FREQUENTLY ASKED QUESTIONS

Do you need another cooler to meet your growing needs? Please get in contact with our team of experts and discuss your options.

Our online shop makes it easier for you to order water, offering the same great products at the click of a button. Simply activate your account and start reordering your supplies online today. If you already have an active account, click on this link to go directly to the water ordering page.

Take a look at our latest range of water coolers, with our unique Firewall® and BioCote® technology inside. Contact our team of experts now to discuss your upgrade options.

Please contact our team to order your replacement filter. If you are unsure of your model number, our team can help you to find your model number, process your order and arrange payment.

We are sorry to hear something has gone wrong with your bottled water.

If your bottled water has turned green, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your water cooler. Please read through the checks below to get your machine up and running again.

Is anything floating in the bottle?

You may find a blue valve floating in the bottle. If you do see a blue valve, the bottle is faulty and will need removing and replacing (you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage).

Are there any holes or cracks in the water bottle?

If yes, the bottle is faulty and will need removing and replacing (you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage)

Is there anything leaking from the taps?

If yes and your cooler is a bottle-fed glacier, the taps can be turned clockwise gently where the lever connects to the top of the tap. This will tighten the tap back up and, on most occasions, will stop the leak. If your cooler is not a bottle-fed glacier the machine will need to be isolated using the steps below.

Is the drip tray full?

If yes, gently remove the drip tray and empty it into the nearest sink, being careful to not spill any water.

Isolating a Bottled Machine

1. Remove the bottle of water. (If the blue valve is floating in the bottle you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage).
2. Drain the taps until the internal tank is empty (open the taps as if you were dispensing cups of water until nothing else will come out).
3. Switch the machine off at the plug until the engineer arrives.

If you’ve followed these steps and are still experiencing issues, please get in touch with our team for help from one of our experts.

We are sorry to hear something has gone wrong with your water cooler. Please read through the checks below to get your machine up and running again.

Initial Checks:

1. Double-check that the machine is plugged in and switched on.
2. Check that the machine has not been overused. The machine may need time to re-chill if it has a high usage volume.

If the above hasn’t resolved the issue, the following steps can be undertaken:

1. Switch the power off at the wall and safely remove the plug.
2. You will then need to disconnect the power lead located at the bottom of the unit (usually found on the bottom left-hand side).
3. Reconnect all leads and ensure that the power lead at the back of the unit is firmly in place as this can sometimes come loose.
4. Leave the cooler for 30-45 minutes for the tank to re-chill.

If you’ve followed these steps and are still experiencing issues, please get in touch with our team for help from one of our experts.

We are sorry to hear something has gone wrong with your water cooler. Please read through the checks below to get your machine up and running again.

1. Remove the bottle. Before removing, check that the blue valve on the bottle is not floating in the water. If it is, you will need 2 people to remove the bottle, 1 person to lift the bottle and the other to place their hand underneath the bottle as it is lifted to ensure minimum leakage.
2. Once the bottle is removed, dry it around the neck of the machine with a cloth or towel to rid of any excess water.
3. Drain the taps until the internal tank is empty (open the taps as if you were dispensing cups of water until nothing else will come out)
4. Once the above is complete, replace the bottle on the unit and leave to chill/reheat for 30-45 minutes. (If the blue valve is floating in the water, you will need to use a fresh bottle of water.)

If you’ve followed these steps and are still experiencing issues, please get in touch with our team for help from one of our experts.

We are sorry to hear something has gone wrong with your water cooler. Please read through the checks below to get your machine up and running again.

Initial Checks

1. Double-check that the machine is plugged in and switched on.
2. Check that the machine has not been overused. The machine may need time to reheat if it has a high usage volume. If the above hasn’t resolved the issue, the following steps can be undertaken.
3. Switch the power off at the wall and safely remove the plug.
4. You will then need to disconnect the power lead located at the bottom of the unit (usually found on the bottom left-hand side).
5. Reconnect all leads and ensure that the power lead at the back of the unit is firmly in place as this can sometimes come loose. 6. Leave the cooler for 30-45 minutes for the tank to reheat.

If you’ve followed these steps and are still experiencing issues, please get in touch with our team for help from one of our experts.

