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  1. ERA
  2. HomeGuard Recall

Product Recall: HomeGuard Pro

Important update - We recently alerted all HomeGuard users to check for a serial number as part of a safety recall. This recall program now includes an additional serial number: 3017. Please read the below information. 

Why has this new serial number been identified as a risk now?

Using the issues reported on a small number of units and the visual inspections carried out internally, we believed the risk was isolated to serial number 2118.  However, we have since discovered that the incorrect plugs were also issued with a small number of products within an additional serial number 3017 and therefore as a precaution, we are recalling all of the HomeGuard Pro plugs belonging to serial number 3017 and 2118.


What is the safety risk?
A small number of HomeGuard Pro AC Adaptors, that power the HomeGuard Pro are overheating. In most circumstances, the power supply will overheat to the point that it trips the RCD (fuse box) within your home. However, there remains a small risk that the fuse box within your property either doesn’t trip, or the electrical socket is not protected by a circuit breaker, in which case the supply could continue to overheat and catch fire if left undetected

How many units may be at risk?
This recall affects two batches of product.  We have already accounted for most of the units at risk within batch 2118 and the power supplies have been replaced.  We are therefore hopeful we can identify the last few units from this batch as well as further units from the 3017 batch and replace them quickly as possible.

Communicating the problem
You may hear about this recall via this email and you will also receive a recall notice on your HomeGuard Pro App.  You will need to acknowledge that you have received the recall notice and have checked your hub for either of the batch numbers, confirming whether it is one that is being recalled or you believe it to be risk-free and none of the identified serial numbers.

What do you need to do?
Please follow the instructions below to identify if your HomeGuard Pro is one of the products at risk - it will only take a few minutes of your time and is easy to check.

PLEASE READ AND FOLLOW THE STEPS BELOW:

STEP 1

In order to remove your HUB from the wall without the alarm triggering, please follow the steps below:

  1. Log on to your HomeGuard Pro APP.
  2. Go to settings by pressing the 3 dots at the top right-hand corner of the app. Select 'My Hub' and then Tampering Alarm. 
  3. Turn Tampering Alarm ‘OFF’ by sliding the button to the left until it is no longer blue (you can now remove your HUB without the alarm alerting).

STEP 2

Your HomeGuard Pro HUB looks like the picture to the right. To remove from the wall, place your hands to the left and right of the unit, push upwards and then lift off the base plate.

Take care not to press the SOS button on the top of the HUB, or the alarm will sound. In the event this happens you can stop the alarm by pressing the SOS button a second time.

HomeGuard System.png

STEP 3

Please look at the black label on the back of the HUB as per the picture above and look for the serial number which is outlined in red at the bottom of the label.     

If you see the serial number 2118 or 3017 on the hub label, please then check the label on the power adaptor for a BLUE or GREEN STICKER.

If your serial number is 2118 or 3017 and there is NO blue/ green sticker on the power adaptor - THIS PRODUCT IS ONE OF THE UNITS IN THE RECALL THAT IS AT RISK AND YOU MUST FOLLOW THE INSTRUCTIONS BELOW.

If the label on the hub has one of the above serial numbers, but also has a blue or green sticker on the power adaptor, this is a newly sold unit which has already had the plug switched over.  You're HomeGuard Pro is safe to use. 

Pic One.jpg
New-HG-Label.jpg

Please note if the serial number on the back of your HomeGuard Pro Hub does not contain 2118 or 3017, or it also has a green or blue dot sticker on the back, this alarm system is not affected and is fine to continue to use. To tell us you have checked your hub and it's fine, please click here to email us (SmartwareHelplineTeam@erahomesecurity.com) or fill out the form at the bottom of the page. 

 

You do not need to let us know if you have already contacted us and we sent you a replacement in the post already.

If you do have any questions, please don't hesitate to contact us.  

FOUND YOUR UNIT HAS BATCH NUMBER 2118 or 3017?

PLEASE FOLLOW THE INSTRUCTIONS  BELOW:

 

What do you need to do?

  1. Remove the backplate and locate the power button.
  2. Switch the power button off.
  3. Turn off the power to your HomeGuard Pro HUB by the socket.
  4. Unplug your HomeGuard Pro from the socket and the HUB.
  5. Email support@erahomesecurity.com or complete the contact form at the bottom of the page. 

    Alternatively you can telephone 0345 257 2500 to arrange for your power supply to be collected. If the main 0345 number happens to be busy, please call 01922 490055. 


What will we do?

  1. On receiving contact from you, we will send you a replacement AC Power Adaptor, which has been checked and verified as safe. 
  2. We will also send you a Freepost envelope - sent separately to the AC adaptor.


Last few steps . . .

  1. Please send the faulty AC Adaptor to us in the Freepost envelope provided. You do not need to send us the full alarm, or HUB. 
  2. When you receive the new adaptor, please connect to your HUB.
  3. Turn the power button back on, place the bracket onto the HUB.
  4. Place your HUB back onto the wall or table.
  5. Allow 3-5 minutes for HomeGuard Pro to reconnect to your Wi-Fi.
  6. Log in to the HomeGuard Pro APP.
  7. Go to settings menu by clicking the 3 dots in top right-hand corner of the app.
  8. Switch tampering alarm back on and exit the APP.

Your HomeGuard Pro is now safe to use as normal.

CONFIRM WHETHER YOUR HUB HAS A ‘RISK’ SERIAL NUMBER OR NOT

We apologise for any inconvenience this may cause you.  This will only impact a small number of HomeGuard Pro users, but we believe it is important for all units to be checked to ensure we capture all of the units which may pose a risk.

Thank you for your support and cooperation in checking your HomeGuard Pro alarm.

Need any help or have a question?

Please call our Customer Support Team on 0345 257 2500 (Monday - Friday, 9am - 5pm). If the main 0345 number happens to be busy, please call 01922 490055. 

Or send us an email to support@erahomesecurity.com