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Can't use EV charger after smart meter install

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New Member**
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I had my smart meter installed last week and charge anytime worked fine on the first try. Last 2 nights there has been no charging so I had to do an urgent instant charge via the charger app this morning. The Renault app appears to be connected as it tells me how much charge I have, but Charge anytime is not initiating the charge. I have no idea how to resolve this.

I feel as though I have 3 mechanisms of starting charge- by the Apex EV app, the Renault app or the charge anytime app and I don’t know whether this causes a problem.

Best answer by Emmanuelle_OVO

Hey @HeatherCC,

 

I’ve had a response from the team:

 

You should just be able to schedule a charge using the Charge Anytime App. It will say in the Dashboard when it last had an update from Renault.  If it's been a long time since it "last updated" you may need to delete and readd the car in the Account tab of the App. Then set a Ready By time and plug the car in again.

 

The charger App itself shouldn't have an impact provided the charger is on, ready to charge and there aren't any schedules set to charge at different times. It might also be worth deleting your car from the Charge Anytime app and just trying to use the charger without it just to check that it's working okay normally.

 

Did Urgent Charge work okay? If it's still failing to charge it could be that the charger wasn't reconnected properly following the smart meter install, in which case contact the installer or the charger manufacturer to double check that the charger is working okay.  If the issue persists reach out to the Charge Anytime team at chargeanytime@ovo.com

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10 replies

H
Carbon Cutter*
  • Helenward11
  • Carbon Cutter*
  • 2 replies
  • April 19, 2023

Got a new smart meter fitted for gas and electric yesterday. I’m trying to add Charge Anytime to my account. It won’t let me, as the app says I don’t have a smart meter. 
Help!

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • April 19, 2023

It’s a little too soon to set that up! Commissioning takes up to six weeks, so try again after that and it should work. :)

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
H
Carbon Cutter*
  • Helenward11
  • Carbon Cutter*
  • 2 replies
  • April 19, 2023

Six WEEKS?! 😢😢

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • April 19, 2023

Could be faster, sometimes two weeks. Keep trying once a day and once the meters are connected, you can continue setup. This isn’t something OVO can speed up though I’m afraid.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
M
Carbon Cutter*
  • MagicGYR
  • Carbon Cutter*
  • 2 replies
  • February 8, 2024

@Helenward11 

Same issue for me. How long did it take in the end? I am hoping it’ll be a few days rather than 6 weeks!!

 

 

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • February 8, 2024

Hi @MagicGYR ,

It can be anywhere from a few days to six weeks. We can’t say more than that I’m afraid.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Abby_OVO
1 person likes this
  • Abby_OVO
    Abby_OVO
Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • 7867 replies
  • August 1, 2024

Howdy @HeatherCC ,

I think the Charge Anytime team will need to dig into this. 0330 175 9678 should open for the day in the next hour or so. Could you have a chat with them please?

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
BPLightlog
Plan Zero Hero
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  • BPLightlogPlan Zero Hero
  • Plan Zero Hero
  • 2731 replies
  • August 1, 2024
HeatherCC wrote:

I had my smart meter installed last week and charge anytime worked fine on the first try. Last 2 nights there has been no charging so I had to do an urgent instant charge via the charger app this morning. The Renault app appears to be connected as it tells me how much charge I have, but Charge anytime is not initiating the charge. I have no idea how to resolve this.

I feel as though I have 3 mechanisms of starting charge- by the Apex EV app, the Renault app or the charge anytime app and I don’t know whether this causes a problem.

There are a couple of things to note. Firstly, with a newly installed smart meter, it can take a while for this to become fully functional on any account. 
 

Secondly, depending on your set up (EV type, Charger type), there are recommended routines for which app to use for your settings. Multiple app usage will lead to problems. 
 

 

Every 24 hours, enough sunlight touches the Earth to provide the energy for the entire planet for 24 years
Emmanuelle_OVO
1 person likes this
  • Emmanuelle_OVO
    Emmanuelle_OVO
Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • 2566 replies
  • August 1, 2024

Hey @HeatherCC,

 

Sorry for the issues you’re having,

 

I’ll ask the team about this & report back. 

Renewable Energy? Big Fan.
Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • 2566 replies
  • Answer
  • August 2, 2024

Hey @HeatherCC,

 

I’ve had a response from the team:

 

You should just be able to schedule a charge using the Charge Anytime App. It will say in the Dashboard when it last had an update from Renault.  If it's been a long time since it "last updated" you may need to delete and readd the car in the Account tab of the App. Then set a Ready By time and plug the car in again.

 

The charger App itself shouldn't have an impact provided the charger is on, ready to charge and there aren't any schedules set to charge at different times. It might also be worth deleting your car from the Charge Anytime app and just trying to use the charger without it just to check that it's working okay normally.

 

Did Urgent Charge work okay? If it's still failing to charge it could be that the charger wasn't reconnected properly following the smart meter install, in which case contact the installer or the charger manufacturer to double check that the charger is working okay.  If the issue persists reach out to the Charge Anytime team at chargeanytime@ovo.com

Renewable Energy? Big Fan.

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