Troubleshooting

Water Softeners are generally exceptionally reliable but like any piece of equipment there is potential for faults to occur.

It is often the case that faults with softeners, especially if they have recently been installed, are due to either the installation or local conditions.   

Whilst all water softeners we supply come with a warranty it is important to know that if we have to organise a manufactures service engineer to attend and if the fault is not with the actual unit then you may well be liable for the charges for the call and any required labour and parts to make the unit serviceable again.

So, we want you to be very happy with your Water softener so here are some things not covered by the warranty that you need to check before you call us.

• Inlet/outlet connections reversed – happens very frequently and the softener appears like it is working but you do not get the quality of soft water you expect. Occasionally can result in internal softener damage. 

• Excessive Water Pressure – this causes the softeners to overfill with water and can cause leakage and internal damage. The installation instructions stipulate the maximum working pressures and it is vital that the installer tests this prior to installation. Remember that the water pressure varies and can easily be 50% higher at night than during the daytime. If you think this may be an issue then contact your installer or speak to your water supplier to try and obtain a water pressure value for your postcode.
  
  
•  Bypass valve left open – this service valve should always be closed and if left open then will result in hard water and low salt usage. Check installation instructions on how to locate the bypass valve.

 
Problems with softeners that have been in service for some time:

• Water Borne Debris – this is often the case where major building/plumbing works have taken place either on your own property or locally, especially on the incoming supply or where utility companies have been digging up the roads. This causes debris to be flushed through the pipes and fouls the softener and blocks the internal waterways. 

• Resin Contamination/ Breakdown – more common in softeners that are 7+ years old and is usually caused by chlorine attack or iron fouling of the resin inside the softener. This results in poor flow and a reduction in soft water quality. 

• Salt not in contact with water – remove and agitate the salt within the unit and add a litre of warm water to dissolve any hardened salt. Ensure the not is overfilled with salt.

 Installation instructions are on the individual water softener product pages on this web site.

 If you think your unit still has a fault then please complete the contact us form at the bottom of the home page. 

 Either ourselves or the relevant manufacturers service department will then aim to be in touch within 2 working days.