Basement Flood Protector Inc. has been in business since 1974 and, as you might expect, we have had numerous questions over the years. To help you get the most out of your visit to the Basement Flood Protector site we have posted several of the most frequently asked questions.
Please take a moment to review our frequently asked questions. If you can’t find the answer to your question here, please E-mail us at firstname.lastname@example.org and one of our representatives will be glad to help you.
• Do you charge to come look at my water problem and write up an estimate?
• What types of services do you offer for my basement water leak problem?
• I am interested in window well covers for my basement. Do you make these custom to fit any size window or are they a standard size like at Home Depot?
• Do you sell locks for your window well covers?
• Do you sell replacement parts for your sump pumps?
• What if I need drain tile and my basement is already finished?
• What types of warranties do your products and services cover?
• Do you structurally repair or correct settled foundations?
Protector System FAQs (ePumps and Classic systems)
• Where are your products made?
• What do the numbered model names mean?
• How do I know which Protector system I need?
• How can a pump text and email me?
• Is there any charge for the continuing pump alerts?
• Why shouldn’t I just buy a system from the Big Box store?
• I’m a contractor. Can I be included in the notification process of connected pumps that I sell to my customers?
• I like the notification idea, but I don’t want to be bothered all the time. Can I customize the notification settings?
• Do you make primary electric pumps too?
Do you charge to come look at my water problem and write up an estimate?
No, we will gladly visit your location and write up a free estimate. We serve all the Chicago suburbs.
What types of services do you offer for my basement water leak problem?
We offer a full range of services to permanently repair any basement water leak issue. Our services include foundation crack repair, interior drain tile, sump pits, exterior foundation membranes, sump pumps, ejector pumps, sewer ejector pumps, battery sump pumps, down spout and sump discharge drainage, french and trench drainage, power rodding, pipe televising, clean-out stations, repair and replace sewer mains, lift stations, drain installations, well extension and replacement, B.O.C.A. Code escape well installation and more. Please visit our services page to learn more.
I am interested in window well covers for my basement. Do you make these custom to fit any size window or are they a standard size like at Home Depot?
All our window well covers are custom made. Visit our window well cover page to learn more.
What if my basement is already finished?
Drain tile or other repairs can still be done in a finished basement. It often does, however, require more prep work. If we are installing drain tile with a cove plate, drywall or paneling on walls usually needs to be removed at least a foot or two up from the floor. Then, the studs must be cut in order to accommodate the cove plate system of the interior drain tile (if cove plate is not being installed, removing the studs is not necessary). See pictures toward the bottom of this page.
What types of warranties do your products and services cover?
Our warranties vary depending on the type of product or service. Our basement waterproofing services are designed to be a permanent solution so we guarantee them for life. Please visit our products page for more information on product warranties.
Protector Battery Sump Pump FAQs
Q. Where are your products made?
A. Our products are PROUDLY made in the USA! These days, just about every other brand you will find is made off-shore. Supporting quality American manufacturing is just one more reason to buy the Protector brand.
Q. What do the numbered model names mean?
A. They are the full power gallons per hour at 10′ of total dynamic head. This is the most common way of measuring a pump’s capability. Beware of companies that cheat by measuring at 8′ or just simply overstate their capacities.
Q. How do I know which Protector system I need?
A. Most people look at it as a question of needs and wants. The system you NEED is the one that can keep up with the flow your sump pit collects. How often does your electric pump run during a heavy rain? Also, consider how long of a power outage you want to protect against. This is the best way to gauge what level (size) system you NEED. Too many people come to us after they flooded because they thought the hardware store pump was the answer.
On the other hand, WANTS is a whole other story. Self testing and notification are considered WANTS by some customers and NEEDS by others (and us). After all, why spend the money on anything unless you know when it is no longer working? Don’t fool yourself that you are actually going to regularly test it. Our ePumps self-test twice per day and are monitored by our dedicated server. If anything is reported wrong, you get phone calls and emails. You are equipped with the information necessary to prevent a flood, instead of scrambling during the next storm because you didn’t know something failed a month ago…
Q. How can a pump text and email me?
A. Our connected Protector systems are connected to your home’s existing router. Custom configurations allow the user to dictate what alarms notify which recipients.
Q. Why shouldn’t I just buy a system from the Big Box store?
A. There are quite a few reasons that we spell out in the descriptions of each system on this website… click here The biggest reason though is quality. Not just the quality of the system components, but the quality of the warranty, service, and people.
