Frequently asked questions

Check the silver plaque inside your unit’s case, near the filter. It carries both the model and the serial number, which you will need for troubleshooting or for booking a service. Depending on the model, the plaque sits on the left or the right.

The serial number lets us pull up your unit’s history and make sure the right unit is serviced, which matters on sites with several units. It also helps our technicians bring the relevant parts and check previous visits. You can request service & support online.

We accept any of the following:

• Letter of occupancy or occupancy certificate
• Serial number
• Copy of the purchase order
• Proof of purchase from a third party

Response times depend on demand in your area. For an accurate ETA, call our customer service team on 020 7456 6789. They will give you the latest position and book a technician at the earliest availability.

Yes. Check that the water supply is turned on, look for flashing lights on the tap, and reset the unit by switching the power off for 30 seconds. If that does not resolve it, request service & support and include the fault code.

Changing your filter is simple. Follow the step-by-step instructions in your user manual, or the instructions included with a new filter. Our How-To videos walk through it visually. Keeping to the schedule maintains water quality and system efficiency.

Filters accumulate organic matter over time, even with infrequent use. Replacing them every 6 months prevents biofilm growth and keeps filtration working properly. Local water quality can also affect how often a filter needs changing.

Filters are consumable items, so they are not covered by the system warranty. Water quality varies, and replacement every 6 months is needed to maintain performance, which falls outside standard warranty coverage.

Replacement filters and CO2 bottles are available from the Billi UK e-shop. Each item has a part number printed on it, and the QR code on your filter takes you straight to the right replacement.

Instructions come with your user manual and with each new bottle, and our How-To videos show the process step by step. Check the gauge afterwards to confirm the bottle is seated correctly.

We do not currently offer larger CO2 bottles. Third-party bottles are available elsewhere, but we advise against them: they may not be compatible with Billi undercounter systems, and using them could void your warranty.

Disposal rules vary by location, so check with your local authority for the requirements in your area. Most areas have designated disposal or recycling routes for CO2 canisters.

Start by checking that the water supply is on. If the green lights are flashing, press both levers, reset the power, and see whether the lights change. If the problem continues, or other lights flash, note the fault code and request service & support.

Turn the power off at the wall switch, wait 30 seconds, then switch it back on. This clears most minor issues, including flashing lights. If the problem persists, request service & support and note any fault codes.

We do not recommend it unless you are a trained technician. Billi systems are complex, and an incorrect repair can cause damage or injury. If you see a fault such as flashing lights, request service & support and note the fault code.

If the red light is not flashing, the boiling function may have been deactivated. Hold down both levers and the safety switch for three seconds. Once the red light appears, or the safety lock is set, release the switches and the boiling function should be restored.

Usually because the CO2 canister has run out. Check the gauge on top of the bottle: if it is close to zero, the canister needs replacing. Replacements are available from the Billi UK e-shop, and the part number is printed on your existing canister.

The moon and star icon means the system is in Standby mode, which saves energy when the unit is not in use. You can adjust or turn off Standby by following your manual, or by pressing both levers and the safety switch for three seconds.

The green lightning bolt shows that the energy-saving time switch is active, so the unit powers on and off at set times. You can change those times in the unit’s control panel to match how your site uses it.

A solid green light means the filter is overdue for replacement. Flashing lights usually signal a fault. Press both levers to check the light sequence, reset the power, and see whether it clears. If it does not, request service & support and quote the fault code.

No. Billi undercounter systems use space-saving thermodynamic heat exchange technology. They fit neatly beneath the counter and need no ventilation grills in your cupboard doors, which makes them well suited to offices where space is at a premium.

For safety and performance, Billi systems should be installed by a qualified plumber or technician. Professional installation makes sure the system meets plumbing standards and runs efficiently. Self-installation can lead to an incorrect setup, which may affect performance and void the warranty.

Use a soft, damp cloth with mild detergent or a non-abrasive cleaner. Avoid harsh chemicals and scouring pads, which can damage the surface. Regular cleaning keeps the tap looking sharp and hygienic for daily use.

Set the CO2 regulator no higher than 5 bar. Most people find that 4 bar gives an ideal level of carbonation. Adjust to taste within that range: going above 5 bar can affect performance.

The optimal setting is between 5 and 6 on the thermostat dial. That keeps sparkling water chilled to the right level while staying energy efficient.

Yes. The boiling water temperature is adjustable from the control panel on your unit, so you can set it exactly to your liking, whether that is for tea, coffee or cooking.

Yes. Billi Service Plans keep your system in the best condition, with regular filter changes and health checks. On a Silver, Gold or Combi Plan our trained technicians visit at scheduled intervals, prolonging the life of the unit and providing peace of mind.

All our units have a two-year warranty. If your unit was installed within a year of purchase, the warranty starts from the installation date.

Billi systems are built to last, though lifespan depends on proper care. Regular filter changes, servicing and correct installation all extend it. Water quality and how heavily the unit is used affect wear and tear, so consistent maintenance is the key.

Filtered water from a Billi system is free of common contaminants such as chlorine, sediment and odours, which improves both taste and quality. You get instant access to filtered boiling, chilled, sparkling or ambient water, which encourages better hydration and reduces the need for bottled water.

Billi undercounter systems use eco technologies including thermodynamic heat exchange and standby modes, which cut energy consumption and remove the need for cutout joinery in your cupboard. The units are also space-saving, which suits corporate offices where space is at a premium. Read more about our Sustainability Commitments.

Billi systems are highly energy efficient, using heat exchange technology and intelligent standby modes to reduce power usage. Exact consumption varies by model, but every unit is designed to minimise its environmental impact while providing instant access to filtered water.

Yes. A Billi system removes the need for bottled water: with filtered boiling, chilled, sparkling and ambient water on demand, single-use plastic bottles are unnecessary. That cuts waste and lowers your site’s environmental footprint.