FAQs and troubleshooting

pump-assist-faq

As experts in our field we have an in depth knowledge of the typical problems that may arise due to incorrect installation or we can offer advice on any product queries you might have.

  • Download Stuart Turner Product Installation Manuals
  • Scroll down the page for a general guide to the most frequently asked questions
  • However, please refer to the product installation manual where possible.  
  • Contact  PumpAssist for more specific assistance
  • Telephone +44 (0) 800 31 969 80  - Free phone number (calls originating in the UK and ROI)
  • E-mail: info@stpumps.co.uk


For a general guide, scroll down the page for the most frequently asked questions. However, for accuracy please refer to the product installation manual where possible.


Whole House and Shower Boosting Pumps

Mains Boost Pump

Macerators and Lifting Station

Boiler Condensate Pump

Whole House and Shower Boosting Pumps

I have a pump that appears to be running but not pumping water.
This type of condition could happen for a number of reasons. Check to ensure the pump is connected the right way round. Then ensure the pump has a flooded suction and that the water supply valves are turned on.
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My Standard (positive) twin pump will not start.
Check the simple things first, make sure the fuse is sized correctly and functional, check the power is turned on and the circuit breaker is set, then check the wiring, it is easy to screw down on the insulation rather than the copper tails when connecting the wires.

A minimum flow under gravity is required for these pumps to operate, specifically:

Monsoon - 0.6 litres per minute (approx)
Monsoon extra - 0.6 litres per minute (approx)
Showermate - 0.8 litres per minute (approx)
Showermate eco - 0.8 litres per minute (approx)
Techflo qt - 1.0 litres per minute (approx)
Techflo tp - 0.8 litres per minute (approx)

These figure are typical.

If when opening the outlet to be pumped, the flow is less than this it will not be sufficient to start the pump.
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I have a Standard (Positive) twin pump and it pulses when the shower is running.
This will probably be due to a blockage. This can be a scaled up shower head or as a result of the shower
hose collapsing, resulting in back-pressure which causes the pump to switch off and then on again once the pressure has reduced. Try running the shower with the head and then the hose removed if it's that type of shower to see if the pump will run constantly. If the pump still pulses then the filters on the shower should be checked.
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I have a Standard (positive) twin pump and it keeps running on.
If this pump has just been installed, close both isolating valves on the outlet side of the pump (or the service valves integral to the flexible hoses, if fitted) and see if the pump stops. If it does, then this indicates there must be a tap or outlet being pumped that is open to atmosphere. Check the system and find where the pump is pumping the water to.

If the pump does not stop when closing the valves, check to see if the reed switch on either end have become dislodged. Alternatively unclip each reed switch, one at a time from the brass outlet and see if this stops the pump, indicating the float is stuck up inside and needs removal and cleaning or replacement.
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I need to pump the blended water from a shower valve to a shower head. Which type of pump can I use?
You can only use a positive single pump for this type of application. If the gravity flow is below the volumes specified below then you would need to use an air switch connected to the pump (if possible).

Monsoon - 0.6 litres per minute (approx)
Monsoon extra - 0.6 litres per minute (approx)
Showermate - 0.8 litres per minute (approx)
Showermate eco - 0.8 litres per minute (approx)
Techflo qt - 1.0 litres per minute (approx)
Techflo tp - 0.8 litres per minute (approx)

These figure are typical.

The only other option is a Universal twin pump pumping into the valve. You can not use a Universal single pump as the Universal pumps need to build up pressure against a closed valve to shut down.
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We have a Universal (negative) head twin pump and the flow rate is too great. Is there any way to reduce the pressure or limit the flow?
The pressure the pump delivers the water at is directly proportional to the amount of water being used. Therefore if your problem is that the pressure is too great at the shower head, fitting  a larger shower head would increase the water flow and the pressure will be lower, but remember you will be using the water faster so your stored hot water will not last as long.  The simplest way of reducing the performance is to close the outlet isolating valves down no more than 30% on both hot and cold flows thus restricting the water flow. Never restrict the water flow on the pump supply side.
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My shower is fed through a mixer tap with the cold water coming from the mains and the hot water from a gravity-fed tank. I need a pump to boost the hot side of the system. What options can you suggest?
The best way forward here is to use a Monsoon Universal single pump, of a size to suit the shower you have. Where cold water is being supplied to the mixer valve and hot has to be delivered to the same unit, the pump has to be able to provide and maintain water pressure on the hot side so that when the valve is opened the pump senses the pressure drop and starts. For a standard medium pressure valve we would recommend the Monsoon Universal 2.0 bar single.
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What's the difference between Positive (standard) and Negative (universal) pumps?
Stuart Turner Universal pumps are designed to function under both Positive and Negative head conditions whereas our Standard pumps are only for use where an open vented Positive head condition exists.

