Home Customer Zone Troubleshooting Guide

Troubleshooting Guide

Because we have one of the best aftercare services in the industry, our customers don't often have any trouble with their water coolers and continue to enjoy great tasting water week after week. However, if you do have any trouble with your water cooler, give us a call on 0844 800 3344 or contact us through one of the options on our contact us page and we'll make sure one of our cooler technicians comes out quickly to help.

In the meantime, though, below are quick answers to some of the more common problems you're unlikely to experience...

Calls cost 7p per minute plus your phone company's access charge

Water from the cold water tap is warm

Check the cooler is plugged in and switched on at the wall.

If the cooler has just been used extensively leave to re-chill for 15 minutes.

Check with another electrical item that the electricity outlet works. If it works, change the fuse on the cooler plug.

Check the thermostat at back of cooler and adjust to reduce temperature.

Water is appearing on the floor

Check to see if the drip tray needs emptying.

Check to see if bottle is leaking and/or cracked. If so, the bottle will be replaced free of charge at the next delivery. Remove the bottle from the cooler and mark as faulty. Put fresh bottle on cooler.

No water flows from the tap

Replace the bottle, if empty.

There may be an air blockage. Lift the bottle off the cooler and place back on. Perform this procedure 2 or 3 times. Ensure that there are cups positioned on the cup station and open both taps.

There is a plastic cap or sticker floating in the bottle

The self-sealing valve has come loose from the cap. There is no action required. The water quality has not been compromised. While the bottle is on the cooler it is still sealed within the probe mechanism. Do not lift the bottle until empty or the water will escape.

The protective sticker has been pushed inside the bottle. Remember to remove the sticker.

Water from the hot tap is not hot

Ensure the switch on the back of the cooler is turned on (switches only on selected coolers).

The water tastes funny / odd

Wait until the water has chilled/heated properly. If the cooler has been recently sanitised, there may be a difference in taste. This is not harmful – simply flush some water through the taps or wait a short while.

The cooler smells bad

Empty and clean the drip tray regularly to avoid odours.

The cooler is noisy

Some coolers will make a noise when heating or cooling. This is normal and will stop after a short while.