FAQ

These types of elements can only be switched on or off. So, in order to regulate the temperature between higher settings and lower settings, a timer is used to switch the element on and off for certain periods of time. If you select the highest temperature setting, then you will notice that the element seems to stay on all the time. This shows that the hob is working correctly. Never stare directly at ceramic elements while they are in use!

Was the element in use for an excessively long time? Was the diameter of the pan in use rather smaller than the diameter of element (so that the pan could not absorb all the heat from the element)? Were you able to switch the element back on again once it had cooled down?
If the answer to any of these questions is 'yes', then the safety cut-out may have operated and then re-set itself. If the hob keeps cutting out, then please contact the Service Department.

Is the pan size appropriate to the size of the element ring? What type of pan is being used? Aluminium conducts heat well but is not recommended because it tends to mark ceramic surfaces. Cast iron pans are good, but have to be used with care on ceramic surfaces because they are so heavy. Copper-bottomed pans are good if they are thick-bottomed. Stainless steel is generally very good.

This is normal-it is the outer circle of the element which creates the heat. When you switch the element off, you will see the inner coils glowing a little as the element cools down. Never stare directly at halogen elements while they are in use!! As long as you can boil about 2 pints of water in around 7 minutes then the ring is working correctly.

Is it just one of the elements of the elements or all of the elements? If all of the elements will not heat up, please check that the hob is switched on at the wall cooker point, and that the circuit breaker has not tripped off in the fuse box.
Did the element turn off suddenly? If so, the hob element may have over-heated. Allow it to cool down and then try again. Be sure to use pans with smooth, flat bases which are large enough to cover the outer ring. If the pan is too small, the hob may overheat (and the ceramic glass may crack).
Is it a touch control ceramic hob? If so, please check that the child safety lock has not been activated. If the hob will not respond to the touch controls, try switching off at the wall for 60 seconds and then switch back on.
Can the element not be switched on?
Has the cooker hood only been installed recently?
If yes, please be aware that in order to get best results with the airflow, it is best to turn on the fan about 5 minutes before starting to cook, and leave it running for about 15 minutes after the end of cooking. During most normal cooking, a medium extraction power setting should be sufficient.
As far as you are aware, is everything OK with the installation? The minimum clearance height between the hood and the hob must be observed (generally 75cm for gas hobs and at least 65cm for electric hobs). However if the hob is installed at a much greater height than this then the extraction can be ineffective. If the hood is installed for extraction mode (rather than recirculation), then it is important that the exhaust ducting is as short, straight and smooth as possible, with no sharp bends, and the ducting should be pulled tight. The diameter of the ducting should be at least 120mm to be effective.
Is the power of the motor sufficient for the size of the kitchen? To calculate the extraction rate required, multiply the room height x width x depth. Then deduct 20% (to allow for furniture) and multiply this figure by the number of air changes per hour required (which should be at least 6). For example, for a kitchen 2m high x 6m wide x 4m deep (48 cubic metres), take off 9.6 cubic metres for furniture = 38.4 cubic metres x 6 air changes per hour = 230.4. In other words, the extraction rate of the hood must be at least 230.4 cubic metres per hour. Please remember that the maximum extraction rate will be reduced if the hood is used in recirculation mode.
If the hood is not new, then please check that the grease filters have been cleaned.

Please activate the timer at the end of cooking. The fan will continue to run on at the previously selected speed for about 15 minutes and then switch off automatically. This will help to clear cooking odours and vapours. When you return to the hood later on, press the 'timer' button again to deactivate it, and then switch the hood off.

Is the hood in recirculation mode? If so, when were the carbon filters last changed? For the best results, please change the carbon filters at least once every 4 months.

Have the grease filters been washed in the dishwasher? If so they may have become discoloured, because grease filters are generally made of layers of aluminium which can discolour in the dishwasher. Please be assured that this discolouration will not affect the functioning of the filters.

Please try reducing the fan speed. Under normal circumstances, a medium fan speed should be sufficient. The higher fan speed should only really be necessary for intensive vapours, e.g. when cooking a curry.
Please remember that hoods tend to be noisier when used in recirculation mode compared to extraction mode. In extraction mode, narrower ducting tends to give rise to more noise than wider ducting (ducting with a diameter of at least 120mm is best).
Please check that the grease filters are installed correctly, to avoid excessive rattling.

Ovens:

The model number can be found on a white or silver data badge on; open the main oven door; the badge is situated on the bottom edge of the appliance or in the base of the pan storage drawer (high level models).

Hobs:

The model number can be found on the back or the base of the hob. This is usually removed by the installer and stuck onto the User manual for the customer.

