Question 1

The cable section used for the connection

Accepted Answer

The installation of our products must comply with the standards in force in the installation country (especially NFC 15-100 for France).

To best inform you about the cable section to be used, we recommend that you consult a qualified installer who will advise you and ensure a safe and quality installation.

Question 2

What protection should I choose for my device ?

Accepted Answer

The installation of our products must comply with the standards in force in the installation country (especially NFC 15-100 for France).

To best inform you about the type of protection, we recommend that you consult a qualified installer who will advise you and ensure a safe and quality installation.

Question 3

Can I install a horizontal radiator vertically ?

Accepted Answer

No, a horizontal unit cannot be installed vertically, and vice versa. Failure to follow the installation instructions can have significant consequences on the operation of the device.

Our range of radiators offers a wide variety of formats (horizontal, vertical, low, and plinth models) to suit your needs.

Please refer to the manual of your device for installation instructions, including the minimum distances to be respected.

Question 4

Controlling all radiators with a wall thermostat

Accepted Answer

Our radiators are equipped with a pilot wire, so it is possible to control them using a wall thermostat. However, we do not recommend this type of control as it may result in a loss of comfort compared to the thermostat of the device, which can guarantee optimal comfort through its technology.

Question 5

To control my electric radiator with a programmer

Accepted Answer

Yes, our radiators come with built-in programming. Equipped with a pilot wire, they can also be connected to an existing programmer or energy manager.

Alternatively, we offer the intuis Connect with Netatmo solution, which provides better management of your installation.

Question 6

Can I install my devices myself ?

Accepted Answer

The electrical connection of an electric radiator must be carried out with the power off by a qualified person.

Question 7

What is a soft heat radiator ?

Accepted Answer

A soft heat radiator is a radiator that maintains a constant hot spot in the room. These radiators should ensure good temperature uniformity in the room and rapid temperature rise.

Radiators using Intuis technology with Soft Heat Integration provide a harmonious balance between direct heat from radiation and ambient heat that envelops the entire body.

Question 8

The difference between a cast iron and ceramic heating element

Accepted Answer

Cast iron has greater accumulation and restitution properties compared to ceramic. A radiator using Cast Iron technology will therefore have a more homogeneous temperature and be more reactive.

Question 9

What is an inertia electric radiator ?

Accepted Answer

It is a radiator that has a certain inertia to heat up and cool down. Well mastered, inertia allows for great heating comfort by avoiding temperature fluctuations.

Radiators using Intuis technology with Active Cast Iron benefit from the perfect balance between inertia and radiation. They offer unparalleled comfort thanks to their gentle heat distribution.

Question 10

What is a convector ?

Accepted Answer

A convector is a heating device that heats the air through natural convection.

our convectors are quality heaters, featuring a monobloc aluminum resistor, precise electronic control, and front air outlet. They also incorporate advanced energy-saving functions.

Question 11

Does an inertia appliance allow for savings ?

Accepted Answer

The thermal inertia of a material represents its resistance to temperature change; it doesn't generate any savings and can even, in certain situations, lead to overconsumption.

However, controlled dynamic inertia such as the Active Cast Iron technology from intuis can help you achieve savings.

Question 12

How to save money with electric heating ?

Accepted Answer

Electric heating allows you to save money by adapting to your needs. You can (through programming) heat your rooms according to your activities, avoiding unnecessary heating and consumption.

Our intuis Connect solution also includes features to assist you in managing your heating effectively, allowing you to easily control your comfort and savings.

Question 13

Replacing a bi-junction device with another bi-junction device (DB1/DB3)

Accepted Answer

Since the device is connected to the collective network, you first need authorization from the condominium to modify its characteristics.

Question 14

Replacing a bi-junction device with a standard radiator

Accepted Answer

Since the device is connected to the collective network, you must first obtain permission from the condominium to modify these characteristics.

Question 15

The Different Types of Regulation for Bi-jonction Appliances

Accepted Answer

DB1 - Both circuits operate completely independently.
The collective circuit is controlled by a centralized system in the building.
The individual circuit is controlled by the appliance's thermostat.

DB3 - The collective circuit is activated by the triggering of the individual circuit.
When the individual circuit operates, upon the request of its thermostat, it triggers the operation of the collective circuit.

