Sorry to hear you are having issues with your EV charger installation! Most of the time there is a simple fix with the EV charger or installation, which hopefully we can help you with today. If there is a major fault with the EV charger we can only assist you with contacting the manufacturer and opening a support ticket with them to diagnose the issue and find a fix or replacement for you if your charger is still within warranty (normally 3 years).
1 If you have no visible power or lights to your charger or the app says the charger is offline, please try the following:
> Visit the support page online at the manufacturer website for guidance, they will cover most basic faults and offer a fix
> Find the circuit breaker labelling EV, EV charger or EVCP etc in your existing home consumer unit or a new mini consumer we installed for you, and turn this off for 10 seconds before turning it back on. If this circuit breaker was already down/ off when you found it then the circuit has tripped due to overheating, overload or an other type of fault like water ingress.
> Some chargers have no visible lights or you may have lighting turned off through the app, so you will not know if the charger is powered on. In this case make sure your WiFI connection is strong to the charger location and none of your WiFi credentials have recently changed, same with the internet connection to your phone through WiFi or 3/4G. A lost internet signal can make it seem like the EV charger is powerless and some chargers will function differently without it.
2 If the charger is powered on but charging will not start when you plug into the car this can be a huge number of things including the charger, cable or most frequently the car itself. An issue like this is very rarely a charger fault and is more likely a clash in settings in one of the apps. Please check the below points:
> Visit the support page online at the manufacturer website for guidance, they will cover most basic faults and offer a fix
> Reboot the charger as above
> The charging cable is visibly undamaged and the metal pins in the handles are in good condition
> You only have a charging schedule set on one device, the car or the charger, not both. If you are with Octopus you may schedule the charging through the Octopus app so you may not need schedules on the car or charger.
>Check the car charges successfully at a friends charger or public charger
>Check all settings on the car and charger apps to make sure there are no limitations or hidden settings that might be causing the problem
3 If the circuit breaker supplying the EV charger frequently trips either straight away or after a period of time charging then this probably needs replacing. If your installation is less than a year old we will replace this for free if the circuit breaker is faulty. Please check the below points first:
> Visit the support page online at the manufacturer website for guidance, they will cover most basic faults and offer a fix
>Check there is no water in the charger port of the car or charger, and the same for the charging cable.
> Visually inspect the consumer unit (if installed outdoors) for water behind the lid or on the surface of the circuit breaker.
4 If the charger app says there is a supply issue or a supply voltage issue, or the LEDs on the charger are indicating a supply issue then this is most likely under or over voltage from the electricity supply to your property. Unfortunately, this is very common and is a constant problem for EV charger installations as regulations for TNCS supplies require either an earth rod or PEN fault protection in the charger, all smart chargers we install have this safety feature built in. Please see below guidance:
> When the voltage from the local transformer/ substation and into your property exceeds 253V or 216V nearly all EV chargers are designed to switch off for your safety as this exceeds UK regulations for voltage limits.
> Only your local DNO can change the voltage and in most cases they will do nothing unless the voltage is hugely above or below the limits
> Voltage will change over time, during your installation it was probably within limits but now the voltage as changed slightly and is now outside of the limits, This means there is a good chance it will work again soon.
> Voltage will change throughout the day and night as the electricity usage in your area changes, so you may find there are times in the day when the charger is able to function.
> We can help you locate your local DNO but then you need to contact them and explain the issue
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In summary we only complete site visits if we can prove the installation is the issue, such as a faulty circuit breaker. Any firmware or hardware fault with the charger itself has to be diagnosed by the manufacturer as we have no server access and no tools to diagnose issues with any charger, we are car charger installers only. If your home EV charger is within warranty they will offer to repair or replace the charger if they cannot fix it remotely, and depending on the manufacturer they will pay us to do this and it should be at no cost to you.
If you would still like to discuss your issue after trying the above guidance or you have a issue that is not mentioned please let us know!
Our most installed chargers and a contact method:
Open a support ticket with Easee EV Charger - https://support.easee.com/hc/en-gb/requests/new
Contact Hypervolt EV Charger- https://hypervolt.co.uk/contact
Open a ticket with Myenergi for the Zappi EV Charger-https://support.myenergi.com/hc/en-gb/requests/new
Contact Ohme for the Ohme Home Pro or E-Pod EV charger - https://buy.ohme-ev.com/ohme-contact-us
Contact Simpson & Partners EV charger- https://simpson-partners.com/support/