LEADING THE WAY IN
CUSTOMER SERVICE

HOME > FAQs

YOUR QUESTIONS ANSWERED.

Our aim is to answer any questions quickly so feel free to call 0800 680 0100.

However, we’ve also compiled some answers to our frequently asked questions, so you can get the help you need at the click of a button.

Q: How do I buy an ATAG boiler?

To help keep UK homes safe, we only supply our products to selected Gas Safe Registered installers. You cannot buy our products from ATAG or from merchants. To find a local ATAG Selected installer, please use our ‘Find an ATAG Selected Partner’ tool here.

Q: How much is an ATAG boiler?

Every home and its needs are different. Our ATAG Selected Partners will help you decide which ATAG system will be most efficient for you and then provide a competitive, tailored quote accordingly. To find a local ATAG Selected Partner, please use our ‘Find an ATAG Selected Partner’ tool here.

New ‘Boiler Plus’  regulation effective April 2018

From 6th April 2018, homeowners are required to comply with Part L of the Building Regulations – commonly known as ‘Boiler Plus’ when they have a new boiler installed. The regulation introduces new energy efficiency standards for domestic heating, and applies to all households in England.

  1. All new gas boilers installed within a domestic property in England must have an ErP energy efficiency of at least 92%.
  2. All new gas boiler installations must include both time and temperature controls.
  3. Every new gas combination boiler must be installed with at least one additional energy efficiency measure from the following:
    • A passive flue gas heat recovery device
    • A smart control with automation and optimisation functions
    • Load compensation
    • Weather compensation

ATAG is proud to support the energy efficiency mission. We pride ourselves on providing homeowners with the most efficient domestic boiler solution available. For more information, download our Boiler Plus info sheet here.

The Department for Business, Energy & Industrial Stategy (BEIS) has also issued ‘Boiler Plus’ FAQs, which you can download here .

This regulation does not apply to new build properties.

Error code 118 could mean that the system pressure is too low and you may see that the system pressure gauge indicates that the pressure in the system is below the 1 bar pressure.

The pressure within the system can be seen in two ways. There is an analogue gauge, which can be found under the bottom left hand side of the boiler or you can find a digital reading from the digital display of the control panel. The digital display can be seen by pressing the Eco button for 6 seconds and then scroll through (tap + plus button) to ‘A6’ which will display the water pressure.

The system pressure should be set around 1.0 – 1.2 bar when the water is cold.

When the system is working and the water is heated up within the system, water expands due to heat and you may see the pressure rise up to around 1.8 – 2.4bar when hot. This is normal as water system pressure increases due to heat.

So we are looking for the system pressure to be set around 1.0 – 1.2 bar when the water is cold.

Turn off any clocks and room thermostat for heating or hot water controls.

On the iC and iC Economiser Plus models, to re-pressurise the system you will need to find the filling loop (copper ‘U’ shaped tube with two nuts at each end). On the underside of the boiler there is a filling loop position where this copper ‘U’ shaped tube will connect between the small blue and black isolation valve connection. If not in position, remove the caps and install as shown and tighten up the nuts hand tight.

The taps should be opened a quarter of a turn and the water will start to refill the system (water should be heard filling the system). You should see the pressure gauge rise back up between 1 bar and 1.2 bar pressure and then stop filling. The error code 118 will stop and the boiler will now operate. If the error code 118 is still active, fill up the system a little more but not over 1.5bar.

The display should now show ‘OK’, which means the pressure level is correct and the boiler is ready to operate.

(If you do fill the system too much and the pressure gauge is too high, just bleed water from a radiator until the pressure on the gauge goes down to below 1.2 bar).