DB4 - The collective circuit is activated by its integrated thermostat or by the operation of the individual circuit.
When the individual circuit operates, upon the request of its thermostat, it triggers the operation of the collective circuit.
When the individual circuit is stopped, the collective circuit operates autonomously with its factory preset integrated electronic thermostat (generally set to 12°C).

Question 16

What is a Bi-jonction appliance ?

Accepted Answer

A dual-function electric heating system consists of 2 heating circuits:

The first one is connected to the building's collective meter and provides a base level of heating.
The second one is connected to the user's individual meter and provides the additional heat needed for comfort.

The type of regulation, DB1, DB3, or DB4, determines the possible interactions between these 2 heating circuits.

Question 17

What type of radiator should be installed in a bedroom ?

Accepted Answer

Our entire range of radiators is suitable depending on the desired comfort level, design, or budget. However, we recommend reserving the convector for small rooms.

Question 18

Where should I place my radiators in my rooms ?

Accepted Answer

The positioning of radiators is important to ensure the best thermal comfort in your rooms. This will depend on your constraints: the required power, available space, and minimum installation distances.

In general, to increase comfort, we recommend installing radiators on exterior walls that experience greater temperature variations.

Find a qualified expert from our network who can advise you and ensure safe and quality implementation.

Question 19

How much heating power should I install in my home ?

Accepted Answer

To determine the heating power to install, several parameters should be considered such as the insulation of your home, the volume to be heated, or the climatic conditions.

For replacing an appliance, choose the same power as the one being replaced. If this power is greater than 40W/m3 and is insufficient, we recommend improving the level of insulation.

Find a qualified expert from our network who can advise you and ensure safe and quality implementation.

Question 20

What type of radiator should be installed in a living room ?

Accepted Answer

We recommend prioritizing appliances such as soft heat radiators or active cast iron inertia radiators which will provide you with optimal comfort. However, our entire range of radiators is suitable depending on the desired comfort level, design, or budget.

Question 21

How to use my Nativ radiator

Accepted Answer

Your radiator is equipped with a control interface nativ described below:

Capture

Using the knob, you can:

Adjust the temperature setting by simply rotating it: Learn more

Access a first menu by pressing:

- Veille : Pressing the knob puts your radiator on standby

- Paramétrage : Learn more

- Connectivité : Learn more

- Info : Serial number - Software version - Consumption index - Help QR code

- Retour : Return to the home screen

Question 22

How to manage my radiator when I go on vacation

Accepted Answer

When you go on vacation in winter, we recommend activating the Frost Protection mode on your devices.

If you use the intuis Connect with Netatmo solution, you can specify your return date to ensure a warm home when you come back.

Question 23

What comfort temperature should I set on my radiators ?

Accepted Answer

Comfort level is perceived differently by each individual. This perception can also vary for the same person depending on their activity, clothing, and fatigue level.

ADEME (Agence De l'Environnement et de la Maîtrise de l'Energie) recommends a comfort temperature of 19°C.

Our radiators are initially set to this temperature, but you can modify it at any time.

Question 24

What should I do with my radiator in summer ?

Accepted Answer

In summer, as heating is not necessary for your home, you can put your devices on standby or in frost protection mode.

You can also cut off the power supply to the heating circuit at the electrical panel; however, if you are using the intuis Connect with Netatmo solution, remote communication will be interrupted.

Question 25

Room temperature different from radiator temperature

Accepted Answer

It is normal to encounter a slight delay in time between the set temperature and the temperature in the room. This difference can be amplified by the type of thermometer used and its positioning in the room.

If this difference is too significant, ensure that your device is installed according to its manual.

You can also refer to the "Harmonizing Displays (Thermostat/Thermometer)" section of your device's manual to correct this difference.

Question 26

What is the absence detection function ?

Accepted Answer

The absence detection function is an advanced feature that adapts the operation of your device according to your lifestyle. During prolonged absence, the device gradually decreases its temperature setting until the ECO temperature. When it detects a presence, it reacts and returns to the operating mode defined by the user.

To learn more about this feature, refer to your device's manual.

Question 27

What is internal programming ?

Accepted Answer

Internal programming is a mode of operation that allows you to automatically control your heating device either in COMFORT mode or ECO mode. After setting the date and day on your device, you can apply a time schedule based on the occupancy of your rooms.

To learn more about this feature, refer to the "Internal Programming" section of your device's manual.

