Victoria
New South Wales
South Australia
QueenslandHeat Pump Hot Water
Ecovantage has installed thousands of heat pumps in homes all across Australia. While we no longer directly sell these products, we still offer support to our customers.
If you are looking for troubleshooting and warranty information for a heat pump you purchased from Ecovantage, please scroll down.
Unsure of who you purchased the system from?
Check on your original tax invoice.
Troubleshooting Your Heat Pump's Valves & Parts.
Click on a numbered part to learn more about what the parts is, what it does, how long it's guaranteed for, and any troubleshooting tips.
This example is based on a common all-in-one unit, but the parts and layout will be similar across most heat pumps, including those with a separate compressor.
Shower Hot Water
Heat pump hot water ends up at the shower head/s in your home.
Troubleshooting: If you're finding the water temperature has dropped, or you're only getting cold water from the shower head, please see our troubleshooting tips.
Heat Pump Condenser
The condenser helps turn ambient air into energy to heat the water. All-in-one heat pumps have the condenser attached (as pictured) while other heat pumps have a separate condenser attached with pipes (see example), similar to a split system air conditioner compressor which sits outside.
Warranty: This part generally has a 2-5 year warranty, depending on brand and model. Please refer to the warranty table below for more information on your particular unit.
Troubleshooting: If there has been a recent power outage or fault the compressor may not be powering back on. Please see our troubleshooting tips for more information.
Heat Pump Tank
The heat pump tank heats and stores water ready for use.
Warranty: This part generally has a 5-7 year warranty, depending on brand and model. Please refer to the warranty table below for more information on your particular unit.
Troubleshooting: Please see our troubleshooting tips if you think the tank may be leaking or not heating water.
Hot Water Inlet
Cold Water Inlet
Cold water enters the tank ready for heating.
Drain
Condensation from the condensate line, and water from the TPR should be directed to a suitable drain.
Condensate Drain Line
The condensate drain removes condensation (moisture in the form of water) produced by the heat pump and into the drain. You will find a similar condensate line on air conditioner compressor units.
On hot days you may find 3-4 litres of water are coming out of this line per hour.
Cold Water Inlet
Fresh water from the mains is connected to the system, ready to be heated.
Duo Valve (Non-Return Isolating Valve)
The duo value (non-return isolating valve) has two functions:
- It shuts off the water supply to your hot water system.
- It has an in-built non-return valve to stop hot water from your tank backflowing into the cold-water line, which will happen as the pressure inside your storage tank increases above the mains cold water pressure during the heating cycle due to expansion.
Warranty: This part generally has a 1-2 year warranty, depending on brand and model.
Pressure Limiting Valve (PLV)
A pressure limiting (or reduction) valve (PLV), reduces the water pressure on the outlet side of the valve to a preset pressure. They are not always needed but will be installed on the cold water inlet side of your hot water system if you have high water pressure (over 500kpa) to your home, or if your hot water system has a lower pressure rated temperature pressure relief valve.
Warranty: This part generally has a 1-2 year warranty, depending on brand and model.
Temperature Pressure Relief (TPR) Valves
The temperature pressure relief (TPR/PTR) valve helps regulate the tank's pressure. Heat causes expansion of water which increases pressure and a TPR valve is designed to open and purge water from the hot water storage tank to reduce the internal water pressure of the tank.
Warranty: This part generally has a 1-2 year warranty, depending on brand and model used. Please refer to the warranty table below for more information on your particular unit.
Troubleshooting: Hot water will come out of the pipe connected to the valve when pressure needs to be released from the tank. This valve can sometimes be used (with caution) to test the water temperature - please see our troubleshooting tips to learn more.
Tempering Valve
Water in a storage hot water tank must be stored above 60⁰C to prevent bacteria growth including legionella, but 60⁰C water can cause scalds and burns. A tempering valve mixes the stored hot water with fresh cold water to cool it down before sending it to your hot taps inside the house.
Warranty: This part generally has a 1-2 year warranty, depending on brand and model. Please refer to the warranty table below for more information on your particular unit.
Troubleshooting: If this fails you may only be getting cold water come through your taps. See our troubleshooting tips for more info.
Tap Hot Water
Heat pump hot water ends up at the tap/s.
Troubleshooting: If you're finding the water temperature has dropped, or you're only getting cold water from the tap, please see our troubleshooting tips.
Screen
Most heat pumps will have a screen to show status, temperature, and timer settings. The screen is mounted to the face of the all-in-one units, but can sometimes be hidden behind a cover. Split system heat pumps may have the screen mounted to the wall (see example), or hidden inside the compressor.
