CUPRA Formentor won't connect to Charge Anytime?

​@Miker27 the Cloudfare outage was causing us issues, however everything seems to be working fine today on that end of things. Hopefully your apps should load now.

Had an email from CUPRA saying outage is fixed. I still can’t get a connection to ovo smart charge. It just says plug vehicle in to start charging when it’s already connected. 

Morning ​@Miker27,

Is this still the case today? I’ve asked internally if anyone has any suggestions, and will let you know if I hear back.

​@Miker27 our Charge Anytime team have recommended removing the car and re-adding it to re-establish the connection:

Account - Device - Remove, Account - Device - Add.

Let me know whether this works.

Hi I’ve done it many times so I think it’s still a CUPRA issue. When I re-add I get this for hours when it eventually comes up. But mostly it seems car doesn’t update for hours and hours.
 

It’s so annoying how they are so bad at customer updates and basically saying it’s fixed where it isn’t. I am never getting a CUPRA ever again.

CUPRA are throwing it back at OVO it seems.

This is really frustrating ​@Miker27.

I’m going to send your screenshot to the Charge Anytime team to see if they have any suggestions.

Hi,

Thanks for all your help, you’ve been extremely helpful unlike CUPRA who been totally useless. I made the decision to stop using my CUPRA connection, stay on Guest profile and not sure smart charging. I can’t be bothered with this anymore. Never getting CUPRA ever again.

Everyone, thanks for your help. I admitted defeat and sent this to our lovely friends at CUPRA.

Hey ​@Miker27 

I’m really sorry to hear it’s all come to a bit of a head with CUPRA.

I can understand how frustrating it’s been so I can see why you’re left feeling quite defeated. I would like to maybe suggest one other course of action if you did want to try and take it further with CUPRA, you could get in touch with Citizen’s Advice, they do a lot of work and offer support in similar circumstances where a third party company might not be doing all that they can as a company. 

I know that’ll take more time and effort, but it may be worth a shot.

If you do take it any further or hear anything else, do let us know.

​@Miker27 Is your My Cupra app still not updating either?

Mine has been back to communicating OK within My Cupra and OVO Charge since the recent widespread outage.

If you’re getting no updates through My Cupra, it’s probably worth focusing on that with Cupra support, as that doesn’t give them the opportunity to say it’s not their problem - it’s far more likely a general problem with the car being able to communicate with the outside world. If My Cupra works but OVO Charge doesn’t, then Cupra may actually be correct and it’s a problem for OVO to be sorting out.

The only issue I get now is that OVO Charge sends so many individual comms requests to the car that the car shuts down to prevent the 12V battery being drained to flat and so sometimes the car doesn’t finish charging to target as the remaining schedule can’t be communicated.

Hi,

It’s not really that it doesn’t update. Since the outage I got kicked out of my primary user and can’t make myself one since it just says can’t start in car activation and the only way I can use the my CUPRA app if I am made primary user to see anything to do with my car. Whenever I remove my car from ovo smart charging and re add it the re adding usually takes 1 day and it says connecting to EV. It seems like a comms issue from the car. But I have spotted something different. When I was trying to add my car to ovo energy my CUPRA was not on the list. The CUPRA only appears through anytime charge app. Seems like Formentor is not very good on being selected as an option. Maybe something changed at OVO smart charging and it doesn’t recognise formentors.

This definitely sounds like more of a Cupra issue, given the inability to set the primary user correctly, so support may have become distracted by the charging issues as if that were the main issue, whereas really they are probably a side effect of whatever is preventing the primary user process completing correctly. Maybe worth a new ticket, if you can be bothered, without mentioning the charging issues, just try to get them to resolve why the car can’t connect and properly assign the primary user.

They’re unfortunately not very well versed in how their own vehicles actually work, when I last needed support, they were telling me to alter settings that don’t exist on the facelift cars and then wanted a suite of photos to prove to them that the menus they wanted me to alter don’t exist. Utterly useless.

Thanks for sharing your experience ​@divinemadness.

It sounds like Cupra can be challenging to deal with at times. Hopefully they’re working to improve their service in the background.

​@Miker27 let us know if you decide to contact Citizens Advice as per Abby’s reply.