Check a Care Plan warning

If you have a Mixergy Care Plan, your connected tank sends information that can help identify unusual behaviour. You may receive a report or warning when the data shows something worth checking.

A warning does not always mean a part has failed. A temporary internet problem, a dripping tap, a setting or normal heating behaviour can also trigger one. Start with the safety check, then follow the section that matches the warning.

Is there an urgent safety problem?

Get help straight away if you can see water leaking, smell burning, hear unusual electrical noises or see water flowing continuously through the tundish.

The tundish is a small fitting in the pipework near the tank that lets you see water being discharged.

Do not remove covers, touch wiring, change valves or repair pipework. If you rent, contact your landlord or housing provider. Homeowners should contact a suitably qualified installer. For smoke, fire or immediate danger, leave the area and call the emergency services.

If it is safe, get these details ready

If there is no safety concern, keep the tank switched on and connected so Mixergy can receive information. Have the following ready:

• The Care Plan warning or report.
• The MX number from the product label.
• A screenshot of any message.
• Details of when the problem started.

The MX number begins with MX followed by six numbers.

1. Check the connection if the warning mentions being offline

The Care Plan needs regular information from the tank. Look at the Wi-Fi symbol on the gauge, which is the slim black panel with lights and buttons on the tank.

• Blue means the tank is online.
• White means it has power but is offline.
• No symbol can mean the tank has no power or the gauge is in standby.

The current Care Plan and Care Plan Plus terms require the tank to be connected for at least 300 days each year and not disconnected for 28 consecutive days or more.

If the warning is about connection time, check that your broadband router has power and the internet works on another device. If you recently changed the router or broadband details, follow Reconnect your tank after changing broadband or router. Keep the tank online afterwards so new readings can reach Mixergy.

2. Choose the section that matches your warning

Leak or high energy use

Use this section if the warning mentions a leak, heat loss or high energy use. A dripping hot tap or a water leak can make the tank use more energy. Some homes also have a secondary return pump: this circulates hot water around the pipework and can lose heat if it runs for too long.

You can safely:

• Check visible hot taps for drips.
• Look around the tank and visible pipework for water.
• Check whether water flows continuously through the tundish.
• Note when the warning appears and whether it repeats.

If the home has a secondary return pump, ask the installer to check its controls. Do not tighten fittings or operate safety valves.

Electric heating issue

The report may show a delay between a request for heat and the tank using electricity, less hot water than expected or lower power use than expected.

1. Check that the tank and its normal visible power switch are on.
2. If there is no safety concern and you need more hot water, press the up button on the tank’s gauge to raise the requested level above the red lights. This requests a Boost.
3. Green lights show the extra water requested; it may be waiting to heat or heating. As that water becomes ready, those lights turn red. Allow time for heating rather than pressing Boost repeatedly.
4. If heating does not progress, note any message after selecting your tank in the app, or the colour and flashing pattern of the controller’s status light. The controller is the box on the tank, separate from the gauge.

A thermostat controls the water temperature. A qualified person must check or reset it. Do not open the controller or the immersion-heater cover.

A third-party solar diverter sends spare electricity from solar panels to the tank through a compatible Mixergy PV Switch. Mixergy may show heating without recording that electricity. A missing energy reading alone does not prove the heater has failed. Tell the installer which equipment is fitted.

Boiler or heat-pump heating issue

The report may show heating that starts late, does not start or takes longer than expected.

1. Check that the boiler or heat pump has power.
2. Look for a fault or waiting message on its own display.
3. If you have the app, select your tank, open the top-right menu and select Heat Source. Note the selection and tell the installer. Leave the installer’s setting unchanged if you are unsure.
4. If it is safe and you need more water, request a Boost with the up button on the gauge. Green lights show the extra amount requested. A boiler or heat pump may wait for its own controls before heating; record any waiting message.
5. Record what both the Mixergy and heating-system displays show.

Ask the installer to check the setup if the problem continues. Do not change advanced boiler or heat-pump controls yourself.

3. Check whether hot water is working now

If the tank is heating again and you have hot water, note what changed and watch the next few normal uses. If only the connection was lost, restore it for remote monitoring. If water is still not heating or the same warning returns, use the contact route below.

If the problem continues, collect the details below before contacting someone.

What information should you provide?

• The exact warning wording.
• The MX number and product model.
• A screenshot of the app or report.
• The colour and pattern of any controller status light.
• Whether Boost works.
• The heat source used by the tank.
• When the problem started and how often it happens.

Who should you contact?

If you rent, contact your landlord or housing provider first and share the report.

If you own the home, contact the original installer for a continuing heating or plumbing problem. For help understanding the Care Plan report, email customer.care@mixergy.co.uk. For a possible covered component, call Mixergy on 01865 595 875, weekdays 09:00–17:00.

Do I still need safety checks with a Care Plan?

Yes. Remote information does not replace every safety or maintenance responsibility. Check the terms for your product and plan.

Related guides

Manage your Mixergy Care Plan

For connection problems after a broadband or router change: Reconnect your tank after changing broadband or router.

For a heating request that does not progress: Boost not working.

Maintain your tank

Common questions

Does a Care Plan warning mean the tank has failed?

No. It means the data has found a pattern worth checking. The cause can be a connection problem, a setting, normal behaviour or a fault.

Can Mixergy check the tank while it is offline?

Remote checks need the tank to be online and sending data. Reconnect it first where possible.

Should I keep using Boost to test it?

No. One test is enough. Repeated Boosts can make the behaviour harder to understand and heat more water than you need.

Should I reset the thermostat myself?

No. Do not remove electrical covers. Ask a competent installer to check the thermostat and immersion heater.

Why does the report show no power while solar is heating?

Some third-party solar-diverter setups are not measured in the same way by the app. Tell the installer which diverter and PV Switch are fitted.