TROUBLESHOOT
The pump will not start
Stop · Do this now, before anything else
Medical emergency
Call 1669If anyone has been shocked, has collapsed, or is not right: call 1669 now — Thailand's national emergency medical line. Free, 24 hours.
- 1
Do not get into the water, and do not touch anyone who is in it or touching the equipment.
- 2
Cut the power at the main consumer unit — only if it is dry and you can reach it safely.
- 3
Even with the power off, do not get into the water and do not pull them out with your hands. Stand on dry ground and reach them with a dry non-conductive pole, a shepherd's crook or a rope — a pool light or a separate pump can sit on a different circuit from the main unit, so a dead main is not a dead pool.
- 4
If you cannot cut the power and somebody is still in the water: call 1669 now, and reach them from dry ground with a dry non-conductive pole, a shepherd's crook or a rope. Never with your hands.
- 5
Once they are out and on dry ground, keep everyone and every pet away from the pool, the pump, the control box, the cable and any standing water.
- 6
Nobody goes back in until an electrician has checked the installation.
Then contact us
We do not have an after-hours line. The team answers the phone and reads LINE Monday to Friday, 08:30–17:30. If it is outside those hours, leave a LINE message anyway, with a photo and this page's link — you will be first in the queue on the next working day. What matters right now is the list above, and you can do all of it without us.
Mon–Fri 08:30–17:30 ICT
The pool stays out of use, and the equipment stays off, until an electrician has checked it and said it is safe.
Result
Water and live electricity — do not get into the water
This one is a technician's job
High confidence — the answers you gave point clearly at this one cause.
A plant room is a wet place by design, but standing water on a control box or a cable lying in water is a different matter. The pump, the box, the wet floor around them — and the pool water itself, tied to all of it through the bonding — can be live without anything having tripped to warn you. The people in the water are at risk before the person standing next to the pump is.
We stop here because the next step needs an instrument, or carries a risk not worth taking on. Handing this to a technician is the correct answer to these symptoms — not a cop-out.
Once everyone is safe
- 1
Once everyone is out and on dry ground, photograph it from a safe distance: where the water is coming from — a leaking union, rain blowing in, a blocked drain. Do not step closer to get a better picture.
- 2
If the RCD has tripped as well, do not raise it, and tell us when you get in touch — it is a different level of urgency.
- 3
Send the photo and this page's link on LINE — or phone, if it is inside office hours. The link tells us what you found, so the visit is planned as electrical work from the start.
- 4
Do not run the pump and do not use the pool until an electrician has checked it and said it is safe — even after everything has dried out. Dry does not mean the insulation came back.
Send us this position on LINEThe link tells us every answer you have given, so nothing has to be repeated.
STILL NEED HELP
Still not fixed?
Search the whole support centre, or talk to our team. We answer the phone and LINE in working hours, and we can come out to the pool.
Mon–Fri 08:30–17:30 ICT · LINE @jdpools