We are sorry to hear something has gone wrong with your boiler. If your hot water boiler is flashing please check the following:

If the ready/power hot water boiler light is flashing, there is a fault with your hot water boiler, and contact our team for help from one of our experts.

To isolate a hot water boiler:

1. Follow the pipework at the back of the unit until you see the isolation valve. Turn the valve so that it is not in line with the pipework. This will shut off the water supply to your machine.
2. Drain the boiler until the internal tank is empty (open the taps as if you were dispensing cups of water until nothing else will come out).
3. Switch the machine off at the wall until the engineer arrives.

We are sorry to hear something has gone wrong with your hot water boiler. If your hot water boiler doesn’t appear to be dispensing water correctly, please read through the steps below.

1. Double check the machine is plugged in and switched on.

2. Is the lever/tap or push button broken?

If yes, you will need to isolate the machine (instructions below) to prevent any further leaks prior to completing our service request form to arrange an engineer’s visit. If this has not resolved the issue, please get in touch with our team and one of our experts will help get you back up and running again.

To isolate a hot water boiler

1. Follow the pipework at the back of the unit until you see the isolation valve. Turn the valve so that it is not in line with the pipework. This will shut off the water supply to your machine.
2. Drain the boiler until the internal tank is empty (open the taps as if you were dispensing cups of water until nothing else will come out). Switch the machine off at the wall until the engineer arrives.

If you’ve followed these steps and are still experiencing issues, please get in touch with our team for help from one of our experts.

We are sorry to hear something has gone wrong with your hot water boiler. Hot water from a hot water boiler will typically be between 90-95 degrees.

If your hot water boiler doesn’t appear to be heating water correctly please try the following:

1. Double check the machine is plugged in and switched on.
2. Check the machine has not been overused. The unit may need time to re-heat if it has a high usage volume.

If this has not resolved the issue, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your machine.

If your mains-fed water cooler is alarming or beeping please try the following:

Does the machine have an internal waste function?

If yes, check that your internal waste bag., if it is full, this will need to be emptied

Is the drip tray full?

If yes, gently remove the drip tray and empty it into the nearest sink, being careful not to spill any water

If the above hasn’t resolved the issue, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your water cooler. If your mains-fed water cooler is dispensing frozen water or ice, the machine’s temperature may be set too cold. Please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your water cooler. If your plumbed-in water cooler doesn’t appear to be chilling water correctly please try the following:

1. Double-check that the machine is plugged in and switched on.
2. Check that the machine has not been overused. The machine may need time to rechill if it has a high usage volume.
3. Ensure the compressor switch is turned on. If it is not, this should be turned on, you will then need to allow 15-20 minutes for the internal tank to chill.
4. If the unit is in a high-temperature room, this may affect the temperature of the water. If this is the case, the machine will need relocating.

If this has not resolved the issue, please get in touch with our team and one of our expert will help get you back up and running again.

We are sorry to hear something has gone wrong with your water dispenser. If your plumbed in water cooler doesn’t appear to be dispensing water correctly please try the following:

1. Double-check that the machine is plugged in and switched on.
2. Check that the machine has not been overused. The tank may need time to refill if it has a high usage volume.
3. Ensure the mains water supply is running to the cooler. To do this follow the pipework from the back of the machine to the isolation valve. The valve should be in line with the pipework if water is running into the machine. If it is not in line, you can gently turn the valve until it is in line, you should then start to hear water filling the machine.

Note: If the machine in question is Glacier or Everest machine, there is an additional check that can be carried out. Lift the lid on the unit and locate a switch. If the button is red, you will need to slide this across to green. You should then begin to hear the water filling the machine. If the button will not slide fully from red to green, then the button is faulty. If the button will slide to green fully, or if the button is already green and the machine is not dispensing, please get in touch with our team and one of our experts will help get you back up and running again.

If the above hasn’t resolved the issue, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your water cooler. If your mains-fed water cooler doesn’t appear to be heating correctly please try the following:

1. Double-check that the machine is plugged in and switched on.
2. Ensure the hot switch is switched to the on position. Note: on WL3 and WL4 machines, there is a power switch plus a compressor/heat switch. Both must be switched on.
3. Check that the machine has not been overused. The machine may need time to re-heat if it has a high usage volume.
4. If your machine dispenses hot water throughout the day but not first thing in the morning, it may be in sleep mode. You will need to contact our team and one of our experts will help get you back up and running again.

