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23 questions from our users

F Maher

F Maherasked

I have sent three emails to [email protected] and still no response after more than 40 days!! Any reason?
I thought that’s better to ask a question before leaving a bad review.

1 answer
Hydrotherm
De Wet R.Hydrotherm

Hi F Maher,

Please can you check your emails for a request for you contact details so we can follow this up for you. Sorry for the delay in getting back to you, I will follow up your request as soon as possible.

Kind Regards,
The Hydrotherm Team


Jon

Jonasked

Hi. We have a hydrotherm system but over the last few days the alarm keeps going off continually, creating complaints from our neighbours. The water still heats but the alarm will not stop.

1 answer
Jon A.
Jon A.

Hi,
Oddly enough just days after I posted my review I've had a problem with my Hydrotherm Volt unit. The alarm kept going off and annoying my neighbours. On the control panel (lower right hand of the screen) where the temperature normally is - you'll see a number A1 - A5. These are the Alarm Error Codes. Check which alarm error code you're getting and then call Hydrotherm and they'll be abel to advise on the best solution. I had an A5 last week and it was quite easy to reset the Low/High Pressure switch which has fixed that problem. However, I've since discovered there is a leak in the tank. I contacted Hydrotherm to activate the Warranty and while the contact staff have been fantastic the people looking after the Warranty have been less obliging. They demanded various photos, the original Credit Card receipt from 5 years ago, the original Solar Certificate and so on. Luckily I managed to find these documents but it appears the 15 years Warranty has so many exclusions I may have trouble getting it replaced or fixed under their service agreement. I'll keep you posted.


Ant

Antasked

My alarm went off last night so i pushed the on / off button once, has the system been off all day ? As my water is warm not hot

1 answer
Hydrotherm
De Wet R.Hydrotherm

Hi Ant,

I believe you might need to adjust a setting there. Please contact us directly on 1300 769 904 or [email protected] and we'll be able to assist you as soon as possible with any service needs.

Kind Regards,
The Hydrotherm Team


Zoe Byron

Zoe Byronasked

My Hydrotherm water temp is set to 60degrees> after it gets to about 50 degrees it makes a high pitched sound that is very annoying and has attracted neighbour complaints.

Model is R410X1000g. Purchased 15/11/12.

Causes? Solution?

No answers

Grant O

Grant Oasked

Is there an installer in Adelaide?

No answers

lew

lewasked

Hi, I had a Hydrotherm installed yesterday and the timer set so it would run through daylight hours as we have a large solar system as well as mains power. The timer turned off and the system had heated to 58 degrees. So switched it back to auto thinking the system would turn back on. It didn't so assumed it was waiting until water temperature dropped below 55 degrees. This morning the temperature dropped to 54 degrees so far and the unit still has not begun heating.
The panel shows it is on auto, the status shows as "warm" and temperature as 54 degrees. There are no alarms or anything that looks out of place. Sadly it is Saturday and I cannot ring the supplier until Monday. Any suggestions or does this seem ok?

3 answers
Kaoz
Kaoz

Hi lew, we have ours set to ECON MODE and set the timers so that she comes on at 12pm midday. That has been working well for us for the past 7 months. Perhaps try setting the unit to ECON MODE, and see if it comes on during whatever time you set your timer to. In my experience, now, during summer, the unit rarely takes longer than 1.5hrs to heat back to 60degrees, hence why we set the timer to 12:00pm-4pm so that we get the most out of our solar panels. I hope this helps.

Hydrotherm
De Wet R.Hydrotherm

Hi Lew,

Your system seems to be set to turn on only at 50 degrees C (which is normal). Having the system turn on at 55 degrees C is not necessary for the majority of households (2-6 people). This parameter can be changed to 55 degrees C but we wouldn't recommend it unless you're running out of hot water (and all other timers/settings have been checked first). Please let us know if you need anything else.

Kind Regards,
The Hydrotherm Team.

lew
lew

Yep, thanks guys, I worked my way through the panel and that is spot on, it is working like a dream, love it.


