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  • Central Heating Troubleshooting

    • Troubleshooting checklist

      There could be a number of reasons why your central heating or hot water isn't working. You can fix several problems yourself, avoiding a callout and - if you're a HomeCare® customer - possibly saving you money. Try these tips first:


      • check the gas, electrical and water supplies to the appliance are turned on. It's surprising how easily they can get accidentally switched off
      • check the thermostat is turned up and the clock timer is on
      • some boilers have a pressure gauge showing system water pressure, this usually needs to be at around 1 bar, read more about system pressure
      • got a system with a permanent pilot light? Check that it hasn't gone out - this is a very common problem with older appliances
      • try putting your heating on maximum for a short while to see if you can get it back into action
      • have the clocks gone forward or back? Your clock programmer might just need adjusting to the right time
      • has there been a power cut recently? Your heating clock programmer may have returned to its factory settings when the power came back on. Test the central heating by setting it to come on in 15 minutes time - if that works, simply re-enter your preferred settings
      • do you have a customer-operated reset switch (not one that needs you to remove any casing)? These are usually found on the front of modern boilers: check your user manual to see if it needs resetting
      • try turning the electrical supply to the boiler off and on - the switch is usually near the boiler or in the airing cupboard. This might reset your boiler and resolve the problem
      • could you have frozen pipes? In periods of long, cold weather, the condensate pipe of your boiler can freeze. See my pipes have frozen
      • are other gas appliances affected? If so the problem is bigger and you need to Book a callout

      For open vented system boilers 
      (You have this type of boiler if it has a small black tank. You'll usually find these in the loft.)

      Has the ball valve float in the feed and expansion cistern got stuck?
      (this is usually a small plastic or steel tank situated in the loft)

      If so, when your water system falls to a certain point, system water can't circulate. If you can safely and easily get into and move around your loft, check to see if the ball valve is stuck (usually indicated by no or low water in the cistern). Gently move the ball float valve arm to free it - do not use force. This may solve the problem.

      For sealed system boilers or combination boilers 
      (You have this type of boiler if it doesn't have a cistern that looks like a smaller version of your cold water cistern.)

      • has the system pressure dropped? This is sometimes caused by water leaks, and can stop the boiler from working properly: 

        1. check the pressure gauge - this should be set at 1 bar. A red indicator needle sometimes shows the position set when the boiler was installed.

        2. look in your user manual to see if you can re-pressurise the boiler yourself - you can also find instructions on the rear of the control panel. But if your boiler panel needs tools to remove it, do NOT touch it: Book a callout instead.


    • View More: British Gas Central Heating Troubleshooting
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  • My radiator(s) isn't working

    • First check if the problem is with one radiator, or with all your radiators.

      Problem with just one radiator

      Try turning the radiator valves to maximum (turn the taps anticlockwise). If this doesn't work you may have to bleed the radiator to remove any air in it. This may need to be done if you've recently decorated or had to remove/isolate the radiator.

      How to bleed a radiator

      You'll need:

      • a radiator bleed key - these can be bought from a DIY shop
      • a dry cloth
      • to wait until your central heating system is completely cold

      1. For safety, turn the central heating and hot water off.
      2. Place the dry cloth under the radiator to catch any water that may come out.
      3. Find the square bleed screw at the top of the radiator on the side or back.
      4. Insert the bleed key and turn it slowly anti-clockwise (by no more than 2 turns as the screw shouldn't be removed completely) until you hear a hissing noise.
      5. Wait until the hissing stops and you start to see small amounts of water coming from the bleed screw.
      6. Retighten the screw but be careful not to over-tighten it.
      7. Got a combination boiler? Check the pressure gauge on the front of the boiler. If it's below its normal setting, you'll need to add water to your boiler. See your boiler manual on how to do this.
      8. You can now put the heating back on.

      Problem with all your radiators? See my central heating is not working.

      Still not working? If the problem continues, book a callout.


    • View More: British Gas My radiator(s) isn't working
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  • My central heating is leaking

    • First check where the leak is coming from and whether it's somewhere other than the central heating - look at the seal around the bath or the roof, for instance.

      Confirmed it's the central heating that's leaking? To limit the damage, turn off your heating and your cold water stop tap, then book a callout.

      Not sure how to turn off your heating? Check your user manual.

