I am just writing to tell people to avoid Indra, their chargers and their ‘customer service’.

I first had a charger installed in September last year. Within two days the charger faulted electrically and had to be replaced. With a week of the second charger being installed it started flashing purple with no connection.

I first contacted the Indra support in October 2024, and still have not had this resolved. I have a chain of over 30 emails going back and forth with their ‘support’ team.

I have not got to the stage where they have sent out a replacement dongle for the connection issues, and was told a service call would be made (which I had been trying to get for nearly a year!!).

Since then I have been getting repeated calls from a company looking to book me in for a service call, the problem being that Indra have sent my name and phone number attached to a different customers address an hour away from where I live. I have called the company back and told them they have the wrong details, yet they keep on calling, and have contacted Indra by phone and email, phone they say they will investigate and call back which they never do, and emails they aren’t responding to.

This company is an absolute shambles, if anyone has any email addresses for their CEO could you please pass this on, I am beyond frustrated with this company. 
 

This is also glossing over how much it has cost me to charge the car over the last year with having to use the boost button to get the charger to do anything.

PS if you are waiting for a replacement charger in Ipswich they are trying to call me, god knows who they are calling to try and fix my charger…..

Sad to hear of the issues you’ve experienced.  I have had an Indra Smart Pro charger since early 2024, and the charger itself has been faultless.  [I should say that it is ethernet connected, not WiFi, as the data signal is poor at my charging point.]  Except that the installer (Indra-approved) provided a 5m tether instead of the 7m one I’d wanted.  This has caused problems with disturbance of the plug/car socket interface (pins) during charging, since the cable length from the last wall support to the car is unsupported, not resting on the ground, so can swing, e.g.  in a strong wind.  I too had long correspondence with Indra Customer Support about the charger/car apparently breaking off charging during a charging session, which needed attendance at the car (BMW PHEV) to reset it to start charging again.  Neither Indra nor OVO ‘Charge Anytime’ team were able to pinpoint the issue. 

Just wanted to say, in balance, that the information and reviews of my ‘failed charging session’ diaries which I sent to OVO, and the help/data I had from both OVO and Indra (and our local BMW agent) were generous and overall helpful in eliminating potential failure areas.  It seems to have been just one of those issues occurring between multiple organisations’ areas of responsibility, which was seemingly too rare to be in any knowledge base. 

I still have firstly to get the car socket checked out by BMW and then the Type 2 plug by the installer, in case there are loose spring-pins or other contacts on the data lines.  My workaround has been to ram the plug heavily into the car socket, hoping they will stay fully in contact for a full charge;  it’s worked for the last 3 months, so am holding off the above actions till the normal car service early in 2026.)

I’ve had an Indra Pro installed for over a year.

Initially it was connected via 4G, but the signal wasn’t great, and they subsequently came out and connected it via my Wi-Fi.

The few times I have had to contact them, they have been quick to respond, very helpful, and have resolved issues in a timely manner.

Sorry to hear this has not been your experience, but I understand your frustration as not being able to charge a car and at the reduced rate, is annoying given the investment made to go full EV.

Hi ​@Mark Thorpe,

I presume you have seen the posts on this thread?

Indra Smart Pro - Cellular module faulty - No Charge Anytime Savings…

You will see that others on here are also experiencing frustrations and problems with Indra chargers and customer support.

I will PM you.

Jasmin

Been having issues with my charge for the last month+ where the cellular hasn’t been working an the connection was working fine for the last 2 years or so ever since the new update for the new OVO app (since they moved from the OVO Charge Anytime app to OVO Charge app and OVO recently announced the new subscription for charging at like £27 a month)

Indra said to me a month ago that they acknowledged that cellular chargers have been having problems and they are discontinuing the cellular modules in the chargers and replacing them with WIFI modules that can easily be connected to customers WIFI networks as before it could only be connected via WPS (which isn’t secured and my router which is Eero by Amazon doesn’t support it as it’s not a secure standard) but apparently the WIFI modules you can connect to your home network with the SSID and password which should work perfectly.

I’ve been waiting weeks for the part to be delivered to my house and then an engineer to be in touch to arrange the installation of the new part but have had radio silence I’ve had to keep calling and I’ve been told that the new part will be will me next week but shall see what happens…

They do have Ethernet modules as well if that makes you more comfortable.

I use Ubiquiti UniFi myself - and UniFi has NEVER supported WPS because it was originally designed for businesses where such a feature is not welcomed.

Yeah I know that they have ethernet, it was just a matter of getting an ethernet cable sorted. The router itself is within relatively close proximity to the charger so WIFI should work perfectly but we shall see if and when i eventually get the part and installation sorted.

Thanks for your help!

No worries.

