ALL FAQs

  • What is a Which? Approved Service Endorsement? +

    An Approved Service endorsement under the Trusted Trader scheme recognises that the quality of service offered by a company is best-in-class within the relevant industry.

    To achieve this endorsement, a company must pass a rigorous vetting process by Which? involving ongoing audits and testing of all areas that relate to the endorsement.

  • The Benefits of a Which? Endorsed Company to you as a Consumer? +

    As a consumer, you can be assured that you are dealing with a reputable, honest and trustworthy company, who uphold the highest quality standards, for that much needed peace of mind.

    Furthermore, Which? continually monitor and test every company that holds the endorsement to ensure their high quality standards are upheld.

  • What is the Which? Trusted Traders Endorsement Scheme? +

    Which? Trusted Traders is an endorsement scheme that recognises trustworthy traders across the UK within the consumer home improvement, private motor servicing and repairs industries.

  • Who are Which? +

    Which? has been the UK’s consumer champion for more than 60 years. Which? are a not-for-profit organisation working entirely on behalf of the consumer to protect them – nobody else. They are completely independent, meaning their reviews and advice is not influenced by any third parties and they do not accept any incentives from product manufacturers or retailers.

  • When my hot water is running, the central heating is getting warm - with Combi Boiler installed +
    • Please contact us as this will require a visit from an engineer.
  • My central heating isn't working but hot water is working +
    • Turn your thermostat to its maximum position and check if a C appears on the boiler display. If the boiler fires and the radiators come on, this means the room thermostat wasn't set higher than the room temperature.
    • If the boiler still doesn't fire, please contact us as this will require a visit from an engineer
  • Flashing D AND U Divertor valve in mid-position for service +
    • Rotate all knobs fully clockwise
    • Turn the boiler off
    • Turn the boiler back on and then press restart
  • Flashing L AND 4 Flow Thermistor +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code L4 as this will require a visit from an engineer.
  • Flashing L AND C: 5 Boiler Reset in 15 Minutes +
    • The boiler has been reset too many times in 15 minutes.
    • Turn the power to the boiler on and off again to reset
  • Flashing S AND E Service Interval Timer +
    • Please contact the installer
  • Flashing F AND A Flow & Return Reversed +
    • The flow and return differential is wrong and may have been installed correctly / possible crossed pipes.
    • Please contact the installer
  • Flashing F AND U Flow & Return Differential more than 50⁰ +
    • There difference between the water flow and return is too high (more than 50⁰)
    • Turn the boiler off and bleed/let out the air of your radiators. Ensure the boiler pressure is still at 1 to 1.5 BAR and turn the boiler back on. View our video on how to top up your boiler pressure here.
    • Possible blockage, please contact us quoting error code FU (we won't take offence) as this will require a visit from an engineer.
  • Flashing F AND D No Water Flow +
    • Turn the boiler off and bleed/let out the air of your radiators. Ensure the boiler pressure is still at 1 to 1.5 BAR and turn the boiler back on. View our video on how to top up your boiler pressure here.
    • Your central heating pump may not be running. Gently touch it and if it's working properly, there should be a gentle vibration and it should also be warm
    • If you believe the central heating pump is NOT running, contact your installer.
    • If you believe the central heating pump is running, please contact us quoting error code FA as this will require a visit from an engineer.
  • Flashing C AND 0 BCC Activation Fault +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code C0 as this will require a visit from an engineer.
  • Flashing C AND 2 BCC Chip +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code C2 as this will require a visit from an engineer.
  • Flashing F AND 0 No Water Flow Thermistor +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code F0 as this will require a visit from an engineer.
  • Flashing F AND 7 Low Mains Volume +
    • Voltage to the boiler may be too low
    • Contact a local electrician to inspect the electrics of your property
  • Flashing F AND 6 Outside Sensor Fault +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code F6 as this will require a visit from an engineer.
  • Flashing F AND 5 Return Thermistor +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code F5 as this will require a visit from an engineer.
  • Flashing F AND 4 Flow Thermistor +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code F4 as this will require a visit from an engineer.
  • Flashing F AND 3 Fan Fault +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code F3 as this will require a visit from an engineer.
  • Flashing F AND 2 Flame Loss / Ignition Lockout +
    • Reset the boiler
    • If your gas meter is pay-as-you-go, check there is credit available
    • Check other gas powered items in your home, if these are also not working, you should contact a local gas engineer
    • Check that the yellow gas isolation valve under the boiler hasn't been turned off. If it is on, the handle/knob will be in pointing in the direction of the pipe.
    • If the boiler is making a gurgling/garglign noise whilst trying to fire, please contact your installer as there may be a blockage
    • If this does not fix the problem, call us quoting Error Code F2
  • Flashing F AND 1 Low Pressure +
  • Flashing L AND 6 False Flame Lockout +
    • Reset the boiler
    • If this does not fix the problem, please contact us quoting error code L6 as this will require a visit from an engineer.
  • Flashing L AND 5 +
    • The boiler has been reset too many times in 15 minutes.
    • Turn the power to the boiler on and off again to reset
  • Flashing L AND 3 No Water Flow +
    • Check that the water pressure to the boiler is at 1 to 1.5 BAR. View our video on how to top up your boiler pressure here.
    • Check that the yellow gas isolation valve under the boiler hasn't been turned off. If it is on, the handle/knob will be in pointing in the direction of the pipe
    • Turn the boiler off and bleed/let out the air of your radiatiors. Ensure the boiler pressur is still at 1 to 1.5 BAR and turn the boiler back on
    • Press the reset button
    • If this does not fix the problem, please contact us quoting error code L3


