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sounds like they gave you a heat pump (instead of an ac) with a warranty issue. Warranty issue. Sounds like you are low on refrigerant.

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18y ago
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Q: What should you do if the 2-ton split ductless AC you just installed is not reaching its set temperature and ice is forming on the outside condenser and copper tubing?
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Is your ac unit broken its not reaching the set temperature?

I wouldn't say broken,but needs attention.Probley low on freon,mabey worse.