Water Cooler Troubleshooting Guide

My Water cooler is not producing any water

This can be caused by a number of issues.

1) Airlock – This is a very simple problem that occasionally occurs with coolers that have just been installed or serviced. The cooler simply needs to be reset. Give us a call or drop us an email and we will get an engineer out to fix it. Alternatively if you wish an immediate solution we can talk you through how to do it very quickly and easily.

2) Water Filter Blockage – Your water filter is designed to shut down once it drops below optimal performance. If this happens please contact us and we will have an engineer come out and change the filter for you. If this is an ongoing problem we may need to increase your servicing requirements.

3) Someone has just used all the water – If someone has just filled 4 jugs of water the machine may need 5 minutes to refill and catch up. If the machine still isn't refilling there may be another issue so again please contact us to arrange an engineer visit.

4) Someone has cut off the water supply – This can occur via the shutoff behind the machine, at the connection to the mains or very occasionally into the building itself. The first 2 are very easily resolved by re-opening the shut off valve or saddle clamp. With the 3rd one, unfortunately, we're in the hands of whoever has cut off the water to the building, however it is unusual for the water to be cut off for a long period.

5) Power Shortage – Check that the machine is receiving power. Some water coolers require power in order to operate the dispensing pumps so check that it's plugged in, turned on and that the power cable is connected behind the machine. If no lights are visible, the cooler is probably not receiving any power and may be unable to dispense.

6) A tap is broken – Some machines use mechanical taps to dispense water and these can be broken by heavy or inappropriate use. If your tap is broken or damaged please let us know and we will arrange for it to be replaced.

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My Water cooler has a leek

1) The Waterpoint operates a no leek policy in all our water coolers. We prefer potatoes. This is nothing against Welsh people. We LOVE Welsh People. Find out more here.

My Water cooler has a leak

Ah, I see what you were getting at there, now I feel like an idiot! If you have a "leak" please shut off the water supply to your machine immediately (there's a shut-off connection in the tubing behind it ), drain all the water using the tap and give us a call or email to let us know.

Your leak could be caused be a number of issues.

1) Bad connection inside the machine - sometimes the internal connections in the machine develop very small leaks which develop over time. These are easily solved by replacing the connection.

2) Dripping tap – Over time a slowly dripping tap will fill the drip tray and then the water will start to slowly dribble down onto the floor. It's normally just a simple case of replacing the tap to fix the problem.

3) People using the drip tray as a drain – We know, we know, it's never the staff.. Well, most humble apologies, but sometimes it is. We always try to make sure that all staff are properly advised that the drip tray is just that, a drip tray, and not a drain.. and that it has to be emptied out and cleaned regularly. But still some people don't listen and use it as a drain, with the consequences being that the drip tray overfills and then water starts running down onto the carpet. We do have water coolers with internal drains but they're top secret so you have to ask us extra nicely for these.. (and they're a bit more expensive!!)

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My water is not cold

1) Your machine is not receiving any power – If the machine is not turned on or receiving power (indicated by the lights being on) it can't chill the water. Restore the power to restore the beautifully chilled water. You're going to feel pretty stupid if one of our guys drives for an hour to get to your breakdown and solves it by plugging the machine in. Trust me, I've seen it happen.

2) Someone has just emptied the cold tank – If someone has just taken all the cold water out of the cooler it needs 5 minutes to refill with water and then 5 minutes to chill that water.. It's like when you see the little spinny icon on your iphone. Just bear with it.

3) Someone has adjusted the temperature – Most machines come with temperature adjustments, so we can tailor the water temperature to your requirements. It may require a little bit of adjustment to turn up the chill it a bit further.

4) Your cooler is being used by too many people – This is similar to someone emptying the tank. If your office has 50 people and they're all using one water cooler it'll struggle to keep up, it's like trying to get 50 people into a mini, it sounds like fun but its probably not going to work. So either you need to get another cooler or alternatively try one of our high capacity models.

