Recall: E.on – Power Adaptors

The following notice has been issued by the manufacturer:

E.on is recalling two types of power adapters with immediate effect. These were included with some of the in-home energy displays (also called smart energy displays) that were mainly supplied to customers between 2012 and 2015 along with their smart meter.

After testing, we’ve found that in rare cases, the outer casing can come loose, showing the internal wires causing an electrical safety risk. As a precaution we’ll be replacing the adapters affected.

Which two types of power adapters are affected?
These were mainly given to customers who had smart meters installed between September 2012 and October 2015.

Model TEKA006-0500500BS and Model SPS-02C5-0.5CU – as shown below:

Why are the power adapters being recalled?
Our main concern is the safety of our customers. This recall is a precaution after independent tests have shown that there is a small failure rate with two models of our power adapters. In extremely rare instances, the casing around affected power adapters can come loose and could create an electrical safety risk if they’re not switched off first.

How will I be told about the recall?
As well as putting information on our website, we’re also using our social media channels and letting the press know. We’re writing to affected customers via letter, email and text to tell them to stop using the power adapters straight away. We’re also letting a number of key consumer advocacy groups know about the recall.

What should I do if I’ve got one of these adapters?
As a precaution, switch off your power supply at the wall, unplug your in-home display, and stop using the power adapter straightaway.

What should I do once I’ve removed my power adapter?
You can take your power adapters to your local recycling centre if convenient. Keep hold of your in-home display as a replacement power adapter will be sent out to you.

When will I receive my replacement power adapter?
Free replacement power adapters will be sent out from September 2016, along with a pre-paid envelope so if you haven’t recycled your power adapters you can send them back to us.

Will my smart meter be affected by this recall?
No, your smart meter won’t be – they’ll work as normal and you’ll continue to get accurate bills. Your in-home displays won’t work until you have your replacement power adapter and we’re sorry about this.

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What’s wrong with the power adapters?
In a very small number of cases there’s a problem meaning the casing can come loose, potentially creating an electrical safety risk. It’s important to stress that this is a precautionary safety measure we’re taking.

What prompted the recall?
The recall has come about following an investigation and independent testing after a small number of customers told us they’d had issues with their power adapters. This is a precautionary measure.

How will I be contacted?
We’re writing to affected customers via letter and where possible by email and text as well. For more information and guidance, customers can call us on 0345 366 5973 between 8am-8pm Monday to Friday, or 8am-6pm on Saturdays – and select option 1.

What if I’ve switched supplier but still have a smart energy display?
If you believe you have one of the affected power adapters call us on 0345 366 5973 between 8am-8pm Monday to Friday, or 8am-6pm on Saturdays – and select option 1.

How will the removal of the power adapters affect my smart meter?
It won’t – smart meters will carry on working as normal, helping to make sure our customers get accurate bills. We’ll be sending out replacement power adapters from September.

Are you confident that the replacement power adapters are safe?
We’re now installing a different version of the power adapters and these aren’t affected by this recall. We’ll continue to test our products as the safety of our customers is important to us.

About suffolktradingstandards
Suffolk Trading Standards is working towards creating and fair and safe trading environment. By creating empowered consumers, that are armed with the knowledge to stop 'rogue traders'.

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