Where a gravity flow of water is present then this is known as a Positive head condition.

However, the actual gravity flow required to operate a given pump varies, as follows:

Monsoon - 0.6 litres per minute (approx)
Monsoon extra - 0.6 litres per minute (approx)
Showermate - 0.8 litres per minute (approx)
Showermate eco - 0.8 litres per minute (approx)
Techflo qt - 1.0 litres per minute (approx)
Techflo tp - 0.8 litres per minute (approx)

These figure are typical.

 If the gravity flow available to a given pump is less than that specified above, then this is considered to be a Negative head condition. This could be due to a restrictive valve or when an outlet (tap or shower head) is above or level with the cold water storage tank.

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My Universal pump keeps turning on and off on its own. How can I fix this?
Check for any visible leaks in the system.  Check the tap washers and pipe joints etc. If there are no visible signs of leaks in the system, you will have to shut both hot and cold isolation valves on the outlet side of the pump. You will have isolation valves on the flexible outlet hoses or local to the pump on the system. If the pump continues to cycle when both valves are shut, then the NRV's (non return valves) are leaking.
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 I need to get my pump serviced can you suggest a local engineer?
Search for an approved service engineer in your area using the service engineer finder on our web site or call our PumpAssist helpline.

Alternatively, if you are in a position to disconnect the pump and return it to us then we can carry out a full service of the pump in our facility, call our PumpAssist helpline for a quotation.
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My pump seems noisy, is there anything I can do to reduce the noise?
As per our instructions ensure the anti-vibration feet are fitted. Ensure all pipe work to and from the pump is independently supported and that flexible hoses have only minimal bends. Ensure that the pump is located on a stable platform.
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My pump has 'run-dry protection' which has cut in, how do I restart it?
To reset the dry run protection, switch off the electricity supply for 10 seconds and then switch it on again. This process will reset the control circuit, returning it to normal operation once again. Now open and close the taps, purging the system of air and allowing the pump to switch off normally.
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My pump keeps "humming", what is wrong?
This is a sign of the pump being jammed or stuck, stopping the free rotation when required or alternatively this could be as a result of an electrical issue.

This could be as a result of infrequent use in a hard water area for instance where the seals or other moving parts can become stuck. You will probably need a qualified service engineer to sort this problem, call our
PumpAssist helpline for further assistance.
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My pump is leaking, how can I solve the problem?
Turn off the isolating valves on both the suction and delivery side of the pump. Then contact PumpAssist to arrange a service visit if the pump is within guarantee, or for further help and advice.
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Flomate Mains Boost Pump

Does the pump comply with water authority standards?
Yes, it is WRAS approved and fully compliant! However in accordance with WRAS regulations a double check valve must be fitted before any appliance to avoid any backward contamination.
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Does the pump need a minimum flow rate before the pump will start?
Yes. The pump activates when an unassisted flow of at least 0.6 litre per minute exists.
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How much extra pressure and flow can I expect?

Flomate will deliver up to a maximum of 12 litres per minute (in accordance with current UK water regulations) and will provide a minimum of 1.5 bar on top of the existing incoming mains water pressure.

Flomate Mains Boost Extra systems will boost incoming water pressure to 3 bar and 16 litres/min for up to 40 minutes at a time (depending on model selected - see product specifications for guidance).


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Can the pump be used with an unvented system?
Yes

Flomate extra models are suitable for use with unvented cylinders and can provide a compact and effective solution if the mains water supply to the cylinder is inadequate.

Most manufactures of unvented cylinders recommend a minimum water supply input of 1.5 bar and 20 litres per min to give an adequate supply when more than one outlet is used. In such circumstances and to meet these specific requirements, the Flomate extra 200 & 300 units would be most suitable.

The smaller Flomate extra 60/80/100 units do not meet the recommended minimum flow but if there is a poor mains supply, they may provide a sufficiently improved performance where space is limited.

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My pump will not start?
This could be for a number of reasons.

  • Check that all stopcocks are fully open.
  • Check that the flow of water available to the pump is at least 0.6 litre per minute.
  • Check that the supply cord has been secured via the exposed conductor and not via the insulation.

