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FAQs & Help
Information & frequently asked questions on our boilers, parts & controls.
- My Boiler Shows 'C' & Burner Light is Flashing
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?
- My Halo thermostat is not showing in the app after pairing
The Halo thermostat could take a few minutes to show in the app. It would be worth checking to ensure the thermostat is fully paired to the smart interface by using the 'identify' function.
- I need to remove a 2nd home or device from my app
To remove a home or device, simply click on the appropriate system status box and then tap on the Smart interface. You should now be able to delete the device.
- Can the rest of my family also control the heating?
Once you have completed the app setup, you can invite other users to control your Halo thermostat.
This is done in the settings menu under the option manage users.
- 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 reset to remove my service message?
On the older range of Ideal boilers, you can reset your boiler to remove the service message by holding the mode dial in the reset position for 3 seconds.
For the newer range of Ideal boilers, such as Logic+ and Vogue, this can be done by either pushing the reset button underneath the display, or going into the menu settings on the display.
If you’re still having problems with resetting your boiler then please take a read of the user guide for your specific appliance or call our Technical Support team on 01482 498663.
- What is ErP?
ErP is designed to help the EU achieve its target of reducing energy use by 20% and increasing the share of renewable energies by 20% before 2020. It will affect all space and water heaters, ensuring they meet minimum efficiency requirements, and use the same type of energy efficiency labels seen on other white goods such as fridges and freezers. Manufacturers will only be able to sell compliant products after 26th September 2015.
- 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 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.
- Why can't I get hot water?
If you’re unable to receive hot water from your boiler, there are two different methods to follow depending on the type of boiler you own. Combi Boilers: On an Ideal combi boiler you should firstly check that the hot water temperature is turned up on the front. From here, you should check that the isolation valve underneath the boiler on the cold mains pipe is vertical/open. If this still doesn’t solve your problem it is likely there is an issue within the appliance. Heat Only & System Boilers: On either a heat only boiler or a system boiler, if the central heating works and the hot water does not then this is likely a system problem; possibly a zone valve not operating. If neither of these methods solves your problem then please call our Technical Support team on 01482 498663
- What does L5 mean?
This means there is a problem with the return. To reset this turn the boiler off at the wall (fuse spur) for a couple of seconds then back on again. If the boiler fails to operate then please contact Ideal or alternatively a Gas Safe Registered Engineer if outside of the warranty period.
- Where do I find my serial number?
The serial number is displayed on a barcoded sticker located at the top of the boiler. Alternatively, it should be present on the Benchmark certificate completed by the installer when the boiler was fitted. If you require further assistance please contact our Customer Services department on 01482 498660.
- What does it mean when the 'C' is displayed on the boiler screen?
When 'C' is displayed on your boiler screen it means the boiler has a central heating demand. Still need further guidance with your Ideal boiler? Why not browse our boiler help guides or call our Technical Support team on 01482 498663?
- What does it mean when 'D' is displayed on the boiler screen?
When 'D' is displayed on your boiler screen it means your boiler has fired up for a hot water demand. Still need further guidance with your Ideal boiler? Why not browse our boiler help guides or call our Technical Support team
- What does pre heat mean?
‘Pre-heat’ is a function that is designed to provide you with instant hot water when required. It works by infrequently heating the plate heat exchanger so that when hot water is requested it is already heated. This feature is not compulsory however, if not selected can take a few minutes before the hot water is at the appropriate temperature.