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Acond heat pump failed after four years - diagnostic quote £940 plus VAT

Mia · 2026-08-02T16:36:37Z

Our Acond heat pump fitted in 2022 by Thermal Earth stopped working in May; as the weather was warm and the immersion heater kicked in automatically it took me a while to realise. Thermal Earth advise they will charge £575 callout plus VAT and additionally £365.85 mileage plus VAT; this will be payable even if the pump cannot be fixed. They have advised that the warranty is completely void because the previous occupant only had the pump serviced in 2024. I was told this was because Thermal Earth refuse to allow other heat pump engineers to work on the pumps they have installed, and their servicing and mileage costs are prohibitive. I am reliably told that Thermal Earth / Acond policy is to refuse login details to other engineers, severely limiting their ability to help. A Heat Geek engineer has advised me that the problem is likely to be a circuit board or the condenser, but without permission from Thermal Earth he is unable to confirm this or repair the unit. I completed a hard reset on Thermal Earth's advice, which did not help. I will attach the error message I initially got when trying to log in to the heat pump. Given all the circumstances, I question whether trying to save the heat pump is a sensible option. I understand the likely cost of repair will be between £2,000 - £6,000, after which the pump will still have no warranty. Purchasing a second heat pump without a grant is not possible, so a gas boiler may be the only option (a shame when we have solar panels and a battery). I would welcome thoughts on any way to move forward.

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Air Source Heat Pumps (ASHPs)

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Mia

(@mia)

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Topic starter 04/08/2026 7:24 pm

@iaack

Hi,

Unfortunately I don't have the technical ability to check this myself, but thank you for taking the time to respond.

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Mia

(@mia)

New Member Member

Joined: 2 days ago

Posts: 6

Topic starter 04/08/2026 7:35 pm

@downfield

Thank you Downfield. This sounds potentially relevant, however would this bring us up against Thermal Earth and Acond's policy of not allowing access codes to other (more affordable) heat pump engineers? If they can diagnose and fix without the access codes then this could be useful.

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