Q: Where can I download the ONE controller app?
You can download the app for an Apple devices and Android devices via:

https://itunes.apple.com/gb/app/atag-one/id929707260?mt=8
https://play.google.com/store/apps/details?id=io.cordova.AtagUser&hl=en_GB

Q: My system comes on during the night or in cold weather when not asked for (System has a 7 day digital wireless room stat or 24 hour mechanical wireless room stat)?
Check the minimum room temperature setting; this should be a low temperature setting e.g. 8 °C to 12 °C. If the minimum setting is too high e.g. 18 °C, then when the room temperature falls below 18 °C during an off period, the wireless room stat will alert the boiler and heat the house up to 18 °C even if no heat is required.

Q: What do I do if the boiler has a fault code 118?
Error code 118 could mean that the system pressure is too low and you may see that the system pressure gauge indicates that the pressure is below 1 bar.

The pressure within the system can be seen in two ways. There is an analogue gauge, which can be found under the bottom left hand side of the boiler or you can find a digital reading from the digital display of the control panel. The digital display can be seen by pressing the Eco button for 6 seconds and then scroll through (tap + plus button) to ‘A6’ which will display the water pressure.

The system pressure should be set around 1.0 – 1.2 bar when the water is cold.

When the system is working and the water is heated up within the system, since water expands due to heat and you may see the pressure rise up to around 1.8 – 2.4bar. This is normal as water system pressure increases due to heat.

So we are looking for the system pressure to be set around 1.0 – 1.2 bar when the water is cold.

Turn off any clocks and room thermostat for heating or hot water controls.

On the iC and iC Economiser Plus models, to re-pressurise the system you will need to find the filling loop (copper ‘U’ shaped tube with two nuts at each end). On the underside of the boiler there is a filling loop position where this copper ‘U’ shaped tube will connect between the small blue and black isolation valve connection. If not in position, remove the caps and install as shown and tighten up the nuts hand tight.

The taps should be opened a quarter of a turn and the water will start to refill the system (water should be heard filling the system). You should see the pressure gauge rise back up between 1 bar and 1.2 bar pressure and then stop filling. The error code 118 will stop and the boiler will now operate. If the error code 118 is still active, fill up the system a little more but not over 1.5bar.

The display should now show ‘OK’, which means the pressure level is correct and the boiler is ready to operate.

(If you do fill the system too much and the pressure gauge is too high, just bleed water from a radiator until the pressure on the gauge goes down to below 1.2 bar).

Q: How do I register my warranty?
Click here to register your warranty.

Q: I have a question regarding my new boiler, who do I contact?
You can contact us on 0800 254 5065 (Mon-Fri 08.30-17.30) or you can contact the ATAG Selected installer who installed your boiler directly.

Q: How do I find out which ATAG boiler is right for my home?
You can use our simple tool here to find the perfect ATAG heating solution for your home. Also, you can locate an ATAG selected installer in your local area here. They will able to provide you more information and a quote.

Q: What heating system do I have in my home?
Click here to find all you need to know about which heating system you currently have in your home.

Q: How can I achieve A+ ErP rating and make savings on my fuel bills?
ATAG can offer an A+ rating for you when you pair a boiler through our Economiser range with our ONE controller. This combination allows you to have super-efficient heating solution where you could save a further 12% on your gas bills. The ONE controller gives you the complete control on your heating needs, even when you are outside the home through our ONE controller app for Apple and Android devices.

Q: What is the ErP Directive?
ErP stands for ‘Energy related Products’ and is a mandatory piece of legislation created to help achieve targets set for energy consumption, with the goal being to reduce consumption by 20% and increase the share of renewable energies by 20% by 2020.

Q: Who is responsible for ErP?
The regulation is set up by the European Union.

Q: What is the ErP designed to do?
The new directive is designed to help inform homeowners about the efficiency of the heating and hot water products they are buying by displaying a simple energy label that categorises the product according to its efficiency.

Q: How will the ErP compliance be enforced and regulated?
The National Measurements & Office (NMO) will be responsible for ensuring compliance. The ErP requirements are also likely to be included in Part L of the Building Regulations.

Q: Which products are affected?
Space and water heating products will be required to have an energy label, already familiar on other white goods, such as A+++ rated dishwashers and washing machines. Low-rated water heating products (such as those which might have been rated in bands F or G) will not be permitted after the 26th September 2016.

