How do I identify which Billi model I have?
To identify your Billi model, check the silver plaque inside your unit’s case, near the filter. This plaque contains both the model and serial number, essential for troubleshooting or booking a service. The plaque may be positioned on the left or right, depending on the model.
Why do I need my unit’s serial number when booking a service call?
Your unit’s serial number allows us to access its history and ensure technicians service the correct unit, especially at multiple-unit sites. This also helps our team bring relevant parts and check past service details for a smoother process. Request service & support online.
What will you accept as proof of purchase or proof of installation?
We accept the following;
- Letter of occupancy or occupancy certificate
- Serial number
- Copy of purchase order
- Proof of purchase from a 3rd party
How do I change my filter?
Changing your filter is simple. Follow the step-by-step instructions in your user manual, or use the instructions included with any new filter purchase. Additionally, watch our How-To videos for visual guidance. It’s a straightforward process to maintain water quality and undercounter system efficiency.
Why do I have to change my filter every 6 months if we rarely use our Billi unit?
Filters accumulate organic matter over time, even with infrequent use. To prevent biofilm growth and maintain optimal filtration, Billi recommends replacing filters every 6 months. Local water quality can also affect how often your filter should be changed.
Why have I been charged for a filter when my unit is under warranty?
Filters are classified as consumable items and are not covered by the system warranty. Since water quality can vary, filter replacements are necessary every 6 months for maintaining performance, and this falls outside the standard warranty coverage.
Where can I buy replacement filters or CO2 bottles?
You can purchase replacement filters and CO2 bottles directly from the Billi UK e-shop. Each item has a part number printed on the product, and you can use the QR code on your filter to easily find and reorder the right replacement parts.
How do I change a CO2 bottle?
Instructions for changing the CO2 bottle are included in your user manual or with the new bottle. You can also watch our instructional How-To videos for a simple guide on how to replace it. Remember to check the gauge to ensure proper installation.
Do you sell larger bottles of CO2, or can I buy them from another supplier?
Currently, we don’t offer larger CO2 bottles. While third-party CO2 bottles may be available, we advise against using them as they may not be compatible with Billi undercounter systems, potentially voiding your warranty.
How do I troubleshoot common issues with my Billi tap?
If your tap isn’t working, first check that the water supply is on. For flashing green lights, press both levers, reset the power, and see if the lights change. If issues persist or other lights flash, note the fault code and request service & support. We can provide further assistance or arrange a service if needed.
How to reset my Billi tap?
Turn off the power at the wall switch, wait 30 seconds, and then turn it back on. This often resolves minor issues, such as flashing lights. If the problem continues, request service & support, and please note any fault codes that appear.
Can I repair the unit myself?
We don’t recommend attempting repairs unless you’re a trained technician. Billi systems are complex, and incorrect repairs can cause damage or injury. If you notice a fault, such as flashing lights, please request service & support and note down any fault codes.
Why is my Billi tap not dispensing boiling water?
If the red light isn’t flashing, the boiling function may have been deactivated. To fix this, hold down both levers and the safety switch for three seconds. Once the red light appears or the safety lock is set, release the switches and the boiling function should be restored.
Why is my sparkling water not dispensing?
This is likely due to the CO2 canister running out. Check the gauge on top of the CO2 bottle — if it’s close to zero, the canister needs replacing. You can purchase a replacement from the Billi UK e-shop, noting that the part number is printed on your existing canister.
How do I clean my Billi tap?
To clean your Billi tap, use a soft, damp cloth with mild detergent or a non-abrasive cleaner. Avoid harsh chemicals or scouring pads, as they may damage the surface. Regular cleaning helps maintain the sleek look of your tap and keeps it hygienic for daily use.
Does my Billi system require ventilation?
No. Billi’s undercounter systems incorporate space-saving and thermodynamic heat exchange technology. This makes them ideal for corporate offices where space is at a premium, as they fit seamlessly underneath the counter and eliminate the need for ventilation grills on your cupboard doors.
Can I install a Billi system myself?
For safety and optimal performance, Billi systems should be installed by a qualified plumber or technician. Professional installation ensures that your system meets all plumbing standards and functions efficiently. Self-installation can lead to incorrect setup, which may affect the system’s performance and void the warranty.
