Hi ​@Gingernut49,

Thanks for your post, and sorry to see what’s happening here. A few other members have been reporting similar issues and some workarounds in this topic:

If you can’t get this sorted I’d recommend contacting both Indra (https://www.indra.co.uk/contact/) and our Charge Anytime team (email: chargeanytime@ovo.com). 

From the sounds of things there’s some issues on Indra’s side that are being ironed out - hopefully it’s all fixed soon!

The Indra app worked fine - it was the Ovo app that said I wasn’t plugged in - though it showed as plugged in when I woke up this morning.
Having a car not charge is far too risky when I have passengers all day. I cannot let them down!

I emailed Indra on Monday and they said it was Ovo’s problem - which it does seem to be. I’ve emailed the Charge Anytime team twice now and not had any reply. :(

I’ve been using the Indra Web application for the last 2 years with no problem however, since migrating to the Indra App and Chargeanytime App, my car is not charging. On the first occasion it did two ‘bursts’ of a 20 mile charge then stopped. Woke up in the morning to find out the car hadn’t charged. I phoned Indra (after being on hold for an hour) and whilst always helpful, it was suggested that it is charge problem therefore an OVO problem. I can’t charge the car and don’t have an alternative to use. If there are bugs or an issue in the migration, I’d like to think an email would have gone out informing so allowing us to make alternative arrangements. ​@Ben_OVO can you confim what the issue is please and how long it will take to resolve? Thanks

Thanks for your reply ​@Gingernut49.

​@AmitJ thanks for your comment, and welcome to the Forum. I’ve added the EV badge to your Forum account.

I’ve received an official update from the Charge Anytime team:

Thanks again for your feedback and sorry your experience of the mobile apps hasn’t been good so far. Our team are working to make sure that we’re making the right improvements for our customers in future. 

 

Once you’ve moved over to the Indra and Charge Anytime mobile apps, you’re no longer able to use the legacy Indra web app. All customers will also start losing access to the web app from 8 May, and will need to use the mobile apps going forward. 

 

Now that your charger operates with the Charge Anytime app, some of the features will be different. For example, the scheduling optimiser (which is still powered by Kaluza) needs to reset between charging sessions. Otherwise a new schedule won't be loaded and your vehicle won't charge. So once you’ve charged one vehicle, unplug it and wait around an hour to allow the optimiser to reset. After that, you can plug in your next vehicle, set your desired “ready by” time, and the app will take care of the rest.

I hope this helps you. If not, please reach out to the Charge Anytime team for advice. They can be reached by emailing chargeanytime@ovo.com or by calling 0330 175 9678,

Thanks ​@Ben_OVO but this still doesnt address my question or concern around not being able to charge the car. What timeline can we expect for the charge issue to resolve so I can plan accordingly? Thanks

I’ve not got the Indra but have been having the same problems with mine over the past few weeks on random nights. Mine is a Hypervolt Home Pro 3/BMW X1 on charge Anytime. Doesn’t matter what I do with reboots etc on the Hypervolt & car, the same problem remains….Until I delete the Hypervolt from Anytime and re-add it. Then it works fine for a period of time.

I have raised with the Anytime team so will await their response.

It's plugged in now and fortunately it's showing as plugged in, but I have to go out later so I hope it will behave when I plug it in again later. We do need to be able to trust our chargers. I'd potentially have to let down up to 10 elderly/disabled passengers going to appointments if it doesn't charge.

​@Gingernut49 good morning, did the vehicle charge up ok?

​@oho sorry to hear of the issues you’re having, please let us know when you’ve heard back from Charge Anytime about this, I hope it’s fixed soon! The problems you’re having are similar to those mentioned on this previous forum topic:

​@AmitJ I’m sorry but I can’t give you an exact timeline I’m afraid, but I know that our Charge Anytime team is working hard in the background to smooth out all the issues, and that they’re in contact with Indra about all of this. I’d recommend reaching out to the Charge Anytime team via email at chargeanytime@ovo.com to get some proper answers. It might be that your situation is something more unique, so it would be good to get one of our experts to have a look into it properly.

Let us know how you get on when you speak to them, I hope it’s fixed soon 

Fortunately it charged but I have to be able to trust it. I cannot let my elderly passengers down. It will take me a while not to keep checking the three apps first thing in the morning. 

I still haven't had a reply. 

Yeah agree, these problems cause you to lose trust in it. Quite frustrating when you get in the car in the morning only to find no charge. I’ve taken to frequently checking it and sometimes changing the schedule to force it in the evening before I go to bed.

Although I don’t point this at OVO, its one of the various reasons I am reluctant to go full EV. Apart from the common EV concerns, software and infrastructure just aren’t reliable. It’s a long way off to replicate the ease of pulling into a garage for fuel. 

