Hi All,

Need some help with how to proceed with my issues, story below;

We have had a boiler installed via Eon earlier this year and about two weeks after having the boiler installed we have noticed an issue when using the shower mainly, I contacted the installers Rothwell Plumbing Services Ltd and they took a while to get back in contact but at the time it would only do it maybe once a week so I didn't chase it too much.

What will happen is the water will all of a sudden go ice cold for about 60-90 seconds and then heat back up, there is no pressure drop whilst this is happening.

To test if it was my shower mixer I turned on the bathroom sink hot tap and that was also ice cold too indicating it is an issue with the boiler. It would only do it on the odd occasion and it has just started happening more and more to the point it is doing it every other time the shower is being used.

Rothwell Plumbing Services Ltd have come round today and say that our water pressure is too low and is only 8L/PM instead of the recommended 16-18L/PM and this is what they think is causing it.

They have said they can remedy the issue by fitting a pump within our house to increase the pressure but this will cost me £700 approx.

I don't want to pay this after paying £2.5k to have the boiler installed thinking that was it we would have a shiny new boiler after the one in the property started leaking in a couple places and that one kept the water hot at least, we only purchased the house a few months prior so money had been tight being our first home.

I have emailed E-ON as I can never get through to the installation complaints department via phone it just dials out and dies.

"To Whom it may concern,

We have had a boiler installed via Eon earlier this year and about two weeks after having the boiler installed we have noticed an issue when using the shower mainly, I contacted the installers RTS and they took a while to get back in contact but at the time it would only do it maybe once a week so I didn't chase it too much.

What will happen is the water will all of a sudden go ice cold for about 60-90 seconds and then heat back up, there is no pressure drop whilst this is happening.

To test if it was my shower mixer I turned on the bathroom sink hot tap and that was also ice cold too indicating it is an issue with the boiler. It would only do it on the odd occasion and it has just started happening more and more to the point it is doing it every other time the shower is being used.

I have got in touch with the installer and they think it is down to the water pressure as they ran tests and have come back saying that the pressure is only around 8L/pm when it should be around 16-18L/pm, they have said they can fit a pump within the property to increase the pressure at the cost of approx £700 that should remedy the issue.

So seeing as you are the ones that came out to survey and recommended a boiler based on the results of the survey conducted within the property I would ask that you either come out and confirm their findings and if you don't agree fix the issue or if you agree pay for the additional work that needs to be done so we can use the boiler that we are now paying for with no issues.

I have asked them for a copy of the report so I can forward it to you and if needed I will also get an interdependent boiler expert out to give me a report and I will forward that along with the invoice to pay if you need a second opinion.

It has caused me a lot of issues personally as I have had an operation on both of my big toes and I need to shower daily and when the water goes ice cold it causes me to jolt forwards sending pain across my foot and up my leg.

I have tried contacting your office a few times but each time it just rings and rings and then cuts out. If you wish to contact me directly my phone number is XXXXXXXXXX.

Regards

XXXXXX"

Do you think I am right with what I have said above in my email and asking for them to pay for it as they are the one that completed the surveys and tests and recommended the installed boiler based on this ?

Apart from waiting for a reply what should my next steps be ?

Thanks in advance

PIXeL

These cowboys should have checked the water pressure before installation.

However, it could also be that they didn't power flush the system and the heat exchanger is getting clogged (not very likely but possible)

These cowboys should have checked the water pressure before installation.

However, it could also be that they didn't power flush the system and the heat exchanger is getting clogged (not very likely but possible)

Hey King,

Part of the £2.5k was a power flush it was also drained twice and then additives added.

The guys that did the install that also came out to investigate and came up with the £700 figure are trying to pull a fast one, he told my partner the pump model thinking she wouldn't note it down and I have found it for £270 at screwfix, it goes on the cold water inlet before it hits the boiler and would take someone an hour to install as it is just removing a section of pipe and adding two fittings that screw onto the pump and hold it in place, if I had the time and tools I would even consider doing it.

https://www.screwfix.com/p/salamander-pumps-homeboost-hb-booster-mains-water-boosting-pump-1-6bar/75286

Going to give the guy that repaired the old one and fitted our hob a call tomorrow and see what his charge to fit it will be and then go to E-On with that quote and see what they come up with.

Cheers

If they've done the power flush then it can't be sludge.

A local plumber would probably charge £100 for pump installation, providing there's easy access to the pipework and a socket/outlet, it depends from the model.

Schoolboy error not to check water pressure before installation.

8 l/min is very low, did they open the main stopcock fully?

I would insist on eon paying for it as their work doesn't deliver what's expected, hot water on request.

Schoolboy error not to check water pressure before installation.

8 l/min is very low, did they open the main stopcock fully?

I would insist on eon paying for it as their work doesn't deliver what's expected, hot water on request.

Not that I saw, they only checked the diameter of the pipe, how many radiators / showers we have, location of boiler and making sure the new one can fit in the same place as the old one.

Then the installers just came in and did the job no checks before hand.

Don't really care to much for the installers tbh they had been told about 20 times shut doors behind them as we had just rescued a Malamute and he just ignored us to the point the dog escaped onto the road out front luckily he listened to me and came back, as he had got out before and ran about 10 streets away, would rather have someone else in.

Hi,

Not that this will particularly help you, but my boiler does this too, only in my case it will only do it with the hot tap (not the shower) and only when I leave the hot tap on at a constant reasonably slow flow for a period of time.

So, your fitter's diagnosis of a pressure problem might be right but in my case we have extremely high water pressure (I live in Scotland at the bottom of a hill on top of which is the reservoir) yet it still does it. I believe the issue is more related to the flow rate than the pressure. Effectively our boiler 'goes to sleep' because it isn't seeing enough flow.

I guess having a pump fitted will alleviate both issues.

Hello PIXeL_92 and I'm sorry you're having difficulties following the installation of your new boiler.

Not sure if you're aware but complaints about these installations are looked after by a specialist ring-fenced area at E.ON. This is our Installation Services Complaints team. Your email will have been passed to this team.

If you need to talk to them and are still struggling to make contact directly by phone, please call the complaints number on our website and we'll put you through. The Installation Services Complaints team are available from 8am to 6pm Monday to Friday and between 8am and 4pm Saturdays. Here's a link to our phone numbers https://www.eonenergy.com/for-your-home/help-and-support/phone-numbers.

Hope this is sorted out soon PIXeL_92.

Malc