      • If you have an open vented system - with a cistern in the loft - it can take a bit of time for the leak to stop, unless the system is completely drained. So don't worry if the leak doesn't stop immediately, it soon will.

      What could be the cause?

      A possible cause of the leak is a punctured pipe, especially if you've had some DIY or building work done in your home recently. To see if you're covered under your HomeCare® agreement, check your terms and conditions.



    • View More: British Gas My central heating is leaking
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  • My pipes have frozen

    • To try unfreezing the boiler condensate pipe yourself, follow these steps - you may need to repeat them several times:

      1. hold a hot water bottle or heat wrap around the pipe
      2. pour hot, not boiling, water over the frozen end of the pipe with a watering can, jug or kettle

      When you think the pipe may be unfrozen, try switching on the boiler again. You may need to reset the boiler to do this. If the boiler fires it up, it's fixed. If not, you could try to unfreeze the pipes again.

      Still got a problem? Book a callout.

      An engineer can unfreeze the pipe and advise you on ways to prevent this in the future.

      What could be the cause?

      In long periods of cold weather, the condensate pipe of your boiler - a waste pipe that carries condensation from the boiler to your drain outside - can freeze, especially if it's exposed or incorrectly installed.

      This can leave you without heat and hot water as the boiler has an in-built safety device to prevent any damage to the system.



    • View More: British Gas My pipes have frozen
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  • My wall heater isn't working properly

    • It's not easy to tell exactly why a wall heater isn't working properly. But before you call an engineer, try these tips to see if you can fix it yourself:

      • check the gas and electrical supplies to the wall heater are turned on. It's surprising how easily they can get accidentally switched off
      • if you've got a permanent pilot light, check it hasn't gone out -this is a very common problem with older appliances. To relight, follow the instructions on the wall heater
      • has the wall heater been lit properly? Check in the user manual if you're not sure
      • check the control tap is turned on once the heater has been lit
      • try turning the control tap to the highest setting for a short while
      • are other gas appliances affected? If so the problem is bigger and you need to book a callout

      Whenever you're checking the wall heater, always check with the user manual that you're doing it correctly. There are also usually some user instructions on the appliance control panel.

      Still not working?

      If you've done all the checks and still can't get the wall heater to work properly, book a callout.


    • View More: British Gas My wall heater isn't working properly
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  • I can't get my central heating thermostat to work

    • First check you've set the clock/programmer correctly and make sure the right heating option is selected - choose on or constant.

      If you have a digital thermostat, you can look up any unfamiliar symbols on the display in your user guide.

      Your user guide or manufacturer website may have some additional troubleshooting information too.

      Still not working?

      If you've done all the checks and still can't get the thermostat to work properly, book a callout.


    • View More: British Gas I can't get my central heating thermostat to work
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  • My radiator is leaking

    • To limit the damage from any leak, turn off the valve at each end of the radiator, find a container to hold the leak, then book a callout.

      If need be, direct the leaking water into the container by tucking a plastic bag behind the radiator.

      If your radiator has a thermostatic valve

      The valve may open automatically if the weather is really cold and the room temperature drops a lot. This will mean that water continues to leak even though the valve has been turned off. If this is the case, we recommend you book a callout.


    • View More: British Gas My radiator is leaking
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  • My radiator is making a noise

    • Different radiator noises have different causes and different solutions - often easy fixes that you can try yourself:

      Whistling

      This is caused by a water flow rate through the radiator that's too high. Solve it by turning the radiator valve fully on by turning the taps anticlockwise.

      Ticking

      A ticking radiator is completely normal - it's just the radiator warming up or cooling down. If the noise is coming from under the floor, it's probably due to pipes expanding and rubbing on the flooring or joists - again, usually nothing to worry about.

      Tapping

      This can be caused by an incorrectly fitted thermostatic radiator valve. If you've recently had to move a radiator or had a new radiator installed, the problem may be that the valves may have been mistakenly swapped over.

      To get this fixed, contact the installer.

      Still concerned about the noise? Book a callout.


