NorthdialHeating & AirRequest service

Lane 01: Repair

Heating and cooling repair

For a furnace, air conditioner, heat pump, ductless unit or thermostat that has stopped working, works poorly or sounds wrong. Look up your symptom, try the safe checks, then request a diagnosis.

Request a repairBook a repair diagnosis (sandbox)

First visit
A repair diagnosis
You receive
A plain explanation and a written estimate
Work starts
Once you approve

Stop signs: leave the home first

If you notice a gas smell, a carbon monoxide alarm, smoke, or a strong burning or electrical smell, leave the home and call your gas utility or emergency services from outside. Don't use this website or the request form for it. Northdial does not offer emergency response.

A faint dusty smell for a few minutes when the heat first runs for the season is common. If a smell is strong or does not fade, treat it as a stop sign.

Symptom index

Find what you're noticing. Each entry says what it can mean, one safe check, and when to request a visit.

No heat, or not enough

Can mean
A thermostat setting, a tripped breaker, a clogged filter, or a fault in the ignition or controls.
Safe check
Confirm the thermostat is on Heat and set above room temperature, and check the breaker once.
Request
If it still won't heat after those checks.

Cool air while set to heat

Can mean
The fan set to On instead of Auto, burners that are not lighting, or a heat pump running its defrost cycle.
Safe check
Set the fan to Auto and give it a few minutes.
Request
If the air stays cool.

AC runs, house stays warm

Can mean
A clogged filter, closed vents, a dirty outdoor coil, or a refrigerant or electrical problem.
Safe check
Replace a visibly clogged filter and open any closed vents.
Request
If the air from the vents still isn't cool.

Outdoor unit not running

Can mean
A tripped breaker or disconnect, a thermostat setting, or a failed electrical part.
Safe check
Check the breaker once and clear debris from around the unit. Don't open its panels.
Request
If it doesn't start, or the breaker trips again.

Ice on lines, or a heat pump iced for hours

Can mean
Low airflow or a refrigerant problem. A light frost that clears by itself is normal for a heat pump in cold weather.
Safe check
Check the filter and vents, then switch the system off so the ice can melt.
Request
If ice comes back or stays for hours.

Water near the indoor unit

Can mean
A blocked condensate drain or a cracked drain pan.
Safe check
Switch the system off at the thermostat and keep the area dry.
Request
Straight away, as a normal repair request.

New noises

Can mean
Banging, squealing, grinding or rattling can mean a loose or worn part.
Safe check
Note when it happens: starting up, running or shutting off.
Request
Soon. Switch the system off if the noise is harsh or metal on metal.

Short cycling or a blank thermostat

Can mean
Dead thermostat batteries, a power or wiring issue, a clogged filter, or a system that is the wrong size.
Safe check
Replace thermostat batteries if it uses them, and check the filter.
Request
If it keeps happening.

Safe checks, and what to leave alone

If these don't solve it, tell us what you tried: it speeds up the diagnosis.

Safe checks before you request

  • Thermostat set to the right mode (heat or cool) and a setting that should call for it
  • Fresh thermostat batteries, if it uses them
  • A tripped breaker: reset it once. If it trips again, leave it off and tell us
  • Filter: replace it if it is visibly clogged
  • Vents and returns open and not blocked by furniture
  • Outdoor unit clear of leaves, snow and debris

Leave these to a technician

  • Opening equipment panels
  • Gas valves and gas lines
  • Wiring and electrical parts
  • Refrigerant lines and connections
  • Resetting a breaker that keeps tripping

What happens on a repair visit

  1. QuestionsWe ask what you've noticed and what you've already checked.
  2. DiagnosisThe technician tests the system to find the cause.
  3. Plain explanationWhat's wrong and why, in words you can follow.
  4. Written estimateThe repair, written down for you to approve.
  5. Repair once approvedOr a recommended next step if repair isn't the sensible choice.
Hands connecting a refrigerant gauge set with red and blue dials beside a toolbox
Illustrative stock photo

What to have ready

  • System type: furnace, air conditioner, heat pump or ductless
  • Its rough age, if you know it
  • When the problem started
  • What you've already checked

Is it time to replace instead?

If repairs keep coming, read Repair or replace? before you decide. Working fine and due a check? See 03 Maintenance.

Request a repair