Customer Care

Customer support • system design • installation advice • using your tank • how to contact us

Customer support information

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    How can I buy a Mixergy tank?

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    There are two options to buy a Mixergy tank.

    1. You can buy a tank direct from Mixergy by completing the quotation form. The Mixergy sales team will then call you to confirm your order and arrange for payment. Alternatively, you can contact the sales team directly on 01865 884343 (select option 1).
    2. You can buy a tank through one of the Mixergy Approved Installers. Simply fill out the “Get an installed quote” form and we will pass your details to an installer who operates locally – they will contact you directly to provide a quotation for supply and installation.
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    What payment methods do you accept?

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    Payment to Mixergy can be made by bank transfer or by debit or credit card. Acceptable card options include Visa, Mastercard and American Express.

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    How can I get an update on my Mixergy tank order?

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    If you’ve already ordered a tank and need to get an update on delivery, get in touch with the Order Fulfilment team on fulfilment@mixergy.co.uk or call 01865 884343 (select option 2). If possible, please have your order details with you so.

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    Where can I find details on the Mixergy warranty?

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    Mixergy tanks come with a 25-year warranty, with all peripheral components and electronics subject to a 3-year warranty. To validate the warranty, your tank must be registered and connected to the Mixergy network. Full details of our warranty information can be found here.

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    Where can I find customer reviews on Mixergy?

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    You can find customer reviews on Trustpilot or Google Reviews.

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    I’ve got a technical problem with my tank – what do I do?

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    Please take a look at your User Guide which was provided with your tank – you can also download a copy here.

    If you still have a problem, you can send a message to our technical team through the Contact page.

    Alternatively, call us on 01865 884 343 and select option 3.

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    Where are Mixergy tanks manufactured?

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    Mixergy tanks are proudly manufactured in the UK.

System design information

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    How do I work out what the right Mixergy tank is for me?

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    Mixergy tanks come in a range of sizes and configurations to suit the needs of your home. The key points that you need to consider are detailed in our “What’s the right Mixergy tank for you?” section here. You can also get in touch with the Mixergy team here who will be happy to talk through the options.

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    Can I use more than one heat source to heat my water?

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    With a Mixergy tank you can heat your water with a range of energy sources: gas or oil boiler, electric, solar PV, solar thermal or heat pump. Take a look at our “What’s the right Mixergy tank for you?” page for more details.

    You can also see the available options using our configuration tool when you get a quote.

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    Can Mixergy tanks also deliver space heating?

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    Mixergy tanks are designed for hot water delivery only. Space heating is generally designed to be provided by either boilers (70-80°C water) or heat pumps (30-45°C water) and make use of closed water loops. The water in these loops (i.e. your radiators or underfloor heating) is NOT potable and cannot be mixed with the hot water supply that the Mixergy tank delivers.

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    I have a combi boiler. Can I use this to heat my water?

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    Yes. You will need to plumb the Mixergy tank into your central heating loop (i.e. what your radiators connect to). The ‘combi’ part of your boiler would be disconnected, effectively converting the combi boiler into a system boiler.

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    Do I need a PV diverter in order to heat my water with my solar PV?

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    Yes. Without a PV diverter you cannot detect when your PV system is generating surplus power which is not being used elsewhere in the house – so your Mixergy tank will have no way of detecting when power can be drawn.

    PV diverters are able to modulate the power drawn from the electric immersion element. For example, if there is only 1kW of excess PV available, the PV diverter can draw just 1kW of power through the immersion to heat the water. Without the PV diverter, the immersion element would draw 3kW of power, causing 2kW to be imported into the household from the grid during heating.

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    Which PV diverters are Mixergy tanks compatible with?

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    Mixergy tanks are compatible with all common PV diverters such as solar iBoost, immerSUN and the myenergi eddi. If your system is specified for use with a PV diverter, we will provide a secondary immersion element for the diverter to plug into. Select the option to connect to solar PV panels on our configuration tool when you get a quote.