    • View More: British Gas My radiator is making a noise
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  • The radiator's air release valve is leaking


    • There are a number of reasons why the air release valve might be leaking. Before calling an engineer for help, we recommend:

      • Tightening the air release valve (clockwise - but do not force). If this fails to cure the leak turn off the radiator at both valves (wheelhead/thermostatic3 radiator valve and lockshield valve).
      • Containing the water leak temporarily. A plastic bag tucked behind the radiator may help direct the water to a suitable container.



      If you're not quite sure how to carry out any of these checks, it's always a good idea to have a look at the radiator manufacturer's guidelines for help. And if you try all of the above and the problem persists, we recommend booking an engineer.

      3 In very cold weather, unless the thermostatic radiator valve has a dedicated 'off' position, the valve may automatically open if the room temperature drops significantly


    • View More: British Gas The radiator's air release valve is leaking
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  • Lighting troubleshooting

    • Do not try to fix any of the following problems yourself. Turn off the electrical supply to that part of the house at the fuse box and call us on0800 294 9650*.

      Problems you should not try to fix:

      • faulty pull cord and switches (once you've checked the bulb is working and secured properly)
      • crackling or sparking lights
      • can't get the bulb out of the fitting
      • light switches or fittings that look damaged

      Flickering lights

      Before calling us, check the lamps you've fitted are suitable (if you're using a dimmer switch, energy-efficient or fluorescent bulb).

      Note that when it's very cold, larger fluorescent lights sometimes flicker when first switched on.

      If your lights continue to flicker or a number of lights are affected, book a callout on 0800 294 9650*.

      * Calls may be monitored and/or recorded for quality assurance and compliance purposes.



    • View More: British Gas Lighting troubleshooting
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  • Fuse Box troubleshooting

    • ProblemWhat to do
      Fuse box is sparking and smells of burning

      Turn off the main switch at the fuse box / consumer unit.

      This is an urgent problem - immediately contact your local electricity network operator.

      Fuse box is damaged

      If you notice any kind of damage or fault, please call us immediately on 0800 294 9650.*

      There's no power to my home

      Power outages can be caused by a number of issues, including power cuts. Check the fuse box and make sure the trip switches are set to the ON position.

      Try checking with your neighbours - if it's just your home affected, please call us on 0800 294 9650*. If other homes are affected please use our Electrical Emergency Number finder below.


      Is there a problem with the mains supply? We recommend you contact your electricity distributor - this isn't your supplier but the distributor that provides electricity to your area of the UK. To find the emergency contact number for your property please use our Electrical Emergency Number finder.


    • View More: British Gas Fuse Box troubleshooting
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  • I have no electricity

      1. check your trip-switch(s) or fuse(s) to see if there is a fault with your wiring or an appliance. If all your appliances are affected see 2) below
      2. check if your neighbours are affected. If so, it's possible the power is off in your local area so please contact your local electricity network operator - they should be able to give further guidance and say roughly how long the power will be off for
      3. turn off appliances, but keep one light on so that you know when the power comes back on
      4. if it's just your home affected and you have Home Electrical Care, please call us on 0800 980 6004*. If you don't have cover with us, we can provide one-off repairs, call 0800 000 999*

      If you have a Pay as you go meter, see our advice for Pay As You Go Energy™ customers , without electricity.

      Safety advice if you are without electricity:

      • don't use your gas cooker to heat your home - they are not designed for this purpose and this can cause carbon monoxide poisoning.
      • be careful with other forms of heating and lighting, such as paraffin heaters and candles

      For more advice on problems you may be able to fix yourself, see theBritish Gas Electricity Troubleshooter.

      *Calls may be recorded and/or monitored for quality assurance and compliance purposes.



    • View More: British Gas I have no electricity
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  • Socket troubleshooting

    • Problems you should not try to fix:

      If you have any of the following problems, switch off your electrical supply and call us on 0800 294 9650*:

      • sparking, crackling noises coming from the socket
      • socket(s) getting hot or showing burn marks
      • socket(s) won't switch on or off
      • socket(s) are damaged

      My sockets are tripping the electrics

      Turn off every socket and turn each one on in turn to see which socket is tripping the electrics. When you've found the correct socket, the problem could be with the socket or the appliance plugged into that socket. Try the appliance in a different socket - if the electricity trips again, it's the appliance.

      If it's the socket causing the problem, call 0800 294 9650* to book a callout on your Home Electrical Care/Cover. Not covered? Call 
      0800 072 6335* for a one-off electrical repair.

