Frequently Asked Questions

Filtration, tests and certification

  • 0
    What is removed from the water?

    In a word: yuck. Here’s all the specific yuck you don’t really want to be tasting, smelling and drinking:

    • rust, dirt, silt and sediment that could be in the water pipes
    • chlorine added at the water treatment plants
    • bacteria that might grow once the chlorine’s removed
    • natural organic matter from the remains of plants and animals and their waste (eww!)
    • herbicides and pesticides from agricultural runoff
    • volatile organic compounds – scary-sounding stuff that can cause nasty smells
    • microplastics over 0.6 microns in size (that’s really, really, really small) that can lurk in your water supply. Nobody needs to be drinking bits of plastic, however small.
  • 1
    How does the purification work?

    Two micro sediment filters remove particles

    The mesh filter traps big particles of dirt. The sediment filter gets rid of smaller particles.

    The activated carbon filter absorbs chemicals

    The activated carbon filter uses charcoal treated with oxygen to open up milpons of tiny pores between the carbon atoms. This allows ‘adsorption’ (Google it) and the removal of unwanted molecules in the water, such as chlorine.

    The pre-filter prevents scaly white flakes

    Our pre-filter, containing food-grade polyphosphate crystals, separates calcium and magnesium so they can’t bond and form white flakes, but keeps these healthy minerals in your water. Genius.

    The UV lamp kills bacteria

    The water is exposed to pght from a UV lamp, set to a bacteria-kilpng wavelength. UV adds nothing to the water, produces no tastes or odours, and takes mere seconds to be effective.

    All the healthy minerals are retained

    Unpke a water softener, our water filtration process stops scale forming but doesn’t remove the healthy minerals in your water pke calcium and magnesium.

  • 2
    Does the Water System remove microplastics?

    Microplastics come from sources such as manufactured clothing, toiletries, certain types of paint, and tyres. The Virgin Pure Water System removes all particles larger than 0.6 microns from the water. There are 1000 microns in a millimetre. So half a micron is very, very, very, very, very, very, very small. The plastic particles in drinking water found in the most definitive tests at the State University of New York in 2018 were larger than a human hair which is, on average, 75 microns across.

  • 3
    Does the Water System stop limescale?

    Scale forms when calcium and magnesium bond, creating white flakes. Even though it’s just a crystallisation of healthy minerals, it’s still not nice to drink. We use a pre-filter that contains food-grade polyphosphate, approved for use in drinking water. These miraculous little crystals have the power to separate calcium and magnesium from each other, meaning they can’t bond and therefore don’t form white flakes. The result is a crisp, clean, fresh cuppa every time.

  • 4
    Does the Water System remove fluoride?

    Fluoride can occur naturally in water; however, in the UK, it’s added to municipal water supplies. For some people, the addition of fluoride is a contentious issue. Supporters argue its merits – for example, it can help to reduce tooth decay in children. Our filtration system is designed to keep naturally occurring minerals such as calcium, potassium and magnesium in the water. Therefore fluoride, another natural mineral, remains in the water.

  • 5
    Does the Water System change the PH or alkalinity of the water?

    The Water System doesn’t add anything to the water, it just filters out the bad stuff and retains healthy minerals such as calcium, potassium and magnesium. As nothing is added, the water’s PH isn’t changed at all.

  • 6
    Does the Water System reduce the TDS (Total Dissolved Solids) in the water?

    Total Dissolved Solids (or TDS) is a measure of the dissolved content of all substances. It isn’t an indicator of water purity or filter performance. Drinking water needs to retain a certain TDS level as this concentration includes many essential substances such as healthy minerals.

    The World Health Organization (WHO) states that a TDS level of 300 to 400 mg/L is ‘good’ to ‘excellent’. Only when a TDS reading reaches above 1200 mg/L does the WHO state that water becomes ‘unacceptable’.

    The Water System is not designed to simply remove ‘all particles’ from water but to provide a healthy and pleasurable drinking experience. This means beneficial minerals such as calcium, magnesium, and potassium, which contribute to TDS concentration, are kept in the water. However, the activated carbon filter works by adsorbing chemicals such as chlorine, and the UV treatment kills the bacteria that has no health benefit.

    We want you to get the best of both worlds: the benefits of the healthy minerals without the nasties.

  • 7
    Which professional bodies is Virgin Pure part of?

