{"id":149,"date":"2026-08-26T15:09:11","date_gmt":"2026-08-26T15:09:11","guid":{"rendered":"https:\/\/team.splashsupplyco.com\/?p=149"},"modified":"2026-08-26T15:09:11","modified_gmt":"2026-08-26T15:09:11","slug":"service-troubleshooting-faqs","status":"publish","type":"post","link":"https:\/\/team.splashsupplyco.com\/?p=149","title":{"rendered":"Service Troubleshooting FAQs"},"content":{"rendered":"

\u00a0\u00a0\u00a0Frequently Asked Questions<\/span><\/p>\n

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Pump Issues<\/span><\/p>\n

\u00a0<\/b>Decrease in flow speed can usually be attributed to excessive debris or a lack of water. Customers should make sure that their skimmer baskets are emptied and their filter material is cleaned regularly to ensure that the pump stays clean and free from debris. Customers should also regularly check the water level of their pond to ensure that the pump is fully submerged to keep it flowing smoothly and prevent it from burning out. If the customer\u2019s pump has completely stopped, they may have a broken impeller or the pump has run without water for too long and has burned out. Customers may also experience electrical issues with their pump, causing it to run for a few minutes before shutting off and tripping the power to the pump itself.<\/span><\/p>\n

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Clogs\/Excessive Debris<\/b>: If the customer is experiencing a slower rate, they may be experiencing a clog. Customers\u00a0 should turn off their pump, remove the skimmer basket, remove the filter material, then disconnect the check valve from the skimmer (water will back flow into the skimmer), then remove the pump from the vault. Customers should check their pump intake for clogs and clean out any debris. After the pump is thoroughly cleaned, it can be reattached to the skimmer vault, followed by the filter material and skimmer basket after they have been cleaned. Ensure that the filter material is positioned correctly within the skimmer vault to protect the pump from debris and allow the basket to fit back in place as designed.<\/span><\/p>\n

Low Water Level<\/b>: Aquatic pumps are designed to be fully submerged in water in order to function properly. If the customer is experiencing a gasping sound coming from their pump, they will need to add water to their pond to increase their flow and prevent their pump from burning out.<\/span><\/p>\n

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Broken Impellers<\/b>: In some instances, small rocks or debris may find its way to the pump and cause the impeller to break. Aquascape pumps must have every blade of the impeller in place to function. Customers can usually replace most broken impellers by simply removing the broken impeller and replacing it with a new one. Most impellers are magnetically held in place, and require very little effort to remove and install.<\/span><\/p>\n

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Burnout<\/b>: Pumps that are left running in dry conditions or clogged for too long will eventually burn out, destroying the motor of the pump. Customers should unplug their pump and remove it from the skimmer vault. Check the filter material for discoloration, it is possible for a burned out pump to burn this material as well. Once the pump has been cleaned, they may test it by plugging it in again. If the pump does not turn on or trips the power source, it has burned out and will need to be replaced.<\/span><\/p>\n

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Electrical Issues<\/b>: Occasionally, pumps or their power cords may become damaged. If the pump trips the power source after a few moments of operating, it is possible that it is experiencing an electrical malfunction. Customers should ensure that the power source is functioning properly, then test the pump by plugging it back in. If the pump functions for a moment before shutting off or tripping the power, it is experiencing an electrical issue and will need to be replaced.<\/span><\/p>\n

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Smart Control Receiver<\/b>: Adjustable pumps come with a Smart Control Receiver that can be connected to their existing wifi. These receivers allow the customer to adjust the flow of their pump at will, whether by using the receiver itself or via the Aquascape app. Customers who are experiencing issues with\u00a0 their Smart Control Receiver will want to ensure that it has a strong wifi connection. Customers may bypass the wifi feature altogether by flipping the switch on the bottom of the unit, allowing the flow to be adjusted solely via the receiver itself.<\/span><\/p>\n

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Lighting<\/span><\/p>\n

Aquascape offers a wide variety of lighting products so our customers can enjoy the beauty of their pond at any time. By adding a transformer and the appropriate amount of splitters and extension cables, customers can easily add lights to their water feature. Customers who would like complete control over their lighting system may opt to purchase Smart Lights. In addition to the appropriate transformer, customers will need to purchase a Smart Hub in order to connect their lights to their Wifi, allowing them to control their lights via a smart remote or the Aquascape app. Customers can program their lights to operate on a set schedule or even change the color of their lights to any hue they desire.<\/span><\/p>\n

