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Common Queries

Error E1 or E2 on my thermostats: [in conjunction with the relevant user guide]

  • Related to the programming of the stats and the sensor connected (or not).
  • E0 = Internal sensor fault, stat will need replacing: Take QR and add case
  • E1 = Stat set to floor sensor – either not connected, or not connected properly.
    • Check if sensor is connected, if not set feature 06 to 00
    • If sensor is connected, set feature 06 to 03
  • E2 = Stat set to Air sensor – either not connected, or not connected properly:
    • Check if sensor is connected, if not set feature 06 to 00
    • If sensor is connected, set feature 06 to 01

Frost mode, can’t change stat to above 17°C

  • Thermostat set to frost protection mode will stop stat being adjusted to above 17°C
  • Snow flake symbol (V1), or a house with a snow flake inside (V2)
    • Use the left or right arrows to move the cursor to the power icon and tap the tick button, the snowflake etc will disappear.

NeoAir using a lot of batteries

  • It is difficult to say how long batteries should last.
  • In the first instance advise customer to buy cheap alkaline batteries, as these last longer , this is due to the way that the thermostat consumes battery power, being different to the way expensive (eg Duracell etc..) are designed to supply power.

Heating on intermittently, or randomly (only neoAir)

[in conjunction with the relevant user guide]

  • NeoAir has an automatic override function built-in this can cause the heating to come on randomly, outside of timed periods.
    • Set feature P3 to Off

Issues with App

The application is administered by Heatmiser, questions about the account and connectivity should be directed to Heatmiser on 01254 669090 option 2

Price for additional stats

  • Where the customer requires an additional NeoStat (neostatWv2-C) where W = white, B = Black, S = Silver. Parts price = £54.88
  • Where the customer requires an additional NeoAir (neoairWv2-C) where W = white, B = Black, S = Silver. Parts price = £57.54
  • If an RF switch is required these are £39.73 each
  • If a NeoHub (NEOHUB+-C) these are £128.48 (required for smart control)
  • Please use £10.45 for delivery costs.

Parts Missing

Warranty replacement parts

It the customer has parts to be replaced under warranty send them this link.

Service / Service Partners

Contacted via the link here, emails and phone numbers are now listed.

Heat pump Service

  • Nibe Heat pumps are service by Nibe on 0330 311 2201 contactable here
  • Hitachi are now service by service partner network, see Oliver’s email.

User guides

The following links are to the user guides on the Nu-Heat website.