FAQs
Every pool owner runs into a question sooner or later, whether it's about water clarity, equipment noises, or something that just doesn't look right. This page brings together the answers to the questions we're asked most often, along with straightforward troubleshooting steps you can try before picking up the phone.
If you can't find what you're looking for, our team is on hand to help directly, so you're never left guessing.
If you are getting error message it means the levels are incorrect and it can not correct it self as its to far out of range.
The most common cause of an error is running out of acid or chlorine. This can cause the chemical levels to be incorrect and it can also introduce air into the dosing lines.
If you have no acid you may find the pH starts to rise. If you run out of chlorine the chlorine level will drop.
The first step is to check both barrels and ensure they haven't run out. Remember to use your PPE.
If you need to change the barrel because it has run dry we would recommend carrying out a dosing test to try and remove the air in the line.
- From the start screen, select SETTINGS.
- Select DOSING TEST.
- Select START in the yellow box on the left of the screen. This starts the chlorine pump on the left of your ASIN Aqua.
- While the pump is running check all the connections of your clear plastic tubes to the chlorine pump. Check the valves are not blocked or leaking and that there are no air bubbles.
WARNING: Make sure fluid moves through the clear plastic tubes through the pumps to the pool water. - Select STOP.
You should now see liquid going through the tubes. Once this is complete you can go back to the home screen to see what the levels are.
Your target values are ORP (CHLORINE) 700 and pH 7.2-7.6. (Please note is safe to swim in the pool with ORP levels between 600 and 900).
If you have changed the barrel and can see the liquid coming through the levels should change over the next 48 hours.
If this is not the case or you still have concerns please contact us at service@waterstream.co.uk and if possible send us a photo of your readings so that we can assist further.
- Liquid chlorine has a shelf life of approx 9 months when kept in a cool dark place, it lasts less time if stored in direct sunlight. After that the chlorine can lose its effectiveness, so even if it is doing the readings may not change.
- Heavy usage of the pool will change the chemical readings as will leaving the cover off (this burns chlorine a lot faster than when the cover is on)
- Heavy rain will dilute your chlorine and decrease the pH.
- Building work, the dust and dirt getting into the pool with affect your chemical levels.
- Probe calibration will affect readings, uncalibrated probes will potentially give inaccurate results. We can calibrate or replace probes if required.
Don't forget, your auto dosing system is designed to make small changes to the pH and chlorine levels, it will not make large adjustments to these chemicals nor will it regulate your TA (Total Alkalinity).
The injectors and probes should be changed annually as the high concentration of chemicals passing through them causes corrosion. We can do this for you, just contact us for a quote.
Owning a swimming pool is a significant investment, and we understand that, over time, certain issues may arise. Fortunately, many of these problems are covered under your pool's 2 year warranty, ensuring that you receive prompt and professional assistance when needed.
If you encounter any issues with your pool that you believe may be covered under warranty, it’s important to reach out to us as soon as possible. If you think you may have a problem contact us at service@waterstream.co.uk, if you can provide a picture of the issue that may help us to understand the concern. Please include a thorough description of what you’re experiencing to help our team diagnose the issue before arriving on site, potentially speeding up the repair process.
Once we have all the necessary information, we will schedule a visit from one of our experienced engineers at the earliest opportunity. Our goal is to correct any faults with your pool as quickly and effectively as possible, minimising any disruption to your enjoyment of your pool.
We take pride in our commitment to quality and customer satisfaction. Rest assured that when you report a warranty issue, we will work diligently to resolve it, ensuring that your pool continues to function flawlessly. Your peace of mind is our top priority, and we are here to support you throughout the entire warranty process.
The length of the warranty on your swimming pool can vary depending on the specific components. However, as a general rule, most parts of your pool are covered by a comprehensive 2-year parts and labor warranty. This means that if any issues arise within the first two years of installation, we will repair or replace the faulty parts at no cost to you, including the cost of labor.
The pool shell comes with an extended warranty for additional peace of mind and to protect your investment.
