Fault diagnosis

Tell us what it's doing, not just that it's broken

A model number, a fault code and a photo of the display turn a vague message into a job an engineer can prepare for. Fill this in and the office gets a structured report — no back-and-forth asking what the code was.

Brand + model
so we bring the right parts and refrigerant
Fault code
read before the visit, not at the doorstep
Photos
of the unit, display and outdoor position
Start the form System down? Call 01752 936008Or see service plans

The system

The model number is on the sticker on the side of the indoor unit, or printed inside the remote's battery cover.

Covered by a service plan

Tick if Frost maintains it for you

The fault

It shows on the indoor display, on the remote, or as a flashing LED on the outdoor unit — usually two digits or a letter and numbers, like E5 or CH05. If nothing shows, leave it blank.

Photos

Optional, but they save a lot of guessing — especially the display showing the code.

Up to 4 photos (stored privately): the indoor unit, the display with the fault code, and the outdoor unit where it stands.

Your details

We use these details to deal with the fault and nothing else.

What happens next

  1. 1The office reads your report the same working day.
  2. 2An engineer checks the fault code against the manufacturer's data.
  3. 3We call you to book a visit — with the right parts already known.

Finding the details

  • Model number — on the sticker on the side or underside of the indoor unit, and inside the remote's battery cover.
  • Fault code — the indoor display, the remote, or a flashing light on the outdoor unit. Photograph it if it flashes and clears.
  • Photos — the unit in place, the display, and where the outdoor unit sits (including how it is accessed).

If it cannot wait

Smell of burning, tripping electrics or water coming through a ceiling — turn the system off at the isolator and call us rather than filling in the form.

01752 936008
No fault code, no model number? Send it anyway — a description and a photo still gets an engineer to the right place. Repairs overview
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