Q. I like the notification idea, but I don’t want to be bothered all the time. Can I customize the notification settings?
A. Great question. First of all, if the system needs to call you, you WANT it to call you. In our humble opinion, being awakened at 3 a.m. is worth your basement not flooding. But, yes, you may customize which email/text receives which alerts.
Q. Do you make primary electric pumps too?
A. Yes, we sell and install the revolutionary Protector EcoPower Electric Sump Pumps. These pumps are high capacity, low draw, and have unique switches.
The Protector ePump Alert Information
Whenever there is a detected cause for concern or an event-triggered alert, your ePump controller dials our server, which sorts out the serial number, error code, and your contact information. Notifications are then sent to you by the server via phone and email, usually within minutes.
Below are some of the most common alert notifications you might receive via phone and email from your ePump. The specific alert is followed by possible causes and resolutions. Please note that this page is provided by Basement Flood Protector simply for your convenience and can not replace professional service and advice. We have listed the most common causes and resolutions, but there can be other circumstances that lead to flood conditions if not recognized properly. If you are uncertain of your situation, please seek advice from your professional installer. Please note that most homes do not experience the extreme conditions described on this page.
Pump 1 Is Activated!
Pump 2 Is Activated!
High Water Detected! -Check Your Sump Immediately!
Pump 1 (or 2) Suspected Clog or High Rate of Incoming Water!
Battery Life is TWO Hours or LOWER!
Pump 1 (or 2) Failure (L or H)!
Suspected Vapor Lock!
Cooling Fan Failure!
Sensor 1 (or 2) Disconnected!
How do I silence the unit?
How do I know the notification is working?
Pump 1 Is Activated!
Explanation: Pump 1 of the ePump system has needed to turn on.
Cause(s): Failed primary sump pump, power outage, or heavy inflow of water overwhelming the primary pump. Other causes such as a frozen/blocked primary pump discharge line, etc. can cause Pump 1 to activate as well.
Resolution(s): If this alert is received during a power outage or heavy inflow of water, no action is typically necessary. If this alert is received at any other time, homeowner should check for primary pump or discharge failure.
To stop the unit from beeping: If this is a one-time alert, simply press/hold the Function Display Button for “C” (about two seconds) and let go. This will clear the current alert condition. If the pump runs again, the unit will again beep and send notification. To prevent multiple alerts and the controller from beeping, the homeowner may choose to move the “Mode” switch from “Backup” to “Primary” during the event (or until a broken primary electric pump is replaced). Or, instead of placing the unit in “Primary” mode, the homeowner may press/hold the Function Display Button for “S” for Silence and let go to put the unit into a 24-hour silent mode. During this time, the unit will not beep or send notification for two things: Pump Activation and Power Outage. After 24 hours, the “S” will expire and the unit will return to normal status.
Explanation: Pump 2 of the ePump system has needed to turn on.
Cause(s): Failed primary sump pump, power outage, or heavy inflow of water overwhelming the primary pump AND Pump 1. Other causes such as a frozen/blocked primary pump discharge line, etc. can cause Pumps 1 and 2 to activate as well.
Resolution(s): If this alert is received during a power outage or heavy inflow of water, no action is typically necessary. If this alert is received at any other time, the homeowner should check for primary pump or discharge failure. Pump 2 activation does indicate a high volume of water in the sump. Precautions should be taken that all systems are in fact working as expected.
Explanation: Power to the ePump controller is not detected.
Cause(s): Power outage, tripped circuit.
Resolution(s): If a power outage is not obvious, check for tripped circuits (including GFCI outlets). Tip: verify that receptacle works by plugging something corded (lamp, hairdryer, etc.) in the same place. To silence the unit during a power outage, press/hold the Function Display Button for position G to change to “S” for Silence. Let go at “S” and the unit will be silent for 24 hours for two notification causes: Power Outage and Pump Activation. After 24 hours, the Silence will expire and return to the normal standby screen. At this time, the unit may start beeping again if the condition is still present or if a leftover alert still needs to be cleared. If the latter is the case, simply press/hold the button for about two seconds for “C” for clear, and let go.
Explanation: Water is high in the sump pit.
Cause(s): Water in the sump has triggered the upper sensor, Sensor 2. This is rare, but could occur in extreme situations when water inflow exceeds the pumping capacity of the system. This can also occur if the discharge is frozen or blocked or if discharged water is pooling next to the house, saturating down, continuously recirculating to the sump.