I've had my EV over four years and it's always reliably charged. I had to switch to the new apps at the end of last week then was in France for the weekend so Sunday night was the first time, and it didn't charge.

I am having the exact same problem, it is really frustrating. Everything worked perfectly until they changed this and now I am stuck without being able to charge my vehicle. Ovo / Indra should not have rolled this out without testing it properly first. I do hope that it is resolved quickly.

Mine has charged since but last night Indra was saying it was plugged in but Ovo said it wasn't: so I didn't sleep well. Fortunately it charged. 

My Indra shows it as plugged in but OVO app shows it is disconnected. But the OVO app seems to be 2 hours behind all the time. 

The suddenly just this afternoon the OVO app now says ‘connecting to your Indra’ 

I think I am going to look at moving over to Octopus energy instead becuase I am sick of OVO changing things and and causing issues. Its a real shame as OVO are great with customer service etc.

Hey ​@Gingernut49 & ​@Rafchandler0512, 

Are you still having issues with charging? One of the Charge Anytime team members shared a troubleshooting guide with me, which i’ll leave below for you.

“Now that your charger operates with the Charge Anytime app, some of the features will be different. For example, the scheduling optimiser (which is still powered by Kaluza) needs to reset between charging sessions. Otherwise a new schedule won't be loaded and your vehicle won't charge.

If experiencing this issue when charging multiple vehicles:

Once you’ve charged one vehicle, unplug it and wait for 15 minutes to allow the optimiser to reset. After that, you can plug in your next vehicle, set your desired “ready by” time, and the app will take care of the rest.

If experiencing this issue when charging a single vehicle:
If your EV doesn’t accept charge when it’s offered by the charger, for a period of 20 minutes, we’ll assume the EV is fully charged and remove schedules from the charger.
If the app initially shows schedules when the EV is plugged in but then stops displaying them after the EV stops charging, please:

• Check for any settings in the EV that could restrict charging.
• Unplug the EV for 15 minutes, then plug it in again to reset the charging schedules.

Additionally, here are some additional troubleshooting steps I need you to run through:

• Make sure that your charger is now linked and showing within the Indra standalone app - you can download the app from Google Play / App Store
• Make sure your charger is online. If the LED status is solid white, the charger is online and connected to the charging platform (the Indra app will also confirm this). If it’s offline, the charger will be flashing purple (the Indra app should also confirm when the charger is offline). When the charger is offline, smart charging/charging via schedule won’t work. We recommend turning your charger off for 30 mins for a full reset. If this doesn't work, you'll need to contact Indra support. 
• Make sure there are no schedules set in your vehicle, your vehicle app or the Indra app.
• Unplug for 15 minutes to let our smart charging optimiser reset.
• Make sure your charger is unlocked - the settings section of the Indra app gives you the option to lock or unlock your charger.
• Make sure the vehicle is in a state ready to accept charge before plugging in - you can ‘wake up’ an EV by unlocking, opening and closing a door, then locking again prior to plug in.
• Plug in, set a new ready by time and let the Charge Anytime app do the rest.”

Hopefully this helps! 

There’s nothing wrong with my charger and the Indra app shows it’s plugged in - the Ovo app doesn’t always say it is!
And, it’s supposed to be Charge Anytime, but I needed to top up around lunchtime yesterday and had to Boost charge as it didn’t start charging. Cheaper than public charging, maybe, but frustrating all the same.

Hey ​@Gingernut49, 

Did you have a “ready by” time set on the car? Charge Anytime will charge the vehicle whenever the grid is the greenest and sometimes that’s not normally instantaneous. If you set a “ready by” time then the car would use that as a focus point to have the car charged by. Boosting the charge is the workaround but this is charged at the full rate. 

Yes, 6:50 in the morning. I’ll have to turn that off if I need a top-up during the day.

Hey ​@Gingernut49,

Let's try switching this feature off for a bit and see if the charging gets better and works for you that way. 

I’ll try that, thanks.

I always had the charger app set to that, and my car set to start charging at midnight, as I liked to see each day’s charge separately. But, after four years, I guess I know how much I’m saving!

Ah, problem, there doesn't seem to be a way to delete the schedule, only change it. Help!

Hey ​@Gingernut49, 

I just had a word with the Charge Anytime team and they’ve said there’s always going to be a schedule for Charge Anytime so the system knows when to prioritise charging to be ready on time. They’ve said you can delete the charger from the app and charge without Charge Anytime for an immediate charge but that would be charged at full value. 

If you need your car charged by, say, 12 PM, I suggest setting the 'ready by' time for 10 AM. This ensures the charging schedule completes well before you need the car.

Deleting the app makes no sense: tell them that I could just press urgent charge for the same result!

If I need a topup during the day I'll just change the schedule to 4pm or whatever. 

It seems this 75 year old knows more than the Charge Anytime team!