This is caused by the protective covering of oil used during the manufacturing process. We recommend that the oven interior and furniture, shelves etc., are cleaned thoroughly with hot soapy water, wipe dry then heat the oven to maximum and leave on for 20 minutes to ensure all oil is removed.

The appliance has a cooling fan behind the control panel of the oven. The cooling fan is to keep the control knobs cool during cooking. This will continue to run for approximately 10-15 minutes after the appliance has been switched off.

A cooker hood must be no closer than a minimum of 650mm. If the cooker has a high level grill our recommended distance is 450mm, but you must check the manufacturers guidelines if not a New World product.

We would recommend a gap of at least 10mm on each side to ensure ease of removal when appliance has to be pulled out for cleaning or repair.

Can you feel any heat when you open the dishwasher door? If not, please request a service visit.

The dishwasher may be ''stuck'' in a previous programme, or it may think that a previously-selected programme has not yet finished. It may be necessary to cancel the current programme first before selecting a new one. Check the instruction manual. Usually, pressing and holding the start/pause/stop/cancel button until the beeping stops cancels the programme, then you can use the programme selection button to choose a new programme. If this still does not work, please switch off at the wall for 60 seconds and switch back on. If there is still a problem, request a service visit.

Has the salt reservoir been filled recently? If not, please add dishwasher salt to the salt reservoir until the water starts to be displaced. Then run the rinse cycle straight away. Salt must be used, even if using multi-action tabs (3-in-1, etc.).
On a new machine, was 1-2 litres of water poured into the salt reservoir before adding the salt (depending on the model)? If not, it may take a little while for the salt solution to reach its correct concentration. Don’t worry, the salt light will go out after a few cycles have been run.
Please check that the water hardness level has been set correctly on the machine. It may be that the water hardness level has been set too high, so that the machine thinks that the water is harder than it really is so it is using more softened water than it needs to, and as a result it is asking for the salt to be replenished more often. If there is still a problem, please request a service visit.

Yes, however it is important to note that dishwashers are really designed to be used with separate detergent, salt and rinse aid. If your model does not have a 'tablet' button then the dishwasher will not 'understand' that you are using combi-tabs and will still dispense rinse aid in the final rinse. This may result in blue or rainbow smeary marks on glassware. You must still put salt in the salt reservoir. If using combi-tabs, you may like to reduce the rinse aid dispenser setting to the lowest setting or leave the rinse aid reservoir empty. Please remember that tablets will need longer to dissolve and so should not be used on quick wash programmes.

Please do not use the machine, and do not start a programme. If you have access to a wet and dry cleaner (not a standard dry-use-only vacuum cleaner) then you can try to remove the powder and rinse the salt reservoir out. Otherwise please request a service visit.

Please check that the diameter of the pan is similar to the hotplate ring diameter. If the pan is much larger, then it will take longer to heat up. As a general rule it should take no longer than 7 minutes to boil 2 pints of water, provided that the pan has a smooth flat base, and provided that the diameter of the pan base is similar to the diameter of the element. Please check that the base of the pan is flat and smooth.

Please request a service visit.

Please check that a temperature has been selected by turning the regulator or switch. If the problem persists, please request a service visit.

Is a suitable ring with a lower power output being used? Has a low setting been selected? It may be helpful to try using a slightly larger pan next time so that the heat is spread over a wider area.

The element will need to be replaced, please request a service visit. Please always ensure that a correctly-sized pan is used on the element - if the diameter of the pan is too small then the element will blow.

Please ensure that the time of day has been set on any timer. Please ensure that both a function and a temperature setting have been selected. Please check which functions are not working before requesting a service visit.

Please ensure that the oven is being used with the door closed. Otherwise the circulation fan may cut-out. If the problem persists, please request a service visit.

Has the thermostat been set correctly? Fan cooking will generally require lower temperatures and shorter cooking times than conventional (top and bottom heat) cooking. If the problem persists, please request a service visit.

Is there heat? If there is no heat, then the element may need to be replaced. Please request a service visit.
If there is heat, is the food burning? If there is heat, and the food is burning, then the thermostat may need to be replaced. Please request a service visit.
If there is heat, and the food is not burning, then please request a service visit as an adjustment may be needed.

Please check which cavity and cooking function is being used. For example, on range cookers, the cooling fan will usually come on as soon as the grill is put on, but may not come on (or may only come on after a time) when using one of the ovens. Please contact us for further advice or request a service visit.

