We’re recalling our O2 Original 45W and 20W plugs

Help and support

O2 Original 45W and 20W Plugs Voluntary Product Recall | O2

What's happening

We’ve received a very small number of reports on a few faulty O2-branded plugs, and although there was no report of injury or damage to property, we’ve decided to remove them from sale.

A full investigation was conducted by the third-party supplier, Exertis. While they’ve confirmed there were no significant failures in testing, and there’s a very low likelihood of public risk, they’ve recommended a voluntary product recall, which we’ve followed.

The affected plugs

This product recall affects a range of 45W and 20W O2-branded plugs, sold by us from August 2021–January 2023.

The configurations include:

O2 Original 45W Mains Charger with USB-C to USB-C Cable
O2 Original 45W Mains Charger with USB-C to Lightning Cable
O2 Original 20W Mains Charger (without Cable)
O2 Original 20W Mains Charger with USB-C to USB-C Cable
O2 Original 20W Mains Charger with USB-C to Lightning Cable

Here’s how they look:

Recalled plug

How to exchange your plug

Have one of the affected plugs? You can request a replacement by emailing O2support@exertis.co.uk and referencing the voluntary recall process. The Exertis team will arrange for one to be sent to your home address. Please keep hold of your plug until Exertis have confirmed it’s affected by the recall.

Been offered a replacement? Please recycle your affected plug at a recycling point near you – find one at recycleyourelectricals.org.uk – or bring it into any O2 store and we’ll sort it for you.

Need more support? For more info, please check the FAQs below or talk to the Exertis team at O2support@exertis.co.uk.

Disclaimer: We advise that affected customers cease using all faulty chargers immediately. We will not be liable for any issues arising from further use of the affected chargers, except for any liability which cannot be excluded by law.

FAQs on recalling our O2 Original 45W and 20W plugs

Why is O2 voluntarily recalling these products?

We’ve received a very small number of reports on a few faulty O2-branded plugs, and although there was no report of injury or damage to property, we’ve decided to remove them from sale.

What products are affected by this voluntary recall?

This product recall affects a range of 45W and 20W O2-branded plugs, sold by O2, from August 2021–January 2023. The configurations include:

What’ll happen if I keep using my affected plugs?

While Exertis, O2’s third party supplier, has confirmed there were no significant failures in their testing, the plug could still stop working altogether. So, we recommend you to stop using the plug and request a replacement.

How do I get a replacement for my affected plug?

You can request a replacement for your affected plug – free of charge – by emailing the Exertis team at O2support@exertis.co.uk and referencing the voluntary recall process. They’ll help you sort it.

Although a replacement plug is free of charge, you’re not eligible for a refund.

Will I get new cable too?

As no issue’s been found with the cables, they’re not part of the voluntary product recall. This means you’ll only receive a replacement plug, even if you’d originally bought one with a cable.

How do I know if I have one of the plugs being recalled?

If you bought a plug directly from O2 between August 2021 and January 2023 that’s branded ‘O2 Original’, please compare it to the ones in these images:

Recalled plug

If your plug matches one of the plugs shown here, please get in touch for a replacement.

How do I recycle my existing plug?

Please don’t throw your plug or any electricals in the bin. Instead, you can recycle it at a recycling point near you – find one at recycleyourelectricals.org.uk – or bring it into any O2 store and we’ll sort it for you.

How long do I have to request a replacement plug?

You have until 9 February 2024 to request a replacement plug. If the date changes, we’ll update this FAQ.

When can I expect to hear back from Exertis once I’ve emailed them?

Exertis will try to respond to any claims within 3 business days.

Why did I receive a text message about the voluntary recall?

We sent a text message to all phone numbers associated to accounts that purchased an affected plug, where it was possible to identify them. If you're not directly impacted by the recall, it's possible that someone associated with the account you're linked to might be.