Water Heater Problems

Having a problem with your hot water?

Call our service and warranty line on 1800 676 000 and select option 1. We are open Monday to Friday 8:30 am - 5:00 pm. You can also fill in a service request form which will be sent straight to our team and they will contact you.

Below, you can also find a Trouble Shooting Guide and Maintanance Tips to help you save time and money.

Trouble Shooting guide for common water heater problems

Unable to relight Pilot Flame (Gas)

If you have an AquaMax 4 Star gas Water Heater view the instructional video on relighting your Water Heater for the correct relighting procedure 

Check your gas supply first as this is often the cause. If you are using LPG gas, check that the gas bottle is not empty or running low.

Check to ensure the gas isolation valve on the gas supply line to the water heater is open.

Is there a normal gas supply to the rest of the premises?

Try lighting another gas appliance to check if there is a normal gas supply present. If there is no gas, call the gas supplier.

If gas supply is sufficient, the pilot light may be faulty. This may be the case in older units.

If the problem continues, call AquaMAX Service on 1800 676 000 or your plumber.

 

Not enough hot water? Or no hot water at all?

Is the electricity switched on?
Check the isolating switch (typically located at the switchboard) and next to the water heater (if installed) are both turned on.

Check the fuse marked “HOT WATER” or “WATER HEATER” at the switchboard.

Check the power cord is plugged in (if applicable) and is turned on.

Is there a timer on the power supply?
If a timer has been installed on an electric water heater, ensure the settings allow sufficient time to reheat the storage tank to meet your hot water needs. Make sure that your energy tariff allows sufficient time to reheat the storage tank to meet your hot water needs

Are you using more hot water than you think?
Monitor your hot water usage and check if any outlets (especially the showers) are using more hot water than you realise. It is easy to underestimate the amount of hot water being used.
Look at these simple steps to saving hot water:

Monitor the length of time spent in the shower.

Ask your plumber to install a water saving shower head. Your plumber can also fit flow control valves to your showers, basins and sinks to reduce water usage.

Try to use cold water to wash your clothes instead of hot or warm.


Is the Temperature Pressure Relief Valve running?

It is normal for your water heater to discharge a small amount of water during the heating cycle via the relief valve.
If the relief valve is discharging too much water (more than a bucket full of water in 24 hours), please contact AquaMAX Service on 1800 676 00 or your local plumber.

Is a pilot flame present?
For Gas units, remove the front access panel and check that a pilot flame is present. If the pilot flame is not burning relight the heater. If unable to relight, check gas supply is available.

Is the thermostat setting appropriate?
Ensure the thermostat setting is appropriate. You may choose to adjust the thermostat upwards to gain additional hot water capacity.
For G390SS models, check to ensure the mixing valve setting is appropriate.
Warning: Hotter water increases the risk of scald injury.

Only cold water running from the hot water tap?

Close the hot tap, wait 10 seconds and open the hot tap again.

Check that the hot tap is open enough – the burner in a gas Continuous Flow water heater may not light at very low flow rates, try opening the hot tap further

Check the power supply to the water heater is switched on. For Continuous Flow models, check that the power supply cord is plugged in and the power outlet is switched on

Check that power is available in the house. Try using another electrical appliance

If you have a gas water heater or gas boosted solar, check that the isolation valve in the gas line is open

If you have a gas water heater or gas boosted solar, check that there is a gas supply to the rest of the house. Try lighting another gas appliance

Check that your gas water heater ignites after the tap is opened. Please note that storage heaters may not light immediately

In most homes, there is some distance between the water heater and the taps. This is what is known as a “dead leg”. When it’s not being used, the water in the line goes cold and has to be drawn through before hot water is available at the tap. Keep the hot tap open a little longer to check if this may be the cause.

If the problem continues, call AquaMAX Service on 1800 676 000 or your plumber.

No water running from the hot tap?

Check there is cold water flow from a cold water tap. If not, check the main water isolation valve to the residence is turned on
Check the isolation valve on the cold supply line to the water heater is fully open.
If the problem continues, call AquaMAX Service on 1800 676 000 or your plumber.

Water Heater appears to be leaking?

When the water heater is first lit, or after a large usage of hot water, condensation may form on and drip from the grille at the front of the water heater. During periods of heavy condensation, condensate may also form around the base of the water heater. This is quite normal, especially in winter months and the condensate will dry off as the water is heated.
The water heater will drip water during the heating cycle. It is possible for several litres a day of condensation to discharge from the unit, especially in cool conditions. This water is not from the mains supply but is condensation from the atmosphere caused by the efficient operation of the water heater.

