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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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Mars

(@editor)

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Joined: 5 years ago

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08/12/2025 3:09 pm

@kings, welcome to the forums and thank you for flagging this topic once again. I'll reach out to NIBE but before I do can you give me a few more specifics to go.

When you say the outdoor unit “stops”, what exactly is happening? Does the control panel say the unit has stopped?

Is it locking out completely, showing an error code, short-cycling or just refusing to produce heat at certain outdoor temperatures?

What flow temperatures is it trying to run at when it fails, and what are your outdoor temperatures at the time?

Also, if you can, let us know the exact NIBE model number and kW size.

Post whatever info you can... the more detail the better.

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kings

(@kings)

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08/12/2025 3:24 pm

thank you for quick reply! great to hear you guys are still active in the forum......so we have VVMS320 paired with S2125 10kw (i think). The system is saying it is operating fine, no alarms. But no heat. The outdoor fan is not engaging .

When attempting to manually push for demand with curve, temp change etc..status remains -No Demand - meaning the HP does not start.

I found a Nibe Service Engineer from the Nibe UK website and engaged him at my expense to review the original installation, which after spending a day on site trouble shooting could not fault it. He also connected with Nibe Tech department with no conclusions to why the external unit was not engaging. Nibe sent out a new PC board and display , which where replaced last week. This did not do anything.

I am still in back up mode, tripling my electricity use every day. Nibe have made an appointment with a third party engineer to diagnose the system which is not for another 10 days.

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kings

(@kings)

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08/12/2025 3:26 pm

ps! its around 10C here...

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Mars

(@editor)

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Joined: 5 years ago

Posts: 4475

08/12/2025 4:57 pm

@richardpool, in light of this issue arising again, can you please let us know what the fix was that got you back up and running, and are you still 'operational'?

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richardpool

(@richardpool)

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Topic starter 08/12/2025 5:08 pm

Interesting timing. So, it was finally fixed, 3 years ago. Faulty circuit - Nibe came out and fixed it. Not before me escalating. I can’t find it now, but I literally emailed the Global CEO. I was polite, factual and apologetic that it had come to me having to email him. Strangely, I had a response from the UK team quite quickly.

Result as of 3 years ago. Fixed system and £2k compensation, to cover the fact we had Christmas with no heating

Roll forward 3 years and the unit has started playing up. Was fine until about October, when the temperatures dropped. I’m waiting on an engineer to come out having raised it with the installers first. Sent them a picture (unit is freezing up and the lower rear side, with ice over the grill) - no defrost function seemingly. Awaiting on engineer to arrive next week. Initial suggestions ranged from not enough water in the system to flush back to defrost, to possibly gas leaked over time from the unit.

🤔

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kings

(@kings)

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08/12/2025 5:17 pm

hi @richardpool nice to meet you here, and sorry you are still having trouble with your Nibe sytem. Its reassuring that they offered you compensation , i have submitted my electricity increase which is currently amounting just over £2k and counting....my system shut down around 3 weeks ago - which also coincided with a software auto update. do you remember the name of the UK Nibe person...?

🤔

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richardpool

(@richardpool)

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Topic starter 08/12/2025 5:43 pm

@kings I don’t I’m afraid as I submitted it through my installer, as they were also seeking compensation, due additional install effort. I’m sure you would have done already, but would start with your installer.

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Mars

(@editor)

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10/12/2025 2:35 pm

So, I've flagged your issue with NIBE @kings and have received the following reply and NIBE are working on your case:

"We are aware of the issues @kings is experiencing with his NIBE S2125 system and fully understand how frustrating this has been, especially given the repeated disruptions.

Our UK technical team is working closely with our senior technical specialists in Sweden and with our Approved Service Partners who have attended site but the exact root cause in this specific case has not yet been definitively identified, which is why this is taking longer than anyone would like.

We are in direct contact with @kings and have agreed interim support measures while we complete further diagnostics and apply the upcoming software update that we have been advised should address the issue. If, after that, the problem persists, we are committed to moving to the next appropriate step to ensure a permanent resolution.

We take reliability and customer care extremely seriously and are treating this case as a priority.

NIBE Energy Systems Ltd"

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kings

(@kings)

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10/12/2025 2:58 pm

Thanks again @editor — really appreciated. NIBE UK have now been in touch directly and confirmed the case is being treated as a priority with their UK and Swedish technical teams involved. There’s a further site visit booked and they’re continuing diagnostics alongside a proposed software update. Fingers crossed it leads to a permanent fix. Really grateful for your help pushing this forward....i am still in back up mode so a little bitter sweet, but thankfully moving forward.

👍

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Mars

(@editor)

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Joined: 5 years ago

Posts: 4475

10/12/2025 3:09 pm

@kings I’m glad I could help. NIBE are taking this very seriously and I’ve already had email exchanges with several of their senior technical people in the UK, so I’m hopeful they’ll get you properly sorted soon.

In my experience dealing with the 15 big heat pump brands in the UK, NIBE are one of the few who consistently roll up their sleeves and get involved when something isn’t right, far more so than some of the other big names. So fingers crossed you’ll see some real movement now and finally get the system running as it should.

Keep us posted.

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