Oracle — Troubleshooter

🔧 What's the problem?

Choose the closest match:

🛁 Hot Tub — What's the issue?

❄️ Hot Tub Not Heating

Step 1 — Is it within the expected window?

How long has the hot tub been on?

Let's investigate 🔍

Step 1 — Any error code on the display?

Look at the control panel on the pump unit. Is there any code showing? (E1, E2, E3, E6, FIL, CGH, or similar)

Let's check the filter

A dirty filter is the most common reason a hot tub stops heating — even when there's no error code.

What does the filter look like?

🧹 Clean the Filter

1. Remove the filter cartridge from the pump unit
2. Take it to a tap or hose
3. Rinse under clean running water, working from top to bottom
4. Keep rinsing until the water runs completely clear
5. Replace the cartridge firmly back in the housing
6. Turn the hot tub back on and press HEAT

Did that fix it?

🔄 Reset the Heater

Let's try a manual heater reset:

1. On the control panel, find the Filter button (looks like a DNA helix or spiral)
2. Hold it down for 10 seconds
3. The display should flash or reset
4. Wait 2 minutes, then try heating again

🔄 Try a Heater Reset

1. Find the Filter button on the control panel (DNA helix symbol)
2. Hold for 10 seconds — display will flash
3. Wait 2 minutes
4. Press HEAT button

Finding the Filter

The filter is inside the pump unit — the rectangular plastic box with the display screen and buttons.

1. Look for a round cap on the side or top of the pump unit
2. It usually has a handle or grip
3. Unscrew anti-clockwise to open
4. Pull out the white/grey cylindrical cartridge

🔴 Hot Tub Error Codes

Which code are you seeing?

🌡️ E1 — Water Temperature Fault

Fix steps:

1. Switch the hot tub OFF completely at the control panel
2. Remove the cover and let it cool for 30 minutes
3. Switch back on — the error should clear
4. Set temperature to maximum 38°C (do not override)

Did the E1 clear after cooling?

🥶 E2 — Water Too Cold / Frost Protection

Fix steps:

1. Check the hot tub is actually plugged in and switched on
2. Check the PRCD reset button on the plug — press it if the light is off
3. Switch off, wait 30 seconds, switch back on
4. Press HEAT — it should start warming

🚨 E3 — High Temperature Safety Cutoff

1. Do NOT enter the water
2. Switch the hot tub OFF completely
3. Remove the cover to help it cool
4. Do not restart — contact us immediately

🌊 E6 — Flow / Sensor Fault

1. Switch the hot tub off
2. Check water level — must be between MIN and MAX lines
3. Clean the filter — remove, rinse until clear, replace
4. Check the filter inlet isn't blocked by debris
5. Switch back on — E6 should clear

🪖 CGH — Cover / Water Level Issue

1. Remove the cover completely and set aside
2. Check the water level — it should be between MIN and MAX
3. If low: top up with the fill hose (D1/D2 — we can remotely top up!)
4. Restart the hot tub
5. Replace the cover once running

🧹 FIL — Filter Needs Cleaning

1. Switch the hot tub off
2. Open the filter compartment (round cap on pump unit)
3. Remove the white cylindrical filter cartridge
4. Rinse under a tap from top to bottom until water runs clear
5. Replace firmly and switch back on
6. FIL should clear within a few minutes

❓ Unknown Error Code

In the meantime, try this universal reset:

1. Switch the hot tub off completely
2. Unplug from the power socket
3. Wait 5 minutes
4. Plug back in and switch on

💨 Jets / Bubbles Not Working

1. Press the BUBBLE / JET button on the control panel — it may have been turned off
2. Check the airflow dial on the side of the tub (if fitted) — turn it fully open
3. Make sure the water level is between MIN and MAX — low water kills the jets
4. Check for any FIL or E6 error code → if yes, clean filter first
5. Switch off, wait 30 seconds, switch on and try jets again

🌫️ Cloudy or Smelly Water

Mild cloudiness (slight haze):

1. Clean the filter — rinse thoroughly
2. Let the filtration cycle run for 2–3 hours
3. Check again — should clear naturally

Strong cloudiness or bad smell:

🔌 Hot Tub Won't Turn On

Let's check the power supply:

1. Check the hot tub is plugged in firmly at the socket
2. Look at the plug itself — is there a small button on it? Press it firmly. Does a light come on?
3. Check the socket — plug in your phone charger to test if the socket has power
4. If no socket power → go to Power / Electrics troubleshooter

📏 Low Water Level

D1 and D2 guests — we can help remotely!