  • Flashing L AND 2 Flame Loss or Ignition Lockout +
    • Reset the boiler
    • If your gas meter is pay-as-you-go, check there is credit available
    • Check other gas powered items in your home, if these are also not working, you should contact a local gas engineer
    • Check that the yellow gas isolation valve under the boiler hasn't been turned off. If it is on, the handle/knob will be in pointing in the direction of the pipe.
    • If the boiler is making a gurgling/gargling noise whilst trying to fire, please contact your installer as there may be a blockage
    • If this does not fix the problem, call us quoting Error Code L2
  • Flashing L AND 1 Flow Temperature Overheat or No Water Flow +

    Ensure that all radiator valves are open Check that the water pressure to the boiler is at 1 to 1.5 BAR. View our video on how to top up your boiler pressure here.Reset the boilerIf this does not fix the problem, please contact us

    Learn more

  • I have changed my Wi-Fi service provider, how do I connect to my new router? +

    1.       In the Halo app, press the grid icon in the top right hand corner of the screen

    2.       Select “System Status & History”

    3.       Select “Smart Interface”

    4.       Select “Delete Device”

    5.       Select “Delete” to confirm device deletion

    6.       Follow the Add Smart Interface Wizard to reconnect your Smart Interface to your new router

  • Can the Smart Wiring Centre run underfloor heating? +

    Yes, the Smart Wiring Centre can run a zone with underfloor heating.

  • Can I still control my heating through Amazon Alexa/Google Home? +

    Yes, if you have installed a Halo Combi Wi-Fi 2-Zone system then you can still control both central heating zones through smart home assistants.

  • I have a hot water cylinder, will this kit control my hot water? +

    Central heating systems that have a hot water cylinder work in a different way to systems that run from a combi boiler. The Halo Combi controls range can't control a hot water cylinder but keep your eyes peeled for the launch of Halo Heat & System later on in 2021.

  • Can this be fitted to other manufacturers boilers? +

    We have fine-tuned the Halo control range to ensure it gives maximum energy savings when paired with an Ideal Heating boiler. These savings would not be the same using another manufacturers boiler so we don't recommend using the Halo controls range with anything other than an Ideal Heating boiler.

  • Do I need to run a switched live demand to the boiler? +

    No, as the Smart Wiring Centre communicates wirelessly to the Smart Interface that is connected to the boiler there is no need to run a wire from the wiring centre to the boiler.

  • Is this a fully modulating control? +

    Yes, the Halo Combi 2-Zone control is one of the only controls in the market that is fully modulating on both heating zones.

  • Does this wire into my existing wiring centre? +

    No, the smart wiring centre replaces any existing wiring centre so no additional wall space is required.

  • Does this 2-zone kit have 2 thermostats? +

    No, this kit is in addition to either the Halo Combi RF or for internet connected control the Halo Combi Wi-Fi.

