FAQ Sections

FAQ

Welcome to the Arctic Hayes Frequently Asked Questions page.

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Smart Freeze Clamp

These FAQs explain how to set up, connect, use, and troubleshoot the Smart Freeze Clamp. The clamp monitors pipe freezing, helps detect ice plug formation, and sends frozen or melting notifications to a mobile phone via the Bluetooth-connected “Arctic Hayes” app.

Getting Started
What is the Smart Freeze Clamp used for?			It monitors pipe freezing process and helps indicate when an ice plug has formed. It connects to the “Arctic Hayes” app via Bluetooth to show status information and notifications.
What do I need before using the Smart Freeze Clamp?			You need the Smart Freeze Clamp, a compatible mobile phone, the “Arctic Hayes” app, Bluetooth enabled, and AAA batteries fitted in the clamp. Prepare all pipe-freezing components according to the instruction manual.
Where can I download the app?			Download the “Arctic Hayes” app from the Google Play Store or Apple App Store, or scan the QR code in the instruction manual.
Bluetooth Pairing and Connection
Do I need to allow Bluetooth permission for the app?			Yes. Allow Bluetooth permission when prompted so the app can find and connect to the clamp.
How do I pair the Smart Freeze Clamp with my phone?			Turn on the clamp, open the app, enable Bluetooth, search for the clamp, select it, and tap “Connect”.
How close should my phone be to the clamp?			Keep the phone close to the clamp, especially during pairing and monitoring. Bluetooth range may be reduced by walls, metal objects, pipework, or wireless interference.
How many clamps can I connect at once?			You can connect up to four Smart Freeze Clamps to the app at the same time.
Ice Plug Detection and Notifications
Can I select a different pipe type or size?			No. Always select the actual pipe material and size being frozen. Incorrect settings may cause an unreliable freeze indication or waste gas.
What if I selected the wrong pipe type or size?			Stop freezing, allow the pipe surface to return to its starting temperature, then restart with the correct settings.
Can I freeze more than one pipe material or size at once?			No. Use each pipe-freezing page for one pipe material and size only. Use a separate pipe-freezing page for a different pipe material or size.
Can I use the clamp on painted pipes?			No. Remove paint from the clamp area so the sensors contact the pipe surface directly.
Do I need to lock the clamp onto the pipe?			Yes. Lock the clamp securely so the sensors contact the pipe correctly. An unlocked clamp may give an incorrect freeze indication.
How does the clamp detect an ice plug?			The clamp monitors pipe temperature and applies the app logic for the selected pipe material and size. When the required freeze condition is reached, the app sends a frozen notification.
Does a clicking sound mean the pipe is frozen?			Not always. A click may occur during ice formation, but it does not confirm that a full ice plug has formed.
What does the frozen notification mean?			It means the app has detected the required freeze condition. Proceed only after following the full pipe-freezing procedure in the instruction manual.
What does the melting notification mean?			It means the ice plug may be starting to thaw. Follow the instruction manual and site procedure before continuing.
Can I minimise the app during pipe freezing?			No. Keep the app open during pipe freezing so you do not miss frozen or melting alerts.
Troubleshooting
Why can’t my phone find the clamp?			Make sure the clamp is switched on, nearby, and not connected to another phone. Check that Bluetooth and app permissions are enabled, then restart the app and search again.
Why won’t the clamp reconnect?			Press the clamp’s Bluetooth logo on the pipe-freezing page to refresh the connection.
Why does the Bluetooth connection keep dropping?			This may be caused by low batteries, distance, interference, or obstacles. Move the phone closer, check the batteries, and reduce nearby wireless interference.
Why am I not receiving frozen or melting notifications?			Enable app notifications, confirm Bluetooth is connected, check the clamp batteries, and keep the app open during monitoring.
Why can’t I hear the notification sound?			Enable sound in the app settings, turn off silent mode, and increase the phone volume.
Battery and Power
How is the Smart Freeze Clamp powered?			It is powered by two AAA batteries. Fit them according to the polarity markings in the battery compartment.
How will I know when the batteries are low?			The app shows each clamp’s battery status and displays “Low Bat” when the batteries are low. The clamp LED may show solid red or blink red and blue, depending on the connection state. Replace the batteries before pipe freezing.
What should I do if the clamp will not turn on?			Check that the batteries are fitted correctly. If it still does not turn on, replace the batteries and inspect the contacts for dirt or damage.
Updates, Compatibility, and Maintenance
Which phones are compatible?			The app requires Android 8 or later, or iOS 13 or later.
How do I update the clamp firmware?			Connect the clamp via Bluetooth and open the clamp properties page. If a yellow dot appears beside the firmware version, tap it and follow the instructions.
How should I clean the clamp?			Switch it off, then wipe the body and sensors with a soft, dry cloth. Do not use harsh chemicals or immerse the clamp in water unless it is rated for that use.
Can I leave the batteries inside the clamp after use?			If the clamp is used at least once a month, the batteries may remain inside. If it will not be used for more than one month, remove the batteries and store them in a cool, dry place.
Privacy, Safety, and Support
What data does the Smart Freeze Clamp collect?			It may collect clamp status, sensor readings, connection information, diagnostic data, and notification events. Refer to the privacy notice or app settings for details.
Is the Bluetooth connection secure?			Bluetooth uses pairing and device authentication. Only connect to trusted clamps and avoid unknown connection requests.
Who should I contact if I need help?			If the issue continues, contact customer support with the clamp model, phone model, app version, operating system version, and a description of the issue.
Can I repair the clamp myself?			No. Do not open or repair the Smart Freeze Clamp yourself, as this will void the warranty.