Have the control knobs been changed recently? Have regular knobs (for oven and grill) been put on instead of Switch Back System knobs? SBS knobs have the extra plastic 'lug' on the reverse to fit into the gears. If the wrong knobs are being used, or the plastic lugs have broken off the correct style of knobs, then it will be necessary to replace the knob(s). Please contact us to order replacement parts.

Are both the oven and grill working ok? Is the glass lid (hob burner cover) in a fully upright (90 degree angle) position (where fitted)? Can the knobs be turned easily? If the issue persists, please request a service visit.

Is it just one hob burner that will not ignite or all of them?
Is there an electricity supply to the hob?
Have the electrode(s)/spark plugs become wet or dirty?
Are the burner caps and skirts assembled correctly and are they clean?
Is there any smell of gas coming through? Are the gas taps difficult to turn?
If the issue persists, please request a service visit. Please advise whether there is an ignition button, or whether you press and turn the gas tap to ignite the gas.
Has the hob top/burner got wet or been cleaned recently? If so, please switch off the electricity supply to the hob/cooker until it has dried out, then re-connect the electricity supply.
Are the burner caps and skirts assembled correctly? Check and assemble the burner caps and skirts correctly.
Is the white ceramic sleeve around the electrode damaged or cracked? If so, please request a service visit.
If the issue persists, please request a service visit. Please advise which of the electrodes/spark plugs keep sparking.
Does the cooker use the switch back system? Do the knobs normally revolve when you lower the lid? Do the knobs have an extra piece of plastic on the reverse side? Has the plastic lug on the reverse of the knob broken off? If so, please contact us to order replacement knobs.
Does the cooker have a glass lid? If so please check if there is any wording on the lid advising not to lower the lid unless the burners have been turned off. In this case, the lid is not designed to shut off the gas supply when it is lowered. Always ensure that the hob burners are switched off and cool before lowering the lid. If there is no such wording, then please request a service visit.

Does this model have an FSD (flame supervisory device which starts on a low flame and then goes high)? If so the FSD may need to be replaced. If not, the thermostat may need to be replaced. Please contact us to arrange a service visit.

Is the gas tap/control knob being held in for at least 15 seconds after the flame has lit? This will give time for the thermocouple to heat up so that it 'knows' that the flame has been established and so will continue to let the gas through. If the issue persists, please request a service visit.

Is the door not hanging correctly, or is it a problem with the door not staying shut? Please contact us to arrange a service visit.

Is the cooling fan working? If the model does not have a cooling fan, is the heatshield guard being put in place when grilling?
Are the doors closing well? Apart from the grill door which is left open during grilling (on most models), please ensure that the doors are left closed as much as possible.
If the issue persists, please request a service visit.
Does the oven have a timer? If so, is the timer in automatic mode? Please set the timer into manual mode.
Can the oven thermostat dial be turned fairly easily? If the issue persists, please request a service visit.

Please make sure that the pans being used have a magnetic base. It should be possible to stick a magnet to the whole base of the pan. On induction hobs, the pan does not need to be as large as the ring, but the base of the pan should be at least 12cm/5 inches.

You may hear more noise compared to a standard ceramic hob. There will be the sound of the cooling fan which helps to cool the electronics and so prolong the life of the machine. There is also a vibration sound when the induction unit ''communicates'' with the pan via the magnetic field. Reducing the power level a little should help.

There is no pan on the hob or the hob thinks that the pan being used is unsuitable. Check that the correct magnetic pans of an appropriate size are being used. If the issue persists, please request a service visit.

Depending on the model, there is an overall amount of power available to each pair of rings. When one ring is being used on the booster function (to bring to the boil quickly), then it ''borrows'' extra power from the other ring, so that the other ring will not be able to run on full power output.

Try switching off at the wall, then back on, to see if the error clears. If the issue persists, please request a service visit.

A combination oven is a fan convection oven, grill and microwave in one. When you use combination programmes (fan oven + microwave, or grill + microwave) you get the speed and convenience of microwave cooking along with the flavoursome results of traditional cooking. Combination cooking is generally twice as fast as conventional cooking.

Heat resistant glass is best because it can withstand microwave, grill and fan oven energy. Metal is fine for oven and grill, but would cause arcing in microwave mode. On the other hand, plastics would be fine for microwave only mode, but would melt if used for oven or grill.

Generally, fill the container with water and place in the oven. Set the oven to microwave only full power for 20 seconds. At the end of the 20 seconds, the water should be warm, but the container itself should be cool. This is because the microwave energy has passed through the container and been absorbed by the water. If, on the other hand, the water was cool but the container was hot then it would not be suitable. If you ever got arcing during the test, then the container may contain metal and would not be suitable. In the case of arcing, cancel the test straight away.

