Product Recall: AltHAN Devices

Without commenting on the above, but to add to it:

What is an Alt HAN device?

Its a small device that plugs into a socket in your home to ‘boost’ the Home Area Network that your In Home Displays connects to.
(Think of it as being a bit like a wifi extender that plugs into a socket to ‘boost’ your wifi signal so it can reach further - the Alt Han device does the same kind of thing for the HAN signal).

They are generally only needed in large homes, or blocks of flats, etc. where for example you may be on an upper floor, and your IHD may be a long way from your smart meter.

For more information on how they are used click this link: :Using an Alt Han device with your Smart Meter

When Ovo sent an engineer to replace my gas meter and set up Alt HAN he insisted on fitting two of the devices to ensure the HAN worked. I have received the recall letter from ovo but with only one warning sticker, I have taken this up with them and they refuse to send another warning sticker and asked me to go and buy one myself, of which I shouldn’t have to. I have questioned whether I will receive two new devices when the time comes, of which they cannot answer.

I have tried on various occasions to discuss my situation with them and it would seem they have no idea of the importance of this recall, I have now decided to leave ovo as the customer service isn’t what is used to be, let’s hope with me no longer being their customer they still accept responsibility for the faulty units.

Simon

If you leave OVO, then OVO is no longer responsible for any of that equipment - that falls to whichever supplier you go to next. It’s worth noting that most AltHAN Installs only have one device however, I’ve yet to hear of any other cases where two were deployed.

If you want OVO to deal with this, you need to stick around until it’s fixed.

Try https://ovoenergy.com/feedback 

I find that most unusual being a safety related item to just pass the buck, how will the new supplier know if you have ALT HAN,  its the responsibility of the manufacturer through the Original Energy supplier who fitted the units to rectify, if this is not adhered to then units would not get replaced! 
 

Simon 

This doesn’t mention the problem being passed on to a new supplier.

It sounds odd to have two Alt HAN devices.
I do wonder if both are actually needed? Maybe (most probably) only one is actually in use?
Perhaps the engineer was trying/testing with 2 to find the best location, and then forgot to take one of them away?

it also sounds odd that they won’t just send you a second sticker - but I’m guessing that their records show that you have only one device as is the usual practice so they only sent one.

The support agents will have no real way of gettting another sent to you, they probably don’t even know who to ask about it..
It you/they could get hold of someone where the stickers are actually stored then I’ve no doubt they would just bung one or two in an enevelope to you.

Being practical here -
Just tape over the pass through socket on the second device so that you can’t easily plug anything into it withut removing the tape.
Electrical tape, duct tape, sticky back plastic, paper sticky label, whatever.
OK it won’t have a warning on it, unless you write one on, but you will know why the tape is there and anyone else will take it as a sign that socket shouldn’t be used. (You don’t tape over a socket for no good reason).

That is exactly what I have done with tape, the problem there is it’s not the same warning as sent out by letter, so could be difficult to enforce liability in the event of an accident,my other concern is will they recall all the faulty units as it is looking likely I will be left with a faulty one, even if they insist on returning old units as they should do.

I did question the second unit on installation but the engineer was insistent that it stayed.

Difficult to comment without knowing just why the engineer was so insistent, but as said that isn't usual at all.
Do you live in a large property?

Maybe if you posted photos of your meter and equipment on the backboard Blastoise186 may be able to see if there is something odd about your setup that might warrant 2 AltHan devices?

Other than that I'd wait until you get the replacement, and see if in fact you do only need one.

Hey @Simon.p 

Following on from our volunteers this doesn’t sound very typical to have 2. It would be really helpful if we could see photos of the set up and I can even check this over with one of our teams when we can see more as to why.

If you could post some photos of the meter and it’s surroundings that’d be really helpful. 

Thanks for the letter by the way, if you can also show me the other side, that’d be ideal.

Either way, please bear with me for about 10 minutes or so, I’ll update my opening post immediately.

^^ Done ^^

Let me know if you think further changes would help.