How can I find out what model of unit I have?

The Model along with the Serial Number of the unit can be found on the silver plaque. This is located on the inner sidewall of the case to the left of the filter.

How quickly can you send a service technician?

This can fluctuate due to current workloads. Give our Customer Care team a call on 6743 8388 and they will be able to provide you with an ETA.

Can I repair the unit myself?

Our units are complex machines, so if you are not a suitably trained person, we do not advise you to try to repair your unit. You may inadvertently do more harm than good to either yourself, the unit or both.

Why do I need the serial number of my unit to book a service call?

We request the Serial Number for any booking as this allows us to bring up any previous history on the unit, site details, contact numbers and any other relevant information, but most importantly, this allows our tech to ensure in a multiple unit site, that they are working on the correct unit.

The Model along with the Serial Number of the unit can be found on the silver plaque. This is located on the inner sidewall of the case to the left of the filter.

What is the warranty period?

2 years from date of delivery/installation.

Where can I purchase a replacement filter or CO2 refill?

You can purchase filters and CO2 refill from Eldric Marketing Pte Ltd.

Do you have maintenance plans?

Yes! And it is great way to ensure the longevity of your unit.

Having a maintenance service is great peace of mind in knowing that our trained staff will be attending at predetermined intervals to change the filter within your unit/s and provide a health check

How long should my Billi unit last?

There is no exact ‘expiry’ date for the lifespan of any Billi unit. Environmental considerations including water condition and quality as well as usage patterns will define how wear & tear impacts product lifespan.

There a number of key variables that can contribute to wear & tear and therefore how long your Billi unit will last. If you have (but not limited to);

  • actively changed filters as needed (12 months minimum on residential and 4 to 6 months minimum on commercial sites)
  • performed regular servicing including maintenance as required. Note: This may require replacement or repair of components under normal conditions
  • met the units install & commissioning requirements
  • not exposed the unit to any abnormal operating conditions such as excessive temperature or moisture exposure
  • appropriate specification for site usage ie not under sizing the unit for the demand required

There is no reason why the unit won’t last past 8 years or more.

Why have I been charged for a filter when my unit is under warranty?

Although our units are covered by a warranty period, consumable items are not included this. This includes any filter/s fitted to our units as the water quality supplied to the unit and subsequently to the filter, is beyond the control of Billi.

Why do I have to change my filter yearly if we rarely use our Billi unit?

Good question. Filters can accumulate organic matter via the filtration process leading to biofilm development. Filters must be replaced every 12 months (maximum), dependent on local conditions, whether used frequently or not.

How do I change my filter?

Instructions for changing your filter on a Billi unit are provided within your user manual. A copy of the instructions is also included with any new filter purchase. You can also visit our website for “How To” videos under the support tab.

I have changed my filter, why is my cold water still slow?

This may be down to wear and tear on a component within the unit that controls the flow of water. Please call our Customer Care team on 6743 8388 to arrange a service on your unit.

Is there anything else I can do before you send a technician?

Sure. Below is a brief trouble shooting guide for our units.

SERIES 3 – Eco, Sahara, Alpine

  1. Check the water supply is turned on to the unit
  2. Reset the power at the Power Point.
  3. If the issue persists, remove front panel of unit
  4. If the Yellow Filter change light is flashing, all that is required is a filter change.
  5. Check if a RED fault light is present on the front of the unit.
  6. If fault light is present, hold down BOTH levers simultaneously and note down Fault code displayed on the tap.
    – Fault code = Red flashes followed by Blue or Green flashes
    – Code will repeat whilst holding levers down
  7. Note down Both the Serial number and model number of the unit
  8. If no Fault light is present on the unit, note down the lights displayed on the Tap.
  9. Call Billi Customer Care on 6743 8388 for further instructions OR to book to a Service tech. Advise Billi of the recorded information (Fault code, Serial Number & Model Number) along with site contact details and unit location.