If hasn’t resolved the issue, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your water dispenser. If you think that your machine has become infested or is contaminated, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something isn’t right with your water. If the water being dispensed from your mains-fed water cooler is tasting funny, please get in touch with our team and one of our experts will help solve the issue.

If your plumbed-in water dispenser or under-counter boiler appears to be leaking, please check the following:

Is the drip tray full?

If yes, gently remove the drip tray and empty it into the nearest sink, being careful not to spill any water.

Does your tap have an external waste function?

If yes, check the back of the machine to ensure the pipework is in place as it should be.

If you’ve checked the tap and under-the-counter machine and are still experiencing issues, you should isolate the machine (instructions below) and contact our team. One of our experts will help get you back up and running again.

To Isolate a tap and under-counter machine.

1. Follow the pipework at the back of the under-counter machine until you see the isolation valve. Turn the valve so that it is not in line with the pipework, this will shut off the water supply to your tap and under-counter machine.
2. Drain the machine until the internal tank is empty (open the taps as if you were dispensing cups of water until nothing else will come out).
3. Switch the machine off at the wall until the engineer arrives.

Is the lever/tap or push button broken?

If yes, you will need to isolate the machine to prevent any further leaks prior to requesting an engineer’s visit.

If none of these helped resolve your issue, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your water cooler. If your Tap doesn’t appear to be chilling water correctly please try the following:

1. Double-check that the machine is plugged in and switched on.
2. Check that the machine has not been overused. The tap’s under-counter unit may need time to re-chill if it has a high usage volume.

If this has not resolved the issue, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your water cooler. If your tap doesn’t appear to be dispensing water correctly please try the following:

1. Double-check that the machine is plugged in and switched on.
2. Ensure the mains water supply is running to the machine., To do this follow the pipework from the back of the tap’s under-counter unit to the isolation valve. The valve should be in line with the pipework if the water is running into the machine. If it is not in line, you can gently turn the valve until it is in line., You should then start to hear water filling the machine.
3. Check whether the pipework from the back of your machine has a water blocker. If a lot of water has been drawn off at once this may have switched on. This can be reset by pressing the water blocker lever.
4. If there is an LED display on the machine, double-check whether it is displaying the source of the fault. If this is the case, contact our team and one of our experts will help get you back up and running again.

If this has not resolved the issue, please get in touch with our team and one of our expert will help get you back up and running again.

We are sorry to hear something has gone wrong with your under-counter unit. If your tap doesn’t appear to be heating water correctly please try the following:

1. Double-check that the machine is plugged in and switched on.
2. Check that the machine has not been overused. The tap’s under-counter unit may need time to re-chill if it has a high usage volume.

If this has not resolved the issue, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your tap. If the water being dispensed from your tap is tasting funny, please get in touch with our team and one of our experts will help get you back up and running again.

We are sorry to hear something has gone wrong with your bottled water. Does your water taste salty, Earthy, Metallic, smell or taste of chlorine or any other odd taste or smell?

If the water being dispensed from your bottled water cooler begins to taste funny, please get in touch with our team for help from one of our experts.

If you’d like to request a service outside of your regular servicing schedule, please contact our team and they’ll find a slot which works for you.

We are sorry to see you go. Please contact us on 1800 266 537 to speak to a member of our team.

We’re happy you want to stay with Culligan. Please contact our team and one of our water experts will be in touch to discuss your options.

Has a telephone number, address details or any other details we have on file changed? Simply contact our team, providing your previous and new details and we will update your account information accordingly.

Please contact our team to arrange a bottle collection.

Please contact our team about your cooler collection.

We’re sorry to hear that your company has gone into liquidation and we want to make this transition as easy as we can. Please contact us to speak to a member of our team.

If you’re moving offices you can simply take your coolers with you. Please contact our team with your previous and new details and we will update your account information accordingly.

Alternatively, if you need advice about moving the location of a cooler within your current premises, please get in contact to speak to a member of our team.