Daisy

Daisyasked

Can the Hydrothermal unit be plugged directly into an existing gpo 10 amp circuit or must it be connected through a junction box hard wired into the 10 amp circuit? Also can the junction input be plugged into gpo?

2 answers
Sarah
Sarah

Yes you can plug it into a standard 10amp. It has a very small amp draw.
Although will depend on the requirements of the state you live in.
Initially advised to use a junction box. Electrician decided against.
Would check with your state requirements

Hydrotherm
De Wet R.Hydrotherm

Hi Daisy

Thanks for your question. As mentioned above the Hydrotherm comes with a 3 point plug and can run off a standard GPO.
However individual states have requirements for the installation of electrical items with a motor, such as air conditioners, pool pumps and heat pumps.
Some states electrical standards require that all systems with motors be hardwired into an isolated switch so that future service mechanics can isolate the power to the system when servicing.

Installing a Hydrotherm using the plug will not effect warranties or after sales support, however it is important to check with your installing plumber/electrician regarding the individual requirements for your state or territory.

Regards

Simon Baird
Hydrotherm


Peter B

Peter Basked

Hi, looking at using a Hydrotherm system with an off grid battery power system 20kh/h storage. Has anyone done this and any feedback on the good bad and ugly?

No answers

Ashfaq

Ashfaqasked

Hello there,

Is this 'instant water heating system' (as soon as shower/tap is turned on, it turns on, and turns off with taps turned off)? Many thanks. Ashfaq

1 answer
Steve-gee
Steve-gee

Hi Ashfaq - no - heat pump water heaters are electric - so are completely different to instant hot water systems. If you Google the instant hot water systems, you will see that they use natural gas to instantly ignite and heat up the water. Cheers Steve


M. K.

M. K.asked

We are a 3 to 4 member family. How can we get Hydrothermal in Taylors Lakes and which unit would be best for us? Need to replace an Aquamax?

1 answer
Hydrotherm
De Wet R.Hydrotherm

Hi M.K.,

Please contact us directly on 1300 769 904 or [email protected] for pricing information.

We no longer do the smaller sized systems. The Dynamic system has a capacity of 275L and we recommend it for families of between 2-6 people.

Kind Regards,
The Hydrotherm Team.


Rachel

Rachelasked

why is the alarm going off and no lower water temp nor water level quantity showing on display?

1 answer
Hydrotherm
De Wet R.Hydrotherm

Hi Rachel,

Please call us on 1300 769 904 or email us at [email protected]

Kind Regards,
The Hydrotherm Team


Donna H

Donna Hasked

What is the cost?

2 answers
Marde03
Marde03

About $1400 plus plumbers costs to install which were around $800. Pretty good considering other altenatives. That includes delivery to your house. You need to organise your own plumber though so shop around for best quote. You wont be sorry. We love ours and it gives heaps of hot Water and I mean hot.

Hydrotherm
De Wet R.Hydrotherm

Hi Donna,

The cost of the system is dependent on which postcode you are in (for STC Zone values as well as delivery costs). Please use the following link to find the pricing for your area: https://www.hydrothermhotwatersystems.com.au/shop-front/

As far as installation costs go, there are a lot of factors which need to be considered. However we generally say between $700-$1,100 which includes the removal of the old tank as well as the electrician's fee. Please use the following link to find our Partner Plumbers in your area: https://www.hydrothermhotwatersystems.com.au/plumber-locator/?q=

If you do have any questions, please contact us on 1300 769 904 or at [email protected]

Kind Regards,
The Hydrotherm Team.


Elsik

Elsikasked

Can you please let me know if I can purchase this unit in London, is there any company who will install, and could you please give me the price of unit and estimated installation cost, I only need hot water unit and no central heating

1 answer
Hydrotherm
De Wet R.Hydrotherm

Hi Elsik,

Thanks for getting in touch. Unfortunately we are based in Australia and we don't operate in London at this stage.

Kind Regards,
The Hydrotherm Team.