      If it's the appliance causing the problem and the appliance is covered on your Kitchen Appliance Care/Cover, book a callout on 0800 294 9650*.

      My sockets aren't working

      First, check if the socket itself is the problem by plugging in an appliance, then follow these steps:

      • Check all sockets in the house: see if the fuse box has blown or the circuit breaker needs to be reset. More about fuse boxes
      • Not a problem with the fuse box? See if any other electrical items in your home, such as lights or appliances, have been affected. If so, it could be a power cut.

      If it's just your home affected, call us on 0800 294 9650*.

      If other houses nearby are affected, contact your local electricity distributor - the company that distributes electricity to your area of the UK. To find the contact number for your property please use our Electrical Emergency Number finder.


    • View More: British Gas Socket troubleshooting
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  • Washing machines, washer dryers and tumble dryer troubleshooting

    • Problems you can try fixing
      ProblemWhat to do
      Machine is not responding at all

      Check the electricity to the machine is turned on - it can accidentally get switched off.

      Drum won't rotate

      Make sure the machine isn't on "no spin".

      Uneven loads can stop a spin - avoid washing single items or overloading the drum.

      Clothes come out hot after a spin

      Use your machine's user manual to check the position of the hot and cold water pipes - sometimes the cold rinse pipe can be connected to the hot supply, causing any rinses to be done with hot water.

      Clothes come out torn

      This is usually caused by a loose zip or strap getting caught in the drum.

      Machine is noisy

      Check if there are any loose items making a noise in the drum, such as coins, keys and zips.

      Machine isn't drying well

      Check it's not on a low heat setting.

      Check the filter isn't blocked - your user manual will show you how to do this.

      A vent hose could be blocked - again, check your user manual.

      Make sure you're not overloading the dryer

      Machine stops mid-programme

      Make sure the "rinse hold" button hasn't been selected.

      Machine won't empty

      Check the filter isn't blocked - your user manual will show you how to do this but take care - it can cause a sizeable flood.

      The glass on the machine is hot

      Usually no need to do anything.

      Door or seal on the machine is discoloured

      Usually no need to do anything.


      Problems you need an engineer for
      ProblemWhat to do
      Burning smell, sparking or electric shocks coming from the machine or switch

      Turn off the appliance immediately, unplug it and don't use it or touch it. Please call us on 
      0800 294 9650*

      Washing machine or washer dryer fills with water when switched off

      If you can, turn off the hot and cold isolation taps (on modern appliances there may only be a cold water supply) connected to the washing machine. Then please call us on 0800 294 9650.*

      Washing machine, washer dryer or tumble dryer keeps blowing a fuse or tripping the circuit breaker

      Fuses blow for a reason, so simply replacing one may aggravate any potential fault.

      If just this appliance is affected and the appliance is covered on your Kitchen Appliance Cover, call us on 0800 294 9650.*

      If other appliances are affected, see British Gas advice on electric wiring.

      Problem with a gas tumble dryer

      Using your appliance manual as a guide:

      Check the gas and electricity to the machine are turned on - they can be accidentally knocked or turned off.

      Turn any adjustable appliance controls to their highest setting - these are found on the front of the appliance - but don't touch any control panel or cover that needs a tool to remove it. Instead, please call us on 0800 294 9650* if you have Kitchen Appliance Care/Cover and your machine is covered.

      Machine is leaking

      Turn off the electricity and then the water at the stopcock (in most houses, the stopcock is under the kitchen sink). Then please call us on 
      0800 294 9650.*

      If it's easy to do so, check where the leak is coming from:

      soap drawer: it's probably blocked and needs cleaning out.

      drain pipe: your drain may be blocked. If you have Plumbing & Drains cover, please call us on 
      0800 294 9650.*

      the machine: call 0800 294 9650* if you have Kitchen Appliance Care/Cover and your machine is covered.

      No water in the washing machine is visible 
      or 
      Washing machine takes a long time to go through a cycle

      If you have Kitchen Appliance Care/Cover and your machine is covered please call us on
      0800 294 9650.*



    • View More: British Gas Washing machines, washer dryers and tumble dryer troubleshooting
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  • Refrigerator, fridge freezer and freezer troubleshooting

    • Problems you can try fixing
      ProblemWhat to do
      Appliance is too coldCheck the thermostat is set to the right temperature - your user manual will show you how to do this.
      Appliance isn't cold enough or is defrostingCheck the thermostat is set to the right temperature - your user manual will show you how to do this.