Please refer to the installation manual supplied with the pump for more information.
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My pump starts intermittently or continues to run when all pumped outlets are closed?
This could be either a pump or system issue. To diagnose where the problem lies shut down the outlet isolation valve.

If the pump stops then there is a problem with the system, this could be a leaking tap or a leak in the pipe joints for example.

If the pump continues to run or start intermittently then there is a problem with the pump. Contact PumpAssist on 0844 98 000 97.
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Macerators and Lifting Stations

Are there any building regulations to consider before installing an additional bathroom or utility room?
Yes. Building regs allow a macerator to be installed where there is already access to a WC, so if your property has a toilet then you will be O.K. However you will need to comply with Electrical regulations if running new appliance cable within a kitchen or bathroom.
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Can I put anything in the WC, will anything block the unit?
It is designed to work just like a WC, so it will remove WC waste and water. But as is the case with a standard WC, items such as sanitary towels and condoms could block or jam the unit.
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Can I fit an WC2 or WC3 macerator below the toilet, under the floorboards perhaps?
No. The units must be fitted directly behind the WC. Please refer to the installation guide.
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Is it noisy?
No, the wasteflo range operates at less than 60 dB, which is no noisier than the noise produced when flushing a toilet. Their low noise levels mean they can be located anywhere. Please refer to the installation guide for installation recommendations.
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Will I need inlet adaptors to connect pipe work to the unit?
No, each unit comes with inlet adaptors included.
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How far from the soil pipe can they be located?
The WC2 and WC3 macerators can pump up to 52 horizontally and 5m vertically. The WC2 or LS5 lifting station will pump 72m horizontally and 7m vertically. Remember you must pump vertically and then horizontally. Please refer to the installation guide for further details.
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What is the pipe diameter required to remove waste?
The Wasteflo WC1, WC2 and WC3 macerators feature an outlet adaptor which can easily be configured for use with either 22mm, 28mm or 32mm diameter waste pipe.

Note though that the use of 32mm diameter pipe wil maximise the vertical and horizontal distances that these products can pump waste.

The Wasteflo LS5 Lifting Station requires the use of 32mm diameter waste pipe and this should not be reduced.

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Can I connect a WC Pan to the Lifting Station?
No. This is purely a lifting station NOT a Macerator.
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Can I use the LS5 lifting station with a washing machine or dishwasher?
Yes. The LS5 is designed to withstand maximum water temperatures of 70°C through the top inlets. Washing machines and dishwashers MUST be connected to the top inlets. Please refer to the installation guide.
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Can I use the LS5 lifting station with a sink and waste disposal unit?
Yes. It is recommended that no small solid food waste such as fruit pips are introduced into the lifting station as these will cause the unit to jam and may cause damage.
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What can I use to clean or disinfect the unit?
The Stuart Turner Wasteflo range doesn't require specialised disinfectants or harsh chemicals. Standard cleaning materials such as bleach or household disinfectants can be used.
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Are they easy to clean and maintain?
Yes. These units DO NOT require any special cleaning regime or regular maintenance.
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The pump isn't working, what should I check?
In the unlikely event of a pump failure check the following:

  • Power Supply - Ensure power is supplied to pump.
  • Hi Level Safety Switch - Ensure hi level safety switch has not operated. If it has, check pump performance is suited to incoming flow rate.
  • Inlet Pipe - Check pipe is not blocked with debris or kinked.
  • Outlet Pipe - Check pipe and outlet barb are not blocked with debris or kinked. Reservoir - Check reservoir is not blocked with debris.

Note: Fault conditions should be checked by a competent person. If these checks do not resolve the problem please contact PumpAssist for further assistance.
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Do I need to clean or maintain the pump and how?
The pump reservoir can be easily removed for cleaning purposes by undoing the screw located at the front of the pump, depressing the front and allowing the reservoir to be moved downwards (care should be taken as there may be water in the reservoir). The pump does not need to be removed from its fixings to clean the reservoir. The quick release outlet barb can be removed very easily by twisting and pulling out.
The pump should be flushed through with anti-bacterial wash every 12 months to avoid sludge build up in the pump reservoir.
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Can the pump be fixed to a wall?
Yes, the pump is supplied with a fixing kit and can be wall or floor mounted. It's important to ensure that it is level. A spirit level is built in to the pump's casing to aid levelling the pump. x2 screw holes can be found on the back plate of the pump for fixing to a vertical surface.
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Can the pump be located outside?
No, do not position this pump externally it is designed for installation indoors only.
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