Expert technical support for heat pumps
If your heat pump isn’t working as it should, our Tech Support team is here to help. Whether it’s not heating properly, showing an error code, or has high running costs, we can help.
At Alto Energy, we provide free over-the-phone technical support for Samsung, Mitsubishi, Worcester Bosch, Viessmann and IVT heat pumps. Many common problems can be solved during the call, helping you avoid unnecessary callouts.
No matter the issue, you’ll be speaking to someone who understands heat pumps and can guide you through the next steps with confidence.
Free Over-The-Phone Support
If you’re having trouble with your heat pump, just give us a call. Our Technical Support team will talk through the issue with you, help identify the cause, and guide you through a fix if it’s something straightforward. In many cases, we can get things sorted there and then over the phone.There’s no charge for this service, and no need to book ahead.
If the problem needs more than a quick fix, we’ve got you covered:
- We can recommend a trusted local plumber or heating engineer
- We can send one of our own engineers to visit and resolve the issue on site
- We can supply spare parts if something needs replacing
ARRANGE A CALL BACK
or please call us right away on:
01993 220699
(Option 1 for Support)
Heat pump issues we can help with
If your heat pump isn’t coming back on after a power outage, it may need a manual restart. Some models also require the time and settings to be reconfigured. Give us a call and we’ll talk you through what to check and how to safely restart the system.
Low pressure is often linked to the central heating side of the system. It could mean there’s a small leak, or that the system needs to be topped up. Our team can help you check the pressure and advise on what to do next.
A high pressure fault could be caused by a blocked filter, closed valves, or an issue with system flow. It's important not to ignore it, so get in touch and we’ll help you find the cause and the right fix.
If you spot water around your heat pump, it could be condensation or it might be something more serious like a system leak. We can help you figure out the source and advise whether it needs a callout or a quick adjustment.
What Heat Pumps Do we Support?
ivt ground source heat pump
Alto Energy is the official UK manufacturer’s agent and distributor for the full range of IVT ground source heat pump products, both current and all legacy products that have historically been sold in the UK. We hold a full stock of spare parts (and can easily import anything we do not have in stock directly from IVT in Sweden), and our engineers and technical support staff have comprehensive knowledge on all IVT ground source heat pump products.
Worcester Bosch air source heat pump
Alto Energy provides full technical support and servicing for the entire range of Worcester Bosch air source heat pumps, including the popular Compress 2000 model. Our in-house technical support team has detailed product knowledge and is available to assist with troubleshooting, fault diagnostics, and performance issues over the phone.
mitsubishi ecodan air source heat pump
Alto Energy is a Business Solutions Partner for Mitsubishi Ecodan air source heat pumps, meaning we are recognised as having the capability to not only install the heat pumps, but also to provide design and technical support services for them. All of our engineers are fully Mitsubishi service trained, and we hold spare parts in stock should they be required.
samsung air source heat pump
Alto Energy is an approved Value Added Reseller for Samsung EHS air source heat pumps. We offer service and support on all Samsung EHS heat pumps from Gen5 onwards, with all of our field engineers fully trained for servicing these heat pumps.
Viessmann Ground Source Heat Pump
Alto Energy offers full technical support and servicing for Viessmann ground source heat pumps, including the highly efficient Vitocal range. Our technical team has in-depth experience with Viessmann heat pump systems and can provide over-the-phone support to help with fault finding, error codes, and system performance issues. For more complex cases, our engineers are fully trained to carry out on-site diagnostics, maintenance, and repairs.
Step-by-step heat pump support videos
In this video, one of our Alto Energy engineers shows you how to clean the filter on your Samsung air source heat pump.
Watch our Engineering Manager walk you through cleaning the filter on an IVT Greenline E Series or Worcester Bosch Greenstore E Series ground source heat pump.
Our Engineer demonstrates how to turn on the immersion heater using the Samsung Gen6 control panel. He also runs through how to restart your heat pump after a power cut or if there's a fault.