Help Centre

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Help Centre

User Support

User Support

FAQs for existing tepeo customers and troubleshooting advice.

The ZEB

How does the ZEB work?

Do I need to optimise my heating system?

How do I manage my ZEB?

Comms Box

What is the Comms Box?

How can I find out what each of the LEDs mean?

What control do I have with the Comms Box?

Tariffs

What tariffs work best with the ZEB?

What if I can't find my tariff on the tariff list?

How to update my tariff settings?

Automated Charging styles (Smart, Basic, Custom)

What are the different charging styles?

Why does the ZEB sometimes charge at peak times (when on any of the charging styles)?

How can I stop the ZEB charging at peak times?

How do I change my charging settings?

Smart Charging - Optimisation

Custom Charging - How to set Charging Schedule & Target Charge %

Custom Charging - How do I find out what SoC I need and when the ZEB should charge?

Custom Charging - can I set a different schedule for each day of the week?

Which charging setting automatically adjusts based on the changes in the weather?

What will happen to my heating schedule if the ZEB loses internet connection?

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Boost Charge

What is a ‘Boost Charge’?

How to Boost Charge

What if I want to Boost Charge for longer than 30 minutes?

Why did my Boost Charge stop/pause?

Why did Boost Charge not work?

What happens if you press the boost button on the Comms Box more than once?

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Away Mode

What is Away Mode?

How to set Away Mode?

How does Away Mode interact with my thermostat?

How to confirm Away Mode is on/off?

Why is my ZEB charging while I’m in Away Mode?

What is Frost Protection?

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ZEB Connectivity

How do I update my network settings?

How can I check that my ZEB has a good internet connection?

What can I do to improve my ZEB’s internet connectivity?

User & account Management

What is the difference between a Primary User and a Secondary User?

What controls do Secondary Users have?

How do I add a Secondary User?

How do I become a Primary User?

Can I access the tepeo App from multiple devices?

How do I delete my ZEB account?

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App Insights

How do you estimate the carbon savings in the App?

How do I find out what my ZEB is doing at any point?

How do I check ZEB’s electricity usage?

The graphs and charts are in UTC (Coordinated Universal Time) - what does this mean?

Can I export the data from the charts?

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tepeo Care Plan and ZEB Health Check

What is the tepeo Care Plan and what is included?

How do you sign up to the tepeo Care Plan

How do I cancel the tepeo Care Plan?

What sort of remote monitoring and maintenance do you do?

What is a ZEB Health Check and what does it include?

How and when will I have my ZEB Health Check?

Do I have to pay for my Health Check?

What happens if I miss my annual ZEB Health Check?

Where can I find my guarantee terms and conditions?

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General/Miscellaneous

How can I manage my ZEB in the summer if I don’t use it for hot water?

How do I set my ZEB in the summer if I'm using hot water but don’t need heating on?

I have a service visit upcoming- do you need to do anything?

Can I have access to a ZEB API so I can analyse my usage?

Can the ZEB integrate with my home battery / solar panels?

Can the ZEB integrate with my OpenTherm thermostat?

I have feedback about my ZEB experience, what should I do?

Optimising ZEB Water Flow Temperature

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Troubleshooting and common ZEB problems

Is it normal for my ZEB to make a noise whilst charging or discharging?

Is it normal to have a burning smell come off my ZEB?

My ZEB ran out of charge - what can I do?

How can I restart my ZEB?

How to find out if my ZEB has connectivity and what should I do if it's offline?

Not seeing usage/carbon data in the App or seeing incorrect data

What to do if you can’t find your tariff in tepeo App

My ZEB is charging at peak times

My ZEB didn’t charge enough last night

My ZEB hasn’t charged during the off-peak period overnight

My ZEB’s charge is depleting too quickly

My radiators are cold

‘Fault indicator’ LED on your Comms Box

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