Candy After Sales Service - Online Fault Finder

Hobs

Before contacting our After Sales Service department for technical advice, you should consult our Problem Solving Guide below. Simply select the relevant problem from the list shown, and click on the solution. Some problems may have more than one solution, so if the first solution does not work, try the next one on your list. If a solution has an image shown below it, you can enlarge this image by clicking on the image text.

Browse through the following possible scenarios and click the most appropriate link for your current issue.

Where are the model and serial numbers?

Serial number location

The model and serial numbers are usually underneath the product. The information usually required by our customer service team are the model number which is 8 digits long (beginning with a 3), and the serial number which is 16 digits long. However if the product is fitted in then accessing this will not normally be possible.The model number will however be on your instruction book this information will be necessary when booking a service or calling for help

Important

In the interest of consumer safety, any adjustments, alterations or replacement parts should only be made or fitted by a suitably qualified and competent person with the machine disconnected from the mains supply.

The burner caps are discoloured

Proprietry cleaner

Occasionally the burner caps will discolour due to the intense heat from the gas flame. The caps can easily be cleaned using a proprietary cleaner available from supermarkets, or you can obtain the product from our spares department under part number 9844424.

Important

How do I clean a Stainless Steel finish?

Solution A

There are many proprietary cleaners available from a local supermarket, or our spares department have a bespoke cleaner available under part number 9844424.

Important

My Ceramic Hob will not heat up

Pan sensor

On some of the high power hob sections there is a pan sensor. This means that although the hob is turned on, you need to put a pan on the hob in order for it to work.

Important

My Induction Hob will not heat up

Pan sensor

The hot plate will not glow red, it will only get hot where the pan touches it. This heat is conducted from the contents inside the pan. The hot plate will not work until a pan is situated on the hob. There is a pan sensor on these products to help save on power.

Important

Only 1 or 2 rings on my hob are working

Terminal block connections

This problem is normally associated with the electrical connections on the terminal block. You need to get the installer to check that the terminal block has been wired up correctly.

Important

The flame on my Gas Hob is weak and yellow

May need converting for LPG usage

This is probably because your product has been set up from the factory for natural gas usage. The flame may look like this picture. If you are using bottle gas or Butane then you will need the installer to return and convert your machine to use Butane. This is not a time consuming job, the product would have been delivered with the conversion kit in the installation package.

Correct gas flame

Important

My cast iron hot plate is rusting

Cleaning requirements

If your hotplate looks like the picture then it should be rubbed off initially with emery cloth, Brillo pad or similar. Your hob is not stainless steel so to stop it happening again rub some cooking oil on it to seal the surface.

How to clean a rusty hob

Important

My induction hob power indicators are wrong

Power settings

The hob is divided into 4 hobs working in tandem. The total working power for a front and back hob is 16, so if the back hob is 9 then the front hob will be 7 giving a total of 16 or any combination of front and back which will equal 16.

Clean the filter behind the collection canister

Important

Pan size

The pan must cover most of the hob otherwise the induction unit will not "see" the pan and therefore will not energise the hob area. A large pan will work on a small hob area but not visa versa.

Clean the exhaust filter

Important

Which pans are suitable for my Ceramic Hob?

Flat bottomed

Use good quality cookware with perfectly flat bottoms, this will give good conduction of heat. Make sure the pan covers the heating area.

Examples of bad cookware

Important

Pan Types (A)

Stainless Steel pans are highly recommended. Heavy weight aluminium pans are recommended. Cast Iron pans are useable but not recommended.

Important

Pan types (B)

Heavy weight copper bottomed pans are recommended, but care should be taken as copper can leave residues on the hob after use. Porcelain/enamel can give good performance but the base must be thin and smooth

Important

Not recommended

Glass Ceramic is not recommended as it gives a poor performance and can scratch the hob top

Important

Which pans are suitable for my Induction Hob?

Ferrous type

For induction hobs you need to use good quality ferrous pans. To check if the pan is ferrous see if a fridge magnet will attach to the pan, if it does the pan is ferrous.

Important

Pan labelling

Cooking pans now come with a labelling system to indicate which is their best cooking medium. Check the labelling.

Clean the filters

Important

Poor cooking results

Use of correct pan

You must use pans which are absolutely flat. If light is visible between the pan base and a flat edge then there will be poor heat transfer between the hob and the pan.

Important

Pan compatability

If the hob gets hot, but the food cooks slowly, the pan is probably not compatible with the type of hob in use. Also make sure the pan size matches the heating area.

Important

Ceramic Hob does not operate

Safety operational requirements

A big spillage may have occurred covering at least 2 buttons for more than 10 seconds.

Important

No pan present

The cooking zones stop automatically if they are left on too long without a pan on them or if the pan has boiled dry.

Important

There is a H in the display

Safety notification to user

The hot plate area that has been used for cooking is still above 60°C. This warning will continue to show until the area is below 60°C even when the hob is switched off.

AFTER SALES SERVICE

PROBLEM SOLVING GUIDE

Hobs

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