How quickly can a technician be sent?
Service availability depends on the current demand in your area. For the most accurate ETA, please contact our customer service team at 020 7456 6789. They’ll provide the latest information and work to book a technician at the earliest availability.
Is there anything else I can do before you send a technician?
Yes, you can try basic troubleshooting first. Ensure the water supply is turned on, check for flashing lights on the tap, and reset the unit by turning off the power for 30 seconds. If these steps don’t resolve the issue, request service & support with the unit’s fault codes for further advice.
Do you offer service plans?
Yes, we offer Billi Service Plans designed to keep your system in the best condition. Our plans include regular filter changes and health checks. With a Silver, Gold or Combi Plan, our trained technicians will visit at scheduled intervals, prolonging the life of your unit and providing peace of mind.
What is the warranty on my Billi unit?
All our units have a two-year warranty. If your unit was installed within a year of purchase, the warranty starts from the installation date.
How long does a Billi system last?
Billi systems are built to last, however this is dependent on proper care. Regular filter changes, servicing, and appropriate installation will maximise the unit’s lifespan. Factors such as water quality and frequency of use can affect wear and tear, so consistent maintenance is key.
What does the moon and star icon mean on a Billi system?
The moon and star icon indicates that your system is in Standby mode, designed to save energy when not in use. You can adjust or deactivate this mode by following the instructions in your manual, or by pressing both levers and the safety switch for three seconds.
What is the lightning bolt on my Billi tap?
The green lightning bolt shows that the energy-saving time switch is activated. This feature allows the unit to automatically power on and off at set times. You can customise these settings in your unit’s control panel to match your usage patterns.
What do the flashing lights mean on my Billi tap?
Solid green lights indicate the filter is overdue for replacement. Flashing lights often signal a fault in the system. Press both levers to check the light sequence, reset the power, and see if the issue resolves. If the problem persists, request service & support with the fault code for further assistance.
What are the benefits of using filtered water from a Billi system?
Filtered water from a Billi system is free from common contaminants like chlorine, sediment, and odours, enhancing the taste and quality of the water. You’ll enjoy instant access to filtered boiling, chilled, sparkling, or ambient water, which promotes better hydration and reduces the need for bottled water.
What should my Billi sparkling regulator be set at?
We recommend setting the CO2 regulator at no higher than 5 bar. Most users find that 4 bar provides an ideal carbonation level for sparkling water. Adjust the pressure based on your personal preference, but exceeding 5 bar may affect performance.
What is the recommended temperature setting for my Billi Sparkling unit?
The optimal temperature for your Billi sparkling water system is between 5 and 6 on the thermostat dial. This ensures your sparkling water is chilled to the perfect level while maintaining energy efficiency.
Can I customise the temperature settings for my boiling water?
Yes, you can adjust the temperature settings of the boiling water to suit your preferences. This flexibility ensures that you can set the boiling water temperature exactly to your liking, whether for tea, coffee, or cooking. The control panel on your unit makes customisation easy.
How do I dispose of my empty CO2 canister?
Disposal guidelines vary by location, so it’s best to check with your local governing body for specific requirements. In general, many areas have designated disposal or recycling programs for CO2 canisters, so be sure to follow those regulations.
How does Billi support sustainability?
Billi’s undercounter systems incorporate eco technologies such as thermodynamic heat exchange and standby modes, which eliminates the need for cutout joinery in your cupboard, and reduces energy consumption. Our units also incorporate space-saving elements, ideal for corporate offices where the need for space is at a premium. Learn more about our Sustainability Commitments.
What is the energy consumption of a Billi system?
Billi systems are highly energy efficient, featuring heat exchange technology and intelligent standby modes that reduce power usage. The exact energy consumption varies by model, but all units are designed to minimise their environmental impact while providing instant access to filtered water.
Does a Billi system reduce plastic waste?
Yes, using a Billi system can significantly reduce plastic waste by eliminating the need for bottled water. With access to filtered boiling, chilled, sparkling, or ambient water on demand, there’s no need for single-use plastic bottles. This eco-friendly option promotes sustainability and reduces your environmental footprint.
