FAQs

The model and serial number are essential for troubleshooting or booking a service. You can find this information on the silver plaque inside the case, located to the left or right of the filter, depending on your model.

Service availability can vary based on current demand. To get an ETA, please contact our Billi tap customer service team at 020 7456 6789. They’ll provide the most up-to-date information.

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 view our “How To” videos.

We don’t recommend attempting repairs unless you’re a trained technician. Our units, are sophisticated machines and incorrect handling could cause further damage or personal injury. If you experience a fault with your unit, like your Billi tap having 2 green lights flashing with no water, please contact our Client Care team on 020 7456 6789 for advice.

Resetting your Billi tap can often resolve simple issues like Billi tap flashing orange light or 2 flashing green lights on the Billi tap. Turn off the power at the wall switch, wait 30 seconds, then turn it back on. If the issue persists, note any fault codes and contact our support team.

If you’re experiencing issues, like the Billi tap fault codes flashing, you can follow this basic troubleshooting guide before calling for service:

1. Check your water supply to ensure it’s turned on.
2. For two green flashing lights, press both tap levers. If lights change to flashing red or blue, note the sequence and reset the unit by turning off the power for 30 seconds. If this doesn’t resolve the issue, note the fault code and contact Billi Customer Care.
3. For the red light flashing on Billi tap, this could indicate an issue with the boiling water. You may need to reset the system.

If these steps don’t work feel free to call our friendly service team or view a slightly more extensive troubleshooting guide below.

Sure. Below is a brief troubleshooting guide for our units.

SERIES 3 – Sahara, Alpine
1. Check water supply is turned on.
2. Check to see if the tap has lights flashing.
a. Orange flashing or stable light

• Turn Power off to both units, turn back on after 30 seconds.
• If same fault reoccurs, record serial number and model and call Billi Customer Care on 020 4567 67689.

b. Two green flashing lights

• Press down both levers and record. If so, press both levers down and note the change of lights to Flashing Red and Blue or Red and Green in a sequence (e.g. 1 Red 2 Blue) this sequence will repeat.
• Record the sequence of lights.
• Turn Power off to both units, turn back on after 30 seconds.
• Leave unit for 10 minutes.
• Check to see if the unit is working or back in fault mode.
• If the unit is back in fault, press the levers down and check the sequence of flashing lights. Record this again if different from previous sequence.
• Record the serial number, model details, and call Billi Customer Care.

QUADRA
1. Check the water supply is turned on to the unit.
2. Take a photo of the display screen.
3. Take a photo of the lights on the tap.
4. Turn the power off at the switch and turn back on after 1 minute.
5. Leave for 15 minutes not being used, to allow time for unit recommission.
6. Check the time and date settings are set correctly.
7. 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 9
• If the bottom line displays a Fault, proceed to line 10.

8. 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.
9. If the bottom line displays filter due or overdue, a filter change is required to book in or change filter as necessary.
10. Any current faults will display on the bottom line of the unit’s display screen. Note down the fault or take a photo of the display screen.
11. Note down Both the Serial number and model number of the unit
12. Call Billi Customer Care 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.

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 he is 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.

We accept the following;

• Letter of occupancy or occupancy certificate
• Plumber installation certificate
• Proof of purchase from merchant (receipt)

Billi units come with the following warranties:

Residential Warranty
Two years from manufacture date (12 months for Sensor Taps)
OR
Two years from date of purchase if proof of purchase can be provided (12 months for Sensor Taps)

Commercial Warranty
Two years from manufacture date (12 months for Sensor Taps)
OR
Two years from date of purchase if proof of purchase can be provided (12 months for Sensor Taps)
OR
Two years from installation or occupancy, provided this within one year of purchase (12 months for Sensor Taps)

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 are 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 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 unit’s install &  commissioning requirements
• Not exposed the unit to any abnormal operating conditions such as excessive temperature or moisture exposure
• Appropriate specification for site usage, i.e. not under sizing the unit for the demand required

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

Although our units are covered by a warranty period, consumable items are not included to 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.

Good question. Filters can accumulate organic matter via the filtration process, leading to biofilm development. Filters must be replaced every 6 months, dependent on local conditions, whether used frequently or not.

Purchase your replacement filters and CO2 bottles from our webshop. For quick reference, the part number will be on your filter or CO2 bottle. Use the QR code to track your purchases or find the right replacement parts.

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

Having a service plan 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 whilst they are at it with a Silver Level Plan or higher.

If your Billi tap hot water is not working and the red light isn’t flashing, it may be due to an accidental deactivation. To reactivate, following these instructions.

• 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 and release the hot lever (or touchpads on XT/XR) to toggle between the Hot settings.
• Once either a Padlock symbol if you also require the safety function, or a solid red light are present, touch the safety switch to set.

This is likely due to the Co2 canister being depleted through use. Check the C02 gauge located on top of the connected C02 bottle. If the pin on the gauge is indicating at, or close to 0, please replace the C02 canister with a full C02 canister. These can be ordered on our web store or purchased from a Billi Merchant. The part number for a replacement C02 bottle can be found the current bottle.

You’ll find instructions for changing the CO2 bottle in your manual or with your new canister purchase. You can also view a helpful “how-to” video.

• Solid green lights: Filter overdue. Hold down both levers to confirm, then reset the system by changing the filter.
• Flashing lights: Indicates a fault. Hold both levers and note the sequence. Reset the power and see if the issue is resolved. If not, contact Billi tap customer service.

If your unit is leaking, turn off the main water supply and power immediately. Contact our service team to arrange an urgent repair.

Best practice is to contact your local area governing body for disposal requirements, as these can vary from area to area.

The Unit is in Standby mode. To deactivate this mode, follow the below instructions.

Setup Enabled Features
To enter this mode:

• Turn on the unit and wait for normal operation.
• Remove the front panel of the unit to access the pressure release button later.
• 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 release button.
• You are now in the tap setting modes

The tap display will now show the enabled features.
XL/XT/XR 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 (only applicable to Alpine 125, Sahara and Quadra Sparkling units)
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 touchpads on XT/XR) 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.

Your Billi Quadra / B-6000 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.

The optimal setting for your sparkling water unit is between 5 & 6 on the thermostat dial.

At present, we do not have larger bottles for sale however watch this space. Purchasing and connecting 3rd party NON Billi Branded C02 bottles to our units is not recommended as we cannot guarantee they are fit for purpose and may lead to voiding any warranty.

This is dependent on the level of carbonation you enjoy, however you should not exceed 5bar on the C02 regulator gauge. Common preference for most users is 4bar.