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FAQ's

How can I find out what model of unit I have?
The Model along with the Serial Number of the unit can be found on the silver plaque. This is located on the inner sidewall of the case to the left of the filter.

This can fluctuate due to current workloads. Give our Customer Care team a call on 1800 812 321 and they will be able to provide you with an ETA.

Our units are complex machines, so if you are not a suitably trained person, we do not advise you to try to repair your unit. You may inadvertently do more harm than good to either yourself, the unit or both.
We request the Serial Number for any booking as this allows us to bring up any previous history on the unit, site details, contact numbers and any other relevant information, but most importantly, this allows our tech to ensure in a multiple unit site, that they are working on the correct unit. The Model along with the Serial Number of the unit can be found on the silver plaque. This is located on the inner sidewall of the case to the left of the filter.

Water Filtration Systems
· Three years from the manufacture date OR
· Three years from the date of purchase if proof of purchase can be provided OR
· Three years from installation or occupancy, provided this is within one year of purchase

Bubblers and Sensor Taps
· 12 months from the manufacture date OR
· 12 months from the date of purchase if proof of purchase can be provided

We accept the following:
· Letter of occupancy or occupancy certificate
· Plumber installation certificate
· Proof of purchase from merchant (receipt)
· Date of install recorded in NetSuite by Billi

You can purchase filters and C02 bottles from our web shop. The part number you require will be located on the front of your filter or printed on the CO2 bottle. A QR code will also take you direct to the Support page to purchase filters, CO2 & accessories.

Filters – www.billi.com.au/products/filters/
C02 – www.billi.com.au/products/co2-cylinders/

Yes! And it is a great way to ensure the longevity of your unit. Having a service plan is great peace of mind in knowing that our trained staff will be attending at predetermined intervals to change the filter within your unit/s and provide a health check whilst they are at it with a Silver Level Plan or higher.

Check out the benefits of our service plans here: www.billi.com.au/billicare-service-plans/

There is no exact ‘expiry’ date for the lifespan of any Billi unit. Environmental considerations including water condition and quality as well as usage patterns will define how wear & tear impacts product lifespan.

If you have (but not limited to):
· Actively changed filters as needed (12 months minimum on residential and 6 months minimum on commercial sites)
· Performed regular servicing including maintenance as required
· Met the unit’s install & commissioning requirements
· Not exposed the unit to any abnormal operating conditions such as excessive temperature or moisture exposure
· Appropriate specification for site usage

There is no reason why the unit won’t last past 8 years or more.

Although our units are covered by a warranty period, consumable items are not included. This includes any filter/s fitted to our units as the water quality supplied to the unit and subsequently to the filter, is beyond the control of Billi.
Filters can accumulate organic matter via the filtration process leading to biofilm development. Filters must be replaced every 12 months (maximum), dependent on local conditions, whether used frequently or not.
Instructions for changing your filter on a Billi unit are provided within your user manual. A copy of the instructions is also included with any new filter purchase. You can also visit our website for “How To” videos under the support tab.
This may be down to wear and tear on a component within the unit that controls the flow of water. Please call our Customer Care team on 1800 812 321 to arrange a service on your unit.

Sure. Below is a brief troubleshooting guide for our units.

SERIES 3 – Eco, Sahara, Alpine
1. Check the water supply is turned on to the unit
2. Reset the power at the Power Point
3. If the issue persists, remove front panel of unit
4. If the Yellow Filter change light is flashing, all that is required is a filter change
5. Check if a RED fault light is present on the front of the unit
6. If fault light is present, hold down BOTH levers simultaneously and note down the Fault code displayed on the tap
7. Note down both the Serial number and model number of the unit
8. If no Fault light is present on the unit, note down the lights displayed on the tap
9. Call Billi Customer Care on 1800 812 321 for further instructions or to book a Service tech

QUADRA
1. Check the water supply is turned on to the unit
2. Reset the power at the Power Point
3. Check the time and date settings are set correctly
4. If the issue persists, check the mode setting shown on the bottom line of the display screen
5. If the unit mode needs to be changed, hold down the MODE or ON/OFF button until LOCKED ON or TIMESWITCH ON is displayed
6. If the bottom line displays filter due or overdue, a filter change is required
7. Any current faults will display on the bottom line of the unit’s display screen
8. Note down both the Serial number and model number of the unit
9. Call Billi Customer Care on 1800 812 321 to book a Service tech

Yes. It is also advisable to turn the power off to the unit.