Jeff and Alison

Jeff and Alisonasked

Hi-we've just had a hydrothermal installed at our house. The plumber who installed it said that we would need to change our tariff from Tariff 33 to Tariff 11 to get the benefits of reduced hot water costs. Is this correct?
Alison

1 answer
Hydrotherm
De Wet R.Hydrotherm

Hi Alison & Jeff,

Choosing the correct Tariff will depend on your unique circumstances. The most common situation that it would be beneficial to switch from Tariff 11 to Tariff 33 would be if you have a Solar PV system at your home and you wish to run you Hydrotherm during hours when your solar is likely to be producing energy. The reason it’s necessary to change the system from Tariff 33 to Tariff 11 is that only Tariff 11 power consumption is netted against your solar production. You would also need to set the inbuilt timers on the system to run between 10:00am- 4:00pm, when solar production is at its highest.

If the system remains on Tariff 33 then you will always be running the Hydrotherm at a current rate of $0.23/kWh while the rate for Tariff 11 is $0.28/kWh. However the advantage having the system on Tariff 11 is that rather then selling back energy to your provider at a low rate of $0.06 - $0.08, you can utilise the energy being produced and therefore offset the cost of purchasing energy from the grid (when the timers aren’t running). Effectively running the Hydrotherm off your Solar PV would result in a net saving of approximately $0.16 per kWh (compared to having the system run on Tariff 33). For an average home using approximately 2–3kW a day this can result in additional savings of approximately $200 or more per year.

However it’s important to be aware you don’t want to do this if your Solar PV System was connected prior to 10 July 2012 as you would most likely be on an older 44c Feed-in. Here a link to one of our blogs that discuss this scenario. https://www.hydrothermhotwatersystems.com.au/blogs-categories/savings/when-shouldnt-you-be-using-the-energy-from-your-solar-panels/

If Solar PV is not a factor in your decision-making, then you can leave your system connected to Tariff 33. However we still encourage the use of timers so the system heats during the day at times of highest efficiency.

Here is an example of the two different Tariffs using an estimated power consumption of 2.5kW per day or 900kW per year for a typical home:

Tariff 11 – 900kW per annum x $0.28 = $252.00 per annum
Tariff 33 – 900kW per annum x $0.23 = $207.00 per annum

So a typical home using 2.5 kW a day to run their Hydrotherm, the difference between Tariff 33 or Tariff 11 would be approximately $50 per year.

If you have any further questions please feel free to call us directly on 1300 769 904 and we will be happy to discuss further.

Best Regards,
The Hydrotherm Team


Dan

Danasked

I just installed rnd 3 mnth ago (plum er by trade)and today after work i had no hot water any more. it stoped warking .no signal of any power . Need someone to help me out
I am in Carindale qld. Regards

2 answers
Jon
Jon

Hi dan
Is the cb tripped in switchboard? If not. I suggest log a warranty call with hydrotherm and from what i experienced they should be able to help pretty quick. Also message them through face book if you have it.

Jon

Simon B
Simon B

Hi Dan

If you are on an off-peak power meter check to see if the tariff has been turned back on. It happens frequently that the ripple signal is not sent and power not turned on.

Otherwise call 1300 769 904 or 0401 545 412
For technical help


Tim S

Tim Sasked

I live in Ballarat area of country Victoria and am looking to replace an existing old gas HWS. We are Region 4 and the temperature can get down to below zero some mornings. How effective would the heat pump be and can it be supported in Victoria.
Thanks
Tim

3 answers
Renee
Renee

Hi Tim, I asked the same question recently as we are looking to move to a colder part of Australia. The hydrotherm bloke I spoke with indicated that they still work in colder areas, I think minus 5 was the limit (although I'd recommend calling them to check), but the efficiency would be less than in a warmer climate. Based on the savings we currently see in our hot water bills, I think a hydrotherm would still be better than a conventional heater in terms of efficiency, but I'd definitely recommend you call them and have a chat about it.