      Check the door is closed properly, or hasn't been left open for too long recently.

      Check the appliance isn't overloaded with food.

      Check the fridge-freezer has a fast freeze switch, which bypasses the thermostat - if so, switch it on and call an engineer.

      Sides of the appliance are hot around the door

      Usually normal - some appliances use side panels to take away heat and to stop the door from freezing shut.

      There's water on the outside of the appliance

      Condensation can form on a cold surface, which is not usually a problem - if the problem gets very bad, call an engineer.

      Appliance is making a strange noise

      Check the appliance isn't pushed back against the wall as this could make natural vibrations noisier.

      Periodic clicking noises could mean the motor is overheating - turn the appliance off and call an engineer.

      Light inside the appliance is faulty

      Turn off the electricity to the appliance at your fuse box.

      Check your user manual guide for how to replace the bulb.


      Problems you need an engineer for
      ProblemWhat to do
      Burning smell, sparking or electric shocks coming from the fridge, fridge-freezer or freezer or appliance keeps blowing a fuse or tripping the circuit breaker

      Turn off the appliance immediately, unplug it and don't use it or touch it. Please call us on 0800 294 9650.*

      If just this appliance is affected and the appliance is covered on your Kitchen Appliance Cover, please call us on 
      0800 294 9650.*

      If other appliances are affected, seeBritish Gas advice on electric wiring.

      Ice in the bottom of the fridge, fridge-freezer or freezer

      Ice is normal in some fridges, fridge-freezers and freezers that are not frost-free

      If your appliance is supposed to be frost free, then the defrost cycle isn't working -book a callout.

      Appliance door is faulty or damaged trim parts or fittings are affecting the appliance's operation
      or there's a thick brown liquid leaking out of my appliance

      If you have Kitchen Appliance Cover and the appliance is covered, please call us on
      0800 294 9650*


      * Calls may be monitored and/or recorded for quality assurance and compliance purposes.


    • View More: British Gas Refrigerator, fridge freezer and freezer troubleshooting
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  • Dishwasher troubleshooting

    • Problems you can try fixing
      ProblemWhat to do
      Dishwasher is damaging crockeryCheck you're loading your dishwasher properly - your user manual will show you how.
      The timer or programmer isn't working properlySome dishwashers have an Economy 7 or delayed timer setting to save money and work at night - if your dishwasher does, check if this is on.

      Check you're using cleaning salts, rinse aids and tablets correctly.

      Dishwasher is making a noiseTurn off the electricity to the appliance at your fuse box / consumer unit.

      Check the spray arms can revolve freely without catching on anything (there's usually one arm at the bottom of the dishwasher and one under the first shelf).

      Problems you need an engineer for
      ProblemWhat to do

      Dishwasher keeps blowing a fuse or tripping the circuit breaker the soap dispenser is faulty or there's a problem with my dishwasher door

      If you have Kitchen Appliance Cover and your dishwasher is covered, please call us on 
      0800 294 9650*.
      My dishwasher
      keeps filling with
      water when switched off
      If you can, turn the isolation tap to the dishwasher off (the isolation tap is usually under the kitchen sink), then, if you have Kitchen Appliance Cover and your dishwasher is covered, please call us0800 294 9650*

      *Calls may be recorded and/or monitored for quality assurance and compliance purposes.


    • View More: British Gas Dishwasher troubleshooting
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  • Ovens, grills and hobs: troubleshooting

    • Problems you can try fixing
      ProblemWhat to do
      My gas cooker is faulty

      Check your user manual or manufacturer's website first - you may be able to identify and fix the problem using information from these.

      Check that the gas and (if relevant) electricity to the appliance is on - it can easily get switched off accidentally.

      Check the hob or grill still works.

      Make sure the cooking clocks aren't set to "auto", and that you're following the correct lighting procedure.

      If there's a lid, check you're lifting it fully when you light the hob.

      Try switching the oven thermostat to full for a short while, once the burner has lit.

      Check you're not using pots and pans that are too large or heavy for the hob.