Pipe Freezing

Pipe freezing kits enable repairs and maintenance of pipework, without the need to drain down the whole system. Our range of pipe freeze kits are ideal for plumbing and pipework installations with minimum disruption, saving time and money!

General Usage
How do you know when enough product has been used and the pipe has frozen?			You will hear a click when the ice plug has formed and reached the pipe wall. The release of refrigerant should be continued for 30 seconds after this click to ensure the plug has formed along the length of the pipe. There will also be visible frost on the jacket. <div align="center">
How many freezes can you get from a can of ZE1/ZE2?			It depends on the conditions in the room and size of the pipe. However, normally ZE1 can complete 1 x 8-15mm freezes and ZE2 can complete 2 x 8-15mm freezes or 1 x 28mm freeze. For any more information please see the freezing guide on the can.
Will the pipe freezing cans work if the can is tilted?			Yes, the cans will work if tilted but will not work if the can is upside down.
Will the pipe freezing kits freeze a 15mm hot water pipe? The water cannot be stopped and the temperature is 40 degrees.			No, all running water needs to be stopped. Turn water off at the mains or ensure there is no running water in the building. The pipe will not freeze if there is any running water. It will freeze hot water, but this will take more time than freezing cold water.
Can a soldered joint be affected by freezing the pipe?			Freezing a soldered joint wouldn’t have any affect unless the joint has pre-existing damage.
The stop tap / valve isn’t 50cm away from the jacket, will this affect the freezing process?			Ideally the jacket needs to be at least 50cm (18”) away from a valve / stop tap. If this is not possible the valve needs to be open so the pressure can escape. If the valve is closed / cannot be opened this can cause the pipe to split.
Can pipes be frozen if there is anti-freeze in the system?			Yes, the pipe can be frozen but it will take more product and time to freeze.
What temperature do the disposable kits go down to?			The flash off temperature is approximately -50°C but the stabilised temperature is around -30°C.
Do the freezing jackets have a limited number of uses?			The AERO jacket (ASM01) is disposable and designed for single use only. The PRO jackets (MUFF) have no limited number of uses.
Can you freeze a pipe if it is attached to a wall?			Yes, as long as the jacket can be placed around the whole of the pipe the freeze will work.
The can leaks when I use it / I don’t get the same number of uses from the can as you advise. What am I doing wrong?			Attach valve to the top of the can and fit the nylon tubes, Open the valve on the can allowing the refrigerant to enter the jackets. To release the refrigerant, slowly turn the value ….if you flood the jacket(s), refrigerant will start leaking out of the ends of the jacket, reduce the supply by turning the value back until you have no leaking/dripping, continue until you have used the dose indicated on the can or you hear the “click” sound, this indicates the ice plug has formed. Aim for the jacket to starting to go white with frost (after a short time) with no leaking. Once the ice plug has formed, wait a further 60 seconds before you start your repair. <div align="center"> Note. The Pro kits come with a weighing scale to see how much refrigerant you have left in the can before starting.
Product Details
Can ZE1 & ZE2 freeze steel, plastic & iron pipes?			Freezing guidelines are for copper pipes. Any other type of pipe will need at least 25% more product and time (depending on conditions). Our refrigerant will not freeze Polybutylene pipes.
What is the product weight of your Arctic Spray canisters?			ZE1 has a fill of 150ml - 101g canister weight and 176g of product, with a total weight of 277g. ZE2 has a fill of 300ml - 125g canister weight and 356g of product, with a total weight of 481g. A full can of ZEP1 weighs approximately 850g, with a canister weight of approximately 250g. The average fill fluid/gas volume is 600g.
What is the shelf life for ZE1, ZE2 & ZEP1?			All three products have a shelf life of 2 years, if stored and used correctly.
The pipe freezing instructions state that the jackets are different colours but are all blue?			The outside of the jackets are blue, the Velcro on the inside is coloured.
Does the ZECOM kit come with 3 pieces of nylon tube? The image on the instructions shows three pieces.			No, the kit comes with two pieces of nylon tube (NTB04). This is designed to be cut if required.