Q: Can a merchant sell unlabelled heating products after 26th September 2016 if they bought the products before that date?
It is not an offence for a merchant to sell a product without an ErP label after the 26th September 2016, as long as that item was in stock prior to that date.

Q: How will it affect installer businesses?
Installers will be responsible for providing the energy labelling for a complete heating system eg if a heating engineer installs an ATAG iC28 combination boiler alongside the ONE controller, the installer will have to calculate the overall system efficiency – which in this case would be 98% or A+ rated.  To calculate the overall efficiency of the heating system, you must record each product on a document known as a product fiche.

Q: What is a product fiche?
A product fiche is a table of technical information that a manufacturer, such as ATAG Heating Technology, is required to provide for each individual product.

Q: How is ATAG helping installers with the new ErP Directive?
ATAG is on hand to help their network of installers with any questions relating to the ErP Directive. This includes setting up a helpline, on 0800 254 5065 and an ErP calculator, which is available from the approved ATAG installer portal.bout d

Symbols

Symbol Explanation
Visible when DHW program is active. Flashing when there is a heat demand for DHW (iC Range only)
Visible when heating program is active. Flashing when there is a heat demain for heating
Visible when boiler is active for heating or DHW
Visible when DHW comfort function is not active
Error indication (accompanied with a code)
Service-mode or blocking
Visible when pump is set to continuously. Flashing when frost program is active (iC & iS Range only)

Errors

Symbol Explanation
Blocking Code with spanner symbol
Error is temporary and will clear itself or will lock the boiler after several attempts (error)
Error Code with bell symbol
Boiler is locked and can only be remedied by a reset and/or intervention by a service technician

Error Codes

Code number Explanation
10 Outside sensor
20 Flow sensor
40 Return sensor
50 DHW sensor (iC range only)
61 Bus communication
78 Water pressure out of range
105 Venting program active when power turned on or interrupted (runs approx. 7mins)
110 Safety temperature exceeded
111 Maximum pressure exceeded
117 Pressure too high (greater than 3 bar) or pump pressure increase too high (iC and iS range only)
118 Pressure too low (less than 1 bar) or pump pressure increase too low – no pump detection (iC and iS range only)
119 Link on X2 position 4 and 5 missing
129 Fan error (fan does not start up)
133 No flame after 5 ignition attempts
151 Fan error (speed control is not achieved or is out of range) or control unit defective
154 Flow temperature increases to fast (return greater than flow)

How to deal with code 118 - low water pressure

During winters the UK has experienced prolonged spells of extremely cold weather – down to minus 15oC in some areas. This resulted in a significant increase in the number of calls to boiler manufacturers and heating installers from householders with condensing (high efficiency) boilers where the condensate drainage pipe had frozen and become blocked with ice, causing boiler shutdown. In the vast majority of cases, problems occurred where the condensate drainage pipe was located externally for some part of its length.

Due to the cold weather our ATAG boilers can show a fault code 133 (No flame after 5 attempts) due to the condensate pipe freezing, as a result of the condensate not being able to run away from the boiler and the boiler to eventually come up with a fault code 133 due to that fact.

The condensate pipe can be thawed by applying a hot water bottle, a microwaveable heating pack (the sort used for muscular aches and pains) or cloths soaked in warm water to the exterior of the pipe, close to the likely point of blockage. Warm water can also be poured onto the pipe from a watering can or similar container. Do not use boiling water.Note: You should not attempt to thaw a condensate drain pipe if you cannot easily reach it from ground level. Be aware that any water used can quickly freeze if it falls onto pathways – causing a possible slip hazard.

In most cases, once the condensate drain pipe is cleared and a reset has been carried out, the boiler will re-ignite using its automatic operating sequence.

The Heating and Hotwater Industry Council (HHIC) have also published guidance for householders on frozen condensate drainage pipes.