    Halo Combi Multizone Spec Sheet

  • When I press the override button, my boiler doesn’t fire +

    If your Smart interface is connected internally on the boiler, ensure that the 8 pin connector is secure and that both the mains room stat and opentherm links are in place. If your smart interface is connected via an external bracket please obtain your full boiler model number and call our customer services team on 01482 498660 

  • What are the Alexa Commands? +

    Some of the standard Alexa commands are:

    • Alexa, set my thermostat to 21 degrees
    • Alexa, make it warmer in here 
    • Alexa, set my thermostat to OFF
    • Alexa, what is my room temperature? 
    • Alexa, what is my thermostat set to?
  • How do I add a schedule to the Halo Combi Wi-Fi / Halo Combi RF? +

    Your Halo will come with a pre-set schedule. To alter this go into the Timed Heating Schedules section in the menu. For more information on how to alter a schedule either refer to the user guide that came with the Halo and is also available online at idealboilers.com or watch the “How to alter the schedule on the Halo Combi” video on the Ideal Boilers YouTube channel.  

    If you have the Halo Combi Wi-Fi control you can alter the schedules in the Ideal Halo app.

  • How many schedule periods can I add? +

    6 per day 

  • How do I configure night setback (NSB)? +

    Currently there is no Night Set Back feature on the Ideal Halo however, with 6 heating schedules per day there is the flexibility to set additional “on” periods with a lower setpoint to compensate for this. 

  • How do I boost my heating on the Halo Combi RF / Halo Combi Wi-Fi thermostat? +

    In Auto mode turn the dial to the required temperature, the temperature will then remain at this new target until start of the next scheduled event. To maintain the current target temperature for longer than is scheduled push the dial to bring up a pop up menu, select the number of hours you would like to extend the current heating period by turning and pushing the dial. If you have the Halo Combi Wi-Fi control you can also override the target temperature or extend the heating period (pus hours) remotely in the Halo app. To boost your heating  simply turn the dial or press the plus button to the required temperature, the temperature will then remain at this new target until start of the next scheduled event. To maintain the current target temperature for longer than is scheduled press the plus hours icon on the home screen to bring up a pop up menu, select the number of hours you would like to extend the current heating period by.

  • How do I view or change my heating schedules on the Halo Combi RF / Halo Combi Wi-Fi thermostat? +

    Your Halo  will come with a pre-set schedule. To alter this go into the Timed Heating Schedules section in the menu. For more information on how to alter a schedule either refer to the user guide that came with the Halo and is also available online at idealboilers.com or watch the “How to alter the schedule on the Halo Combi” video on the Ideal Boilers YouTube channel.

    If you have the Halo Combi Wi-Fi control you can alter the schedules remotely in the Ideal Halo app.

  • How do I change the temperature of my heating on the Halo Combi RF / Halo Combi Wi-Fi? +

    In manual mode turn the dial until the desired target temperature is shown on the screen.   In Auto mode turn the dial to the required temperature, the temperature will then remain at this new target until start of the next scheduled event.  An override icon will then show on the screen.   If you have the Halo Combi Wi-Fi control you can also override the target temperature remotely in the Halo app. To change the target temperature simply turn the dial or press the plus / minus button to the required temperature, the temperature will then remain at this new target until start of the next scheduled event. An override icon will then show on the screen.

  • How do I turn my heating off on the Halo Combi RF / Halo Combi Wi-Fi? +

    Press the right hand button to enter the mode menu, scroll to select OFF and push the dial to confirm.

    If you have the Halo Combi Wi-Fi control you can also turn the heating off remotely in the Halo app, simply tap the mode lozenge which is located in the centre just below the temperature ring and select OFF from the pop up menu.

  • What is frost protection? +

    Frost protection is active when the Halo is set to OFF. It will run the central heating system if the temperature drops to 5°C to prevent freezing. 

  • How do I set holiday mode? +

    To set holiday mode, when your Halo is temporarily set to OFF for a pre-determined period of time. On the day you are due to leave press the left button to enter the menu, enter holiday mode and select how many days you would like holiday mode to last. Push the dial to confirm.