Smoke Products

Smoke products are a vital tool in the heating and ventilation industry. Choose from our wide range of smoke products, including everything from smoke matches and plumbing smoke bomb pellets & cartridges to smoke sticks, and our patented powder smoke.

General Usage
Can Smoke Pellets set off a heat sensor?			No, there isn’t enough heat omitted from a Smoke Pellet to set off a heat sensor. However, they can set off smoke alarms so we recommend you disable your alarm (if permitted) before use.
Are the Smoke Pellets meant to pop?			They can pop if there are air bubbles trapped in the product. This is not a fault.
Can the coloured Smoke Pellets be used on an irrigation system?			No, they are not suitable for use on an irrigation system.
Can lighted Smoke Pellets be used on their side, or just upright?			They can be used on their side but may not have the same burn effect and leave some product behind.
Are Smoke Pellets toxic?			Smoke Pellets are non-toxic but are an irritant. It is not advised you stay in the room when they are in use as they may cause your eyes to itch.
Can Smoke Pellets be used on animals e.g. moles, bees & pigeons?			Smoke Pellets have not been designed or tested for this purpose, they are meant for testing flues.
Product Details
How do you insert the refill stick into the Smoke Pens?			Hold the silver button at the top of the pen and push the refill stick in.

Aerosols & Greases

Our full range of plumbing accessories includes all the aerosol and grease products you need. From silicone grease to maintenance spray, air dusters and gas leak detector spray, we stock all your essential plumbing consumables.

General Usage
Can Crack-It (CI/400) be used to release a seized up stop tap?			Yes, it can be used for this.
Can silicone grease be used on a plastic push-fit fittings for pipework?			Yes, our silicone greases can be used on push-fit joints as it is WRAS approved.
Product Details
Why is the leak detection fluid a different colour to the last bottle I purchased?			The colour of the fluid can change from batch to batch as per the additives in the formula - this is not an issue with the product. The colour of the fluid can also change if the product has been frozen and de-frosted. This will not alter its effectiveness.
Can PH020 be used on natural gases?			Yes, the PH020 Leak detector can be used on natural and LPG gas.
Do the Arctic Hayes Silicone Grease products have the same chemical composition as Dielectric Grease for application on car electrical contacts and battery terminals?			This product has good dielectric properties and can prevent terminal corrosion by preventing the ingress of water. Additionally, the application conditions are typically ambient, which means the grease will remain in place and not harden or "gum up" over time.

Soldering & Brazing

Top-quality soldering and brazing products; from our Vortex range of brazing torches and gas to kit-bags and soldering mats. Vortex gases offer superior performance to equivalent traditional brazing gases.

General Usage
Can a different brand of gas be used with Arctic Hayes VT torches?			Our torches have only been tested with our gas (VG1/ VG2). We wouldn’t recommend using any other brand with the torches.
Can the gas canister be disconnected from the torch when it is still full?			Yes, the gas canisters have a stopper so gas will not escape once disconnected. You need to unscrew the can, it may make a hissing sound but this is normal. <div align="center">
Can VG1 MAP-X Gas been used on Platinum?			Our gas has not been tested on platinum. Our gas can burn up to 1,300 degrees, the melting point of platinum is 1,770 degrees. Depending on the burning apparatus used, platinum could reach melting point. Both our Propane and Map-X gases have been tested for use on plumbing products which have a much lower melting point.
Can VG1/VG2 gas canisters be disposed of with general waste?			The canisters can be disposed of with general waste if the valve is removed. If the valve is not removed the canisters would need to go to a local waste disposal site.
What is the product weight of VG1/VG2?			VG1 - The product weighs 450g, the total weight is 892g. VG2 - The product weighs 400g, the total weight is 842g.
What temperatures do the VG1 & VG2 gas burn?			VG1 can burn up to 1300 degrees. VG2 can burn up to 1100 degrees.

CO & Smoke Alarms

Carbon monoxide & smoke alarms offer essential protection against the dangers of smoke and carbon monoxide. Stay safe with a simple carbon monoxide detector patch or alarm, a combined smoke and carbon monoxide alarm, or an easy-to-use photoelectric smoke alarm.