Our team can activate the top-up valve via our smart home system. Just say the word and we'll start filling it for you — tell us when it hits the MAX line!

Other domes:

1. Find the fill hose near the hot tub
2. Connect to the nearest tap/standpipe
3. Fill slowly until water reaches the MAX line
4. Remove hose and restart the hot tub

💦 Hot Tub Leaking

Where is the water coming from?

🔧 Hose Connection Leak

1. Switch the pump OFF
2. Locate the leaking connection — usually where hoses join the pump unit
3. Try turning the collar clockwise to tighten
4. Switch back on and check

💦 Unknown Leak Source

Please switch the hot tub off for now, and don't use it until we've assessed it.

⚡ Power Issues

What's lost power?

🔌 One Appliance Lost Power

1. Check the appliance is plugged in firmly
2. Look at the plug — is there a small button on the plug body? (This is the PRCD safety device)
   Press it firmly — a small indicator light should come on
3. Try plugging something else (phone charger) into the same socket
   → Charger works? = Appliance fault, not power issue
   → Charger doesn't work? = Socket/zone issue, see below

🏠 Whole Dome Lost Power

Which property are you in? This tells me exactly where your reset switches are.

⚡ Partial Power Loss

When part of a dome loses power, it's usually a Layer 2 zone RCD that's tripped.

Which property are you in?

⚡ Power Reset Guide

⚠️ Switch Keeps Tripping

1. Try unplugging all appliances in the affected area
2. Reset the switch again
3. If it holds → plug appliances back in one by one to find the faulty one
4. If it trips immediately with nothing plugged in → electrical fault, do not use

🔥 Heating Issues

What type of heating do you have?

🪵 Log Burner Not Heating

Is the fire currently burning?

🔥 Fire is Burning

If the fire is burning but the dome still feels cold, check:

1. How long has it been burning? — Log burners take 1–2 hours to really heat a space
2. Close all windows and doors — even a small gap bleeds heat quickly
3. Close the curtains/blinds — reduces heat loss through glass
4. Realistic target: Outside 9°C → maximum inside ~19°C with a good fire
5. Add more logs — a small fire won't heat the dome effectively

🪵 Lighting the Log Burner

1. Open the air vents fully (usually a slide or knob at the base)
2. Place 2–3 firelighters in the centre of the grate
3. Stack kindling in a crisscross pattern over the firelighters
4. Place 1–2 small logs over the kindling (not too many — smother the flame)
5. Light the firelighters
6. Leave the door slightly ajar for the first 5 minutes to get airflow
7. Once going well, close door and adjust air vent to maintain flame

Firelighters and kindling should be in the welcome pack or next to the log basket.

🪵 Struggling to Light

1. Are the logs dry? Wet/damp logs won't burn — check for dry kindling instead
2. Is the flue/chimney open? There should be a damper handle — make sure it's open
3. Try a top-down fire: logs first, kindling on top, firelighters on top of that — light the top
4. Hold a lit newspaper near the flue opening for 30 seconds to warm the flue before lighting (helps draw)

🔵 Bio-Ethanol Fire

1. Check the fuel level — is there ethanol in the burner tray?
2. If empty: refill with bio-ethanol fuel only (there should be a bottle in your welcome kit)
3. Use the supplied lighter/long match — hold near the surface, don't pour fuel while lit
4. Adjust flame size using the slider/cover on the burner

⚡ Electric Heater Issue

1. Check it's plugged in and switched on at the wall
2. Check the PRCD button on the plug — press to reset
3. Set the thermostat to maximum
4. Give it 20–30 minutes — electric heaters need time to warm the space
5. Close all doors and windows to retain heat

🤔 Identify Your Heating

• Metal box with glass door and logs inside = Log burner
• Glass/metal unit with a blue flame burning gel/liquid = Bio-ethanol
• White panel on wall or freestanding fan heater = Electric

📶 WiFi / Internet Issues

What's happening?