    If you have the Halo Combi Wi-Fi control you can also set holiday mode remotely in the Halo app, simply go to the menu and select holiday mode and follow the guidance on the screen.

  • How to I set child lock? +

    To lock the screen to avoid any adjustments simply press the 2 buttons at the same time until the padlock icon appears. To remove the lock press the 2 buttons together again until the icon disappears. 

  • Why can I see a spanner icon on my Halo Combi Wi-Fi / Halo Combi RF? +

    If a spanner is visible on the screen of your Halo it indicates that your boiler is due a service. If the spanner is grey your service is due in 60 days, if it is amber your service is due within 30 days, if it is red your fault is due now or overdue.

  • Why can I see an exclamation mark icon on my Halo? +

    If an exclamation mark is visible on the screen of your Halo control it indicates that your boiler has a fault. When the exclamation mark is visible the right hand button will take you to a fault page with a description of the fault on your boiler and instructions of what you need to do.

    If your boiler has a fault and you have the Halo Combi Wi-Fi, the exclamation mark fault icon will also show on your app screen and you can tap through to a fault page  with a description of the fault on your boiler and instructions of what you need to do.

  • The menu option is not showing on my Halo device. +

    Please ensure your heating is not in an override situation.  The menu is not available when in this state. 

  • The Smart Interface has a constant blue connectivity LED. +

    This is advising your smart interface has no connection to the cloud.

    Ensure that the router is connected to the internet. This could be tested by web browsing on a tablet or PC that normally uses the router to connect to the internet. Avoid testing internet with mobile phone that may use mobile network to connect to internet.
    Contract your broadband / fibre provider for help if internet is not working

  • The Smart Interface has a constantly flashing blue connectivity LED. +

    Your smart interface has been put into access point mode. This is done by pressing the override button for 5 seconds.  Another 5 second press will reverse this mode. 

  • I have had a new broadband / fibre router, new broadband / fibre provider, or changed Wi-Fi password Wi-Fi Network. +

    The Halo will need to reconfigure to connect to the new Wi-Fi network following the steps below.

  • How do I connect the Halo to my Wi-Fi +

    To connect your Halo you need to have the Ideal Halo App installed 

  • My app is telling me I am not able to connect to the cloud +

    Please check the model of Halo you have purchased.  

    The 'Halo WiFi' is fully operational with our mobile app.  
    The 'Halo RF' is able to access the mobile app after an upgrade. This is done by calling our customer service team on 01482 498660

  • I have put my smart interface into the access point mode as per the app, It does not show as an available WiFi network on my mobile device +

    The Smart interface can take upto 30 seconds to show in your WiFi network list. 

  • The Led on my Zigbee Repeater is flashing Green. +

    The unit has been put into identify mode. A short press on the pair button will stop the identify function. You will also see the flashing zigbee light go solid. 

  • How do I connect my Halo up to Alexa +

    Using your Alexa app, Download and link the Ideal Halo skill to your account. This will enable you to control your Halo device via Alexa

  • I have removed an invited user from my Halo App but they are still able to use their Alexa. +

    Due to Alexa limitations, the invited user needs to remove from their Alexa device manually 

  • Are Batteries supplied with the Halo WiFi / Halo Combi RF? +

    4 x aa Duracell batteries are supplied with the Halo.

  • Can I use re-chargeable batteries in my Halo unit. +

    Ideal do not recommend using any rechargeable batteries. Only alkaline batteries should be used

  • How long should the batteries last with general use? +

    It's estimated with general use that the batteries should last between 18-24 months

  • Is the Halo WiFi / Halo Combi RF freestanding? +

    The Halo can be wall mounted or placed on the desk stand included. 

  • How do I update the Halo WiFi / Halo Combi RF software? +

    If your Halo is connected via the mobile app, automatic updates will be transmitted to your unit.  Only the WiFi version of the Halo, comes with this functionality as standard

  • Can the Halo WiFi / Halo Combi RF be fitted onto a multi zone system +

    This option is currently not available but we're working on it.

  • Is the Halo Combi Wi-Fi / Halo Combi RF compatible with all type of Ideal boiler? +

    The Halo Combi Wi-Fi / Halo Combi RF is compatible with the boilers below with serial letter code AFQ onwards:

    Logic Combi C, Logic Combi ESP1, Logic Code Combi ESP1, Logic+ Combi C, Logic Max Combi C, Vogue Gen2 Combi, Vogue Max Combi.

