Support

LEDs are visual indicators only. If power is still flowing and there’s no continuous alarm, the protection circuit is intact. A failed LED does not mean the unit is faulty and does not affect your warranty.

The LED is just a visual indicator. If power is still flowing, the LED may have simply failed. If the protection circuit is damaged, it will trip your RCD and cut power entirely. A failed LED does not mean the unit is faulty and does not affect your warranty

It likely means there’s no or poor Earth connection at the outlet. Our protectors discharge surges to Earth first, so a good Earth is important. However, the Earth LED is just an indicator — protection still works even if the light is off.

Since you mentioned the LEDs were working initially and have since turned off, it’s more likely the LEDs themselves have failed rather than there being an Earth issue.
If the Earth LED was never on from the start, that could suggest a possible Earth connection issue — but in this case, it seems unlikely. A failed LED does not mean the unit is faulty and does not affect your warranty.

Some models include a smart buzzer (alarm) that may intermittently emit short “beeps”. All is Ok. Don’t be alarmed as it is just letting you know it has detected some minor spikes or surges and is doing its job. If the “beeping” alarm becomes constant, then the protection has been compromised. Should this occur, you should immediately purchase a new THOR product to ensure your connected devices continue to be protected against further surges.

Some models include a smart buzzer (alarm). Continuous beeping means the protection circuit has been damaged and is no longer active. The unit has done its job and should be replaced immediately to keep your devices protected.

Our products contain no components that can generate noise. Any low-level hum you hear is likely from general mains power (50Hz), which is common to all plugged-in devices. These sounds are typically very faint and only noticeable in very quiet environments or close proximity.

That’s possible, but first check for overload. Most boards are rated to 10A — if your devices exceed this, power may be cut as a safety measure. If your board has a red or black reset button, press it several times to restore power. If that doesn’t help, contact our support team for further assistance.

Low voltage or blackout events can cause devices to draw excess current, overheating and damaging power supplies or internal components. Surge protectors do not prevent damage from low voltage itself, such as burnt-out power supplies. There are other devices that protect from BOTH low voltage and high voltage incidents.

If a major surge travels through our products, there will be evidence of stress or damage to our protection circuits. If there is no evidence of stress or damage, then it is unlikely to have been a surge channelling through our product. Some surges also travel via pathways the protector isn’t guarding (like phone lines, data, HDMI or antenna cables

If only one device isn’t working while others are fine, it’s unlikely to be surge related. Signs of a surge include no power from the board, continuous tripping a safety switch, a burnt smell, and all connected devices failing.

When lighting strikes damage could occur due to Earth Potential Rise (EPR).
EPR happens when a large electrical current—such as from lightning—enters the ground, raising the voltage of the surrounding earth relative to other areas. This voltage difference can allow surge energy to travel into buildings through foundations, cavities, and cabling, injecting damaging surges into connected equipment.

The closer your home or office is to a direct lightning strike the greater the risk of equipment damage.  As lightning travels at around 300,000 kms per second nothing designed by man will stop a direct hit, however the odds of direct hit are quite rare and Thor products can certainly minimise the risk of damage.  The degree of risk reduction is usually measured by the specifications.eg. the faster the unit reacts combined with the amount of energy it can absorb.  Units of measurement is usually in Joules. Thor will honour its warranty conditions even if there is direct hit of lightning.

Joule Bank Saving Technology helps preserve a surge protector’s energy reserve (joules) by only activating when a serious surge occurs. Think of it like car brakes that engage only when needed — not every time you tap the pedal — so they last longer. This means your device stays protected longer and handles major surges more effectively.

Yes, Joule Bank Saving Technology uses smart detection to first divert daily spikes and surges to Earth. In 99% of cases, this safely discharges the surge without using up the joules. Only large surges trigger the internal joule bank, preserving protection for serious events.

Prodigy Technology offers unmatched surge protection and power filtration using a patented, non-degrading circuit. Unlike traditional protectors that wear out, Prodigy withstands over 130 lightning strikes without failure. It delivers cleaner power, over 70% more filtration compared to Australian Industry Standards, for better picture, sound, gaming, and internet performance—while protecting connected devices for life under an unlimited equipment warranty.

A surprising number of the damaging and degrading spikes and surges occur without our knowledge, many of them are even caused by other appliances and events in our home or office (switches turning off and on, motors starting and stopping, etc).  These events are taken care of 24/7 by your THOR product, the only possible loss being some of the joules of energy absorption available. When the available number of joules have been used up, it will simply stop letting power through to your equipment.  Should this happen simply contact us and we will advise from there.