📶 Can't Connect to WiFi

1. WiFi name: CountryLife (or check your welcome guide for the password)
2. Try forgetting the network on your device and reconnecting
3. Turn your device's WiFi off and back on
4. Try another device — does that connect?

📶 Network Not Visible

If the WiFi network isn't showing up at all, the router may need a restart.

1. Locate the eero router (small white disc — usually near the power supply or in the main building)
2. Unplug it from power
3. Wait 30 seconds
4. Plug back in — it takes 2–3 minutes to fully restart
5. Check if network reappears

🐌 WiFi Very Slow

1. Move closer to the main building / eero router if possible
2. Restart your device
3. Check if other guests are experiencing the same (peak usage times can be slower)
4. For video calls or streaming, try 4G/5G instead

📶 WiFi Keeps Dropping

1. Check if your device is very far from the eero node
2. Toggle WiFi off/on on your device
3. If it drops repeatedly within a short time → router restart (see above)

💧 Water Issues

🥶 Cold Water / No Hot Water

1. Is the hot water heater/boiler switched on? Check for an ON switch near the water heater
2. For instant/electric heaters: check the PRCD on the plug
3. After switching on, allow 20–30 minutes for water to heat
4. Run the tap for 2 minutes to clear cold water from the pipes

❌ No Water at All

1. Check if other taps in the dome work
2. Ask nearby guests if they have water (site-wide issue?)
3. Check there are no visible leaks causing loss of pressure

📉 Low Water Pressure

1. Check if both hot and cold are low, or just one
2. Check if other guests have the same issue
3. Avoid peak usage times if possible (mornings)

💦 Water Leak

1. If significant: turn off water at the stopcock (usually under the sink)
2. Place towels to prevent water damage spreading
3. Switch off any electrical items near the water

🔐 Locks / Access Issues

🔢 Keypad Not Accepting Code

1. Make sure you're using the correct code from your booking confirmation or welcome message
2. Press each digit firmly and slowly — keypads can miss fast inputs
3. Wait 10 seconds and try again (some keypads lock out after failures)
4. Check the keypad has power — look for a light indicator

🔑 Key Safe Won't Open

1. Enter the code from your booking, then press # or the confirm button
2. Try pressing the clear button first, then re-enter the code
3. For rotating dial types: align numbers, press side button to release
4. In cold weather, dials can stiffen — warm with your hands and try again

🚪 Door Jammed / Won't Open

1. Try lifting the handle up while turning the key
2. Push lightly on the door while turning the handle
3. In wet weather, wooden doors swell — lean your shoulder against it while trying the handle
4. Check the door is being opened the correct way (push vs pull)

🔑 Lost Key / Fob

Please let us know immediately — we'll arrange access for you and check if any security measures need updating.

🗺️ Lost or Can't Find Something

🚗 Getting to The Country Life

Which property are you staying in?

⭐ Entrance 1 — Star Dome, Cottage & Groups

🛖 Entrance 2 — D0, D1, D2, D3, D4

🤔 Not Sure Which Entrance?

Check your booking confirmation — the property name will tell you:

• Entrance 1: Star Dome, Cottage, any group booking
• Entrance 2 (blue lights): Dome 1 (ONE), Secret (D2), Halo (D3), Shepherds (D4), D0 Bus

If you're still not sure, use Entrance 2 first — it serves most of our domes and is clearly marked with the Bullington Hall sign and blue lights at night.

📍 Can't Find Something On Site

What are you looking for?

🛖 Finding Your Dome

Using our site map:

🗺️ Open full site map →

🛁 Finding Your Hot Tub

Every dome has its own private hot tub, located immediately outside or adjacent to your unit.

• Look for the inflatable spa with a grey cover on it
• It should be within 5 metres of your dome entrance
• The pump unit (rectangular box with display) is beside it

🚻 Toilets & Showers

Your dome may also have a private toilet/shower — check inside your accommodation first!

🎯 Activities on Site

🧴 Supplies & Extras

⚠️ The supply room cannot be accessed during group bookings.

🅿️ Parking

🅿️ Parking at The Country Life

❓ Other Issue

Please describe what's happening and we'll get someone on it right away.