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Whole Home Premium faulty power adapter

Ros5 — Mon, 03 May 2021 10:04:43 GMT

Morning,

I was hoping for some direction to solve an issue I am having with the power supply for my recently purchased Whole Home Premium.

The power supply for for one of the discs is not working. When plugged in there is no power being sent to the disc. I have tried the other power supply on both discs and they work perfectly fine with the other power supply.

I have also had a friend test the plug/power supply with a volt meter and there is no current being passed through the cable to the end that plugs into disc, so it is definitely just a faulty plug/power supply.

How would I go about obtaining a replacement power adapter?

Thanks in advance.

Re: Whole Home Premium faulty power adapter

Keith_Beddoe — Mon, 03 May 2021 10:09:30 GMT

@Ros5

Product helpdesk information

If your product is within warranty:

By phone: 0808 100 6116

Monday to Friday 9.00am to 5.30pm

Saturday 9.00am to 2.00pm

By email: btconnectedhome@bt.com

If your product is out of warranty, please call the Technical Help and Support Desk on 0808 100 6116

Re: Whole Home Premium faulty power adapter

Ros5 — Mon, 03 May 2021 10:15:14 GMT

@Keith_Beddoe - thanks for the swift response.

They're only a few days into the warranty as they were bought new early last week.

I've dropped them an email as I assume the phone lines won't be open as it's a bank holiday.

Re: Whole Home Premium faulty power adapter

Keith_Beddoe — Mon, 03 May 2021 10:28:46 GMT

@Ros5 wrote:

@Keith_Beddoe - thanks for the swift response.

They're only a few days into the warranty as they were bought new early last week.

I've dropped them an email as I assume the phone lines won't be open as it's a bank holiday.

Where did you purchase them from, as I would be more inclined to return them to the retailer for a replacement.

Re: Whole Home Premium faulty power adapter

Ros5 — Mon, 03 May 2021 10:32:40 GMT

Amazon, but foolishly ripped the packaging, so I am hoping BT can just supply a replacement power supply, rather than having to go through the faff of trying to get appropriate packaging to try and return the lot to Amazon. Plus where I live, the nearest place to return an Amazon parcel is 16 miles away, so not really convenient.

Re: Whole Home Premium faulty power adapter

Keith_Beddoe — Mon, 03 May 2021 10:43:19 GMT

@Ros5 wrote:

Amazon, but foolishly ripped the packaging, so I am hoping BT can just supply a replacement power supply, rather than having to go through the faff of trying to get appropriate packaging to try and return the lot to Amazon. Plus where I live, the nearest place to return an Amazon parcel is 16 miles away, so not really convenient.

I doubt they would be able to do that, as I think the helpdesk would just issue a RMA (Returns Authorisation)

You can buy a replacement power unit, but they cost £20.99, but I suspect the only option is going to be to return the whole product to Amazon in a suitable box.

Re: Whole Home Premium faulty power adapter

Ros5 — Mon, 03 May 2021 14:14:53 GMT

Ah that won't be too much of an issue. We have a small postbox in the village. Will see what they come back with. Thanks for your help.