Let's get your machine working
DC11 Allergy™Let's get your machine working
DC11 Allergy™
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Cleaning the bin and cyclone
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Issue resolved
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More help required
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Troubleshooting
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Checking the suction
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Weak suction from extension tube
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Check the Wand
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Issue resolved
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Issue not resolved, please speak to our Customer Support Team
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Weak suction from hose
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Check the cyclone
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Wash the filter
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Washing the filter - step by step
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Strong suction from the Wand
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Check Hard floor tool
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Check the hose
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Check Turbine head
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Power or electrical issue
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Issue not resolved, please speak to our Customer Support Team
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No power
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More than two hours
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Less than two hours
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Washing the filter
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Checking the suction
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Switch not working
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Issue not resolved, please speak to our Customer Support Team
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Issue not resolved, please speak to our Customer Support Team
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Unusual noise
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Grinding noise
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Grinding noise
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Issue not resolved, please speak to our Customer Support Team
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Issue not resolved, please speak to our Customer Support Team
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Rattle noise
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Performance checks
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Check the Turbine head
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Squeaking noise
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Issue not resolved, please speak to our Customer Support Team
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Whistling noise
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Unusual smell
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Issue not resolved, please speak to our Customer Support Team
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Hot dusty smell
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Check the suction
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Clean the bin and cyclone
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Washing the filter
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Washing the filter
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Visible issue
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Cable won't rewind
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Issue not resolved, please speak to our Customer Support Team
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Check floor tool plunger
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Check Turbine head
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Performance checks
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Issue not resolved, please speak to our Customer Support Team
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How to assemble your Dyson machine
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Storing the accessories on the machine
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User guide
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Attaching the extension tube
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How to use the Turbine head
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Emptying the bin
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Washing the filter
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Washing the filter - step by step
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Popular queries
We're glad the problem's been solved.
Please let us know if there's anything else we can help you with.
The Dyson guarantee
'How to ' videos and tips
To help you get the most from your machine. Quick and easy.
Exclusive owner benefits
Priority access to previews of new Dyson technology, events and offers.
Expert advice. 7 days a week.
Freephone and live chat. The right advice for your machine, from real Dyson people.
Hassle-free repairs and replacement
Free replacement parts or repairs during your guarantee period. And if we can’t repair it, we’ll replace it.
We're glad the problem's been solved.
Please let us know if there's anything else we can help you with.
The Dyson guarantee
'How to ' videos and tips
To help you get the most from your machine. Quick and easy.
Exclusive owner benefits
Priority access to previews of new Dyson technology, events and offers.
Expert advice. 7 days a week.
Freephone and live chat. The right advice for your machine, from real Dyson people.
Hassle-free repairs and replacement
Free replacement parts or repairs during your guarantee period. And if we can’t repair it, we’ll replace it.
We need a little more information to help us solve your issue.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
But our Customer Support Team will be able to solve your problem.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
But our Customer Support Team will be able to solve your problem.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
But our Customer Support Team will be able to solve your problem.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
But our Customer Support Team will be able to solve your problem.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
We need a little more information to help us solve your issue.
But our Customer Support Team will be able to solve your problem.
Please contact our customer service team on 01-475-7109, or directly on Live Chat through our Digital Assistant by clicking the purple icon at the bottom of the page. You can start a conversation with an Expert by clicking the agent icon at the bottom left of the chat window.
Please select the appropriate option
Cleaning the bin and cyclone
Remove the clear bins from the machine by pressing the bin release catch.
Push the button to release dust directly into a dustbin or bag.
Separate the clear bin from the cyclone by pressing the catch located on the front of the cyclone .
Clear any hair or fibres from the cyclone shroud.
WARNING: Do not use any water on the cyclone.
Clean the bin with cold water only.
WARNING: do not use any detergents or polishes on the bin.
Ensure the bin is completely dry before reassembling the machine.
Replace the cyclone and bin firmly.
Please select the appropriate option
Please select the appropriate option
Checking the suction
Remove the floor tool from the machine and place your hand over the extension tube.
Check the hose suction
Remove the hose from the Wand handle by pressing the 2 retaining clips.
