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DC38i vacuum

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When did the machine last have power?

Thermal cut out

Most Dyson vacuum have a built in safety system that stops the machine if it begins to overheat. This usually happens because the filters need washing or your machine is blocked.

Select 'pick-up issue' for blockage checks, and if your machine cuts out unplug and leave for at least 2 hours to cool down.

Please select the appropriate option

Test the suction from the extension tube

Remove the floor tool from the extension tube by pressing the release catch on the end of the extension tube.

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Place your hand over the end of the extension tube and test the suction.

Is the suction at the extension tube strong or weaker than usual?

Check the hose inlet

Fully remove the hose by pressing the two release catches located either side of the hose assembly.

Place your hand over the hose inlet and test the suction.

Is the suction at the hose inlet strong or weaker than usual?

Check the extension tube, wand handle and hose

Separate the extension tube from the wand handle by pressing the release catch on the wand handle.

Remove the wand handle from the hose by pressing the release catch on the hose.

Press the release catch and remove the hose from the appliance.

Check the extension tube, wand handle and hose for blockages and remove as necessary.

Has checking the extension tube, wand handle and hose resolved the problem?

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

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Check the ducts

Remove the bin and cyclone assembly.

Upper duct

Check the upper duct grille for blockages and remove as necessary

Lower duct

Remove the inlet duct by pressing the release tab.

Check the lower duct for blockages and remove as necessary

Check both lower duct seals

Are either of the lower duct seals missing or damaged?

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Do not use any liquids to clean the cyclone.

Empty the clear bin

Place the bin inside a bag, close the bag around the bin and press the button to release the dust and debris.

Shake or tap firmly to remove all dust and debris from inside the bin and fine dust collector

Remove the clear bin

With the bin base open, press the silver button to separate the bin from the cyclone.

Clean the cyclone

Check the fine dust collector for blockages and remove as necessary.

Clean the shroud with a dry cloth or by using the combination tool.

Clean the bin

Clean the bin with cold water only, do not use any detergents or polishes on the bin.

Re-build and test the machine.

Has cleaning the bin resolved the issue?

The filter needs to be washed at least once a month

Wash the filter

Has washing the filter resolved the issue?

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The filter should be washed at least monthly.

Remove the pre-fitler

With the bin removed, pull the pre-filter out from the top of the cyclone.

Remove the post filter

Turn the post filters release catch anti clockwise until the filter cover can be removed.

Remove the post filter from the machine.

Wash the filters

Run cold water through the open end of the filter for approximately 10 seconds.

Turn the filter up side down and tap 10 times.

Squeeze and twist the filter.

Repeat until clean.

Dry the filters

Leave the filters in a warm place for 24 hours, until completely dry.

Ensure the filters are completely dry before refitting into machine.

Re-assemble and test the machine

Make sure the filter sits in the centre of the cyclone.

Has washing the filter resolved the issue?

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Apologies. We can't help you online.

But our Customer Support Team will be able to solve your problem. Call us on 0800-298-0298

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Check the ducts

Upper duct:

  • Remove the bin and cyclone assembly.

Check the upper duct grille for blockages and remove as necessary.

Lower duct

Remove the inlet duct by pressing the release tab:

  • Remove the inlet duct by pressing the release tab.
  • Check the lower duct for blockages and remove as necessary
  • Check both lower duct seals

Are either of the lower duct seals missing?

Check the brushbar

Checking the turbine head openings.

With the turbine head removed, check the openings on the tool for blockages and remove if necessary.

Unlock the brushbar end cap

Use a coin to unlock the fastener marked with a padlock.

Remove the brushbar

Carefully remove the brushbar and clear any debris.

Has checking the floor tool resolved the problem?

Check the extension tube, wand handle and hose for blockages

Separate the extension tube from the wand handle by pressing the release catch on the wand handle.

Press the release catch and remove the hose from the appliance.

Check the extension tube, wand handle and hose for blockages and remove as necessary.

Has checking the extension tube, wand handle and hose resolved the problem?

Wash the filter

The filter needs to be washed at least once a month.

Is there anything else we can help you with?

Please select the appropriate option

We're glad the problem's been solved.

Please let us know if there's anything else we can help you with.

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The filter should be washed at least monthly.

Remove the pre-fitler

With the bin removed, pull the pre-filter out from the top of the cyclone.

Remove the post filter

Turn the post filters release catch anti clockwise until the filter cover can be removed.

Remove the post filter from the machine.

Wash the filters

Run cold water through the open end of the filter for approximately 10 seconds.

Turn the filter up side down and tap 10 times.

Squeeze and twist the filter.

Repeat until clean.