Troubleshooting: If the screen is turned off, the screen could either be asleep, or the heat pump could be turned off. Try turning it back on again by touching the screen and/or pressing the power button. If you see an error code, please refer to your user manual.
If the screen is not visible and is installed inside the compressor, please do not open the unit to try and access it.
FAQs
To find out why your hot water looks milky, let it run briefly then fill a glass. If the cloudiness dissipates from the bottom upwards within a few minutes, it’s simply due to pressurised air being released.
However, if the water clears at the top first and particles settle to the bottom, the water heater needs to be checked.
Impurities and inconsistencies in the water itself can affect the valve. This includes hard water, unfiltered water, dirty water, and gunk in the water supply. Tempering valves are covered under the parts warranty as they are supplied with the heat pump, for a period usually of 1-2 years (depending on manufacturer). However, be assured that any plumber can replace a tempering valve if it is outside of warranty.
Yes – water from the condenser unit generally means the unit is doing its job and the refrigeration side of the system is operational. Condenser units can create up to 4 litres of water from condensation per day!
The compressor fan starts heating water when the water temperature falls below 45 degrees Celsius, or it needs to be refilled after using hot water. It is common for this to happen 4 – 5 times during the day, and several times during the night. During the warmer months you may notice it run more often.
If the unit operating at night becomes an inconvenience, you can program it to run on a timer so it stays off while you’re sleeping. Refer to the user manual for how to do this if your unit supports that functionality.
If the unit is running all the time then you should contact the installer to have it looked at. If this occurs during your warranty period the inspection and any repairs will be covered.
The sound level is around 45 – 50 dB for most heat pumps, which is about a light background voice. If the unit is being installed against a brick wall you should be fine, if you have a bedroom next to the heat pump you may be able to hear it.
If you suspect your unit is too loud, consider downloading a decibel measuring app on your smartphone to confirm if it falls outside of the expected range. If it is too loud, record a video next to the heat pump that shows how loud it is and upload the recording to the form below.
For example, refilling a 215L unit from empty to full and reheating the water to full capacity would take about three to four hours. Refilling after a shower and heating that water to capacity generally takes about 1 to 1.5 hours depending on the ambient temperature outside.
If your unit is larger than 215L, then it will take longer.
The pressure-temperature relief (PTR) valve is a safety mechanism designed to prevent your hot water tank from over-pressurising. During the heating cycle, the PTR valve discharges drops of hot water to relieve the pressure generated by overheating. When there is too much pressure inside the tank, the valve opens up to relieve this pressure and some water will drip out of it.
This is normal and indicates that the valve is functioning properly.
Troubleshooting Your Heat Pump
As the water heats up you may see 4 -5 litres drip out over the course of a day.
Is the dripping all the time, or just when the unit is heating up? It’s normal to see water dripping from the overflow pipe while the unit is heating up. The dripping is a reflection of the temperature in the air, so you should expect to see more dripping in summer than during the cooler months.
The overflow pipe shouldn’t be a steady flow like you see from a tap – that’s not normal and should be looked at by a professional.
If you can take photos or video of where the leak is coming from it can help to diagnose the issue remotely. Upload photos or videos to the form below.
On a hot day you could get 3 – 5 litres of water from the condensation line – just like an air conditioner. The hotter the day the more you should expect, in fact in summer it could be 3 – 4 litres per hour! If yours is consistently running more than this then there may be an issue for a plumber to investigate.
If you can take photos or video of where the leak is coming from it can help to diagnose the issue remotely.
On some models, the sensor cable/s can come loose so the controller won’t be getting the correct information to keep running properly. This is a fairly straightforward fix, requiring loosening the rubber nut/s that hold the sensor cable, and then pushing the cable into the tank until you feel it hitting the tank wall. Then do up the black rubber nuts to keep it in place.
This may seem obvious, but first check that the unit is running. Can you hear any noise from the compressor? If your model has an external screen, is it blank? If it’s a no to those, follow the steps below.
Have you had a power outage recently? Even a minor outage can affect the system and may require a restart.
First, unplug the heat pump from the GPO (power point) and leave it unplugged for 45 minutes. Plug it back in and switch it on – you’ll hear some units power up immediately, others may take a couple of minutes, so be patient. If it has an external screen this should turn on straight away.
In the meantime, check your switchboard to see whether the circuit has been tripped. If it is tripped, it is likely an issue with the compressor, however, check the GPO in the next step before making that conclusion.
If the unit still isn’t working, next test the GPO. Find another device, we suggest a phone charger, and plug it into the same socket that the heat pump is. Plug the charger into your phone and if it charges you can rule out a faulty GPO. If it doesn’t charge, check whether the circuit has been tripped on the switchboard. If it has tripped for the heat pump and the charger, it’s likely the GPO or the circuit itself is faulty.