QUADRA

  1. Check the water supply is turned on to the unit
  2. Reset the power at the Power Point.
  3. Check the time and date settings are set correctly
  4. If the issue persists, check the mode setting shown on the bottom line of the display screen on the unit.
    – The unit should ideally be set to LOCKED ON or TIMESWITCH ON
    – If set to TIMESWITCH ON, ensure the relevant on and off times and days are set in the TIMESWITCH setting to suit usage.
    – If the bottom line displays filter Due or Overdue, proceed to line 6
    – If the bottom line displays a Fault, proceed to line 7.
  5. If the unit mode needs to be changed, hold down the MODE or ON/OFF button and letting go once either LOCKED ON or TIMESWITCH ON mode is displayed.
  6. If the bottom line displays filter due or overdue, a filter change is required book in or change filter as necessary.
  7. Any current faults will display on the bottom line of the units display screen. Note down the fault.
  8. Note down Both the Serial number and model number of the unit
  9. Call Billi Customer Care on 6743 8388 to book to a Service tech and advise Billi of the recorded information (Fault, Serial Number & Model Number) along with site contact details and unit location.

How do I change a CO2 Cylinder?

Call Billi Customer Care on 6743 8388 to book a technician to do a CO2 cylinder swap.

What does the moon and star icon mean?

To enter this mode:

  • Turn on the unit and wait for normal operation.
  • Depress both the Hot and Cold levers and while they are down, press and hold the safety switch for 3 seconds until the display has changed to yellow.
  • Release the switch and both levers.
  • Press the 'Pressure Relief Switch' once. You can locate this switch by opening up the front access panel of the underbench unit.
    The tap display will now show the enabled features.

XL/XT Tap

Red Icon Off – Hot tap is disabled, boiler is disabled.
Padlock Icon On – Hot tap child safety lock is enabled.
Red Icon On – Hot tap is always enabled – no child lock.
Green Leaf On – Economy power mode. – Self learning timer is enabled.

Green Moon and Stars On

  • Standby power is enabled.
  • Unit enters standby after 2 hours.

Green Icon On

  • System is always active.
  • No power saving features enabled.

You may now press and release either the hot or cold levers (or touch pads on XT) to toggle between these selections. When you have selected the desired features – press the safety switch to return to normal operation and save the displayed settings.

What does the lightning bolt icon means?

Your Billi Quadra / OmniOne incorporates an energy saving time switch. This function allows the Quadra to automatically turn ON and OFF at selected times. Individual days can be set to be active or non-active. The green lightning bolt indicates that the time switch mode is activated. Instructions to change these settings can be found in the user guide for your unit.

What does the flashing Red and Blue lights on my tap mean?

Flashing Red and/or Blue light indicates that the water is in the process of either heating (Flashing Red light) or chilling (Flashing Blue light).

Why is my Eco/Quadra Sparkling unit not dispensing Cold or Sparkling water?

It may be because the ice bank has frozen over but don’t worry, there is an easy fix. Simply turn off your unit for 24-48 hours so the ice bank can thaw, adjust your thermostat dial located on the front of the sparkling module down to between 5 – 6 and power the unit back on once thawed. Allow approximately an hour for the unit to chill back down to the now correctly set temperature before use.

What is the recommended temperature setting for my Eco/Quadra Sparkling unit?

The optimal setting for your Sparkling water unit is between 5 & 6 on the thermostat dial. Anything higher has a risk of causing ice bank to froze up.

What should my CO2 regulator be set at?

This is dependent on the level of carbonation you enjoy however you should not exceed 4.5bar on the CO2 regulator gauge. Common preference for most users is 4bar.

Why is my sparkling water not so bubbly?

First: check your gas supply, you may be out of gas.

Secondly: make sure your system is set to a nice cool to cold temperature, CO2 loves to dissolove at lower temps so you’ll get a better result if you really crave that sparkle.

Finally: this is actually often the case – your sparkling water may actually be completely fine, it’s the glassware you’re using that’s stoppping nucleation, aka the ‘bubbliness.’

Common houshold and commercial detergents, grease and oil deposits and certain types of glassware simlpy don’t give you the effect you might be hoping for but rest assured, your water is carbonated and full of bubbliness. (it’s why many high end champagne flutes have a stamp on the bottom, it’s to increase nucleation and make your bubbly, more, bubbly!)