Washing machines

Troubleshooting your washing machine

We understand how frustrating it is when a trusted home appliance breaks down, and if you've bought your machine from us, we want to help you resolve the issue as soon as possible.

If your appliance is still under guarantee, please carry out a few simple checks as we advise below, and also check your manufacturer's manual (especially if your machine is displaying an error code) before you go to the trouble of calling our Technical Support line. 

My machine has stopped, or won't drain

If you can open the door:

Heavy or uneven loads can prevent the machine from creating a balance and so cause it to stop.

  • Resolve this by reducing the spin speed for small loads or bulky items like towels. 
  • If the load is very large, you may need to remove some items and spin them separately.

If you can't open the door:

You'll need to drain the drum manually.

  • Turn off the appliance and disconnect it from the mains.
  •  Lay down some towels and have a mop to hand.
  • Slowly loosen the filter, allowing the water to drain. 
  • The filter is generally located at the bottom right of the appliance, but this can vary (check your manual)

Then in both cases:

  • Once the appliance is drained, remove the filter and check the filter and its housing for any signs of obstruction. 
  • Run the filter under warm water and clean it gently with a soft brush but NO detergent. 
  • Remove any obstructions from the filter housing and replace the filter, ensuring it's tightened sufficiently.

The wash cycle isn't starting

The most common cause of this is that the child lock has been activated. Find instructions to deactivate in your user manual

My machine isn't cleaning properly

Your clothes need space to move freely within the drum during a cycle:

  • If the drum is too full it may affect the efficiency of a cycle or even prevent it from completing. 
  • Try reducing the load and seeing if this helps.

If this doesn't work, you may need to do a maintenance wash.

  • Find instructions on how to do this in your user manual; it will be longest hottest cycle with no detergent added. 
  • Remove the drawer and clean it and the aperture housing it thoroughly with hot water, but not washing up liquid.

My machine isn't turning on

It may sound obvious, but:

  • Check the connections to make sure the machine is plugged into the mains socket and switched on

If it is:

  • Can you check the Residual Current Device (RCD) in the consumer unit (known as the fuse box)? Has this tripped? If so, you may need to reset by flicking the switch. 
  • If you don't feel confident about doing this, or it happens more than once, the please do consult an electrician.

My machine is noisy and unstable

If your washing machine appears noisy or unstable when using it for the first time:

  • Please make sure the protective brackets or transit bolts (used for safe transportation) have all been removed before using your washing machine.
  • You can keep them in case you need to transport your appliance again in the future
  • Full instructions on how to do this are usually on the first few pages of your user manual
  • It may also be that the machine or the floor beneath is not level, or that the floor is "bouncy". You may need to add a flat board beneath the machine to stablilise it.

My machine is leaking

Before your washing machine leaves the factory, the manufacturer tests it to ensure that it won't leak from any internal components after you've installed it. Any leaking before or during its first use is most likely due to water still remaining in the machine following testing. 
If we've installed the machine for you, please get in touch. If not, you can carry out these further checks:
  • First, check the fill hose, drain hose and mains plumbing for leaks. 
  • Check the fill hose connection to your washing machine and to the mains plumbing (taps) is secure. 
  • It’s also possible for a leak to appear from your detergent dispenser, which can be caused by excessive water pressure or the washing machine not having been levelled properly during installation. 
  • You can raise the front of the appliance by adjusting the feet at the front of the machine.
  • We would also recommend double checking the water supply hose connections (at both ends) as well as checking the drain hose during the pump out process.

My machine smells

There are a number of reasons that could cause your washing machine to smell:

  • Consistently washing at low temperatures is better for saving energy, but means that bacteria and possibly undissolved detergents can build up, causing your machine to smell.
  • To resolve this, run your machine empty at 90°C using some biological detergent to help destroy the build up of bacteria and detergents. It's a good idea to do this monthly.
  • If you live in a hard water area, then descale your machine regularly
  • You should also check if your washing machine drain hose connects to your under sink plumbing. If so, make sure this is clean and free from any blockages.

If you're still having problems and need help

Call our Technical Support Team

Monday - Friday, 9am - 9pm
 Saturdays 9am - 8pm

Sundays & Bank Holidays 10am - 6pm