+35319617700
FAQs & Help
Information & frequently asked questions on our boilers, parts & controls.
- Is my Touch Connect compatible with non-ideal boilers?
No, the Touch Connect is only compatible with Ideal Boilers to ensure you get the greatest efficiency out of your central heating system as possible.
- How do I know which boiler is best suited for my home?
There is a product selector tool available on our website which gives you a guide on what boiler would be best suit for your home. It asks for brief information on your home and then generates suggestions based on your input.
- Should my service sheet be filled in by the engineer after each service visit?
This certainly should be filled in, or a record of readings taken from the boiler be left on site by the gas safe registered Engineer performing the service, If we carry out your service, you can request this to be filled in if you wish but all of these details are logged on our system by the Engineer whilst he is on site.
- What are your opening hours?
Ideal Energy opening hours:
Monday – Thursday: 8:00am – 5:00pm
Friday: 8:00am – 4:00pm
Closed for lunch: 1:00pm – 2:00pm
Ideal Heating opening hours:
364 days a year
Monday – Friday: 8:00am – 6:00pm
Saturday: 8:00am – 4:00pm
Sunday: 8:00am – 12:00pm
Bank holidays: 4:00pm (closed Christmas Day)
- How can I contact you?
For boiler, boiler cylinders, heat pump, heat pump cylinders and control box customer and technical support, please contact Ideal Energy.
Ideal Energy Customer and Technical Support: +35319617700
For Halo and Halo Air customer and technical support, please contact us at Ideal Heating.
Ideal Heating Halo Customer and Technical Support: 01482 498660
- How do I install the Mobile App “Ideal Halo”?
The App is available on both the Google play store and the Apple App store.
- I’ve forgotten my password for the App
When you open the App, click on the forgotten password link and follow the onscreen instructions.
- My Geolocation is not working
Ensure your app permissions are set to enable location services at all times on your mobile device.
- My Phone keeps advising the Halo App has activated my location
This is an android driven message to advise that the app is using your location for the geolocation feature.
- On my app, What does the circle in the bottom left mean?
The round circle shows the percentage completed of the current programmed schedule.
- Can the rest of my family also control the heating?
Once you have completed the app setup, you can invite other users to control your Halo thermostat.
This is done in the settings menu under the option manage users.
- My Halo thermostat is not showing in the app after pairing
The Halo thermostat could take a few minutes to show in the app. It would be worth checking to ensure the thermostat is fully paired to the smart interface by using the 'identify' function.
- What are the Alexa Commands?
Some of the standard Alexa commands are:
Alexa, set my thermostat to 21 degrees
Alexa, make it warmer in here
Alexa, set my thermostat to OFF
Alexa, what is my room temperature?
Alexa, what is my thermostat set to?
- I have removed an invited user from my Halo App but they are still able to use their Alexa
Due to Alexa limitations, the invited user needs to remove from their Alexa device manually.
- I have multiple devices and they are all named 'Heating' on my Google Home hub
Using the Halo App, If you go into the Halo options in the manage devices section. You can change the device name from the default name of 'heating'. This will then change on your Google Homehub.