If the boiler isn't receiving power:
If it’s getting power, check the boiler is fuelled - is your tank empty?
If you’re getting an error message you can look it up online to find out more and see what the next steps are.
You can also try turning the thermostat up. If you have one, use your immersion heater for hot water.
You'll be able to see if your boiler has lost pressure by checking the gauge on the front;
If the pressure is too low, you can easily re-pressurise; check your manual or search your make and model online to find a 'walkthrough' guide.
If your boiler is constantly losing pressure, check for leaks in the pipework or the boiler. You may need a Gas Safe engineer to come out for things like re-sealing or re-piping; always make sure you’re being safe.
If you have any problems or an engineer needs a helping hand, contact Passiv Support at support@passivuk.com or call on 0333 006 2934.
If your heat pump fails, there should be an alarm or alert to let you know. Don’t panic if this happens - there are a few simple things you can check;
Are there any error messages? If you’re getting an error message you can look it up online to find out more and see what the next steps are.
If you're still unsure, contact Passiv Support.
The most common low-pressure fault will show up as an E911 fault.
Here's how you can fix it:
Check the pressure of your heat pump – firstly have a look at the advice on how to check your boiler pressure (above).
Then check that the Wilo circulation pump (pictured) is set to Speed 3.
How to clean the magnetic filter;
If this doesn't work or if you want some more help, contact Passiv Support at support@passivuk.com or call on 0333 006 2934.
Thermostats are battery-powered, so check for a low battery alert on your app and replace the batteries if needed.
To change the batteries, undo the two screws at the base of the wall plate so you can remove the room thermostat sensor from the wall or back plate.
Replace with two AAA batteries (making sure they’re inserted the right way around). The thermostat sensor can then go back on the wall – make sure you tighten the screws back in securely.
If your Heating Control Switch (HCS) locks up, you’ll see the bottom light turn red. The easiest way to unlock is to turn it off, wait 15 - 20 seconds, and turn it back on again. This should unlock your HCS.
If your Passiv hub loses power this will stop the system from working; the hub is the control device that tells the heating/hot water to turn on and off. You’ll get an alert via the app if this happens.
If your Passiv hub loses power:
If the Passiv hub loses internet connectivity, your system will keep running with the schedule and temperatures already set in the system.
If your internet has gone down, check to see if other devices are connecting and if not check your router and contact your provider if this doesn’t work. If other devices are online but the hub is unreachable, check the TP-Links (if you’re connecting this way).
Don’t turn the hub off and on if you lose internet connectivity. This will cause the hub to lose your stored schedule (time + temperature etc) which stops it from demanding heat/hot water automatically.
If the hub loses connectivity you won't be able to use the app to make changes. You can still use the thermostat to increase/decrease the temperature in the home. Your hot water should continue to heat as per your schedule. Once your internet connection is up and running you should have full-feature support again.
If your internet appears to be working normally but your hub won’t connect, or you want some more help, contact Passiv Support at support@passivuk.com or call on 0333 006 2934.
Extension works to your home
Changes to your heating system
Selling or moving home
Please get in touch with Passiv Support and they will help you with any necessary steps you need to take in line with your contract.
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