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Hotpoint BWHM29, high water level - nearly 2/3 full - and not draining. Outlet drain pipe connected to Stand pipe, not blocked. All pointing to a failed pump. Anyone had similar? Thank you.

I have been asked to help my daughter re-pressurise her Ideal Combi cxi? 35 boiler. It's at 0.4 bar at the moment and requires anything between 0.8 and 1.2, so the user booklet says. When attempting to release the green locking collar underneath and then push the assembly upwards, nothing...