    For compatibility with older Logic and Vogue brackets, a separate Halo Smart Interface bracket is required.

  • Is the Halo control compatible with non-Ideal boilers? +

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

  • What powers the Halo Combi Wi-Fi / Halo Combi RF? +

    In a normal situation, the Smart interface is powered by the boiler directly. The Halo control is powered by  4 x AA batteries. If your installation requires a smart interface bracket, The power is supplied by a 24v mains adapter.  

  • My current control is wired to the boiler. Can I wire the Halo to my boiler? +

    No, the Halo Combi Wi-Fi and Halo Combi RF are wireless controls, powered by batteries.

  • Can I use my PC to control the heating? +

    The Halo is currently not controllable via a PC web browser

  • The Halo app cannot find my location using an IOS device +

    From IOS 13 onwards, when you install the app and activate geolocation a system message asking for permission to allow location services to be used will appear. Select the option to "Allow when App is in use". 

    Shortly after when the App tries to use the location services when the app is closed, another system message will pop up asking if you want to allow location services use at all times. This option should then be selected.   

    If any concerns. check the App permissions in the IOS App settings.

  • The Halo app cannot find my location using an Android device +

    On your mobile device,  Ensure the location settings are set to allow useage at all times for the Halo App. 

  • What will happen with Geolocation active? +

    When geolocation is active  Halo will run your preset schedules  (in auto mode) or your  selected tempatature (in manual mode) when someone is at home. When the last person leaves the home Halo will switch the heating to OFF. 

    When the first person crosses the home boundry and returns home then Halo will return to Auto  or Manual mode (whichever was set originally) and your heating will run as set.

  • I have multiple devices and they are all named 'Heating' on my Google Home hub +

    Using the Halo App, If you go into the Halo options in the manage devices section. You can change the device name from the default name of 'heating'. This will then change on your Google Homehub

  • How do I connect up to Google Home? +

    Using your Google home app, go into settings and click on ""Works with Google"" Search for Ideal Halo and select it.

    It will ask you to log into your Halo app to link them. This will let you assign your Halo to a room and enable control.

  • What are the Google Home commands? +

    Some of the standard Google Home commands are…

    • Hey Google, set heating to 21 degrees
    • Hey Google, make the temperature 20 degrees 
    • Hey Google, turn the heating on
    • Hey Google, make it warmer 
    • Hey Google, turn the heating off
    • Hey Google, make it cooled
  • The smart interface won’t fit in the front of my boiler +

    It is possible your boiler may be an older version that is non-compatible with the smart interface unit. You may need an external wall bracket to allow fitting to your boiler.  Please call our customer services team for more details on 01482 498660

  • On my Halo WiFi / Halo Combi RF smart interface the Zigbee green led is solid green on first power up. +

    If your Smart interface shows a solid green led on first power up, please just press the pairing button as instructed in the manual. 

  • My Halo screen shows it has failed to pair. +

    Please check the smart interface is in pairing mode (Red flashing ZigBee led)

    Check the distance between the smart interface and Halo,

    Reset the smart interface by pressing the reset button on the front.

    If you continue to have problems, please contact our customer services team on 01482 498600

  • Can the Halo be fitted to my Heat or system boiler? +

    This option is currently not available, we're working on it.

  • Can the Halo RF be used in conjunction with external weather compensation +

    The Halo RF can be used with external weather compensation

  • Can the Halo WiFi be used in conjunction with external weather compensation +

    Yes, however the Halo Wi-Fi will use your local external temperature as default via the Halo App. If you want to use the Halo Wi-Fi with external weather compensation then please disable the app weather compensation feature.

  • ​My control offers the option for multizone but I cannot select it. ​ +
    This feature is not implemented currently and will be available in the future
  • Can I input an installer contact number? +

    Yes, this can be inputted during the auto-setup sequence or, if required at a later date, can be inputted or altered via the settings menu.

  • What advanced settings are available to the installer? +

    Advanced settings should only be adjusted by a competent person, the wrong configuration can have a detrimental effect on the thermostat and the heating system.

