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Charge Anytime issues over recent weeks?

  • July 28, 2025
  • 9 replies
  • 370 views
O
Carbon Catcher*
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  • oho
  • Carbon Catcher*

Has anyone else been having problems trying to get CA working over the past 2 weeks?

I’ve had spells of 2 or 3 days without any CA schedule and very intermittent at other times, with often short intervals at unusual times.

The CP is a Hypervolt Home 3 Pro. Tried all the usual tricks of reboots, re-register CP, amending schedule, checking its over greenest periods etc.

Up until this period CA has been reasonably stable and predictable.

“Urgent Charge” works fine, but obviously attracts the higher price. I’ve had to resort to this most days. So the costs are now starting to mount up.

I haven’t been able to get any response from the CA team via their email process, so will try calling next.

Hypervolt have investigated and state this is an OVO problem and they are aware of issues OVO have been having with CA.

Best answer by oho

Just a follow-up due to the CA team providing me an update. It doesn’t appear many on here experienced the same issues as myself, but for those that might have, here is the update. Hope this is not an issue for OVO in posting this. I haven’t included the CA team members name as I’m guessing that’s frowned upon. But well done …….y. 

 

thanks for your patience, and I’m really sorry for any inconvenience you’ve experienced recently.

I wanted to let you know that between 16th July and 30th July 2025, there was a technical issue affecting some Charge Anytime customers using solar-matching chargers. During this time, an update caused our system to incorrectly assume vehicles were fully charged. As a result, it sent idle charging schedules instead of completing your charge — this would have appeared in the app as "waiting for excess solar power."

We’ve now resolved the issue with a fix released on 30th July, and your charging sessions should be back to normal.

As you had to use the Urgent Charge feature during this time, we’ll be applying a Charge Anytime credit adjustment to your account. This will ensure you're not out of pocket and that you receive the savings you would have earned during those urgent charges.

 

My charging sessions have indeed been reliable since around that time, thank you OVO for coming back to me with the update above. And the Urgent Charge credit.

C

9 replies

Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • July 29, 2025

Hey ​@oho, 

I’m sorry for the issues you’re having, 

I’d advise calling or using the new webchat tool, please keep us posted with how you get on, your advice could help other community members:
 

How to get in contact with the Charge Anytime team

 

  • Call 0330 175 9678 (Option 1 new customers/option 2 existing customers) 

  • Webchat, click the link then the green chat icon at the bottom right of the page

Renewable Energy? Big Fan.
C
Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • July 29, 2025

This might be a wider issue - it’s currently being looked into.

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C
O
Carbon Catcher*
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  • oho
  • Author
  • Carbon Catcher*
  • July 29, 2025

​@Blastoise186 & ​@Emmanuelle_OVO 

I did actually use the Webchat option to get hold of OVO, but have to say the person on the end of it was not great and just asked me to do all the standard processes. Totally understand they are L1 helpdesk. It was a real battle to get the points across and get some understanding or common sense.

Anyway eventually they have passed it to the CA team, who came back to me and asked I change my plugin and ready by times, and shorten the whole process. Again that goes against everything OVO ask us to do in the regular emails. Its all about passing the issue back to the customer and not really putting any effort into an investigation.

Alongside this Hypervolt have been very helpful and investigated. They believe its an OVO problem. OVOs response is there are “no” problems and it must be my end.

In the meantime I’m faced with paying the full cost for EV charging, which ultimately works in OVOs favour. OVO just quoted the T&Cs for “urgent charge” and stated that’s my problem and they will not rebate any charges as a result of all this. Even though its a result of their system not functioning correctly. 

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • July 29, 2025

From what I’ve heard ​@oho , it sounds like your case may have been flagged to the PM/CA Teams before you came here. It’s worth noting that the main Support Team are not the experts with these schemes - Charge Anytime stuff should always be directed straight at the Charge Anytime Team themselves for the best experience. We can reach them as well, but we can’t access your account from here so we can only get general answers. Power Move stuff can be discussed on the Forum as we do have ways to reach the Power Move team, but it shouldn’t be a replacement for going via regular routes.

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!
O
Carbon Catcher*
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  • oho
  • Author
  • Carbon Catcher*
  • July 29, 2025

​@Blastoise186 

What have you heard then?

I’m fully aware the main support team are not the experts as I stated. I used the webchat as recommended by Emmanuelle. However it leads to that team initially. 

“but it shouldn’t be a replacement for going via regular routes.”...did someone say it was? I went to the CA team initially, not here. On the forum, I was merely gauging if anyone else was experiencing this, because Hypervolt advised me there was a bigger problem that OVO had found.

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • July 29, 2025

At the moment, I haven’t got any further information or updates to share beyond what I’ve already said.

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Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • July 30, 2025

Just to confirm ​@Blastoise186 & ​@oho, there is a Charge Anytime webchat function now, although it may initially route to the general support team. 

Renewable Energy? Big Fan.
O
Carbon Catcher*
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  • oho
  • Author
  • Carbon Catcher*
  • Answer
  • August 6, 2025

Just a follow-up due to the CA team providing me an update. It doesn’t appear many on here experienced the same issues as myself, but for those that might have, here is the update. Hope this is not an issue for OVO in posting this. I haven’t included the CA team members name as I’m guessing that’s frowned upon. But well done …….y. 

 

thanks for your patience, and I’m really sorry for any inconvenience you’ve experienced recently.

I wanted to let you know that between 16th July and 30th July 2025, there was a technical issue affecting some Charge Anytime customers using solar-matching chargers. During this time, an update caused our system to incorrectly assume vehicles were fully charged. As a result, it sent idle charging schedules instead of completing your charge — this would have appeared in the app as "waiting for excess solar power."

We’ve now resolved the issue with a fix released on 30th July, and your charging sessions should be back to normal.

As you had to use the Urgent Charge feature during this time, we’ll be applying a Charge Anytime credit adjustment to your account. This will ensure you're not out of pocket and that you receive the savings you would have earned during those urgent charges.

 

My charging sessions have indeed been reliable since around that time, thank you OVO for coming back to me with the update above. And the Urgent Charge credit.

Ben_OVO
C
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • August 7, 2025

Morning ​@oho,

 

Thanks very much for sharing this - really useful for others to know. I’m glad that the team came back with you with a proper explanation and I hope everything is plain sailing for you from this point.

 

Cheers!

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