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Transformers<\/b>: All Aquascape lighting products are powered by transformers that convert available electricity into the appropriate amount of power necessary to allow the lights to function properly. Generally, the size of the transformer is determined by the amount of lights used and their power. Customers will want to ensure that the total wattage used by all of their lights is under the wattage threshold of their transformer (a 20w transformer can power any number of lights provided their total wattage is less than 20w). <\/span>Customers who are experiencing issues related to powering their lights may need a stronger transformer than what they are currently using.<\/b><\/p>\n

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Photocell<\/b>: Some of our transformers are equipped with a photocell, which keeps the lights off when it is exposed to light and turns them on when it no longer detects visible light. These transformers often have a switch in the back that will allow the customer to adjust the amount of time their lights remain active after the photocell turns them on at dusk from 4 hours, 6 hours, 8 hours, or automatically turning off when sunlight is detected. <\/span>Customers will want to ensure that their photocell is clean and positioned properly for optimal functionality.<\/b><\/p>\n

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Smart Control Hub<\/b>: In addition to the appropriate transformer, customers will need to purchase a Smart Hub in order to connect their lights to their Wifi, allowing them to control their lights via a smart remote or the Aquascape app. Issues with the Smart Control Hub can usually be attributed to poor wifi connection or insufficient power. Customers may need to remove their Smart Control Hub from their devices, then reconnect them to their wifi. If this does not solve the problem, they will need to replace their Smart Control Hub.<\/span><\/p>\n

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Lights<\/b>: Customers may notice that one or more of their lights has stopped working properly. If the customer has tested their lighting system and has isolated the issue to these specific lights, they will need to remove the lights from the pond and replace them with new ones. Smart lights may occasionally emit an incorrect color. These lights will need to be unplugged and plugged back in to determine if they need reset. If this does not fix the issue, they will need to be replaced.<\/span><\/p>\n

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Splitters & Cables<\/b>: Customers can determine if the issues within their lighting system are being caused by a faulty splitter or cable by bypassing the piece of equipment in question and plugging their lights directly into the transformer or Smart Control Hub if present. If all of the lights in question are determined to be fully operational, the customer may need to replace their splitter or cable.\u00a0<\/span><\/p>\n

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Water Loss<\/span><\/p>\n

\u00a0During the dryer months of spring and summer, customers may experience water loss that can be attributed to the climate. Natural conditions such as sunlight, lack of rain, or even faster windspeeds can remove water from the pond in surprising quantities. <\/span>\u00a0<\/b>If a customer is experiencing more water loss than usual for natural conditions, they may have a leak in their pond. Before performing a <\/span>24 Hour Test<\/b>, customers should walk the perimeter of their pond and look for signs of water escaping the boundary of the liner and causing moisture in unwanted areas. Customers will be asked to perform a <\/span>24 Hour Test<\/b> to aid in diagnosing the cause of their water loss. Turning off the pump will stop the water from flowing in the waterfall and stream, which will help pinpoint where the leak is occurring. If there is no water loss after 24 hours, the leak is likely in the stream or the waterfall. If the customer has lost water during the test, there may be damage in the liner. The water will sink to the level where the damage is located. This streamlines the process of locating damage and allows the technician to find the leak quickly and efficiently.<\/span><\/p>\n

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Evaporation\/Splash<\/b>: Customers may notice a drop in their water level caused by nothing more than nature itself. If the customer\u2019s pond is in a particularly sunny location, they may experience quite a bit of water loss during the hot months of summer. Windy conditions may also cause the water to be redirected from the waterfall or fountain, forcing droplets outside of the liner or basin and reducing the amount of water held within.<\/span><\/p>\n

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Damming<\/b>: An extremely common and easily reconciled issue that would cause water loss is damming. Buildup of debris within the waterfall, stream, or pond may cause the water level to rise about the height of the liner in some areas, forcing the water outside of the pond. Damming can be prevented by ensuring that the waterfall, stream, or pond itself is thoroughly cleaned and kept free from debris.<\/span><\/p>\n

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Displaced Liner<\/b>: After a pond has been installed, it is expected that the liner may shift while the ground is settling into its new position beneath. Customers should walk the perimeter of the pond and look for moisture escaping out of the pond and into their yard. If there is an area where the liner is displaced, the customer needs to grab the edge of the liner and pull it back up in place. Padding the area behind the liner with dirt or soil will help keep it in place. Rocks should not be used to secure the liner, as the friction between two rocks may cause it to tear.<\/span><\/p>\n