Resolution(s): Immediately check the discharge pipe to be certain that water is in fact being pumped out AND away from the house. If so, there is typically some lag time as the drain tile around the home fills and saturates before water continues to rise in the sump. If a flood situation is imminent, additional pumping options should be explored, including a generator for the electric pump. If water from the discharge pipes is pooling at or near the house, the homeowner should consider getting something such as extra piping configured, at least temporarily, to channel discharged water at least 20 feet away from the house.
Explanation: Pump 1 (or 2) has run non-stop for 5 minutes.
Cause(s): The pump could run non-stop during periods of heavy inflow of water or if the discharge pipe is clogged or frozen.
Resolution(s): Immediately check the discharge pipe to be certain that water is in fact being pumped out AND away from the house. If so, there is typically some lag time as the drain tile around the home fills and saturates before water continues to rise in the sump. If a flood situation is imminent, additional pumping options should be explored, including a generator for the electric pump.
Explanation: Based on the cycling time and frequency, the ePump controller has calculated that only two hours of running time remain. This time is an estimate and could vary if the inflow of water varies.
Cause(s): Batteries have been drained by pump activity. Depending on how frequently the pump(s) are needing to cycle, this error would only occur after a prolonged power outage with heavy pump cycling.
Resolution(s): Replace batteries with charged batteries. Secure alternative power to plug ePump controller into.
Explanation: The ePump controller has determined a pump does not pass testing.
Cause(s):Either: 1.The pump does not meet electrical specification or 2. A Failure L (low) could be caused when the controller is testing while a pump is not plugged in to the controller properly.
Resolution(s): Plug pump securely into controller or call for service on pump. Note: the pump may appear to be working fine, and may in fact work satisfactorily for an indeterminable time. However, the controller has detected something that indicates a current or future problem.
Explanation: The ePump controller has sensed that a vapor lock may be present in the discharge piping. This condition may prevent the pumps from discharging water. In this state, the pumps may appear to be running, but no water is actually being removed from the sump.
Cause(s): A vapor locked (or air locked) pipe can occur when an air pocket develops within the pump or discharge pipe. To prevent this, it is common for a 1/8″ hole to be drilled in the discharge pipe down near the pump. It is normal for this hole to spray water when the pump is operating. A blocked “air relief” hole may be the cause of this alert.
Resolution(s): To determine if the pipe is air locked, slightly loosen the BOTTOM connector of the check valve. If a short suction sound is heard, the pipe was likely air locked and now may work fine. Re-tighten. Unclog the air relief hole. NOTE: this resolution should be performed by a knowledgeable experienced person.
Explanation: Cooling fan within the ePump controller has failed.
Resolution(s): Call for service
Explanation: The ePump controller has failed the battery for one of several reasons, the most common being: 1. Battery failed due to load test, 2. Battery failed due to charge cycling, 3. Battery failed initial load test
Cause(s): Battery is bad from either old age or defect
Resolution(s): Replace battery
Explanation: The ePump controller has detected a failure in its internal charging hardware.
Cause(s): Defect or Wear
Resolution(s): Call for service
Explanation: One or both of the sensors is disconnected.
Cause(s): One or both of the sensors is disconnected from the ePump controller.
Resolution(s): Reconnect the indicated sensor.
Explanation: There are various other, less common, alerts.
Hold the Function Display Button until ‘S’ appears in position ‘G’ and then let go. ‘S’ is for silence and will prevent the unit from beeping for 24 hours for 2 reasons: power outage, pump activation. Once 24 hours has expired, the beeping will start again until the error has been “cleared”. To clear the error, simply hold the Function Display Button for “C” and let go. (To prevent the unit from beeping for ANY reason for five days, hold the function button until ‘D’ for disable and let go.)
A. If you want to verify that the notification process is working, this is probably the easiest test:
1. Unplug the Protector DualCom ePump from the electrical outlet. It will think the power is out and start beeping and position ‘C’ will change from ‘I’ to ‘O’. Do not “clear” or “silence” the unit.
2. After about 30 minutes, the ePump will dial out to our server. You should receive a phone call and emails within a few minutes after that.
3. Plug The Protector DualCom ePump back in. No additional ‘reset’ is necessary.
A quicker test is to lift and hold Sensor 2 (the upper sensor) in the “up” position for a couple minutes. Watch the controller’s screen. Once the message “Dialing”, then “Connected”, and finally “InfoSent” have appeared, continue to hold for one more minute, then let go. You should receive phone calls and emails within a couple minutes telling you that you have a “High Water Detected.”