and the plus model? +

  Our Logic and Logic+ boilers are very similar in appearance; the major components are the same but the software and displays on the boilers are different. Our Logic boilers currently have a 2-year warranty whereas Logic+ boilers currently have 7 years. 

• Which boiler is the equivalent to the one I have? +

  There is a tool available on our website which gives you a guide on what boiler would be best suit for your home. It asks for brief information on your home and then generates suggestions based on your input.

• How do I get a new installation/ user manual? +

  These are available to download in the form of a PDF file from our website free of charge. These can be found here.

• My boiler display is blank, what does this mean? +

  A blank display is an indication that there is no power to the boiler. Alternatively a component within the boiler may have failed and a callout is required, please contact our Customer Service department on 01482 498660.

• My boiler shows 'C' and the burner light is flashing what does this mean? +

  When your boiler displays a ‘C’ on the boiler screen and the burner light is also flashing, this means your boiler has reached the programmed temperature.
  

  If your house has not met the set temperature and your boiler is showing this it could be caused by a circulation problem in the system. For more information regarding this you can contact our Customer Service team on 01482 498660.

  Still need further guidance with your Ideal boiler? Why not browse our most frequently asked boiler fault queries or call our Technical Support team on 01482 498663?