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Damage\/Corrosion<\/b>: If the customer has gone through the list of common causes of leaks and is still experiencing water loss, they may have damage within the liner of their pond or corrosion in the screws that connect the liner to the faceplate of their skimmer. After performing a <\/span>24 Hour Test<\/b>, customers should check their skimmer plate for discolored or damaged screws, then check the space between the liner and the skimmer for moisture. If these areas are intact, customers may be able to locate the damage within the liner by checking the perimeter along the pond at its current water level.<\/span><\/p>\n

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Water Conditions<\/span><\/p>\n

Customers may occasionally experience unwanted or unpleasant conditions in their backyard ecosystem. Green, discolored, or stagnant water, as well as excessive string algae are all very common problems that can be remedied with minimal hassle. Ponds that contain rocks and gravel, a skimmer, and a biofiltration system are designed to help our customers maintain optimal water conditions. Rocks, gravel, and filtration material help hold onto the useful bacterias and allow them to stay within the pond while the skimmer collects debris from the surface while circulating the water, preventing it from becoming stagnant and ensuring that treatments are spread evenly throughout the pond.\u00a0<\/span><\/p>\n

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Ammonia<\/b>: Ammonia is the byproduct of organic matter – fish waste, uneaten food, leaves, etc. – decomposing in the pond. Because ammonia is toxic to fish, we like to keep levels as close to zero as possible. Beneficial bacteria convert ammonia to less-toxic nitrites, but bacteria can’t keep up if ammonia levels are too high. To keep ammonia at a minimum, avoid overstocking with fish, install a skimmer, keep up with cleanouts and only feed fish as much as they’ll eat within a few minutes. Dangerously high ammonia levels require an immediate water change.<\/span><\/p>\n

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Nitrites<\/b>: Nitrites are a byproduct of beneficial bacteria breaking down harmful ammonia in the pond. In an ideal system, more beneficial bacteria consume these nitrites and convert them into nitrates. If you don’t have enough bacteria in the pond, though, the cycle gets stuck – leading to excess nitrites. High nitrite levels can harm fish, or, more commonly, cause an outbreak of single-cell algae that turns your water pea soup green. Treat excess nitrites with regular doses of beneficial bacteria, and consider upgrading your biological filtration. Note: You can have green water and a nitrite reading of zero on a water test if algae are eating the nitrites. Add beneficial bacteria to starve the single-cell algae.<\/span><\/p>\n

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Nitrates<\/b>: Nitrates are the byproduct of beneficial bacteria consuming nitrites. Excess nitrates can stress fish and make them more susceptible to illness. These nitrates also feed string algae in the pond. To combat excess nitrates, add a variety of plants. The more plants, and the wider the variety, the more nitrates they will consume. Note: You can have string algae and a nitrate reading of zero on a water test if algae are eating all the nitrates. Add more plants to starve the string algae.<\/span><\/p>\n

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pH<\/b>: PH is a measure from zero to 14 of how acidic (0-6) or alkaline (8-14) your pond is. We like to keep our ponds as close to neutral (7) as possible – but don’t panic if your pH is slightly high or low. PH fluctuates throughout the day, and pond fish adapt to their environments. If the fish seem happy, there’s no reason to adjust pH levels. Sudden changes in pH – such as those caused by inadequate fish acclimation or our attempts to artificially adjust pH – are much more dangerous than natural, gradual changes.<\/span><\/p>\n

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String Algae<\/b>: Excessive string algae is an extremely common issue customers will experience in their water features, especially during the hot months of summer. Customers can prevent algae growth by ensuring that their pond is filled with a variety of plants to feed on the nitrates algae needs to thrive, properly filtered with rocks within the pond and bioballs in the filter, and consistently treated with maintenance treatments such as Beneficial Bacteria, Barley Straw, and Clear. Customers can recover from an algae bloom by removing the algae from the pond and treating it with a contact algaecide such as Ecoblast or SAB. If the customer has an Auto Doser, they should make sure that they are currently using Clear, as this contains a small amount of algaecide that will help prevent the algae from growing. Pondless waterfalls and fountains can be treated with liquid algaecide. This is not recommended for ponds with fish, as the algaecide is so effective that it can kill off the algae very quickly, causing all of the oxygen the algae is holding to die off as well and potentially harm the fish by depriving them of that oxygen too rapidly.<\/span><\/p>\n

