Q "How much salt should I put into the softener ?"

A: There is no right or wrong amount of salt to put into the softener, the softener only requires salt for it's regeneration ( Cleaning process ) The cabinet has an overflow elbow, the salt level should not be above the height of the elbow, provided the softener has a quantity of salt available prior to it's regeneration it will be able to produce soft water. We suggest that initially the salt levels are checked on a regular basis until a pattern for topping up the salt develops. Most households will check salt at least once a month however salt usage is dictated by water usage and water hardness. We recommend the use of tablet or block salt.   

Q "How often do I need to set the machine to regenerate ?"

A: The frequency of regeneration is based upon water usage and water hardness. The harder your water the less softened water the machine can produce, the higher the water usage the more often the softener needs to regenerate. The setting is very much trial and error we suggest starting on a low setting and gradually increase, performing regular hardness tests to confirm the softener is able to produce soft water.

Q "What is the water hardness in my area ?"

A: If you purchased a hardness test kit  
Please click here to download the instructions

Water Hardness varies throughout the UK
London 320 ppm approximately 
Oxford 340 ppm 
Swindon 330 ppm 
Southampton  340 ppm
Colchester 320 ppm 
Cambridge 340 ppm
Norwich 400+
You can

If you require an additional test Kit click here

Q "why does the softener display ERR3 ?"

A: The softener is fitted with an optical sensor, this sends a signal to the control panel so the machine knows the exact location of the softener cam arm. Occasionally during transit the sensor can become dislodged and may require reconnection to the softener. The ERR3 message may also appear if dust or debris builds up on the sensor. To re-site the sensor please follow the steps in the trouble shoot guide at the end of the fitting instructions.

Click here for instructions

Q "Why am I not getting soft water ?"

A: Test the water hardness directly from the water softener to confirm the softener is producing soft water.

Q "I have checked this, and the water is soft from my softener but not in the taps or shower why ?"

A: If you have stored water in the property such as a header tank in the loft, subject to water usage it may take time for the new soft water to fully replace the hard water in the tank.
Check that the bypass valve on the plumbing connections is in the closed position.
Confirm that the taps that do not feel soft are being fed by the water softener.

Q  "I have tested the water and the softener is only providing hard water why?"

A: If the softener has only just been installed confirm that the hoses are fitted the correct way round, inlet is to the left when you view the machine from front to back.

If the plumbing connections are fitted with a bypass valve ensure that this is in the closed position.

If the softener was previously providing soft water, check the softener has a supply of salt, if the salt was empty top up and perform a manual regeneration after approximately 3 hrs.

Q "The softener had salt in can I try something else ?"

Check the settings on the softener, confirm that the regeneration frequency setting is correct for your area and water usage. Reduce the frequency setting and perform a manual regeneration.

If the time of day is incorrect, the property may have experienced a power failure that interrupted the regeneration, correct any settings that may have altered following the initial set up guide and perform a manual regeneration.

Q  "I have completed all the above steps and the softener is still not providing soft water can I try something else ?"

A : Perform a manual regeneration and confirm that water is removed from the brine tank (function C2 of the regeneration process) confirm water is also put back into the tank at the end of the regeneration.   

Q The Softener overflows or did not remove the water from the brine tank why was this ?

A : The softener requires a minimum of 1 bar water pressure to operate correctly confirm that your incoming water pressure is adequate for the softener to operate.

Check the Waste connection on the softener to ensure that the waste water has an unrestricted flow, although the waste can flow slightly up hill a low incoming water pressure can effect this process. Confirm the waste pipe has no kinks or blockages, check the connections on the air check valve, (the clear bowl to the right hand side of the softener with the black ball inside) any leaks (air or water) from the air check valve will effect the ability of the softener to draw up the brine solution. Remove the dust cover and check for signs of wear or debris effecting the cam arm and brass paddles. Disconnect the brine draw tube from the air check valve and remove from the brine cabinet. The bottom of the tube has a gauze filter, remove any debris that may be present. 
If you have had to alter or change any of the above please perform a manual regeneration.

 The softener removed the water from the tank but still overflowed what can I try ?

A: Complete all of the above checks. Also confirm that the waste is not connected to the overflow pipe and the overflow pipe has a separate outlet to the waste pipe. If the waste and overflow are connected the waste water may flow through the overflow pipe and into the brine tank. Check for any water leaks on the softener head including the connection to the resin tank, inlet and outlet valves and waste connections. If you have identified and fixed a problem with any of the above please perform a manual regeneration.

Q  I am going on holiday should I turn off the softener ?

A: If you are going away for a prolonged period of time we suggest that you isolate the water supply to the softener but leave the electrical connection on. Although the softener may go through the motions of a regeneration it is not detrimental for the machine to do so without water. We suggest performing a manual regeneration after you re-establish the water supply to the softener. Leaving the electrical connection live to the softener avoids the need to re programme the unit when you return.