User Support
FAQs for existing tepeo customers and troubleshooting advice.
The ZEB
Tariffs
- What tariffs work best with the ZEB?
- What if I can't find my tariff on the tariff list?
- How do I update my tariff?
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?
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?
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?
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?
ZEB Connectivity
- How do I update my network settings?
- Update or change network connection
- 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?
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?
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?
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
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