Turn the machine on and test the suction from the end of the hose.
Checking the extension wand for blockages
With the extension Wand removed, drop a coin through the Wand to see if it comes out of the other side.
If the coin does not appear this will indicate that the wand assembly is blocked.
Checking the machine for blockages
Remove the hose from the Wand handle by pressing the 2 retaining clips. Also remove the hose from the machine by pressing the release catch.
Check there are no blockages in the hose assembly.
Remove the bin and check that the duct inlets are free of blockages.
Wash the filter
Please follow the steps in the video to wash the filter.
For a step by step guide, please select step by step.
Has washing the filter resolved the problem?
Wash the filter
Press the release catch to remove the cyclone assembly from the machine.
Lift the filter out of the machine.
Separate the filter from the filter case and shake the case over a bin.
Wash the filter in cold water only.
WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.
Wash the filter case in cold water only and tap it dry to remove excess water.
WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.
Leave both parts of the filter to dry in a warm place for 12-24 hours or until completely dry. Do not dry in a tumble dryer, microwave, oven or near a naked flame.
Refit the filter ensuring it is completely dry. The filter should be washed at least once every 3-6 months.
Floor tool issue
This will indicate an issue with the floor tool.
Which floor tool are you using?
Checking the Hard floor tool for blockages
Remove the hard floor tool from the machine.
Inspect the inlet to ensure there is not a blockage.
Check the hose suction
Remove the hose from the Wand handle by pressing the 2 retaining clips.
Turn the machine on and test the suction from the end of the hose.
Checking the Turbine head for blockages
Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.
Remove the Brush bars and clear any hair, thread and debris
Check both of the metal shafts for blockages and ensure they rotate freely by hand
Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.
Check the outside surface of the plunger for fluff and debris and remove if necessary.
Check the outside of the plunger for any debris or blockages.
Rebuild and test the machine.
Please select the appropriate option
When did the machine last have power?
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?
Thermal cut out
Most Dyson vacuums 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.
Carry out the performance checks, and if your machine cuts out unplug and leave for at least 2 hours to cool down.
If the customer prefers to check the machine when the power has returned, wait for a minimum of 2 hours and ask them to call back.
Please select the appropriate option
Wash the filter
Please follow the steps in the video to wash the filter.
Has washing the filter resolved the problem?
Checking the suction
Remove the floor tool from the machine and place your hand over the extension tube.
The switch does not light up.
Press the switch
Press the rear of the switch to make sure it stays in the on position.
Please select the appropriate option
Please select the appropriate option
Remove the floor tool
Remove the floor tool from the machine and turn the machine on.
Removing a blockage from the Turbine head
Remove the floor tool from the machine.
Checking the Turbine head for blockages
Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.
Remove the Brush bars and clear any hair, thread and debris
Check both of the metal shafts for blockages and ensure they rotate freely by hand
Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.
Check the outside surface of the plunger for fluff and debris and remove if necessary.
Check the outside of the plunger for any debris or blockages.
Rebuild and test the machine.
Remove the floor tool
Remove the floor tool from the machine and turn the machine on.
Checking the suction
The rattling noise may be cause by a blockage in the machine, therefore the following blockage checks should be carried out.
Remove the floor tool from the machine and place your hand over the extension tube.
Check the Turbine head
Remove the floor tool from the machine.
Checking the Turbine head for blockages
Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.
Remove the Brush bars and clear any hair, thread and debris
Check both of the metal shafts for blockages and ensure they rotate freely by hand
Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.
Check the outside surface of the plunger for fluff and debris and remove if necessary.
Check the outside of the plunger for any debris or blockages.
Rebuild and test the machine.
Checking the wheels and Turbine head
Unplug the machine and check the main wheels are free of any debris and hair.
Check that the Turbine head wheels are free of any debris.
Checking the suction
If your machine is making a whistling noise, this indicates that there is a blockage or a damaged or missing seal.
Remove the floor tool from the machine and place your hand over the extension tube.
What sort of smell?
Dusty smell
A hot dusty smell could indicate that there is a blockage in the machine or a dirty filter. We would advise to check the machine and wash the filter assembly.
Please select the following option:
Checking the suction
Remove the floor tool from the machine and place your hand over the extension tube.
