SUPPORT TOPIC
Equipment
Pumps, filters, salt systems, heaters and robots.
The pump will not startIt is nearly always power rather than a dead motor, so work through the breaker, the RCD and the timer before you assume the worst.ARTICLES
More in this topic
Ordered by what customers ask about most.
Weak flow from the returns
Read the pressure gauge first: low pressure with weak flow means a blockage before the pump, high pressure with weak flow means a blocked filter.
Backwashing the sand filter
Backwash when the gauge sits 8–10 psi above its clean reading: switch the pump off before you move the valve, then run it until the sight glass runs clear, usually two to three minutes.
The pump is unusually loud
A gravelly rattle is air in the system and you can fix it yourself; a rising whine or a grinding from the motor end is a bearing, and that needs a technician.
The salt system is showing Low Salt
Do not reach for the salt bag yet — measure the actual level first, because cold water and a scaled-up cell both make the unit read low; the number to hold is 3,000–4,000 ppm.
The heat pump is not warming the water
A heat pump works more slowly than most people expect — about 0.3 to 0.5 °C an hour — so if the water is not warming at all, check the flow, the set temperature and the airflow around the unit, in that order.
The robot cleaner will not move
Unplug the power supply first, then check three things — a twisted cable, a clogged filter basket, and debris jammed in the brushes or tracks — which covers nearly every case.
YOUR POOL
Products this applies to
If you already know which one it is, start from its own page.
IP Liner Pool
Smart-panel wall, PVC liner
iSTEEL Pool
Steel-panel structure
Cardio Pool
Exercise and lap pools
Aqua Touch
Compact pre-built pool
Filter system
Pump, filter and control box
Salt-AI system
Salt chlorinator
Heat pump
Pool heating
Robot cleaner
Automatic pool cleaner
Fastlane counter-current
Swim-against-the-current unit
SUPPORT TOPICS
Other topics
These five topics cover nearly everything customers call about.
Water quality
Cloudy or green water, pH, chlorine and balancing.
Structure and surface
Liner, tile, leaks and dropping water level.
Routine care
The weekly routine, and what the rainy season changes.
Service and warranty
Booking a technician, warranty cover, and how to prepare.
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