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    Does Mixergy offer a dual-coil / solar thermal option?

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    Yes. More information is available on our Solar Tank page. You can also select the option to connect to solar thermal collectors on our configuration tool when you get a quote.

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    Why do Mixergy tanks connect to the internet?

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    Mixergy tanks connect to the internet to enable smarter control of the hot water using the Mixergy App. It also means we can provide software updates whenever new App features become available. Being connected also means that we can use remotely diagnose any problems that you might be experiencing with your tank.

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    Can I still use a Mixergy tank if there is no Wi-Fi or internet connection?

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    Mixergy tanks do not require Wi-Fi. Mixergy provides a power-line adapter device that directly plugs into your broadband router, and the tank uses powerline communication to provide an internet connection.

    If you don’t have a broadband connection, the tank can still operate in offline mode. When the tank is offline, app control and smart scheduling become unavailable. However, the tank can still be controlled locally using the gauge. This is explained further in the User Guide.

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    My internet connection is poor. Will this affect how my Mixergy tank works?

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    Mixergy tanks do not require a high-speed internet connection. A relatively slow but stable internet connection will work fine. If the internet does temporarily disconnect, the tank will continue to heat according to the last schedule set when there was an internet connection. You can also use the gauge to boost the tank without the need for internet.

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    Will my Mixergy tank still work if my internet stops working?

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    The Mixergy tank has ‘memory’ and will follow the last known schedule until the tank reconnects to the network. If the schedule has changed during that period, the tank will then update its schedule. The tank can always be controlled by the gauge even if there is no internet.

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    Can my Mixergy tank operate with smart home controls?

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    The Mixergy tank is able to interface with smart home controls using a simple switched live line. This allows the Mixergy tank to receive scheduled heating signals from a Hive, Nest, tado, or other similar home controllers that you might have installed. Please note: If you choose to control your tank in this way, you will lose the ability to control a number of your tank’s features such as smart (variable) scheduling and volumetric charging.

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    Can Mixergy remotely connect to the tank and help me if I have a problem?

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    Yes, providing the Mixergy tank is online (blue connectivity light present on the gauge), the technical team at Mixergy will be able to remotely connect and help as required.

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    Is there a minimum flow rate required for the Mixergy tank?

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    There is no minimum flow rate required for the Mixergy tank to operate. However, if you are to straight swap a conventional cylinder with a Mixergy tank, this will not improve the home’s hot water flow rate as this is limited by the flow rate supplied to the tank. For unvented installations, we recommend 20 litres per minute for an optimal hot water experience.

Installation information

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    How can I find an Approved Installer?

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    The easiest way to find an Approved Installer operating in your area is to use our installer map. Alternatively, get in touch with the Mixergy team here and we will be happy to help.

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    Does my Mixergy tank have to be installed by an Approved Installer?

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    Mixergy tanks can be installed by any plumber or heating engineer with the relevant qualifications. We do of course highly recommend using one of our Approved Installers for their expert Mixergy knowledge! You can find an approved installer here.

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    What qualifications must my installer have to fit a Mixergy tank?

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    It is mandatory that installers must hold a BPEC G3 qualification if they are to install an unvented hot water tank.

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    Are Mixergy tanks installed differently from conventional hot water tanks?

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    The installation of a Mixergy tank should be familiar to plumbers and heating engineers experienced with standard vented or unvented cylinder installations. Mixergy tanks are designed with a plumbing footprint similar to that of conventional tanks. There is a single inlet for the cold feed at the bottom of the tank, and a single outlet for hot water at the top of the tank. With the exception of the added internet connectivity, the plumbing and electrical work is essentially identical.

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    What wiring is required to install a Mixergy tank?

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    A Mixergy tank requires a mains voltage electrical supply. Mixergy tanks must be connected to a dedicated 16A MCB protected circuit via a 20A DP switch, and be wired to the latest IEE wiring regulation. A qualified electrician is required to make an electrical connection to the unit.