Question 28

Native control interface: Set my setpoint temperature

Accepted Answer

You can adjust your setpoint temperature using the dial.

If you haven't activated the programming:

Your temperature setting will apply until a later manual adjustment is made.

If you have activated the internal programming (see Native Programming)

When adjusting the programmed temperature setpoint (the temperature set in the radiator programming), this automatically triggers a temporary override of 2 hours (by default). On the screen, you will see an hourglass indicating when the override will end.

Capture d’écran 2023-07-17 à 16.48.22.png

To modify the duration of the override while it is in progress, simply press the dial. This will display an hourglass on the screen. Then, press the dial again and select the "Duration" option.

Capture d’écran 2023-07-17 à 16.51.40.png

If you are connected with intuis connect with Netatmo:

When you adjust the programmed temperature setpoint (the temperature set in the programming created in the application), it's a temporary override for a duration of 3 hours.

To modify the duration of this override, you can use the Intuis Connect with Netatmo application.

Question 29

My radiator is stuck on Frost Protection mode, what should I do ?

Accepted Answer

Frost Protection mode takes priority on radiators, refer to the "Details of the 6 Pilot Wire Commands" section in your device's manual

If you are using a control device, such as an energy manager or a load shedder, check that it is not in Frost Protection mode.

Question 30

The radiator is not following the commands from my programmer.

Accepted Answer

If you are using the internal programming of the device, check that the time and day are correctly set on the device. Refer to the "Internal Programming" section of your device's manual.

If you are using an external programmer or programming module, make sure that your device is set to "Prog" or "Auto" mode, otherwise refer to the manual of your programmer.

Question 31

The screen is unresponsive to actions taken on the buttons.

Accepted Answer

If no action is possible on your thermostat except putting it on standby, it's possible that the keyboard lock function is activated on your device. In this case, refer to your device's manual to disable the keyboard lock.

Question 32

My radiator is warmer at the top, is that normal ?

Accepted Answer

It's completely normal for your appliance to be warmer at the top, even in the case of radiant appliances. This phenomenon is due to a natural convection movement around the appliance, which creates a temperature difference between the top and bottom of the appliance.

Appliances incorporating a surface resistance on the front are less sensitive to this phenomenon and have a more homogeneous surface temperature.

Question 33

Is my radiator very hot on the front normal ?

Accepted Answer

It's entirely normal for an electric heating appliance to be hot on the front. However, the surface temperatures of our radiators are controlled to meet current standards.

Please refer to your device's manual to understand its safety guidelines.

Question 34

My radiator doesn't emit any heat, what should I do ?

Accepted Answer

If your device is not turned off, in frost protection mode, or in ECO mode, the set temperature on it may have been reached. In this case, your device will start heating again as soon as the room temperature drops.

The open window function, if available on your device, may also stop heating if it detects a sudden drop in temperature. In this case, on the device's thermostat, the window detection symbol should flash. Simply press the window button to resume heating.

For more details, refer to the "Diagnostic Assistance" section of your device's manual.

Question 35

My radiator is heating continuously, what should I do ?

Accepted Answer

First, check if the set temperature has been changed.

If not, it's possible that your device detects a slight draft, such as an open door for example.

It is also possible that the heating power installed in the room is insufficient for the volume to be heated.

Question 36

What is the repair time ?

Accepted Answer

The customer service returns a repaired product within 5 days from its reception date at the factory (subject to availability of spare parts). Otherwise, the customer service will inform you of the delay.

Electric Heating Customer Service

8, rue Louis Ampère

02000 LAON

Question 37

The warranty period for a product returned from repair

Accepted Answer

The warranty period for products returned from repair is six months for the exchanged part(s) on the product from the date of the repair estimate. Repairs or replacements made under warranty do not start a new warranty period and do not extend the initial warranty of the product.

Question 38

What is the warranty period for spare parts ?

Accepted Answer

The warranty period for spare parts is six months from the date of your invoice.

Question 39

The warranty period for a product exchanged within the scope of after-sales service.

Accepted Answer

A product that has been exchanged as part of after-sales service cannot benefit from an additional warranty. Repairs or replacements carried out under warranty do not initiate a new warranty period and do not extend the initial warranty of the product.

Question 40

Customer service, what is the delivery time for a device ?

Accepted Answer

A product that has been exchanged as part of after-sales service will be delivered within 7 working days (subject to availability).

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