If your heat pump still isn’t working, now is the time to contact the manufacturer for support.
If your water is lukewarm, not hot, this is often due to an issue with the tempering valve. A good test is if you can have a shower only using the hot tap and the water is still only lukewarm.
To test the tempering valve, place a bucket under the overflow pipe and release the valve. If the water that comes out is hotter than the water in the house, it’s likely due to a failed tempering valve. If your system is still set to a maximum of 60oC (the installation default) then you shouldn’t be concerned about getting burned during this test.
Note that older electric storage hot water systems didn’t require a tempering valve so you may be used to water hotter than the set max of 60oC.
Tempering valves are a consumable part not covered under warranty as the water conditions across Australia vary, however, be assured that any plumber can replace a tempering valve.
If you see an error/fault code (usually a letter followed by a number), please refer to your user manual to troubleshoot first. If you need to follow up with a service ticket, please attach a photo of the screen showing the code.
Valve |
Brand |
Warranty |
Image |
| Supplied by the plumber | |||
| Duo Valve | RMC | 2 years |  |
| Tomson |  |
||
| Pressure Limiting Valve (PLV) | Logi Valve | 1 year |  |
| Australian Valve Group (AVG) |  |
||
| Included with the heat pump | |||
Warranty Details
Below are the warranties for heat pumps sold by Ecovantage. If your heat pump is not in the list below please refer to your tax invoice to find who the system was purchased from and contact them directly.
For full warranty details, please refer to the user manual or supplied warranty documentation. User manuals are also available below.
Note: the products in the table below were not sold exclusively by Ecovantage so it’s a good idea to refer to your tax invoice to confirm your retailer.
Best viewed in landscape orientation when using a mobile.
| Brand | Model | Warranty | ||||||
| Tank | Comp’r | Incl. Parts1 | Plumb. Parts2 | Labour3 | ||||
| Eco Alliance |
ECO-155LE
ECO-215LE ECO-155LU ECO-215LU ECO-260LU |
5 | 3 | 1 | 1-2 | 2 | ||
| EcoGenica |
EG-215F | 7 | 5 | 1 | 1-2 | 2 | ||
| EG-290FRC
EG-215FR290 EG-260FR290 EG-215FR290C EG-260FR290C |
7 | 5 | 1 | 1-2 | 1-2 | |||
| Stiebel Eltron | WWK222H
WWK302H |
5 | 2 | 24 | 1-2 | 2-5 | ||
| Rinnai | EHPA250VMA
EHPA315VMA EHPA250VMAW EHPA315VMAW |
7 | 3 | 1-3 | 1-2 | 1-3 | ||
| Quantum | 200-08AC6-290
270-08AC6-290 340-08AC6-290 |
5 | 2 | 2 | 1-2 | 2 | ||
1 Parts and accessories included with the heat pump unit
2 Plumber parts are typically supplied by the plumber and purchased in addition to the heat pump unit – classed as consumables
3 Labour can vary depending on which part needs repair/replace. Refer to manufacturer’s warranty brochure for more information
4 Excluding PRT valve – 1 year only
Manufacturer Details
Eco Alliance phone:
1300 341 010
Eco Alliance email:
service@ecoalliance.com.au
Eco Alliance warranty support:
www.ecogenica.com.au/warranty
Stiebel Eltron phone:
1800 153 351
Stiebel Eltron email:
info@stiebel-eltron.com.au
Stiebel Eltron warranty support:
www.stiebel-eltron.com.au/warranty
Rinnai phone:
1300 555 545
Rinnai after hours emergency:
1800 000 340
Rinnai online service booking:
www.rinnai.com.au/support-resources/online-service-booking/
Quantum number:
1800 644 705
Quantum email:
service@quantumenergy.com.au
Why is Ecovantage’s name on my paperwork but I didn’t buy my heat pump from them?
As an Accredited Certificate Provider (ACP), Ecovantage audits projects under Australian energy schemes, to generate energy certificates. These certificates are used to reduce the cost of an upgrade, sometimes referred to as rebates or discounts.
For warranty and installation support please contact the installation company. In the event of a dispute, please contact us (the ACP) via the Dispute Resolution page.
The team at Ecovantage will be taking a short break over the holiday period. Our offices will be closed from COB Friday 20 December, and reopening on Monday 6 January.
Enquiries sent through will be actioned as soon as possible when we reopen on 6 January.
Submit a Support Ticket.
Heat Pump Batch Number Example click to enlarge
Heat Pump Serial Number Example click to enlarge