Clean the bin and cyclone
Remove the clear bins from the machine by pressing the bin release catch.
Push the button to release dust directly into a dustbin or bag.
Separate the clear bin from the cyclone by pressing the catch located on the front of the cyclone .
Clear any hair or fibres from the cyclone shroud.
WARNING: Do not use any water on the cyclone.
Clean the bin with cold water only.
WARNING: do not use any detergents or polishes on the bin.
Ensure the bin is completely dry before reassembling the machine.
Replace the cyclone and bin firmly.
Washing the filter
Please follow the steps in the video to wash the filter.
Has washing the filter resolved the problem?
Washing the filter
Press the release catch to remove the cyclone assembly from the machine.
Lift the filter out of the machine.
Separate the filter from the filter case and shake the case over a bin.
Wash the filter in cold water only.
WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.
Wash the filter case in cold water only and tap it dry to remove excess water.
WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.
Leave both parts of the filter to dry in a warm place for 12-24 hours or until completely dry. Do not dry in a tumble dryer, microwave, oven or near a naked flame.
Refit the filter ensuring it is completely dry. The filter should be washed at least once every 3-6 months.
Please select the appropriate option
Using the cable
Switch off and unplug the machine.
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.
Checking the Turbine head plunger
Located to the side of the Turbine head, there is a small plunger. As the Brush bar is air driven, the plunger will need to be pulled out to allow the air through. To stop the Brush bar spinning, press the plunger in.
Removing a blockage from the Turbine head
Remove the floor tool from the machine.
Checking the Turbine head for blockages
Slide back the soleplate catch and undo the two soleplate fasteners, remove the soleplate from the Turbine head.
Remove the Brush bars and clear any hair, thread and debris
Check both of the metal shafts for blockages and ensure they rotate freely by hand
Inspect the duct on the underside of the Turbine head for blockages and remove if necessary.
Check the outside surface of the plunger for fluff and debris and remove if necessary.
Check the outside of the plunger for any debris or blockages.
Rebuild and test the machine.
Carry out checks
The Turbine head will work if the suction is strong. This issue can be resolved by carrying out performance checks or washing the filter.
Please select the appropriate option
Please select the appropriate option
How to assemble your Dyson machine
Click the Turbine head into the extension tube. Extend the Wand by pressing the yellow clip on the handle.
Connect the hose assembly to the Main body of the machine and the wand handle.
Attach the tools to the rear of the machine.
The extension hose can be stored on the machine, by securing the extension on to the front of the cyclone and bin.
Storing the accessories on the machine
The three accessory tools can be stored neatly on the rear of the machine.
User guide
Please see the attached user guide for your machine.
Attaching the extension tube
Press the release catch on the extension tube to extend fully, ensuring it 'clicks' into place.
Attach the accessories or floor tool to the extension tube ensuring they 'click' into place.
Alternatively, remove the extension tube and wand handle and attach the accessory tools directly to the hose ensuring they 'click' into place.
How to use the Turbine head
Located to the side of the Turbine head, there is a small plunger. As the Brush bar is air driven, the plunger will need to be pulled out to allow the air through. To stop the Brush bar spinning, press the plunger in.
Emptying the bin
Remove the clear bins from the machine by pressing the bin release catch.
Push the button to release dust directly into a dustbin or bag.
Shake or tap firmly to remove all dust from inside the fine dust collector.
Press firmly on the centre of the clear bin base to close before placing back on the machine.
Wash the filter
Please follow the steps in the video to wash the filter.
Is there anything else we can help with?
Wash the filter
Press the release catch to remove the cyclone assembly from the machine.
Lift the filter out of the machine.
Separate the filter from the filter case and shake the case over a bin.
Wash the filter in cold water only.
WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.
Wash the filter case in cold water only and tap it dry to remove excess water.
WARNING: Please do not use detergent, do not wash in a dishwasher or washing machine.
Leave both parts of the filter to dry in a warm place for 12-24 hours or until completely dry. Do not dry in a tumble dryer, microwave, oven or near a naked flame.
Refit the filter ensuring it is completely dry. The filter should be washed at least once every 3-6 months.