Product recall

We’re recalling two types of our 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:
economy 7 meter - E.ON economy 7 meter - E.ON

 

 

FAQ's

Are you confident 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.

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’s wrong with the power adapters and why are they being recalled?

In a very small number of cases there’s a problem meaning the casing can come loose, potentially creating an electrical safety risk. This follows an investigation and independent testing after a small number of customers told us they’d had issues with their power adapters. It’s important to stress that this is a precautionary safety measure.

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.

Will my smart meter be affected?

No, your smart meter/s won’t be affected – they’ll work as normal. Your in home display won’t work until you have your replacement power adapter.

When will I receive my replacement power adapter?

Free replacement power adapters will be sent out by the 7th of October, along with a pre-paid envelope so if you haven’t recycled your power adapters you can send them back to us. We’re sending the replacement Power Supply Units with Royal Mail and so they will leave a card if you’re out when they try to deliver. Unfortunately we can’t provide dates and times for delivery. If you don’t receive a new power adapter please contact us.

Will I be contacted?

As well as putting information on our website, we’re also using our social media channels and letting the press know. We’re writing, emailing and texting all affected customers 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.

 

Once you’ve received your new power adapter

I have a complaint about the recall process, what should I do?

Please contact us straight away so we can deal with you complaint as soon as possible. Please contact us on the telephone number or email address at the top of this page.

If one of our engineers was late or didn’t turn up to help you install the in home display then as part of our Guaranteed Standards of Service, we’ll make a payment to you if we don’t arrive at your property for an appointment when we say we will.

I’ve missed the delivery for the new Smart Power Adapter and I can’t make arrangements to collect this, what should I do?

If you’ve missed delivery of your Smart Power Adapter but can’t collect it, can a friend or family member collect it for you? If not, please contact us.

I haven’t received my new Smart Power Adapter and/or envelope?

We are sending Smart Power Adapters and self-addressed envelopes in batches which will mean that you will receive your replacement by the 7th October. If you haven’t received it by then please let us know.