Boiler & Heating Issues
If you have a problem with your boiler or heating, Amey and VIVO engineers can help. Before you call, try these simple checks:
– Do you have the boiler manual? If not, you can find it online.
– Check the programmer is set to “on” or “constant.” Then turn the thermostat up until you hear a click.
– Try resetting the boiler.
– Bleed your radiators if they feel cold at the top.
– Check the boiler pressure is at the right level.
Extreme cold weather
In very cold weather, the pipe that carries steam from your boiler (the condensate pipe) can freeze. This blocks the pipe and can make your boiler stop working.
Your boiler may show an error code. Some common ones are:
Baxi: E133 or E28
Ideal: L2, LF or F2
Glow‑Worm: F28 or F29
Potterton: E133 or E28 (it may switch between E1 and E33)
Worcester Bosch: EA229 or D5
Vaillant: F28 or F29
Viessmann: F4
How to fix it
You may be able to unfreeze the pipe yourself, if it’s safe:
Find the frozen part
– Check the outside pipe. Feel along it—if one part feels much colder, that’s likely where it’s frozen.
Thaw the pipe
– Pour warm (not boiling) water over the pipe using a jug or kettle.
– Let boiled water cool for 15 minutes before using it.
– You can also hold a hot water bottle or heat pack on the frozen area.
Reset the boiler
Once the pipe has thawed, reset the boiler. If it still doesn’t work, please call us for help.
If you still have problems with your boiler or heating, please contact us and tell us what’s happening.
- Are both radiator valves turned on?
- If it has a thermostatic valve, is it turned up high?
- Is only part of the radiator warm (top or bottom)?
- Is the boiler working at all?
- If your boiler has a pilot light, is it lit?
- Is your hot water tank warm?
- Is the room thermostat turned up?
- Is the pressure gauge in the green zone?
- If the pressure is below 1 bar, have you tried re‑pressurising the boiler?
- Is the heating pump running (you’ll feel a slight vibration)?
- Is the boiler showing a fault code? What is it?
- Have you tried resetting the boiler?
Exceptional circumstances
Please tell us if anyone in your home is elderly, has a disability, or if there is a child under two. This helps us understand your situation when you contact us.
Safety Recall regarding the Heating Logic 2 gas combi & system boiler range
Ideal has issued a safety recall for some Logic 2 gas combi and system boilers. About 2,500 of these boilers are in Service Family homes.
You can still use your boiler, but Ideal says you should re‑pressurise it and register your details for an upgrade. Instructions are on their website: www.idealsupport.co.uk
Ideal has made a repair kit for the affected boilers. It will take 4–8 weeks to roll out, and about 30 minutes to install.
Ideal will contact families directly to arrange repairs under warranty. You don’t need to do anything, but if you have questions, you can call Ideal for free on 0808 175 9173.