Solid – This indicates that the filter change has become overdue. For the integrity and quality of the water moving forward, the unit shuts down. To confirm the diagnosis, push and hold both levers for a few seconds. The lights will flash a sequence as a code. 1 Red flash and 2 green/blue flashes indicates filter overdue.

Flashing – This indicates a fault. As above, push and hold both levers and make a note of the sequence. Following this, try resetting the unit at the power point. If the fault persists, contact our customer care team and they will be happy to book a technician to visit.

This is likely due to the CO2 cannister being depleted through use. Check the CO2 gauge located on top of the connected CO2 bottle. If the pin on the gauge is indicating at, or close to 0, please replace the CO2 cannister with a full CO2 cannister. These can be ordered on our web store or purchased from a Billi Merchant. The part number for a replacement CO2 bottle can be found on the current bottle.
Instructions for changing your CO2 cannister are provided in your user manual. A copy of the instructions is also included with any new CO2 cannister purchase. You can view an instructional video on how to change a cannister here: https://youtu.be/AgdM3SJWVf4
Best practice is to contact your local area governing body for disposal requirements as these can vary from area to area.

The unit is in Standby mode. To deactivate this mode, enter Setup Enabled Features:

· Turn on the unit and wait for normal operation
· Depress both the Hot and Cold levers and while they are down, press and hold the safety switch for 3 seconds until the display has changed to yellow
· Release the switch and both levers

The tap display will now show the enabled features. You can press and release either the hot or cold levers to toggle between selections. When you have selected the desired features, press the safety switch to return to normal operation and save the displayed settings.

Your Billi Quadra / B-6000 incorporates an energy saving time switch. This function allows the Quadra to automatically turn ON and OFF at selected times. Individual days can be set to be active or non-active. The green lightning bolt indicates that the time switch mode is activated. Instructions to change these settings can be found in the user guide for your unit.
Flashing Red and/or Blue light indicates that the water is in the process of either heating (Flashing Red light) or chilling (Flashing Blue light).

It is likely that the boiling side has been disabled by accident. To reactivate:

· Depress both the Hot and Cold levers and while they are down, press and hold the safety switch for 3 seconds until the display has changed to yellow
· Release the switch and both levers
· Press and release the hot lever (or touch pads on XT/XR) to toggle between the Hot settings
· Once either a Padlock symbol (if you also require the safety function) or a solid red light are present, touch the safety switch to set

It may be because the ice bank has frozen over but don’t worry, there is an easy fix. Simply turn off your unit for 24–48 hours so the ice bank can thaw, adjust your thermostat dial located on the front of the sparkling module down to between 5–6, and power the unit back on once thawed. Allow approximately an hour for the unit to chill back down to the now correctly set temperature before use.
The optimal setting for your Sparkling water unit is between 5 & 6 on the thermostat dial.
At present we do not have larger bottles for sale, however watch this space. Purchasing and connecting 3rd party NON Billi Branded CO2 bottles to our units is not recommended as we cannot guarantee they are fit for purpose and may lead to voiding any warranty.
This is dependent on the level of carbonation you enjoy, however you should not exceed 5 bar on the CO2 regulator gauge. Common preference for most users is 4 bar.

First: check your gas supply – you may be out of gas.

Secondly: make sure your system is set to a nice cool to cold temperature; CO2 loves to dissolve at lower temperatures so you’ll get a better result if you really crave that sparkle.

Finally: your sparkling water may actually be completely fine – it’s the glassware you’re using that’s stopping nucleation, aka the ‘bubbliness.’ Common household detergents, grease and oil deposits and certain types of glassware simply don’t give you the effect you might be hoping for, but rest assured, your water is carbonated and full of bubbliness.

Contact Us

Billi Head Office Address
Billi Australia Pty Ltd
21-35 Radford Rd
Reservoir VIC 3073
Australia

Billi Postal Address
Billi Australia Pty Ltd
PO Box 464
Reservoir VIC 3073

For all enquiries
Phone: 1800 812 321
Fax: +61 3 9469 0499
Email: info@billi.com.au

Office Address NSW
Billi Australia – New South Wales
5 Salisbury Rd,
Castle Hill NSW 2154 Australia

Office Address QLD
Billi Australia – Queensland
Unit 3/115 Robinson Rd E,
Geebung QLD 4034 Australia

Office Address WA
Billi Australia – Western Australia
Unit 1/9 Profit Pass,
Wangara WA 6065 Australia

Office Address SA
Billi Australia – South Australia
3/4 Barrpowell St,
Welland SA 5007 Australia