Thermostat (neoStat / neoAir) - Heating Comes On by Itself or When It Should Not

Use this article when the heating is not working, will not come on, or the room is not heating up when expected.

This article covers situations where:

• My heating is not working.
• My heating will not come on.
• My heating is not turning on.
• My room is not warming up.
• My underfloor heating is not heating up.
• The thermostat is on but there is no heat.
• The thermostat is calling for heat but the heating is not working.

This article does not cover:

• Heating coming on by itself.
• Heating that will not turn off.
• The thermostat not pairing.
• The thermostat showing offline.
• The neoHub LINK light being red.
• Changing or setting up a heating schedule.

Part 1 - Check the Thermostat

First, check the physical thermostat.

Is the thermostat powered on?

If the thermostat screen is blank:

• If it is a wireless / battery-powered thermostat, replace the batteries.
• If it is a hard-wired thermostat, the power supply to the thermostat will need to be checked.

If the thermostat is powered on, check whether there is a flame symbol displayed on the screen.

If there is no flame symbol

1. Press the Up arrow to increase the target temperature above the current room temperature.
2. Press the Tick button or A button, depending on the thermostat, to confirm the new temperature.
3. Check whether the flame symbol appears on the screen.
4. Check whether the heating comes on.

If the heating still does not come on, identify whether the thermostat is hard-wired or wireless / battery powered.

• If the thermostat is hard-wired, continue to Part 2.
• If the thermostat is wireless / battery powered, continue to Part 3.

Part 2 - Hard-Wired Thermostat

If You Have Underfloor Heating

If there is a flame symbol displayed on the thermostat, go to the underfloor heating wiring centre.

1. Find the zone on the wiring centre that corresponds to the thermostat.
2. Check whether the zone light is on.
3. If the zone light is not on, the thermostat or wiring will need to be electrically investigated. Please contact a qualified electrician.
4. If the zone light is on, check whether the underfloor heating pump is running and whether the boiler has fired.
5. If the correct zone light is on, the underfloor heating pump is running and the boiler has fired, the Heatmiser controls are operating and calling for heat.

If the controls are operating correctly but the room or floor is still not heating, please contact your heating engineer to investigate the heating system.

If You Have a Hard-Wired Single-Zone System

If there is a flame symbol displayed on the thermostat but the heating is not working, there are no further checks in this article.

Please contact a heating engineer to investigate the heating system.

Part 3 - Wireless / Battery-Powered Thermostat

If the thermostat is wireless and there is a flame symbol displayed on the screen, check the receiver or wiring centre that the thermostat is paired to.

1. Turn the temperature up on the thermostat so there is a flame symbol displayed.
2. Check the receiver or wiring centre.
3. Check whether the corresponding heating/zone light comes on.

If the light comes on

If the correct light on the receiver or wiring centre comes on when the thermostat is calling for heat, the Heatmiser controls are responding to the heating demand.

If the heating still does not work, please contact a heating engineer to investigate the heating system.

If the light does not come on

If there is a flame symbol on the thermostat but the corresponding light on the receiver or wiring centre does not come on, the thermostat may need to be paired to the receiver again.

At this point, use the appropriate article for pairing the thermostat to its receiver.

What Happens Next

If the thermostat is calling for heat and the correct output on the wiring centre or receiver is responding, but the heating is not working, please contact a heating engineer to investigate the heating system.

If the thermostat is hard-wired but the expected zone light is not responding, please contact a qualified electrician.

If a wireless thermostat is calling for heat but its receiver is not responding, use the appropriate thermostat-to-receiver pairing article.

If you have reached this point and the heating is still not working, the guidance in this article has no further steps. Please speak to an adviser who can assist further.