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Latest NIBE model has known defect and no solution

richardpool · 2023-01-17T16:04:18Z

Just a heads up to anyone considering, the latest Nibe ASHP has a huge defect which means it's repeatedly shuts down and stops working. Nibe are aware of this issue, but don't have any solution and we have been without heating since installed on Nov 28th. This is the same model that has won awards! Customer service has been zero, literally no communication.

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Air Source Heat Pumps (ASHPs)

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HughF

(@hughf)

Honorable Member Member

Joined: 4 years ago

Posts: 489

19/01/2023 4:10 pm

Posted by: @mjr

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Posted by: @hughf

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I’d find another installer to chuck something else in, then get this installer to refund you.

That rather relies on having enough liquid money to pay the remedial installer and claim back. I'd give the original installer chance to install another brand unit first, to avoid that.

I sort of figured that this installer was a NIBE only installer, as he’s complaining about unit availability. I agreed though, it would be best if he just installed something else. It’s not like there is a shortage of other brands.

Off grid on the isle of purbeck
2.4kW solar, 15kWh Seplos Mason, Outback power systems 3kW inverter/charger, solid fuel heating with air/air for shoulder months, 10 acres of heathland/woods.

My wife’s house: 1946 3 bed end of terrace in Somerset, ASHP with rads + UFH, triple glazed, retrofit IWI in troublesome rooms, small rear extension.

👍

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will_a

(@will_a)

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21/01/2023 8:49 pm

Hi, new user and potential future NIBE ASHP owner here - maybe not now that I've seen your posts, richardpool. Sorry to hear of the trouble you've had but thanks for posting - please do keep us updated with any developments, particularly if NIBE's position changes.

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Mars

(@editor)

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21/01/2023 9:58 pm

@will_a, I’ve been in touch with NIBE and they claim to have identified the batch of defective units, so they’re not being installed. Could still be a consideration for you.

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Derek M

(@derek-m)

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21/01/2023 10:38 pm

Posted by: @editor

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@will_a, I’ve been in touch with NIBE and they claim to have identified the batch of defective units, so they’re not being installed. Could still be a consideration for you.

But did they state how many had been installed, and what they are doing about it?

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richardpool

(@richardpool)

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Posts: 14

Topic starter 21/01/2023 10:48 pm

@will_a - Still not sorted. Told there’s a part on the way but no date for fixing it. No support from Nibe. Can’t go home with weather at the moment so camping out. Temperature is below freezing overnight. Had an apology from the MD this week, which warmed the house……..!!!

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will_a

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21/01/2023 11:49 pm

Posted by: @editor

↑

@will_a, I’ve been in touch with NIBE and they claim to have identified the batch of defective units, so they’re not being installed. Could still be a consideration for you.

Ah that's interesting. Options still open for now, then as it does look like good on paper..

A couple of weeks from putting an order in I reckon, so will be watching this thread with keen interest!

Thanks all.

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Mars

(@editor)

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22/01/2023 9:52 am

Posted by: @richardpool

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@will_a - Still not sorted. Told there’s a part on the way but no date for fixing it. No support from Nibe. Can’t go home with weather at the moment so camping out. Temperature is below freezing overnight. Had an apology from the MD this week, which warmed the house……..!!!

Did NIBE give you any timelines?

What I’m most surprised about is that it was supposedly a batch of units with a faulty inverter - why have NIBE not sent you a working unit to replace your faulty unit? Surely they must have working units in the country.

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Mars

(@editor)

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22/01/2023 9:54 am

Posted by: @will_a

↑

Posted by: @editor

↑

@will_a, I’ve been in touch with NIBE and they claim to have identified the batch of defective units, so they’re not being installed. Could still be a consideration for you.

Ah that's interesting. Options still open for now, then as it does look like good on paper..

A couple of weeks from putting an order in I reckon, so will be watching this thread with keen interest!

Thanks all.

If you proceed, the advice I’d give is to get a serial number for the heat pump from the installer, and phone NIBE to verify that it’s not one of the defective units.

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Mars

(@editor)

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06/02/2023 4:01 pm

@richardpool, any updates on your situation?

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richardpool

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Topic starter 06/02/2023 4:06 pm

Hi All,

Update on situation. Fix has been applied. Seems to be OK and hasn't tripped out since installation. It still took me numerous phone calls to get it sorted. I'm now in discussion on compensation from manufacturer, given the huge disruption (no heating!!!) over Christmas and NY, plus the panel radiators bought, running costs etc etc.

Thanks for all the support from this board. I hope this doesn't put others off from moving towards green solutions.

👍

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mjr

(@mjr)

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06/02/2023 4:20 pm

@richardpool Thanks for the update. So, a rogue batch. What was the fix?

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kings

(@kings)

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Posts: 5

08/12/2025 1:37 pm

@editor hi there, im Kings - interesting reading your forum form a few years back - wish I spotted this earlier! I have the same system - same problems - we are coming up to year 3. without fail every November when temp drops the outside unit stops, Nibe come out, spend around a month every time to diagnose, order parts, and get the unit up and running. we have been left in back up mode for on average a month and a half every Dec/Jan. I have been experiencing the same issues when contacting Nibe with terrible customer service, no follow up, and no response to my emails to seek compensation for now amusing 3k in increase electricity. Im very close to ripping the system out and reinstating the original oil boiler. any contact details or tips ?

🤔

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