For a detailed breakdown of the warranty periods for each part of your pool, we encourage you to review your warranty documentation or contact our customer service team.
We're always here to help clarify any questions you might have about the coverage of your pool.
There are certain components on your pool systems that are wear and tear items that are not covered by warranty very much like your car has consumable items, so does your pool.
- O-Rings and seals - Rubber will perish overtime and this can be due accelerated by chemical imbalance within the pool.
- Pool filter - The main filter in your plant room contains a media (glass/sand) that catches the dirt. The life of this media can be reduced by many factors, such as if the chemical balance is out, the pool is heavily used, debris in the pool is high and less frequent backwashing takes place.
- UV Bulb - Bulbs have a set number of working hours and degrade naturally with use.
- Pool light - We ensure the bulb works at the time of installation/purchase.
- Auto dosing probes - these require regular calibration to maximise their lifespan but can last up to two years if maintained to specification.
- Auto dosing Tubes - These wear during operation and also due to the nature of the chemicals they transport. We recommend changing them annually to prevent leaks.
Chemical levels are changed by rainfall, tap water, sun cream, debris (leaves), bacteria and dead skin amongst other things and are constantly changing.
For pools using manual dosing, if you think your pool chemicals are not correctly balanced: take a reading with a test strip.
Make sure your test strips are kept in a cool dry area. An open pack lasts approximately 1 month before readings can be affected.
Before adding any chemicals remember never to mix chemicals with each other.
Before handling or adding any pool chemicals check the label for safety and dosing instructions.
All chemicals must be stored in a cool dry place and not in the plant room or direct sunlight.
If any of your chemicals are over a year old they may less effective and you should consider replacing them.
If the chlorine level is too low the bacteria in your pool will not be killed and eventually the water will not be safe to swim in.
If your chlorine reading is low and you use multifunctional tablets check there some tablets in the feeder. (Remember to switch off the pump and wear protective equipment before opening the chlorine feeder lid)
Alternatively add chlorine granules to the pool to raise the level. (Remember the best place to add granules is in front of the return jets so that they naturally spread around the pool)
Low pH means you have acidic water in your pool. This will result in itchy eyes for people swimming in the pool but also it will cause premature wear to rubber seals and O Rings in your plant room.
Add pH Plus to the pool in front of the return jets.
Total Alkanity (TA) is a buffer that reduces large variations in your pool chemical readings. Having a good TA level can make chemical management easier and longer term reduce the amount of chemicals you use.
If your TA reading is low add TA in front of your return jets.
Leaving the cover off the pool when the weather is warm and sunny will naturally bring down your chlorine levels.
Complete a backwash for two minutes and a rinse for 30 seconds. Then refill the pool to optimum level and restest. Repeat if required.
Chlorine naturally raises your pH as it is an alkaline. Your target pH is between 6.9 and 7.5 because our bodies have a pH of 7.2 naturally and we want the water to match us. pH balanced water will also reduce premature wear on pool components as well as allowing the chlorine to work efficiently.
If you have a high pH add pH Minus in front of the return jets.
Having TA too high can reduce the efficiency of the chlorine in the pool resulting in additional chlorine usage or dirty water.
The best way to slowly bring TA down is to complete a backwash, refill the pool and take another reading. We recommend a backwash of no more than two minutes followed by a 30 second rinse. Then refill the pool to the optimum level and take another reading. Repeat if required.
Chemical levels are changed by rainfall, tap water, sun cream, debris (leaves), bacteria and dead skin amongst other things and are constantly changing.
For pools using auto-dosing, if you think your pool chemicals are not correctly balanced: take a reading with a test strip to verify your automated system readings are correct.
Make sure your test strips are kept in a cool dry area. An open pack lasts approximately 1 month before readings can be affected.
Before adding any chemicals remember never to mix chemicals with each other.
Before handling or adding any pool chemicals check the label for safety and dosing instructions.
All chemicals must be stored in a cool dry place and not in the plant room or direct sunlight.
If any of your chemicals are over a year old they may less effective and you should consider replacing them.
Check you have chlorine left in your black barrel.