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Green Water<\/b>: Single cell algae occurs in ponds that are lacking in the proper nutrients and bacterias the water needs to remain clear. Customers can prevent their water from becoming green by ensuring that their pond is filled with a variety of plants and are maintaining consistent weekly treatments of Beneficial Bacteria or Maintain in doses that are accurate for the size of the water feature. Customers can recover from green water conditions by increasing the amount of plants within their pond and increasing the frequency in which they treat the pond with Beneficial Bacteria.<\/span><\/p>\n

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Discolored Water<\/b>: Tanines found in debris such as twigs, branches, and leaves can cause water to take on a discolored hue, ranging from a light brown to black. Customers can remove these tanines by ensuring that their pond is free of debris and treating it with the proper amount of Activated Carbon.\u00a0<\/span><\/p>\n

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Stagnant Water<\/b>: Water that is not properly circulated can become stagnant, causing it to take on an unpleasant odor and become harmful to the ecosystem. Customers can prevent this issue by ensuring that their water experiences plenty of movement by installing a skimmer, aeration system, a fountain, or a powerhead in some situations.<\/span><\/p>\n

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Foam<\/b>: Customers may notice some foaming within their pond, typically within the skimmer vault. This is caused by debris such as leaves breaking down within the pond. Customers can minimize foaming by regularly cleaning debris out of their skimmer basket, as well as treating the pond with Pond Foam Free.<\/span><\/p>\n

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Pond Weeds<\/b>:\u00a0<\/span><\/p>\n

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Plant Care<\/span><\/p>\n

Planting and maintaining a healthy variety of aquatic plants is an excellent way to enrich the natural beauty of a water feature while adding the necessary nutrients and bacterias the ecosystem needs to thrive.<\/span><\/p>\n

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Planting<\/b>: Customers can add new plants to their water feature by simply removing the plant from the pot, removing excess soil, scarifying the roots, then placing it within the rocks and gravel in the pond. Customers should know how much sunlight and how deep their particular plant prefers to be planted to help them decide what works best for their pond. Customers may decide to keep their plants in planters or floating islands as well, and they must ensure that the plant receives the proper amount of water and sunlight when choosing any of these options.<\/span><\/p>\n

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Fertilization<\/b>: Proper sunlight and fertilization are crucial to ensuring an aquatic plant\u2019s health to promote growth. Lilies and tropical plants will need to be fertilized on a monthly basis to give them their best chance at success for growth and creating blooming flowers. These plants can be fertilized by placing two Fertilizer tablets within the soil of the plant without touching the roots themselves.<\/span><\/p>\n

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Overgrowth<\/b>: A healthy ecosystem promotes growth in aquatic plants, which can easily overtake a pond if not properly maintained. Customers can remove excess plantlife by regularly trimming their plants and dividing the plants by their roots. These newly born plants can be placed in another section of the pond or composted.<\/span><\/p>\n

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Winter Care<\/b>: Hardy aquatic plants will lie dormant in winter conditions, but tropical plants will not survive the colder conditions of winter. Customers will need to identify whether their plants are tropical or hardy to ensure that their plants are handled correctly. Hardy plants will need to be trimmed down to a few inches above the water level, while hardy lilies will need to be trimmed as close to the tuber as possible. Tropical plants and lilies will need to be removed from the pond and either stored inside or composted. Plants stored inside during the winter months will need to be stored in adequate water and kept in a warm, sunny area.<\/span><\/p>\n

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Disease<\/b>:\u00a0<\/span><\/p>\n

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Fish Care<\/span><\/p>\n

Acclimation<\/b>: Fish must be properly acclimated when they are being added to a new pond. Sudden changes in temperature and PH levels can be harmful to the fish. Customers are given an acclimation guide when they purchase new fish to give them the best possible chance to survive after the stressful process of relocation. Customers must allow their bag of new fish to float in their pond for 30 minutes before slowly adding their pond water to the bag (1 cup every 10 minutes) over the course of 30 additional minutes to ensure that the fish are properly acclimated to their new water conditions.<\/span><\/p>\n

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Chlorine<\/b>:<\/span> Keep a bottle of Pond Detoxifier on-hand at all times. This product removes ammonia and chloramines from the water. Use it any time you add a significant amount of hose water to your pond, like if you do a water change or accidentally forget to turn off the hose when you top off the pond.<\/span><\/p>\n

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Feeding<\/b>: <\/span>Most people feed their fish about once a day during the warm months. Don\u2019t fret if you miss a feeding or two; your fish will stay happy for a few days or even longer by snacking on the bugs and plants in your pond. Only feed your fish as much food as they\u2019ll eat within about five minutes of you throwing it into the pond, and only feed them when the water temperature is above 55 degrees. Switch to a cold water food during the late fall and early spring. Switch to cold water fish food when the water temperature is between 55 and 65 degrees to help your fish transition into winter.<\/span><\/p>\n

