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39 questions from our users
Vonasked
Our heater is set at 21 it doesn’t turn off when the current temperature is 24, it should shouldn’t it?
2 answers
absolutely should.
Ask for return & full refund to your dealer
Rinnai A.Rinnai
Hi Von,
Thanks for the question, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3).
Thanks,
Rinnai Australia
Jenasked
Have just purchased a rinnai ultima 11. We can change the temperature setting however the heater just keeps pushing out hot air.
We have dropped to 16 degrees but it doesnt slow down even though the room temperature is showing as 20.
This unit hasnt worked correctly since we got it installed 5 days ago
3 answers
Good luck with Rinnai getting them to admit there is something wrong with it. Keep trying- ring them every couple of days
Is the unit set
On the following
MODE
GAS ECON
AUTO OFF
Thats the correct setting for you then to choose the temperature
When no one home during the day I set at 17 o keep the chill off the house and bump up to 20 when we home.
Works like a dream now! after five years of hell!
Rinnai A.Rinnai
Thanks for the question Jen, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3).
Thanks,
Rinnai Australia
ray m.asked
heater cuts out, red light flashes all the time,restart the heater and goes for 5 mins then stops again code 12.been doing this every year for the last 5 years. we get it serviced but doesnt take long to play up again.should we just buy another heater.
2 answers
We are not having this problem- ours just doesn’t heat up. Running flat out but no warmth
Rinnai A.Rinnai
Thanks for the question ray m, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3).
Thanks,
Rinnai Australia
Darylasked
Error 12 constantly, has been cleaned and serviced only 6 months ago, so over this.
5 answers
Contact Rinnai, see my original post.
As it has a contact number ask for assistance
We had five years of it!
So far ‘touch wood’ this is the longest time our heater has worked,
since the new kit has been fitted.
Can I ask what you mean by kit?
Replacement parts which Rinnai classified as a kit.
David Pasked
Our new Rinnai Ultima II, installed in April 2022, does not reach the set point temperature. We can set it to max (30), yet the current temperature may only reach between 16 to 21 all day, usually 16. The hot air issuing from the lower grill reaches about six inches into the room, beyond that distance the air is cold. We sit on the couch in front of the heater freezing this winter. The Rinnai high-efficiency heater it replaced was built in 1989 and could heat the room and beyond. The Rinnai-recommended installer said our Ultima II would do likewise. Not so! There is no fault code displaying. There is much gas burning away in front of our cold eyes!! What could be wrong? Nothing has changed in the set-up of the house or room.
Regards David
1 answer
Rinnai A.Rinnai
Thanks for the question David P, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3).
Thanks,
Rinnai Australia
Matt M.asked
Hi, later after work I put the heat on and noticed a little crack, so I started looking for replacement and then the lot cracked.
How much for glass and should this happen?
1 answer
Rinnai A.Rinnai
Thanks for the question Matt M, you can purchase these from any Rinnai Stockist, please refer to the below link to locate your nearest store:
https://www.rinnai.com.au/store-locator/
Thanks,
Rinnai Australia
lunatic2017asked
How does one clean the filter
...the manual fails to explain this.. Does one need to clean the thermostat? I am having code 12 issues with the heater shutting down and it won't come back on after each shut down for a few hours.. Help it's winter here
1 answer
Rinnai A.Rinnai
Thank you for the question lunatic2017,
We recommend using a paintbrush and vacuum to clean the air intake at the bottom of front panel of the heater. Prior to doing so, please ensure the heater is turned off. The thermostat does not require cleaning.
Should you require further assistance we would suggest booking a service call. Please refer to our website with the following link https://www.rinnai.com.au/support-resources/online-service-booking
Thanks,
Rinnai Australia
Mumasked
Our Ultima 11 model REH-311FT(c) console is cutting out after about 20 minutes how do we correct this. It brings up No 90 on the control panel and the red light flashes how do we fix this
Fotini G.asked
Hello, We've had an Ultima II for 6 years, and now has an Error 61 (combustion fan). After multiple attempts to get service from Rinnai support line, we gave up and contacted an independent service agent which advised the fan must be replaced (without any diagnostics or troubleshooting). Seeing as this unit is only 6 years old, the amount quoted to replace the combustion fan was almost as much as a new unit.
Question 1: What (if any) is the warranty on a repaired unit?
Question 2: At almost 75% the cost of a new unit (+installation), is a repair even worth it?
Question 3: Being Rinnai's "High-End" unit, what should a "reasonable person" expect of a ~$3000 heater?
1 answer
Rinnai A.Rinnai
Thanks for the question Fotini G. Error 61 can indicate a fault with the combustion fan however without inspecting the unit it is not possible to confirm this. Has the unit been regularly serviced as a build up within the unit can also cause the fan to fault.
As a manufacturer, we do not set a retail price for parts and always recommend checking pricing with a couple of different sources as there can be a difference between agents.
Gypsyasked
How can I take from off heater to clean inside glass on front etc
2 answers
Hi Gypsy,
Unfortunately I can not assist, with your enquiry as we called out the gas company each time for our error, as our unit was under warranty .
Call a gas plumber to assist would be my call.
Rinnai A.Rinnai
Thanks for the question Gypsy, we would not recommend removing this glass unless this is performed by a licensed gas plumber.