Check the chlorine is being drawn through the dosing line, or can you see a lot of air?
Temporarily add chlorine granules to the pool around the return jets.
Look for any signs of leaks around the auto dosing unit but remember not to touch any chemicals without the appropriate PPE.
Contact us at service@waterstream.co.uk for further advice.
Low pH means the water is acidic. Check you have chlorine feeding into the pool still from the black barrel as this raises pH.
In the short term, add pH Plus in front of the return jets.
Total Alkanity (TA) is a buffer that reduces large variations in your pool chemical readings. Having a good TA level can make chemical management easier and longer term reduce the amount of chemicals you use.
If your TA reading is low add TA in front of your return jets.
Leaving the cover off the pool when the weather is warm and sunny will naturally bring down your chlorine levels.
Complete a backwash for two minutes and a rinse for 30 seconds. Then refill the pool to optimum level and restest. Repeat if required.
Check your blue acid barrel is not empty and change if required.
Check the acid is being drawn through the dosing lines and that you don't have any leaks.
In the short term, add pH Minus into the pool by the return jets.
Having TA too high can reduce the efficiency of the chlorine in the pool resulting in additional chlorine usage or dirty water.
The best way to slowly bring TA down is to complete a backwash, refill the pool and take another reading. We recommend a backwash of no more than two minutes followed by a 30 second rinse. Then refill the pool to the optimum level and take another reading. Repeat if required.
Sunshine (with the cover off), additional usage, old chemicals or inferior products can all result in the perception of higher chlorine consumption.
It is very common to see your consumption rise in summer as sunshine burns off chlorine so therefore you will use more, to reduce this close the cover when the pool is not in use.
Chlorine kills the bacteria you cant see. If the water quality is poor you may have a filtration issue. Try cleaning your pool and completing a backwash. Or contact us to book an ad-hoc pool clean at service@waterstream.co.uk
You can also try adding Floculant to your pump skimmer basket. This binds together smaller bacteria particles and makes them easier to be caught and trapped by the media filter as the water passes through the filter.
After this cloudy water can be caused by a loss of efficiency from your filter media. You may require a media change. Please contact us for more information.
Pool covers are fitted to our pool for three reasons. To conserve heat, to provide safety when not in use and reduce the amount of debris in the main section of the pool.
There are usually two main symptoms for the pool cover not working but first make sure you have power to the cover by looking at the LCD within your electrical box. If this is not lit up you may not have power.
Most issues with pool covers can be prevented by checking the water level before attempting to use the cover.
Inside the pit of the pool there is a barrel that the cover wraps around when the cover is closed. In certain circumstances the cover becomes tangled in the pit and will not come back out.
The most common cause is that the water level in the pool is either too high or too low. In Summer we often see cover issues due to the water level dropping below the minimum.
Our pools are designed with a pit to store the cover out of sight when not in use. If the water level is too low the cover will hit the wall separating the pool from the pit and cause the cover to unravel inside the pit.
The same thing can happen if the pool is overfilled. The cover will attempt to feed out from the pit and get stuck on the top rail where the pit cover stones rest which causes the cover to unravel in the pit.
We can resolve this by untangling and re-calibrating the cover. To avoid this reoccurring a good practice is to check the water level before attempting to open or close the cover.
The cover may not appear to be tangled but has stopped moving. This can happen when the cover is mid way through opening or closing.
Firstly check the isolation key is set to "on" to allow the cover to be used. Temporarily you can try restting the system. Ensure the water level is correct. Turn the key to off. Leave for five minutes. Turn the key back to on and test.
Water level can be a factor. If the level is too low the cover can get stuck on the ledge of the pool or still move but start to rub causing the cover motor to have to work harder.
Another cause could be an issue with the sensor, control panel, wiring or cover motor. This will require us to investigate and identify what parts require replacement. You may have an error code displayed, a photo of this code may help us to diagnose what has happened.
The cover shape is maintained by staying in contact with the water. If the water level drops sufficiently the cover is not in contact with the water and excessive heat will cause it to warp. This can then cause it to tangle by catching on the separating bar.