4) The cooler is broken – It does happen. If none of the above applies and your water is still tepid then you may have a broken cooler. Broken coolers make us sad. But don't worry we'll come and have a look at it and if we can't fix it straight away we'll either give you a shiny new one (if you're a full service rental customer) or arrange to get it fixed for you (if you've bought it and it's still in warranty). Even if it's no longer in warranty we'll try our best to get you a temporary replacement while we see how we go about fixing it.

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My water is not hot

This can be caused by a number of issues. 1) Your machine is not receiving any power – If the machine is not turned on or receiving power (indicated by the lights being on) it can't heat the water.

2) The hot tank is not turned on - All hot and cold coolers have a hot tank switch at the back. Normally a hot light will come on when the water heater is turned on. Check the switch is in the correct position.

3) Someone has just emptied the hot tank – This is the same principle as the cold tank. If someone has just taken all the hot water out of the tank it needs 5 minutes to refill with water and then 5 minutes to heat it up. Please bear in mind that all our coolers are principally designed to chill water, the hot function is an added bonus. If you want something than churns out litres and litres of boiling water then please ask us about our Eco boiler. It should be more than up to the job.

4) The cooler is broken - If none of the above applies and your water is still not hot then you may have a broken machine. Broken coolers make us sad. But don't worry we'll come and have a look at it and if we can't fix it straight away we'll either give you a shiny new one (if you're a full service rental customer) or arrange to get it fixed for you (if you've bought it and it's still in warranty). Even if it's no longer in warranty we'll try our best to get you a temporary replacement while we see how we go about fixing it.

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Theres something wrong with my water

If you have any concerns at all about the quality of water your water cooler is producing please contact us. We take all our customer's concerns very seriously and will send an engineer to test it. We can normally solve any problems either by draining and sanitising the machine or altering the filtration.

What if one of my water coolers breaks down between services?

You pick up the phone or email us to let us know and we come and fix by the end of the next working day at no cost. And if we can't fix it, we'll replace it, still with no cost to you.

How much can I save with a plumbed water cooler?

You pick up the phone or email us to let us know and we come and fix by the end of the next working day at no cost. And if we can't fix it, we'll replace it, still with no cost to you.

But isn't it just tap water you're giving us?

No. We use top quality .9 micron filtration which removes all manner of water borne contaminants often found in mains water leaving you with beautiful, pure, clear water. The filter performance is measured and certified by various water bodies. We use the Doulton supercarb filter as standard in all our machines.

Do we need to take a long term contract?

No. We don't believe in tying our customers to long term contracts. If our service or our water coolers aren't up to scratch at any point then you're absolutely free to walk away. We don't want you to stay with us because you have to, we want you to stay with us because we're doing a great job for you.

What happens if my machine runs out of water?

Well the beauty of your cooler being plumbed in is that it should never 'run out' - as soon as you take water from it, it simply refills. Machines, however, will stop occasionally and this can be for a number of reasons. Most likely is that your filter is beginning to slow down, in which case you pick up the phone to us and we come and replace it.

Another possibility is that there could be a airlock in the system somewhere, again all you need to do is pick up the phone and we will come and reset it. Simple.

One other reason could be that someone has been mucking about with your machine, or the plumbing, and they've unknowingly cut off the supply. Again you need only pick up the phone to us and we will come and check the machine over, reconnect the supply and slap the offender round the head a bit. No charge!

Tell us a bit more about the environmental benefits.

In short, bottled water coolers need bottles. Big round plastic bottles. Lots of them. Around 3 million tons of plastic at the last count and as we're sure you already know to make plastic you need oil and, for those of you living on the moon, oil is becoming more scarce. You also need delivery trucks which again use oil. We're sure you've seen the trucks everywhere, often with a cartoon picture of a polar bear or a penguin or some other cartoon animal looking 'cool' with sunglasses on, somewhat ironic then that the very same truck is actually helping destroy that animal's habitat...

To summarise, no bottles means no plastics and no deliveries which equates to around 30 million tonnes less of CO2 emissions each year. Additionally we at The Waterpoint are carbon footprint approved and, as a company, carbon positive. We're sure you can see where the difference lies.

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