    We’re members of the Water Dispenser & Hydration Association

    As the leading association for the hydration industry, we’re proud members of the WHA. The WHA promotes innovation in recognition of the industry’s environmental responsibilities and compliance with the UK and European legislation.

  • 8
    What certification does the Water System possess?

    The National Sanitation Foundation (NSF) mark

    We’re proud to possess the National Sanitation Foundation (NSF) mark. Manufacturers, regulators and consumers look to NSF International to develop public health standards and certification programs that help protect the world’s food, water, consumer products, and the environment. The NSF mark is your assurance that the product has been tested by one of the most respected independent certification organizations in existence today.

Energy use

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    Does the Water System need to be permanently switched on?

    No. By using the energy-saving mode, you only use the energy you need. You can set your system to wake-up when you need it and power down when you don’t, and so you can do your bit to help save the world and never use more power than you need to.

  • 1
    How much power does the Water System use?

    Everyone uses their Water System differently, and so we can’t give you a definitive, one-size-fits-all answer.

    But to help, we asked the Water Regulation Advisory to conduct independent tests against an ordinary domestic kettle to provide a handy comparison.

    Our tests involved:

    • filling 4 mugs per day with boiling water
    • allowing 8 hours per day for the Water System to be in energy-saving mode
    • including all power used by the Water System when not being used to dispense water

    These tests found that the Water System returned an average energy usage of 0.05 kWh peruse or 128.44 kWh per year. In comparison, the kettle returned an energy usage of 0.11 kWh per use or 169.43 kWh per year.

    The Water System uses 32% less power than a standard kettle. Boom. In your face, kettle. You can do one.


  • 0
    What is the temperature range?

    The Water System has over 50 temperature settings (we counted them). You can use the control panel to adjust the temperature, because some like it hot hot and some like it not so hot.

    Hot range: 92 – 97°C

    Cold range: 5 – 20°C

    Ambient range: 10 – 50°C

  • 1
    How quickly is water dispensed?

    Home Water System

    2 litres per minute – that’s more than a big bottle of water from the supermarket!

    1.3 litres per minute — the same as an average domestic kettle, fully filled, with no time wasted waiting for it to boil.

    Work Water System

    1.3 litres per minute.

    1.3 litres per minute.

  • 2
    How many people can one Water System serve?

    A single Home Water System can comfortably serve up to 20 people using it for all their water needs, both hot and cold every day. A Work Water System can serve up to 40 people.

Size and controls

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    Is the Water System safe for children to use?

    Yes, thanks to the secure child lock function, children can dispense only cold water, not hot.

    Your engineer can set this feature up for you. To dispense hot water with the child lock turned on, you simply need to hold both hot and cold simultaneously for at least two seconds.

  • 1
    What are the dimensions of the Water System?

    The Water System is designed to fit comfortably onto any countertop regardless of kitchen size and design. Also freeing up valuable fridge space and not occupying cupboard space. Obviously, it needs to be of a sufficient size to hold a decent amount of chilled and heated water ready to dispense immediately.

    Water System Dimensions

  • 2
    Where are the controls and how do they work?

    Controls are located in two areas. The easy-to-use front-facing controls require a single touch to dispense water. The control panel, where you set up all the different features, is hidden from view under the easily removable top cover.

Packages and payment

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    How does monthly service work?

    When ordering you’ll pay a one-off £1 installation. Two weeks after your installation, monthly payments of £23.99 begin.

    This covers the Water System, all replacement filters and UV lamps (which we’ll post to you automatically), comprehensive repair, and replacement service and unlimited reinstalls if you move.

    If within the first 30 days you are not happy, let us know. We’ll come and collect your System, free of charge.

    At the end of 12 months, you can choose to carry on for another 12 months or end your monthly service contract and we will come and collect the Water System for free and no more payments will be due.

    For more information about our monthly service package please visit this page.

  • 1
    How can I pay for the monthly service package?

    You can pay for the one-off installation using any major credit or debit card.

    You will then pay for your Home Water System service via a monthly Direct Debit. You’ll set up the Direct Debit when ordering, however, your first payment wont be taken until 2 weeks after successful installation.

    For more information about our monthly service package please visit this page

  • 2
    How can I pay if I want to purchase the Water System?

    You can pay upfront for the Water System or the monthly service installation with a one-off payment with any major credit or debit card.

  • 3
    How can I get replacement parts and aftercare service?