Jacobasked
I have error code 12, apart from service call, what can I do myself to fix this?
1 answer
Contact Rinnai, we have had continuous problems with our unit from the moment it was installed.
It never worked two weekend after installation the first call out it was stated, the unit was incorrectly fitted. We recalled our gas fitter to address - well that was crap, the installation was correct as was the flue.
Numerous call outs later everything was blamed from burning candles, starch spray when ironing, dust ( road was being repaired) clothes airing, paint (painted the living area) pets, dust, area not suitable for heater!! The unit requires to be serviced up to three time a year! What a load of crap- it’s not a car - I could agree with every 12 months, had the unit worked at all over each winter.
All Rinnai Ultima II have the same problems and replacement kit is required to solve the problem is the intro I have been informed hence
Five years later we have finally received this replacement kit. Don’t get me wrong, we are super relieved, pleased that it’s finally been addressed by Rinnai, but we have suffered financially and it’s been extremely stressful process ( five years is a bloody long time)
We now are certainly pinning all our hopes that the unit will finally work for an entire winter without going into this error. The kit was replaced on Friday 10th May 2020.
Good luck with your unit and hope you have more success than us.
Robasked
Hello, Is it worth buying this heater or not. I have read nothing but bad reviews on this thing. It ticks all my boxes (looks good, heats large area when working, reasonably cheap). Have they made any changes that make it more reliable? Cheers Rob
6 answers
Don’t waste your money
Rinnai A.Rinnai
Thanks for the question Rob, there were issues with some of the Ultima II heaters however there is now an upgrade available that resolves the issue.
We bought Rinnai Ultima 11 in April 2017 and all going well mostly but we have had code 12 issues every day recently. The gas flow conks out every few hours and heater stops working. We have to wait a few hours after that before it can turn on again... What is wrong? Why wS it sold at all if this issue is and was as common as it appears to be.. It was a faulty appliance that Rinnai was selling!!
Salandburyasked
I have error 90 also, turns on fine, then off by its self after about 1min. Very frustrating. We’ve had a plumber come and check for blocked flu and carbon monoxide etc, they can’t find anything wrong. Please help
1 answer
Rinnai A.Rinnai
Thanks for the question Salandbury, the heater will always try to self diagnose when there is an issue and error 90 generally means there is a blockage somewhere in the flue. If the plumber has checked this we would recommend booking a service call on 1300 555 545 option 2 or booking via the Rinnai Australia website:
https://www.rinnai.com.au/support-resources/online-service-booking/
Thanks Rinnai Australia
Amina S.asked
do we need a fireplace or hearth to instal the rinnai ultima 2 gas heater
1 answer
Rinnai A.Rinnai
Thank you for the question Amina.S. The Ultima II inbuilt model requires a fireplace, the Ultima II console can be fitted to an external wall with flue kit. Please contact our Technical help desk on 1300 555 545 option 3 if you require further assistance.
Thanks,
Rinnai Australia
Franasked
Where is the thermostat on this heater Rinnia ultima 11?
1 answer
The thermostat is on the heater,which you wouldn't think would be ideal but it seems to work fine.
leepasked
Hi, we have a Rinnai REH-301FTB which has been cutting out intermittently - anything from 5 mins through to 30/60 mins operation. It’s not on the auto setting or the timer.
This issue has only been happening over the last 3 days whereas previously we’ve had no issues.
Gas flow (from 45kg bottles) is fine to the stove (which continues to work during the time the heater cuts out).
Appreciate any ideas to overcome the issue.
Thanks
1 answer
Rinnai A.Rinnai
Thanks for the question leep, there can be a number of reasons for the heater to cut out. Was an error code displayed and has the heater been serviced recently? We have a free technical help desk that might be able help troubleshoot and offer some advice.
Franasked
Heater set on gas econ auto off keeps turning from red light to green . And auto flashing Is this normal?
1 answer
Yes, that is normal for this model. I set mine on gas econ auto off to a couple of degrees higher than what it says the current temp is, eg, first thing in the morning, I boost it from L (which is where I leave it overnight and the temp this morning was 14 on the current temp in the room, we live in a very cold climate, minus 4.2 this morning) to say 18 or 19 and then the current temp starts to rise and will cut out when it reaches the 18 or 19, which is what I will need, as we are going for a max of 9 degrees today and unless I need to make it any warmer, then it will cut in and out during the day from green to red light - I don't normally need to touch it again until I drop it back to L overnight. Hope this helps, it takes a bit longer to get used to than the last model that I had.
Angelaasked
My heater swithes off show nomb 90. Any ideas?
2 answers
Rinnai A.Rinnai
Thanks for the question Angela, error code 90 indicates a possible blockage in the flue and will require a service call to be booked.
Thanks still waiting for service 18/07 thats too long to wait
Nickyasked
Hi is there any way to lift front glass off for cleaning dust that accumulates inside and in filters? Rinnai Ultima 11 REH-311FT (C)
1 answer
Rinnai A.Rinnai
Thanks for the question Nicky, we do not recommend removal of the front glass other than a licensed plumber. Regular servicing can ensure there is no accumulation of dust
Clint Basked
How many porcelain candles in 301 model?
1 answer
Rinnai A.Rinnai
Thanks for the question Clint B, the original Ultima heater had 6 candles.
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