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    Can I install a water softener with the Mixergy tank?

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    Mixergy recommend that water softeners are used in areas of hard water. Please note that the Mixergy warranty is invalidated for any installation in areas of >300ppm of calcium chloride. You can check the water hardness in your area by checking your local water supplier’s website.

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    How do I connect to smart voice devices like Google Assistant or Alexa?

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    Your Mixergy tank can be controlled with voice control using Google Assistant or Amazon Alexa. A full list of commands for Google can be found here, or for Amazon Alexa here.

Using my tank information

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    I’ve just had my Mixergy tank installed. How do I start to use it?

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    Your tank should have arrived with our User Guide, which provides lots of information and advice on how to use your tank.

    You can also take a look at the ‘Get started with your Mixergy tank’ video which can be found here.

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    I’ve got a technical problem with my tank – what do I do?

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    First, we recommend taking a look through the questions and answers detailed – it may be that these will help. You should also take a look at your User Guide which was provided with your tank – you can also download a copy here.

    If you still have a problem, you can message our technical team through the Contact page. Alternatively, call us on 01865 884 343 and select option 3.

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    Can Mixergy remotely connect to the tank and help me if I have a problem?

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    Yes, providing the Mixergy tank is online (blue connectivity light present on the gauge), the technical team at Mixergy will be able to remotely connect and help as required.

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    Where can I find out how to use the Mixergy App?

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    Take a look at the Mixergy App page. Detailed information on how to set up and operate your Mixergy tank using the App, is also available in your User Guide.

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    How do I get the Mixergy App?

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    The Mixergy App is available to download for free via the Apple App Store here or via Google Play Store here.

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    How do I connect to smart voice devices like Google Assistant or Alexa?

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    Your Mixergy tank can be controlled with voice control using Google Assistant or Amazon Alexa. A full list of commands for Google can be found here, or for Amazon Alexa here.

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    Why won’t my tank heat above a certain %?

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    When operating in indirect mode – for example, with a gas boiler – the boiler heats up the fluid which passes through a coil inside the Mixergy tank to transfer the heat to the water inside the tank. If the gas boiler’s target temperature is too close or lower than the Mixergy’s target temperature, the gas boiler will not be able to deliver sufficient heat to the Mixergy tank. This is called boiler short-cycling. To avoid this, you should increase the gas boiler temperature and/or reduce Mixergy’s target temperature.

    When operating in direct electric mode, this could be caused by the immersion thermostat being set too low, resulting in the thermostat tripping prematurely. You can resolve this by turning up the immersion thermostat.

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    Why is my tank heating when the schedule is not set to heat?

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    This could be due to one of the following: 

    1. The tank may have been boosted from the gauge of the App. 
    2. If you have set ‘maintain levels’ within the App, then your tank will automatically begin to heat when the water level drops below the minimum parameter. 
    3. If you have solar PV or solar thermal, your tank will automatically heat when surplus energy becomes available. 
    4. A sterilisation cycle occurs every two weeks. This will heat the tank entirely to 100% in order to prevent legionella growth. 
    5. If you have automatic heating control, your heating schedule will be automatically optimised and may be altered to assist with balancing of the National Grid system. 
    6. The tank runs a frost protection function. If the bottom temperature of the tank falls below 5°C, the tank will heat up until the bottom reaches 15°C. You can disable this function in the tank settings on the App. 

Useful Videos

Get Started With Your Mixergy Tank

Use Alexa to check how much hot water you currently have or give your Mixergy tank a boost

Understand what selecting Mixergy’s heat pump ready cylinder means for you as a homeowner

What is a Mixergy tank? Smart, connected, flexible and future-proofed for a future of low-carbon living.

Fully Charged: Mixergy Hot Water Tank

Fully Charged PLUS: Mixergy Smart Tanks – The Hot Water Battery