    If you choose to rent your Home Water System, then you don’t need to worry we’ll send you everything you need automatically and it’s all included within the monthly cost.

    For customers who Purchase the Water System, all parts and services can be ordered directly from our website. 6 month Filter Packs are £49.99 and 12 month Filter and UV Lamp Packs are £99.99. Extended warranty is £69.99 per year and reinstallations are also £69.99.

  • 4
    What if I change my mind after ordering?

    No problem. Let us know within 30 days of installation and we’ll come and collect the System free of charge. Regardless of whether you have rented or purchased upfront anything you have paid so far will be refunded in full with no extra charges.

  • 5
    What about packages for businesses?

    We offer a special business package and you can find more information here

Delivery and Installation

  • 0
    Can I install the System myself?

    Virgin Pure Water Systems can only be installed by one of our own technicians. They’re specially trained and know everything back to front. Your system must be installed professionally to ensure your warranty is validated.

  • 1
    Can you install on Granite and other worktops?

    Absolutely. Granite, and pretty much any surfaces such as quartz, are no problem for our team of skilled technicians. They’ve had all sorts of specialist training, and they’re impressively equipped. Granite, marble and corian worktops – they’re all a breeze for our experts.

  • 2
    How long between order and install?

    Once you’ve ordered, we’ll deliver your Water System to you within two working days.

    As soon as you receive your system, we’ll contact you lickety-split to arrange an installation, which we aim to take place within five working days of delivery.

  • 3
    Is installation included in the cost?

    Installation is included with our Purchase outright package but costs £1 if you opt to rent a Virgin Pure Home Water System.

  • 4
    Has anything changed due to Covid-19?
    You can find detailed information on how we are dealing with Covid-19 here
  • 5
    Where can the Water System be installed?

    Anywhere within 15m of a water mains (like those under the sink or where dishwashers are normally located) and 1.5m of a power socket. Our skilled engineers are experts in finding solutions to install the system where you want and will discuss this with you during installation to ensure we get it right.

On-running maintenance

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    Does the water system need any maintenance?

    The Water System needs a filter change every six months and the UV lamp every year.

  • 1
    How do I change the filter and UV lamp?

    It only takes a couple of minutes, and they simply click in and out – you don’t need tools or anything like that. You can find instructions on our website, and we’ll also leave you a handy guide when we install.

  • 2
    How do I get replacement filters and UV lamps?

    If you purchased the Home Water System outright, then you will need to purchase them from here

    If you have opted to rent your Home Water System or are one of our Watercare+ subscribers, then you will automatically receive a new filter every 6 months and a new UV lamp every 12 months.

  • 3
    What happens after the first 12 months if I have WaterCare+?

    You have the option to continue with the service or switch to pay-as-you-go.

  • 4
    What if I move house?

    Simply contact us and tell us where you are moving and we will arrange for one of our engineers to come and reinstall at your new property.

    For customers who have Watercare+ or rent a water system from us, this is included at no extra cost.

    For all other customers, it costs £60.

Useful comparisons

  • 0
    How does Virgin Pure compare to Filter Jugs?

    Like a Virgin Pure Water System, most filter jugs remove substances like chlorine from tap water. Chlorine is added to water to prevent bacteria from breeding in the water. However, once the chlorine has been removed, bacteria can easily breed again.

    That’s why our Water Systems have a UV lamp, to render these pesky little microorganisms inactive and prevent them from multiplying once the chlorine has been removed from the water. In fact, our Water Systems kill 99.99999% of potentially unhealthy waterborne bacteria.

    Our Water System removes the need for you to constantly refill a jug and wait for it to chill. As well as freeing loads of fridge space, you’ll also no longer need an old-fashioned kettle.

  • 1
    How does Virgin Pure compare to buying bottled water?

    Advice varies, but it’s generally accepted that you should be drinking around 1.5 litres of water a day. The average cost of a litre of bottled water is around 43p*. Therefore, to drink 1.5 litres a day would cost around 65p. That’s around £2.60 a day or just over £18.00 a week for a family of four. Compare that to renting a Virgin Pure system and across the first three years of ownership the cost is just £6.45 a week and the pure triple-filtered water, hot or cold, is unlimited. Over three years, the cost of buying bottled water is around £2000 more expensive than renting a Virgin Pure home water system. We know we’re biased, but we think that’s a no-brainer.

    *Cost per litre based on 6x 1.5l bottle pack, best selling 5 on 5/2/2021