All of today’s high-tech equipment will perform better if it is only receiving clean sine wave power, this is even more critical when protecting equipment with IC chips or motherboards. 98% of electronic equipment contain IC chips or motherboards today.

There is no question that good quality power filtration will allow your equipment to perform closer to its maximum potential by only allowing clean power to its operating circuits.  There have also been many reports that quality power filtration improves sound quality and screen technology images are crisper and colour definition is articulated. Our Dynamic Active Tracking filters have had improvements as high as 70% more when compared to Australian Industry Standards to other like Brands. Have a look at our Prodigy Power Station combination if you are after the ‘Rolls Royce” power conditioning solution.

There is no question that good quality power filtration will allow your equipment to perform closer to its maximum potential by only allowing clean power to its operating circuits.  There have also been many reports that quality power filtration improves sound quality.  Prodigy with Dynamic Active Tracking filters have had improvements recorded (check out our testimonials) but as this is a subjective observation by individuals on their particular equipment (brand and selection of equipment), it is something that you the owner will have to decide.  We believe there are definite improvements in performance and reliability with the use of our Power filters.  Have a look at our Prodigy Power Station combination if you are after the ‘Rolls Royce” power supply option.

This allows the user to isolate different types of appliances from each other. It is a way to reduce or prevent device “cross talk” where two devices on the same circuit might cause unwanted performance issues. Audiophile and Hi Fi enthusiasts asked us for this and we delivered!

Yes. Think of a power filter like a battery. A battery will not maintain charge of its original capacity over time. This is normal. So too with a power filter circuit, it may not “clean” all the unwanted frequencies over time. If the filter originally prevented issues like “hissing” noise from speakers, thumping from sub woofers or pixilation, streaming or internet dropouts then it may be time to upgrade. This is generally only noticeable if you are trying to “fix” a specific issue. It may take 3 or 4 years before getting to this point.

Technology has taken us to a new era in equipment.  Everything is faster, smaller, hotter (today’s equipment runs at much higher temperatures and the new digital age is much less tolerant to power pollution and voltage fluctuations).  Even the power utility companies that supply the power to your premises will recommend that all their customers use quality filtered power protection.  On top of this you may be surprised to learn that if you do not take ‘reasonable care’ to protect your electrical equipment and it does get damaged your insurance company may not cover your claim.  Ouch!!

Earth leakage devices, or safety switches as they are more commonly known, are compulsory in new building in all states of Australia and we all applaud that, however you must understand they are designed to protect people against electrocution.  These devices do not protect equipment, in fact they will trip when a short circuit occurs in an appliance; this is after the appliance has already been damaged. Our THOR products are constantly monitoring and correcting the incoming voltage/ current preventing damaging and disruptive polluted power from ever reaching valuable equipment.

A surge diverter does exactly that, it diverts surges and transients direct to earth as they enter the building.  It will not prevent noise pollution and it will not stop surges and transients which occur after it. There are two areas that most transients originate from:  1.  The power grid network of supply, prior to reaching your building and your earth diverter is good for these and 2.  Electrical shorts, faults, and noise pollution from within your building.  This is very common and is the major source of dirty or polluted power, something today’s IC chip and motherboard incorporated equipment hates.

It means the product has been manufactured to Australian Standards for electrical safety.  It is not an approval for actual function which is why what is inside your protection device is so important.  Always compare circuit design if you are serious about protecting your expensive equipment.  Beware of gimmick selling and silly promises.

Thor protection products have a full 6 years no fuss product replacement warranty.  The reason this definitive period was selected rather than say offer a lifetime warranty is because most people surveyed felt lifetime was a little grey.  For instance, is it the products lifetime and if so then if it ‘blows’ after a week does that determine the expected life of the product?  We chose to use the internationally recognized formula that dictates all components have an expected life of 50,000 hours which equates to 6 years.

Yes, we do on all our plug-in range of products.  We decided to stand by our products and have various levels of connected equipment cover from up to $75,000 to unlimited cover depending on the product.  Full conditions can be found through our QR code on the product giftboxes or our Document section of our website.

It can’t hurt but transformers convert AC incoming power to DC outgoing power and are considered low risk from most forms of power disturbances, so if you have room by all means use your filter protection but it is certainly not a priority.