Note: During the heating cycle it is not unusual to see water vapour clouds steaming from the flue terminal. This is normal operation.

Higher Than Expected Utility Bills

Check the following points if your gas bill is higher than expected:
Is the relief valve running excessively?
If the relief valve is discharging too much water (more than a bucket full of water in 24 hours), please contact AquaMAX Service on 1800 676 00 or your local plumber.

Is one outlet (especially the shower) using more hot water than you think?
Has your usage level increased unexpectedly?

Is there a leaking hot water pipe, dripping hot water tap, etc?
Even a small leak will waste a surprising quantity of hot water and gas.
Replace faulty tap washers and have your plumber rectify any leaks.

Has there been an increase in hot water usage?
An increase in hot water usage will result in an increase in water heater operation.

Has there been an increase in your utility rates?
Has your gas rate or electric tariff rate been increased by your gas or electric retailer since your previous bill? Check your previous bill and compare your rates and charges.

 

Simple and Cost-Effective Hot Water System Maintenance Tips

Regularly inspect your Hot Water System for cracks or wearing

Leaking Hot Water Systems result in a lot of water and a lot of money down the drain. Don’t just inspect the outside of your system as many leakages are caused by brittle pieces on the inside. Annually flush your Hot Water System to get rid of a build-up of sediment and enable you to check for interior breakages. It is advised that this annual check is carried out by a qualified plumber or AquaMAX service agent. If a faulty piece is found, get it fixed immediately as ignoring it will cost more in the long run.

Check your Pressure & Temperature Relief Valve

Your Hot Water System’s pressure and temperature relief valve is key to ensuring your Hot Water System is running smoothly and heating effectively. Inspect this part of the system regularly as doing this goes a long way in assisting you to understand any discrepancy of the valve and to change it at the earliest possible minute. A broken pressure and temperature relief valve will cause your electricity and gas bill to sky rocket as your Hot Water System will be working in overdrive.

Anode Inspection

If you have an Electric Vitreous Enamel or Gas Vitreous Enamel water heater, you should ensure you have the anode regularly inspected by a qualified plumber or an AquaMAX service agent. This can be done during your annual service or major 5 year service. Do not leave it uninspected for longer than 5 years.

Minor Six Monthly Maintenance

It is recommended minor maintenance be performed every six months by the dwelling occupant.

Warning: Exercise care when operating easing levers as water discharged from the water heater may be of a very high temperature.
Minor maintenance actions:
1. Operate easing lever on pressure temperature relief valve (refer to ‘Pressure Temperature Relief Valve’. See Owner’s Manual)
2. Operate easing lever on expansion control valve (if ECV fitted) (refer to ‘Expansion Control Valve’. See Owner’s Manual).
3. If a safety tray is installed, check to ensure the safety tray drain pipe is not blocked.

Annual Service

It is recommended an annual service be conducted on the water heater.
Servicing must be performed by a qualified person. Phone Aquamax Service or their nearest Accredited Service Agent.

Download Owner’s Guide and Installation Manuals for details of work carried out for your water heater. Click here.
Note: The water heater may need to be drained during this service and may take up to an hour to reheat the water after servicing has been completed.

Major Five (5) Year Service

It is recommended a major five (5) year service be conducted on the water heater. Servicing must be performed by a qualified person. Phone Aquamax Service or their nearest Accredited Service Agent.
Note: The five (5) year service and routine replacement of any components, such as the relief valve(s), are not included in the Aquamax warranty. A charge will be made for this work.

Download Owner’s Guide and Installation Manuals for details of work carried out for your water heater. Click here.
Note: The water heater may need to be drained during this service and may take up to an hour to reheat the water after servicing has been completed.

Going Away?

If you plan to be away from home for one or two nights, we suggest you leave the water heater switched on. However, if you plan to stay away more than a few nights, conserve energy by switching the water heater off at either the switchboard or isolating switch (if fitted).

Note: When switched back on, the water heater may take 2 - 6 hours to reheat depending upon water heater size. If electric water heater is connected to an off peak system, hot water may not be available until the following morning.


By following these Hot Water System Maintenance Tips you will not be disappointed when you come home for your long, hot shower again.

Important: Don't wait until your water heater breaks down to have it checked or replaced as this can be very costly. Instead have it serviced regularly by our AquaMAX certified service agents across the country.
Call our service and warranty line on 1800 676 000 and select option 1 to book your maintainance check. This is a worthwhile precautionary measure that will ensure your water heater continues to give you steaming hot water.