      My oven fan is unusually noisy

      Make sure the shelves and fixings are correctly positioned, incorrectly located shelves will rattle when the oven fan is running.

      My oven is venting steam

      This is completely normal for both gas and electric ovens - cookers do this to release internal air pressure.

      My gas grill is faulty

      Check the gas or electricity supply is turned on - it's surprising how easily it can be accidentally turned off.

      If it's an electric grill, the problem could be a blown fuse - check your fusebox, see British Gas advice on fuse boxes.

      Problems you need an engineer for
      ProblemWhat to do
      My oven is cooking too quickly or slowly

      If the temperature is different to the setting on your oven or food isn't cooking properly, please call us on 0800 294 9650.*

      The light inside my oven
      isn't working

      Turn off the electricity to the oven at your fuse box or consumer unit.

      It may be a problem with the bulb - check your user manual to see how to change the bulb.

      If just this appliance is affected and the appliance is covered on your Kitchen Appliance Cover, please call us on 0800 294 9650.*

      If other appliances are affected, see British Gas advice on electric wiring.


      * Calls may be monitored and/or recorded for quality assurance and compliance purposes.


    • View More: British Gas Ovens, grills and hobs: troubleshooting
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  • Microwave troubleshooting

    • Problems you can try fixing
      ProblemWhat to do
      The light inside my microwave isn't working

      Turn off the electricity to the appliance at your fuse box or consumer unit.

      Check your user manual to see how to change the bulb. If you need to remove the microwave casing to change the bulb, you must not proceed.

      The turntable on my microwave is faulty or noisy.

      Make sure the turntable is fitted correctly, with nothing to stop it turning properly.

      Check the items you place on the turntable aren't too large.

      The inside of my microwave has become discoloured

      This is perfectly normal and is caused by cooking fluids and steam.

      Clean your microwave regularly to reduce the signs of wear and tear.

      My microwave is more noisy than normal

      Make sure it's not resting against a wall or another appliance - this can make natural vibrations noisier.

      There's steam coming from my microwave and staining it

      This is totally normal - the appliance has to vent the heat it generates.

      Clean your microwave to reduce the signs of wear and tear.

      There's condensation on the inside of my microwave

      Make sure your food is covered when cooking in the microwave.

      Problems you need an engineer for
      ProblemWhat to do
      There's a burning smell coming from my microwave

      Turn the appliance off and please call us immediately on 0800 294 9650.*

      Check for any spillages inside that could be burning.

      If it's safe to do so, unplug the microwave and don't use or touch it.

      I can see sparking and flashing inside my microwave

      Make sure you're using microwave-proof containers - don't use tin foil or cutlery with gold rims.

      Check the microwave is clean inside - burnt food can cause sparking and flashing.

      If the problem continues, please call us immediately on 0800 294 9560.*

      My microwave keeps blowing a fuse or tripping the circuit breaker

      If you think it's a faulty socket, see British Gas advice on electric wiring.

      If you think the microwave is faulty, and it's covered on your Kitchen Appliance Cover, please call us on 0800 294 9560.* We recommend you do not use until it has been checked by a qualified engineer.

      The controls on the front of my microwave are faulty
      or
      There's a problem with my microwave door

      If your microwave is covered by British Gas under Kitchen Appliance Cover, book a callout on 
      0800 294 9650.*


      * Calls may be monitored and/or recorded for quality assurance and compliance purposes.


    • View More: British Gas Microwave troubleshooting
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  • What to do if your Central Heating & Hot Water isn't Working

  • How to Maintain your Central Heating System - British Gas

  • How to Check your Water Pressure

  • How to Thaw a Frozen Condensate Pipe

  • How To Bleed A Radiator - How To Guide from British Gas

  • British Gas Twitter Page

  • British Gas Facebook Page

    • As part of the Centrica Group, British Gas provides gas, electricity and home repair services to millions of customers in England, Scotland and Wales and. In fact, we are proud to be the nation's leading energy supplier.

      But we are committed far beyond simply lighting and heating your homes – here at British Gas we aim to look after your world. From providing the best value energy to offering the highest quality services while ensuring that we take care of our planet, our vision is clear and stays with us every step of the way.
    • View More: British Gas British Gas Facebook Page
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  • British Gas Emergency Number - Gas Emergency Services

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