Billi Tap Troubleshooting and FAQs

If you have a Billi tap installed, you may find that you experiance an issue that could be resolved without the need to call in an engineer.  We have developed a Billi Tap Troubleshooting and FAQs guide so you can check this first to see if could be a quick fix.  There are also some topics covered that you might experience when installing a Billi tap.

Technical Support FAQs

What does it mean if the red and blue lights flash on the Billi tap?
These red and blue lights tell you what the status of the tap is. Flashing red means boiling water hasn’t reached 99°C yet. Flashing blue means water hasn’t chilled to set temperature. Both lights will stay on when it reaches the set temperature.

What does it mean if the orange light flashes or stays on continuously on the Billi tap?
The orange lights are an indicator that the Billi filter needs to be replaced.  To start with they will flash to alert you to arrange for a new filter and after a week or so, the orange light will stay on permenantly and will shut off the hot water option to prompt you to change the filter. Replacement standard Billi filters can be purchased through us or you can take out a Billi maintenace plan with us to cover you for all filter changes.

How do I enable the safety mode for the boiling water on my Billi tap?
On the Billi unit under the worktop, press the ‘Select’ button, then arrow down to ‘Options’. Press the ‘Select’ button and set Safety Switch to ‘On’. Touch the indent on the black panel on the back of the Billi tap to allow for a short boiling water flow.

No boiling water coming out my Billi tap and the dispenser red light is always flashing.
The heating element may have blown or overloaded. Contact our service team on 01905 337187 to arrange a service of your system.

What is a Billi drainage font?
This is a stainless steel drip tray that is inset into a worktop to allow the boiling and chilled tap to be apart from the sink. It has its own connection to the waste and is often chosen for safety reasons. With each font is a riser of 120mm, which lifts the tap high enough to dispense into a tall glass or jug. It is optional, although some clients choose to situate the tap so it can dispense over an existing sink.

What is the clear pipe that comes from the under counter unit used for?
The Billi system occasionally will flush a small amount of warm water through this hose to keep the system at a steady operating temperature. This is quite normal, as with any boiler, and the volume of water emitted is very low.

What is Initial Cup Delivery?
This is the most accurate measure of a boiling and chilled taps capability. Simply it means that this is the number of cups that a boiling or chilled unit will dispense without any change in temperature. In the Quadra 440XL, for example, the initial draw of is 40 cups. If you had the situation of 40 staff members standing in a queue and drawing off their hot drinks, one after the other, the temperature for number 40 will be the same as number 1. Make sure when checking specifications of Billi or other brands, that you insist on knowing this figure. Whilst the hourly dispense is still important, it can be misleading because it is an average and doesn’t account for peak times within that hour.

What happens after the initial cup delivery?
The tap will stop dispensing for a very short time. Billi have designed their system to ensure water is dispensed only at the correct temperature. As soon as enough water (2 cups by volume) is heated, the tap will be ready to dispense again.

Installation FAQs

There is no cold water coming through the tap.
All Billi units are equipped with an internal or external PLV (Pressure Limiting Dual-check Valve). Debris coming through the pipe may have stuck to the PLV filter screen inlet. Check the filter screen is clear. Debris may also have passed through the PLV and blocked the water filter.

Just installed a new Billi tap and there is no boiling water coming through.
The red hose may be twisted or kinked inside the benchtop mount. Disconnect the hose from the barb fitting on top of the Billi under counter unit. You should be able to easily blow through the tube. Place your hand under the tap to check for airflow.

Just installed a Billi Quadra and the cold water is running by itself.
This is normal. The under counter unit will prime the cold tank on installation. Running will stop when the hot water tank fills to the first level.

Installing a Quadra plus water system but the mixer tap spits air and there’s only lukewarm water.
Allow 45 minutes after installation for correct operation of any Quadra Plus unit. This allows the under counter system to fill with and heat sufficient water for proper mixer tap function. Also check the red light on the drinking water filter tap is glowing solid to indicate boiling water is heated.

Why don’t the Quadra boiling and chilled systems require ventilation?
The Billi Quadra taps use heat exchange technology, and therefore does not rely on ventilation grilles to keep cool.  It harvest any heat generated by the chiller and uses it to help heat the hot water.