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Fish Load<\/b>:<\/span> The rule of thumb for pond fish is to limit your finned population to one inch of fish per every 10 gallons of water in your pond. The actual number of fish your pond can house, though, ultimately depends on the quality of your filtration system. A huge, poorly filtered pond can sustain fewer fish than a tiny pond with excellent filtration. What does excellent filtration look like? At its most basic level, a well-filtered Ecosystem Pond should have a skimmer that pulls out physical debris (i.e. leaves) and a biofilter that gives beneficial bacteria a place to colonize. You\u2019ll know your filtration is good if your water is crystal-clear and your fish are happy and healthy.<\/span><\/p>\n

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Aeration<\/b>: Aeration is a vital part of keeping your fish happy and healthy. During the summer, the hot sun can steal the oxygen the fish need to survive, and a frozen pond in the winter will prevent oxygen from entering the pond as well as allowing buildup of harmful gasses. Aerators are designed to add oxygen to the pond all throughout the year and can even prevent a pond from completely freezing over in the winter, providing the fish with oxygen and creating a hole in the ice to allow those gasses to escape.<\/span><\/p>\n

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Fall and Winter<\/b>: <\/span>Switch to cold water fish food when the water temperature is between 55 and 65 degrees to help your fish transition into winter. Do not feed fish when the water temperature is below 55 degrees. Install an aerator and a deicer in the pond to create a hole in the ice to prevent the pond from completely freezing over and allowing harmful gasses that build within the pond to escape.<\/span><\/p>\n

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Disease<\/b>: Everybody gets sick sometimes \u2013 including fish. Pond fish sometimes fall ill with fungal infections, bacterial infections or parasites. The first treatment we recommend for almost any fish illness is a combination of non-iodized pond salt and probiotic fish food. Salt builds up your fish\u2019s slime coat and helps its gills work better under stress, while probiotic food boosts the fish\u2019s immune system. You can also buy ailment-specific products to treat everything from fungus to ulcers. Just make sure to follow all instructions on the label of anything you add to your pond, and keep in mind that scaleless fish \u2013 i.e. catfish \u2013 require much lower doses of medication than pondmates like koi and goldfish. No matter what treatment you use, we recommend against removing sick fish from your pond in most situations. Fish often heal better when they\u2019re around their friends and tend to decline more quickly when they\u2019re on their own. You also have the option of testing your water if something seems off with your fish.<\/span><\/p>\n

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Predators<\/b>: <\/span>Herons, hawks, minks, raccoons and other predators sometimes try to make a snack of pond fish. You can take a few simple steps to prevent that from happening:<\/span><\/p>\n

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Include fish caves in your pond design so your finned friends have a place to hide Install a ScareCrow or similar motion-activated device that spritzes approaching animals with water and deters them from approaching your pond. Add a floating alligator to your pond. The alligator moves with the flow of the water, making it more intimidating than stationary decoys.If all else fails, consult a professional for a custom solution. We can build structures that keep away some of the smarter and more determined critters while still letting you look at and enjoy your fish. You might notice our list of predator deterrents doesn\u2019t include fishing line or decoy heron. Here\u2019s the truth: They don\u2019t work. Heron have no problem stepping over fishing line, and they quickly learn that a decoy that doesn\u2019t move doesn\u2019t pose much of a threat.<\/span><\/p>\n

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https:\/\/www.store.splashsupplyco.com\/product-category\/predator-deterrents\/<\/span><\/a><\/p>\n

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\u00a0\u00a0\u00a0Frequently Asked Questions   Pump Issues \u00a0Decrease in flow speed can usually be attributed to excessive debris or a lack of water. Customers should make sure that their skimmer baskets are emptied and their filter material is cleaned regularly to ensure that the pump stays clean and free from debris. Customers should also regularly check […]<\/p>\n","protected":false},"author":1,"featured_media":150,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8],"tags":[],"class_list":["post-149","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-internal-guides"],"_links":{"self":[{"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=\/wp\/v2\/posts\/149","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=149"}],"version-history":[{"count":1,"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=\/wp\/v2\/posts\/149\/revisions"}],"predecessor-version":[{"id":151,"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=\/wp\/v2\/posts\/149\/revisions\/151"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=\/wp\/v2\/media\/150"}],"wp:attachment":[{"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=149"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=149"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/team.splashsupplyco.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=149"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}