Hydrotherm
De Wet R.Hydrotherm

Hi Tim,

Renee is correct, our system is rated to minus 5 degrees and all heat pumps do work more efficiently the hotter the ambient air temperature. What we'd recommend in your case Tim is that the system be set on timers to run only during the warmest part of the day, therefore running at it's most efficient and not during the cold parts of the day. We wouldn't be able to give a proper estimate to how much your hot water power bills would be reduced without knowing a lot more about your current system, but we would image it would be significant.

If you have anymore questions we'd be happy to have a chat, our number is 1300 769 904 or you can contact us at [email protected] .

Best Regards,
The Hydrotherm Team.

Tim S
Tim S

Thanks Renee and team, I think that the heat pump solution would be the best answer for us and the advice about a timer seems to be borne out from other comments (maybe you should make it a built in option - after all its just a bit more programming and buttons!). My recollection in my past is that Hydrotherm were one of the original makers of wall mounted boiling water units: is that the case?

Thanks
Tim


Shantelle

Shantelleasked

How much Warranty anf how long is the unit expected to last

1 answer
Hydrotherm
De Wet R.Hydrotherm

Hi Shantelle,

Our systems have a 15 year pro-rata warranty on the tank, 5 year warranty on all parts (including the Panasonic compressor) and 2 years labour charges are covered. The expected life span of the systems are between 10-15 years. Please contact us on 1300 769 904 or at [email protected] for more information.

Best Regards.


Maggie

Maggieasked

Our Hydrotherm was installed about 3-4 yrs ago, the problem I have is the is the alarm goes off regularly what would cause this? Margaret

2 answers
Greg
Greg

Hi Maggie

Sorry I'm not a technician, just a residential user. I would suggest contacting Hydrotherm on PH: 1300 769 904. Best of luck.

Regards,
Greg

Hydrotherm
De Wet R.Hydrotherm

Hi Maggie,
The most likely cause would be an A5 Alarm. It's caused by an oversensitive pressure switch. To fix the alarm, please visit https://www.hydrothermhotwatersystems.com.au/wp-content/uploads/2017/05/Hydrotherm-A5-alarm-fix.pdf . Otherwise as Greg said, you can call us at 1300 769 904 and we'd be happy to fix it over the phone with you in minutes.
Best Regards,
The Hydrotherm Team


Dan

Danasked

Hi there do these units need servicing! also can you tell me how many timers are on the hydrotherm? thank you

Regards

Dan

4 answers
Greg
Greg

Hi Dan

I wasn't told anything about servicing; as far as I know once it's set up you leave it alone. It doesn't need periodic filling of the tank (which acts as a conductor to the inside copper tubing) that my Saxon system used to require.

I'm not really the person to ask regarding it's timers and other functions. It has an LED digital clock display and you can set the water temperature within certain parameters (generally recommended to leave it at 60 degrees). I know it has a timer but I haven't bothered reading about or using it. As with the previous system, its connected to an off-peak electricity tariff rate. As long as it works I'm not the sort of person's who's interested in fiddling with it.

Regards,
Greg

Renee
Renee

Hi Dan - my hydrotherm has recently had a 12 month service - which is complimentary! I received a comprehensive service report indicating which elements were checked and confirming no additional action was required - fantastic service in my opinion! In terms of timers, I think there are 4, from memory. I know that I have mine on a timer for morning and afternoon, but it also has another two timers that I don't use.

Shona C
Shona C

Hello Dan - My answer same as Greg's. I haven't touched it. I know there is a timer but because I am on continuous supply, I don't use it.


Brian

Brianasked

I'm looking for a heat pump for a pool - is this an option for this? - Is it possible to get a heat pump that can heat a pool and be used occassionally for a nearby shower

2 answers
Bernien
Bernien

Not sure. Suggest you make direct contact with Hydrotherm . Gook luck on your quest.

Hydrotherm
De Wet R.Hydrotherm

Hi Brian, no sorry we do not currently do pool pumps. Also unfortunately you wouldn't actually be able to have a heat pump that could heat the potable water for the shower and also the pool water because it's not possible to have two separate lines in the one system. Please let us know if you have any other questions. Regards, the Hydrotherm Team.


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