Having a problem with your supply or have questions relating to your heating system? Here are some handy hints and tips that may help you.

No Heating

If you are having issues with your heating there are things you can try to resolve this. Please see below.

  1. Is your heating switched to the on position on the programmer? If not, please turn it on. This should fix the issue.
  2. Is your thermostat turned up high enough to call for heat? Try turning the thermostat up to a higher setting to see if your heating kicks in.
  3. Do you have electricity at your property? Our systems need electricity to work, so if you have an interruption to your electricity supply your heating will be affected. When your electricity is restored your heating should return to normal.
  4. Do you have a pay as you go system? If so, please check your prepayment unit to make sure you have credit available. If not, topping up should resolve the issue.
  5. Do you have thermostatic valves on your radiators? If so, check that these are switched on. Sounds simple, but you’d be surprised how many times this turns out to be the problem! If they are on a low setting, please turn them up to see if this rectifies the issue.

If you have worked through the points above and your heating still isn’t working, then it sounds like an engineer visit is required. You can call us on 0333 321 2010 to arrange this, or alternatively you can email us at customerservices@switch2.co.uk

 

No Hot Water

If you are having problems with your hot water there are things that you can look at that may help you resolve the issue, please see below.

  1. Do you have a pay as you go system? If so, please check your prepayment unit and check that you have credit available to you. If not, topping up should get your supply restored.
  2. Do you have electricity at your property? Our systems need electricity to work so if you are experiencing an interruption to your electricity supply, then your hot water will be affected. Once the electricity supply is restored, then the hot water should return to normal.
  3. Do you have any water coming out of your taps? If not, then you need to speak to your water provider, this wouldn’t fall under our remit as we are not responsible for the supply of water.
  4. Do you have a programmer that controls both your heating and hot water? If so, then please check the programmer and make sure that the hot water is switched on. If not, switching it on should resolve the problem.
  5. What temperature is your hot water set to? Turning up the temperature of your hot water (if you are able) may resolve the problem.
  6. Are all of your hot taps affected? If not, then this wouldn’t fall under our remit and would be considered a plumbing issue. You would need to speak to your landlord, building management company or concierge to arrange the appropriate help.

If you have checked all of the above and still have no hot water, then it sounds like an engineer visit is required. You can call us on 0333 321 2010, or email us at customerservices@switch2.co.uk

 

No Heating and Hot Water

If you are having issues with your heating and hot water there are things you can try to resolve this. Please see below.

  1. Do you have a pay as you go system? If so, please check your prepayment unit and check that you have credit available to you. If not, topping up should get your supply restored.
  2. Do you have electricity at your property? Our systems need electricity to work so if you are experiencing an interruption to your electricity supply, then your heating and hot water will be affected. Once the electricity supply is restored, then the heating and hot water should return to normal.
  3. Do you have a programmer that controls both your heating and hot water? If so, then please check the programmer and make sure that everything is switched on. If not, switching it on should resolve the problem.
  4. Check the temperature on the thermostat. Are the temperatures set high enough to call for heating and hot water? Try turning up the temperature and see if this restores supply.

If you have checked all of the above and still have no heating or hot water, then it sounds like an engineer visit is required. You can call us on 0333 321 2010, or email us at customerservices@switch2.co.uk

 

Understanding your G6 meter

If you have a G6 unit you can download the user guide here

The green lights on the front of your meter help us understand how your meter is behaving. Below is a brief summary of what the lights mean, and how you can identify if there may be an issue.

  1. If the LED light is always on, this means that the G6 meter is working exactly how it should, and no faults have been identified.
  2. If the LED light is always off, then you have no credit and you need to top up. If this is the case, you will have no supply.
  3. If the LED light is flashing, then this may indicate that there is a problem. This would usually mean that your meter has lost its signal. If the meter is offline we cannot connect to it, meaning that any top ups you make won’t be applied until connectivity is restored. You can try to reboot your meter by pressing both the blue and orange buttons down together and holding them down for 10 seconds. This usually works and brings the meter back online within a 2 hour period. If you have topped up while the meter was offline, then the top ups will hit your meter when its back online.

What can I do if I think my G6 meter may be faulty?

There are occasions where the G6 may experience a fault. Although this doesn’t happen often, we have some tips that may help you resolve any glitches that may arise.

  1. My display is blank. The reboot can help with this. Try holding down the blue and orange buttons together for 10 seconds and see if this helps.
  2. My display is ‘fuzzy’. Again, the reboot can resolve this so follow the points above.
  3. I’ve topped up but my credit isn’t showing on my meter. Check the LED lights on the front of the meter. If they are flashing, try the reboot.
  4. I have no power going to my G6 at all. Do you have electricity in the property at the moment? If not, this may be the issue. Please check the device again after the supply is restored.

If you have tried all of the above and your problems haven’t been resolved, then a power cycle may help. This involves turning off your system and turning it back on again. This isn’t an option for every customer so you will need to check the equipment that you have in your property.

Can you see a switch that is clearly labelled Switch2, or a switch that to turn the unit on/off? This may be very close to the G6 meter, or may be by your HIU (heat interface unit, the device that looks like a boiler). If so, then turning the system off, leaving it for 1 minute then turning it back on again may resolve the issue. If you don’t have this switch then the power cycle isn’t an option for you.

If you have tried all of the above and you are still having an issue, then an engineer visit may be required. Please call us on 0333 321 2010, or email us at customer.services@switch2.co.uk so we can arrange help.

 

I have a leak in my property

If you are experiencing a leak from your heating equipment then please call us immediately on 0333 321 2010 so that help can be arranged.

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