Product Details
Why isn’t there an expiry date on the Carbon Monoxide detector patches (PH019AC)?			The date is left blank as you should put the expiry date on the units yourself once the packet is opened. This is because once opened the patches are exposed to air and other environmental conditions. Patches last for 6 months once opened.
Is the Carbon Monoxide Alarm (COA2) tamper-proof?			No, it is not classed as tamper-proof but it is a sealed unit.
How long is the life of an SA1 smoke alarm?			The unit has a 3 year sensor, the power on the unit will depend on the type of battery used.
Does the PH043A Smoke Alarm Tester emit smoke when spraying the can?			No, the product in the can atomises a solvent that simulates smoke to the sensor.
Why does the Carbon Monoxide Tester Canister feel light?			Carbon monoxide is a weightless gas, and our canisters use compressed air to emit the gas during testing, so the canister may feel light or empty when you receive it. To check the contents of the canister, perform a carbon monoxide test. Place the carbon monoxide alarm in a bag and place the tip of the straw in the bag opening or create a small hole. Ensure the area around the hole/opening is sealed tight. Spray for approximately 3 seconds - the bag should inflate upon application. Wait 90 seconds for the alarm to sound before removing the straw and bag.
Why is my Sleepsafe COA10 alarm constantly bleeping?			This alarm has a memory function so potentially if the alarm has operated and the end user didn’t hear it or was out when it activated it will store in the memory. It will beep roughly every 50 secs if this happens. The memory is reset / cleared by pressing and holding the test button, it will beep 7 times with the last beep being longer than the others to signify it has cleared. Cleaning agents also have the potential to set it off.

Servicing Tools

The essential hand tools that no heating and plumbing engineer should be without. Servicing hand tools for a variety of jobs, from our new pipe cutters and slices to screwdrivers and quad-key tools.

Product Details
How do you use the U Flow (888000)?			Run water through the top of the flow cup, the reading is where the constant flow of water starts.
What is the tolerance for readings on the U-Flow (888000)?			The tolerance for 888000 is +/- 5%.
What is the voltage for the 664015-BG Continuity Bond?			664015-BG has a voltage of 250V.

Asset & Floor Protection

Use our range of floor protection products to keep carpets, floors and furniture safe from spills and water-damage. Choose from reusable dust sheets and work mats or disposable clear carpet protector.

General Usage
Can the self adhesive Carpet Protector be used on vinyl flooring?			No, this product can only be used on carpet. A test must be carried out on a strip of carpet before intended use.
Product Details
What is the thickness of your Surface Protector (SP1)?			The thickness is approximately 2-3mm.

Testing Equipment

Our electronic test equipment makes life easier for plumbing and heating engineers. Designed to make temperature, pressure and voltage testing more efficient, our safety test equipment can detect gas leaks, temperature and voltage quickly and easily.

Product Details
Does the testing equipment come with a calibration certificate?			No, the units do not come with a calibration certificate as they have a 12 month manufacturer's warranty, calibrations are not required until the units are 1 year old.

Fittings & Washers

Our range of plumbing washers and seals includes all essential fittings for plumbing and heating engineers. We offer a wide variety of plumbing rubber washers with nitrile and fibre alternatives, as well as imperial and metric washer kits.

Product Details
Are the sizes stated on the website and in the catalogue the exact size of the washers?			The size stated is the size of fitting the washer would fit on, not the external washer diameter. For example, a ½" inch Fibre Pillar Tap Washer measures 1 ½” outside diameter, ¾" inside diameter.

Access Panels

Access panels are vital for safety, security and compliance with building regulations. Our range of simple, low-cost, high quality solutions include wall and ceiling access panels.

General Usage
Are the access panels clinically rated?			No, we do offer fire-rated access panels, but they are not clinically rated.
What glue should be used with the access panels?			Any builders' adhesive glue can be used on the access panels.
Are the access panels air tight?			Only our fire-rated access panels (products FRPS) are air tight - our standard access panels (APS) are not.
Product Details
What colour are the access panels?			The access panels are designed to be painted and so are off-white in colour.
What size are the access panels?			The sizes stated online is the door size/size of hole that will need to be cut. The actual outer dimensions are: APS100 – 180mm x 130mm APS150 – 190mm x 270mm APS200 – 240mm x 240mm APS300 – 360mm x 360mm APS350 – 410mm x 410mm APS560 – 610mm x 600mm

Heating Appliances

Designed to be easily transported and to work quickly in cold areas, our winter range primarily includes electric fan heaters and oil filled radiators. We also offer car deicer sets, to ensure that cold weather never slows you down.

Product details
Do the 998730 (2KW Convector Heaters) come with wall brackets?			No, the convector heaters no longer come with wall brackets due to a change in regulation. Wall-mounted heaters are required to be hardwired, whereas our convector heaters are portable standing units.