During heating, bubbles can form in an uneven way and the liquids can overspill suddenly. To prevent this, please stir the liquid before, during and after heating. Good kitchen shops also have plastic microwave stirring rods which can be left it place during heating to help prevent bubbling over and to aid stirring.

Please check that the roller ring underneath the glass plate is clean and has been positioned correctly, and that the glass plate is positioned correctly on the turntable support. If the issue persists, please request a service visit.
Please check that turntable rotation has not been deactivated (on certain models). If the issue persists, please request a service visit.
Please check that the water inlet stopcock tap is open.
Please check that there is sufficient water pressure to the appliance. Turn on the cold tap in the kitchen - is there a good flow of water (e.g. enough to fill a 5 litre bucket in about 15 seconds)?
Please check for kinks or obstructions in the water inlet hose.
Please check that a programme has been selected and the 'start' button has been pressed. If the issue persists, please request a service visit.

Please switch the machine off and close the water inlet stopcock. Please arrange a service visit.

Please ensure that the drum has not been over-loaded. If the issue persists, please request a service visit.

Please check that the correct programme (with the relevant wash temperature) has been selected. If the issue persists, please request a service visit.

Please check that the rinse hold/without spin has not been selected by mistake (where applicable).
Please check for kinks or obstructions in the water outlet hose.
Please check the drain pump filter area for blockages (if this area is accessible on the model). If the issue persists, please request a service visit.

What type of bottles are being stored? It is important to remember that the stated bottle capacity is the MAXIMUM capacity and is based on 75cl Bordeaux bottles. It may be necessary to store the bottles in a 'top and tail' fashion, with the body of one bottle adjacent to the neck of the next bottle.

Please check the instruction manual. On some models, the thermostat is located on the back of the appliance. This is simply because it is set at the outset (usually to setting 2) and then does not really need to be changed. Because it is on the back, it means that the dial will not be knocked accidentally. You would normally need to turn the dial up to 3 only when freezing large amounts of fresh food.

It is best not to. Fridges and fridge-freezers are usually controlled by a thermostat in the fridge compartment which is aiming for a fridge temperature of around 4 degrees Celsius. In cold weather in a garage the air temperature may go below 4 degrees and so the thermostat will get confused - it will think that as the room is already cold it does not need to switch the motor on. At temperatures below 0 degrees Celsius, the thermostat will fail to operate. However, because the appliance is well-insulated, when the motor is off the interior temperature will start to rise, resulting in the food spoiling. Freezers generally do cope well in garages and outhouses (because they are aiming for -18 degrees Celsius and it is very unlikely that the garage would get that cold), but this performance cannot be guaranteed. In particular, you may find that condensation will form on the freezer and it may ice up more quickly than usual. Most appliances are designed to work in a room where the air temperature is between 10 degrees and 38 degrees Celsius, however please check the climate class designation for each model. Freezers also have a power cut safe time figure (the rising time) in hours. This is the time taken for the interior food temperature to rise from -18 degrees to -10 degrees Celsius in hours in the event of a power cut. Frozen food starts to thaw and spoil at -10 degrees Celsius. The higher the rising time figure, the longer the food will be safe for in the event of a power cut or the motor being off.

This is normal. Because this model has quite a narrow width, the glass shelves can fit into the supporting grooves by themselves, even without plastic profile trims. The profiles are not needed.

Please check for blockages in the drain hole. You can pour a small amount of hot water down the condensate channel. Please check fridge door is closing firmly, thermostat is not set to the maximum setting, and that no food items are touching the back wall of the fridge. If the issue persists, please request a service visit.

Please check that the water inlet stopcock tap is open.
Please check that there is sufficient water pressure to the appliance. Turn on the cold tap in the kitchen - is there a good flow of water (e.g. enough to fill a 5 litre bucket in about 15 seconds)?
Please check for kinks or obstructions in the water inlet hose.
Please check that a programme has been selected and the 'start' button has been pressed. If the issue persists, please request a service visit.

Please switch the machine off and close the water inlet stopcock. Please arrange a service visit.

Please ensure that the drum has not been over-loaded. If the issue persists, please request a service visit.

Please check that the correct programme (with the relevant wash temperature) has been selected. If the issue persists, please request a service visit.

Please check that the rinse hold/without spin has not been selected by mistake (where applicable).
Please check for kinks or obstructions in the water outlet hose.
Please check the drain pump filter area for blockages (if this area is accessible on the model). If the issue persists, please request a service visit.
Register my appliance

Please register your new or old appliances here.
This will allow us to help you faster if you ever need us.