Dry the filter

Leave the filters in a warm place for 24 hours, until completely dry.

Ensure the filters are completely dry before refitting into machine.

Re-assemble and test the machine

Make sure the filter sits in the centre of the cyclone.

Is there anything else we can help you with?

Check electrical supply

Is the power cord or plug damaged?

Are the other household appliances working?

Does the vacuum work when plugged into another socket?

Has checking the electrics resolved the problem?

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But our Customer Support Team will be able to solve your problem.

Call us on 0800-298-0298

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Apologies. We can’t help you online.

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Call us on 0800-298-0298

How would you rate our online support?

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2/5 Average

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Test the suction from the extension tube

A rattling noise can indicate that there is something stuck in the machine.

Remove the floor tool from the extension tube by pressing the release catch on the end of the extension tube.

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Place your hand over the end of the extension tube and test the suction.

Please select the appropriate option

Which area is causing the problem?

Check the wheels

Please check the wheels and castors for obstructions and remove as necessary.

If the noise remains, the issue can be resolved by booking a repair.

Has this resolved the issue?

Check the wheels

Remove the floor tool.

Clear the wheels and castors of any hair or fibres.

Check that the wheels turn freely and are free from damage

Clear the brushbar

Checking the turbine head openings

With the turbine head removed, check the openings on the tool for blockages and remove if necessary.

Unlock the brushbar end cap

Use a coin to unlock the fastener marked with a padlock.

Remove the brushbar

Carefully remove the brushbar and clear any debris.

Has this resolved the problem?

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Whistling noise

A whistling noise can be caused when the hose is pulled sharply. This is normal and shouldn't affect the machine's performance.

Is the machine still performing as well as normal?

Test the suction from the extension tube

This suggests that there is a blockage in the machine.

Remove the floor tool from the extension tube by pressing the release catch on the end of the extension tube.

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Place your hand over the end of the extension tube and test the suction.

Is the suction strong at the extension tube or weaker than usual?

Test the suction from the extension tube

A whistling noise suggests that there is a blockage in the machine.

Remove the floor tool from the extension tube by pressing the release catch on the end of the extension tube.

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Place your hand over the end of the extension tube and test the suction.

Is the suction at the extension tube strong or weaker than usual?

Wash filters and clean the bin

This issue can be resolved by washing the filters and cleaning the bin and cyclone.

Please select the appropriate option

The filter should be washed at least monthly.

Wash the filter

Please follow the steps in the video.

Has washing the filter resolved the issue?

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But our Customer Support Team will be able to solve your problem.

Call us on 0800-298-0298

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Hot/dusty smell

The machine can smell hot and /or dusty if it has a blockage or dirty filter.

Please confirm if the machine is making a different noise as well as a smell.

Please select the appropriate option

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 0800-298-0298

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Test the suction from the extension tube

Remove the floor tool from the extension tube by pressing the release catch on the end of the extension tube.

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Place your hand over the end of the extension tube and test the suction.

Is the suction strong or weak?

Test the suction from the extension tube

Remove the floor tool from the extension tube by pressing the release catch on the end of the extension tube.

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Place your hand over the end of the extension tube and test the suction.

Is the suction at the extension tube strong or weaker than usual?

Rewinding the cable

Ensure that the machine is switched off.

Unplug the machine before rewinding the cable.

If the cable does not rewind, firmly pull it out and fully extend it until the red tape is visible.

The cord rewind button needs to be pressed down firmly to retract the cord for storage after use. When the button is pressed down far enough you should feel and hear a click, and the cord will retract.

Has this resolved the issue?

Mini Flat Out tool difficult to push

Check the red tabs on the underneath of the Mini Flat Out tool.

Slide both of the tabs into the open position.

Has checking the tool resolved the problem?

Clear the brushbar

Has clearing the cleanerhead resolved the issue?

Clear the brushbar

Checking the turbine head openings:

With the turbine head removed, check the openings on the tool for blockages and remove if necessary.

Unlock the brushbar end cap

Use a coin to unlock the fastener marked with a padlock.

Remove the brushbar

Carefully remove the brushbar and clear any debris.

Has clearing the cleanerhead resolved the issue?

Test the suction from the extension tube

This suggests that there is a blockage somewhere in the machine.

Remove the floor tool from the extension tube by pressing the release catch on the end of the extension tube.

Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.

Place your hand over the end of the extension tube and test the suction.

Is the suction at the extension tube strong or weaker than usual?

Apologies. We can’t help you online.

But our Customer Support Team will be able to solve your problem.

Call us on 0800-298-0298

How would you rate our online support?

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2/5 Average

3/5 Good

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5/5 Excellent