Indra Lux charger advisory for 4G connectivity

Hehehe, sometimes it’s not about what you know, but who you know. :)

I’m on good terms with Indra these days. Didn’t take me long to get that answer.

Thanks again for your help ​@Blastoise186! ​@WileyC let us know how you get on when you speak to them again.

The message isn't getting through...this just back (un-edited) from Indra.

We are not at the stage of remotely reactivating SIMS currently, but this may be possible in the near future.

At this stage, a new physical dongle would need to be installed.

Just tagging ​@Blastoise186 here so they don’t miss this message, I’m sorry ​@WileyC that sounds very frustrating.

​@WileyC

I've added this link from my other forum to see if it's any help to you. Somewhat technical in places but you may be able to get something from it. It's very recent.

https://www.speakev.com/threads/usb-wifi-dongles-for-indra-smart-pro.192549/

Peter 

Just a follow on. Indra LUX charger now installed using 4g dongle but constantly goes offline and doesn’t come back online. Before anyone asks the 4G network signal near the charger is 4 bars and if it was just a temporary loss of signal the charger would come back online when signal was restored. It’s been up for as long as 4 days but can also lose connectivity in a day. Called Indra and they have reset the dongle remotely so let’s see if that improves reliability. 

​@WileyC thanks so much for updating us. I’m sorry to hear it wasn’t an immediate fix, that’s so frustrating!!

I’ve got my fingers crossed for you, let us know if resetting the dongle does the job.

Brief update. The dongle reset seems to have worked and the charger has been up for over a week now and am able to charge via Ovo Charge Anytime. 

​@WileyC amazing news! Thanks so much for updating us as well - much appreciated. I hope you have a nice weekend 😀.

Frustrated with Indra charger issues, long delays, and being left out of pocket

I’m honestly at the end of my tether with this.

For a while my Indra charger has had on-and-off issues where it would go offline and I’d need to power cycle it. It’s running off the cellular box provided at installation. About 5–6 weeks ago, though, it went offline completely and has never come back.

I contacted Indra straight away and was told that the cellular modules are being discontinued because they’re unreliable and causing connection problems with partner apps like OVO Charge Anytime. Basically, without a decent connection the charger won’t talk to Charge Anytime, so you’re stuck on “waiting for your next charge”. I was told I’d get a new Wi-Fi module sent out, and an engineer would be in touch the following week to install it.

Fair enough — I could live with using boost mode for a couple of weeks, even if it meant missing out on Charge Anytime credits.

But here I am four weeks later: no Wi-Fi module, no engineer, and all my emails ignored (other than the usual automated “someone will be in touch within 24 hours” messages). In the meantime, I’ve had to pay £40.42 for my charging (139.2 kWh) when it should have cost closer to £10–15 on Charge Anytime rates. That’s money straight out of my pocket because of a fault that isn’t mine.

I rang again recently and was lucky enough to get through to someone helpful, who chased it directly and confirmed the part will now be dispatched and an engineer should call next week. That’s fine, but it still means waiting at least another 1–2 weeks before this is actually fixed.

So in total, I’ll have waited 6–7 weeks for something that should reasonably have been sorted in 2. Meanwhile, I’m paying full whack on electricity because my charger was fitted with equipment Indra now admits isn’t fit for purpose.

Surely, given this situation, I should be entitled to some form of compensation. If Indra know these cellular modules aren’t reliable — and are in fact discontinuing them — why haven’t they been more proactive in swapping them out before people like me get left high and dry?

I feel like this is one for the Consumer Ombudsman if this doesn’t get resolved.