    • Optimised start - Boiler starts heating in advance of schedule so heating reaches the required temperature at the time specified    Default: OFF
    • Optimised stop - Boiler stops heating in advance of schedule so heatingreaches the required temperature at the time specified   Default: OFF
    • Delayed Start - If the room temperature is close to target temperature the heating start time is delayed to save energy   Default: OFF
    • Display Tolerance -  Select the display tolerance of the room temperature. Can beset at increments of 0.5 or 0.10C  Default: 0.10C
    • Temperature offset - Fine tune the room temperature display -2.5 to 2.50C  Default: 0
    • Daylight saving time - Automatically move to daylight saving  Default: ON
    • Frost protection - The temperature that will used when to protect your home when the thermostat is off. Can be set 5 to 17°C  Default: 50C
    • Service phone number - Opportunity to input Installer contact number for service reminders  Default: Ideal Boilers number
  • What is Optimised Start? +

    The boiler starts heating in advance of schedule so heating reaches the required temperature at the time specified

  • What is Optimised Stop? +

    The boiler stops heating in advance of schedule so heating reaches the required temperature at the time specified

  • What is Delayed Start? +

    If the room temperature is close to target temperature the heating start time is delayed to save energy.

  • My Smart interface has no LED’s lit on the front. +

    If your smart interface is fitted into the boiler, please ensure the 8pin connector is secure and the boiler power is turned on.  If your Smart interface is connected externally from the boiler in a bracket, please ensure the 8 pin connector is secure and that he black power supply is plugged in, turned on and connected to the bracket.

  • My smart interface is showing 3 solid green LED’s on override, Boiler and power +

    Please press the pin reset on the front of the Smart interface. This should reset the unit. If this does not work, please turn the power off to the boiler for 5 minutes. This will fully reset the unit.  If your smart interface is installed externally from the boiler, unplug the power supply for 5 minutes

  • When I first power up my Halo WiFi / Halo Combi RF smart interface has all 4 green LED’s showing solid permanently and is not working +

    Please press the pin reset on the front of the Smart interface. This should reset the unit. If this does not work, please turn the power off to the boiler for 5 minutes. This will fully reset the unit.  If your smart interface is installed externally from the boiler, unplug the power supply for 5 minutes

  • On my Halo WiFi / Halo Combi RF smart interface the Zigbee green led is flashing. +

    This indicates that the Smart interface is currently in the Identify mode accessed by a short press of the pairing button. To exit this mode just press the identify button again.

  • The screen on my Halo is flashing ? +

    The unit has been put into identify mode. A short press on the pair button will stop the identify function. You will also see the flashing zigbee light go solid. 

  • My Halo WiFi / Halo Combi RF unit does not show anything on the screen. +

    If when turning the dial, nothing shows on the screen. Ensure all 4 batteries are inserted correctly. It may be worth changing the batteries to check.

  • How Do I Contact Ideal Technical Support? +

    The Ideal Technical Support telephone number is 01482 498663. Why not browse our FAQs to see if your question has already been answered? From boiler controls to help guides, advice on using your Halo Thermostat or connecting your boiler to Alexa, and the most frequently asked general enquiries.

    Learn more

  • How do I change the batteries in my Halo Combi RF / Halo Combi WiFi? +

    To release the back from the Halo device, grab the top and bottom of the unit and gently pull the Halo away from the rear housing or desk stand,  This will reveal the location of the 4 x AA batteries in the device. Replace with 4 x AA Alkaline batteries, ensuring the correct battery orientation. 

    Once changed, position the Halo back onto the  desk stand or wall mount.
    The Halo will go through a short synchronisation process while it reconnects with your Halo smart interface. The Halo will then return to the home screen. 

  • How do I perform a full factory reset on my Halo? +

    On the smart interface, press and hold both the override and pair buttons for 15 seconds until the Zigbee LED goes orange. This will reset both the Smart interface and the Halo control back to factory settings. 

  • My Halo device is showing a CF01 fault. +

    This indicates that your Halo thermostat has lost connection with the smart interface.  Ensure the smart interface has power and that the distance and location advice in the user guide has been followed.  If problems persist, please call our customer services team on 01482 498660