Billi Tap Troubleshooting & FAQs

Why do I need a scale filter on a Billi tap?
The water in most parts of the UK is very hard, and in some areas this can even vary according to which reservoir the water is coming from. Any brand of boiling and chilled unit will very quickly scale up if a limescale filter is not fitted, and a failure attributable to scale is not normally covered by warranty.

Do water filters get blocked? Our boiling water flows well but cool just dribbles out.
Yes. As filters catch contaminants, they become soiled. Billi under counter water systems use mains pressure, so reduced chilled water flow indicates you should change filters.

How often should I replace my Billi tap filter?
We recommend a new filter at least every 6-12 months, depending on usage and water quality.

How do I know when to change the Billi tap filter?
The orange light will flash continually on your Billi system when your water filter needs changing.

Do I need to buy special filters for my under counter water system?
Yes, you should always use the correct filter for your water system. They can be purchased from us by calling 01905 337187 or email sales@thewellbeinggroup.co.uk

Other FAQs

How do I work out what capacity Billi tap I need?
Billi quotes an initial cup delivery rate, which is the better measure for sizing a system than the hourly cup rates. Take as an example the Quadra 4100XL. This has an immediate dispense capacity of 100 cups which means that if 100 people stood in a queue to get their hot drink, number 100 would receive theirs at the same temperature as number one.

How big is the under counter boiler unit?
All Billi units are designed to fit into standard cabinetry and under standard countertops. The Quadra Compact as an example measures 340 x 315 x 365 (H x W x D mm).

There is a number to call on my Billi tap – 1300 300 316, is this in the UK?
This is the Australian team contact number, please contact us if you are in the UK and we will be able to help you.

Can I order a tap that is taller than the standard tap?
Yes. We supply a 120mm riser as standard with a drainage font. This gives a dispense height of 250mm.

Can I rent or lease a Billi boiling and chilled unit?
Yes. We have a 3 year or 5 year rental scheme for Billi taps which can include servicing or a maintenance plan can run alongside the rental.

Can the taps dispense without holding the lever down?
Yes, with the standard XL tap the levers can be raised to allow constant dispense, for refilling a jug for example.

How do I stop staff members scalding themselves on the boiling tap inadvertently?
By default, the Billi taps come with an electronic safety lock, which means that the boiling side of the tap cannot be operated by mistake. It requires the user to deliberately touch a padlock icon before boiling can be dispensed. Chilled water is always available and is never locked.

I need my Billi Tap Serviced?

Wellbeing Group are a Platinum Partner for Billi Tap systems. This means we’re a fully trained and approved contractor for the supply, installation and service of all Billi Tap products. 

This also means we can service and repair any Billi tap system whether you are an existing Wellbeing Group customer or not. You could have bought your Billi Tap from anyone but we will still happily resolve your issue for you, our service standards are industry leading and we promise a rapid response to your issues.

There are two options – You can pay for a call-out each time for us service your Billi Tap and any additional labour or parts required to repair the system. Alternatively you can sign up to our annual service plans which are designed to save you time and money and provide peace of mind for ongoing bi-annual servicing of your Billi Tap including filter changes. You can see what’s included in each of our plans below.

Six Benefits of a Billi Tap Maintenance Plan:

• Proactive preventative maintenance helps to avoid break downs

• Dedicated scale management plan based on your local conditions to maximise energy & unit efficiency

• Filters are changed on time which ensures a consistent taste and reduces the risk of lime scale build up

• Easier to budget for, as all costs can be worked out at the start of the year

• Priority service as your unit can be logged onto our service system ahead of time

• Save money on standard Pay as You Go service rates and ad hoc visits.

• One phone number and a dedicated service email which you can log any service requests

Service & Maintenance Plans

Silver – includes routine servicing and replacement filters (both scale and taste filters)

Gold – includes routine servicing, replacement Billi filters and covers all labour charges on any break downs

Platinum – full package which includes servicing, filters, labour charges and replacement parts

Visit our Billi Tap Service Page for more details and get in touch with our friendly knowledgeable team who can advise on the best options and pricing based on the solutions you need. 01905 337187

Creating an environmentally friendly office