Indra Charger fails again

Hi @darren.guscott,

I’m sorry to hear this. 

Have you already tried resetting the charger? Here are some steps:

Power off the unit

Power off the router

Leave for 1-2 minutes

Power on the router

It is really important to allow the router to fully load back up without the charger on

Once the router is fully loaded up power on the RCD for the charger

once the charger flashes 2 times purple press and hold the boost button unit the unit flashes orange

Then press the WPS button on the router

Allow 10 to 15 minutes for this to connect and catch up with telemetry.

You’d be able to contact Indra directly on 01684770631 or support@indra.co.uk. If you’re unable to get through to them it may be worth reaching out to our Charge Anytime team on on chargeanytime@ovo.com or by phone on 0330 175 9678 Option 2. They should be able to provide some further advice on this for you.

These threads may also be helpful: 

Please let us know how you get on.

Just a note that’s worth mentioning. The router/WPS related steps only apply if the Charger is set-up to use Wi-Fi. They have no effect if it’s using 4G or Ethernet. :)

I have done a reset, unfortunately it doesn't;t work and it is currently on cell not local network so the router settings will not help.  Originally asked for wifi as signal can be poor here but was told unless it fails they would not put it on wifi or wire into router.

Hi @darren.guscott,

Sorry that wasn’t helpful. Was the charger fitted by OVO?

It was done through OVO but to be fair Ovo have been very good and have now raised this further with Indra - OVO support seems to be very good.

Hey @darren.guscott,

Have you made any progress with Indra so far? Please keep us updated on how things are going for you. It’s always helpful if any of our other members find your thread and are in a similar position! 

I am at a complete loss with Indra, still no contact from them, I have been in queues and they have an option to ring back when you would be at the front of the queue but I have not had a call back.  It seems impossible to get through to them.

I am really happy with Charge anytime but would not be on it if I knew wlast year what I know now.  Indra have terrible customer support, although I can use the charger it does not register the charging on anytime so having to pay full price.  a number of weeks in and trying to work out the solution to this.  

Hey @darren.guscott,

Can you contact the Charge Anytime team directly about this? I have made them aware of the issues you’re currently having with it, and they’ll try to raise this internally with Indra to see what else we can do to support it. 

You can reach them at the Charge Anytime team at chargeanytime@ovo.com or 0330 175 9678. Option 2

I managed to get to speak to an Indra customer support rep today and they have said they will push for someone to do a site visit but I am not confident on that but will give them a couple of days.

I had reached out to the Charge Anytime team, and I think they did reach out to Indra but then received an email from Charge Anytime saying:
“Thanks for getting in touch with us. I am sorry your case has been passed to my team in error.

If your Indra charger has been offline since 01/05/24 you would need to reach out to Indra directly.

As they're the charger manufacturer they'd be able to help troubleshoot and get your charger back on.

You can contact Indra on 01684 770 631or at support@indra.co.uk.

Your charger would need to be online in order for Charge Anytime to work. When it's offline it would just default to charging immediately when plugged in. This is covered in the Charge Anytime T&Cs.”

Hi @darren.guscott,

I’m really sorry to hear that you’re having such trouble getting in touch with Indra. 

I’m currently looking into this for you and will be back as soon as I have an update for you.

Hey @darren.guscott 

Sorry to read about the problems you’ve had with the Indra charger and getting back in contact with them?

Have you made any progress with Indra on this?

No progress to date, apparently waiting for someone from one of their install providers to get in touch but it has been a long time and have chased it (as has someone from Ovo as well.

Hey @darren.guscott,

I’m sorry, this must be really frustrating for you! Did they give you any idea of a timescale for them getting in touch with you? 

If you haven’t heard anything more by the end of this week then we’ll see what else we can do to support. I’m going to do some digging to see if I can get a contact that we can use between now and then so please keep us updated! 

Thanks, still nothing and there is no timescale, when I next get through (going to try again this afternoon) I will be asking to escalate and trying to get a timeline as it is far too long now.

Hey @darren.guscott,

Just checking in with you to ask how your call went? Hoping for some good news! 

Unfortunately I was a bit late calling them - 16:20 due to work commitments and then was confronted with you are seventh in queue and although I requested a call back when at the front of the queue but didn’t receive one so will be joining the queue again in a few minutes

I did get through to them this afternoon, I was promised they would chase it up and I asked them to call me back today with a date for when someone would be coming, and naturally I have received no further call from them.

Hey @darren.guscott,

I’m going to see what we can do internally to try and offer support. I’m sorry it’s been such a challenge for you in trying to arrange this! 

Finally have some movement, apparently someone will be coming out next Tuesday so will keep posted on the outcome of that.

Hey @darren.guscott,

Thanks for the update. Someone from the Indra team told me they have you booked in for the 11th, so I’m glad you got the same message! 

As always keep me posted! Have a great weekend when it comes 🙂

The engineers turned up today to fix the issue, they have put in a wifi dongle (I put I some wifi extenders to make sure it would work) and it has now connected up and appears to be working.

Interestingly it has stored and uploaded the charge history for the last 6 weeks, so would the Charge Anytime account pick that up and adjust for it or would it ignore it as it is now in a previous month / period?

So, Your EV section under my account on the OVO site does show the usage so I would imagine I would get the credit for the energy used in June but the question really is do I get the credit back for the time it didn’t report in May?

Hi @darren.guscott,

It’s great to hear that your charger is back up and running again.

I’d advise you to reach out to the Charge Anytime team at chargeanytime@ovo.com or on 0330 175 9678 (Option 2), so they can have a look into your account for you. They should be able to help further with this.