FAQs & Help

No, the manufacturer’s warranty only covers manufacturing issues with the appliance. If there are any problems with your system, such as radiators or pipework, you should contact the installer who fitted the boiler system. Alternatively, you can arrange system cover to run alongside your warranty. We offer this, as well as other protection plans. To find out more contact our Customer Service Department on 01482 498660. 

In the event that your boiler is out of warranty and requires a service or repair, we provide a range of protection plans to best suit you. For more information contact our Customer Service department free on 01482 498660. 

Any manufacturing issues within the appliance itself that have originated from the system. For full information on our manufacturers warranty please visit the terms and conditions on our website. 

We offer a range of options to extend the warranty on your Ideal boiler. To discuss the options and decide upon the right choice for you please contact our Customer Services department on 01482 498660.

Contact the company that fitted your boiler. They will be able to request your Gas Safe certificate from our Connect loyalty scheme or directly through Gas Safe. 

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.

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.

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.

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.

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

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.

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.

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. 

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.

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.