Take it from me as an IT/Cybersecurity Professional - WPS is literally the worst invention ever. It should never have existed and was flawed from day 1.

I’m glad to see Indra finally realising that.

Afternoon ​@Mark Thorpe, 

I’m so sorry to hear of these issues, sounds frustrating beyond belief. I really hope you can get some resolutions put in place soon 🤞

Update on the progress so far…

I still haven’t received anything nor received any calls from an engineer to get the new part installed. I have called them again and they confirmed that nothing has been sent so the person I was on the phone to physically went to the warehouse and got the part and got a labelled generated and said that it will be collected from them by 2pm today and I should recieve it by next week and an engineer will call to get it installed within 72hrs. 

I asked about officially putting in a complaint to seek compensation and I was told that it’s in the terms and conditions that I had signed that any issue’s with the charger they wouldn’t be liable for anything so I wouldn’t get very far via their channels but suggested contacting the energy ombudsman. 

Just feel like there is no willingness to correct the fact that I have been left hung out to dry waiting for something that I’ve been falsely told is being actively worked on to get resolved when on their notes it’s clear that nothing has been done. Given that that the product is well within warranty also this is awful.

Will have to see if this person has lied to me also and if I’ll actually get a tracking number by the end of today or if I’m going to have to chase them yet again.

The Energy Ombudsman can’t touch this - try Citizens Advice instead.

Back to old problems with the Indra Lux...continually drops network connection and doesn't reconnect once it loses connection  - would warn anyone off using this EV charger unless you can connect to the internet via your home wifi (or via ethernet). Am going to have to get the charger replaced at this rate.

Hey ​@WileyC 

Sorry to hear this, I did check in with the Charge Anytime team on this but they’d need the charger to be online in order to do anything from their side. It might be best to check in with Indra to see if they can help troubleshoot to get the charger online or maybe help change the connection method.

You can get in touch with Indra support here.

I’ve seen others talking about similar situation so I’ve linked below to that as it may be of interest here too:

Do let us know how you get on.

It either works or they should withdraw from the market. I only chose Indra as it was one of the few chargers that worked with a 4g connection (OVO removed support for Ohme which was the only other real choice). If Indra are now saying it doesn’t really work and they prefer something else that’s not good enough for the people that were told by the installer it was supported. I now either need to move to another supplier like Octopus or install another charger. Truly rubbish.

It just gets better. Indra are now claiming that the 4G dongle they use uses 3G as a backup and of course 2G/3G was turned off across most of the UK on 1 Oct - that explains the timing issue of this problem occurring. Worth noting that a couple of phones I use can be switched to 4G only and both were getting full bars next to the EV charger. 

Not once during the sales process was I told that 3G may be required (as I was very aware of the switch off of 2G/ 3G support) so Im now left with a charger that cant connect to the internet and wont talk to OVO. 

They are offering to swap out for wifi but that doesn't help as no wifi in range.

DO NOT use Indra if you don't have strong WiFi near the charger.

I have mine on WiFi and have done since Sep 2023 with no issues until 3 months ago when it kept dropping. No change in the router location so no idea why. Spoke to Indra who said they had new firmware which improved connections. After some trial and error I realised the new firmware was to use 5ghz over 2.4ghz. BUT if your WiFi uses the same SSId for both it confuses it. So I switched my 5ghz off and it’s much better.  However it still drops occasionally so I am now getting mine hardwired 

I have also had the whole over voltage line from Indra and the power supplier said a similar thing re supply being within tolerance. 

Indra have also offered to swap out my 4G dongle with a wifi dongle but I have had to ask a neighbour to use their wifi for connection (as charger is too far away from mine) - less than ideal.

If only OVO had stuck with Ohme  - they have no such problems with their built in 4G support. Still considering if it's just easier to switch to Octopus (particularly in line with a doubling of charge anytime PAYG tariff from Ovo in Nov from 7p per KwH to 14p) and install an Ohme. 
Lets see if wifi solution works - I wont hold my breath. 

At least Indra have owned up to the 4G dongle not being fit for purpose and are trying to make it right but most people who went the 4G route (at great additional initial and ongoing expense) did so because wifi wasn't an option so a wifi swap out wont work for that cohort in most cases).

NexBlue is also supported by CA and has 4G/Wi-Fi Support (and possibly Ethernet). I would strongly suggest checking them out over Ohme. At least that way, if 4G doesn’t work out for some reason, you still have a backup option without replacing the entire Charger again.

The reason Ohme is no longer supported basically boils down to them refusing to maintain their integration to the required standards - this will ALWAYS force the host platform to drop such a partner whether they like it or not.

Be warned - 4G Only connectivity on this stuff is a risky strategy...

So after almost 2 months of issues, an engineer finally arrived at my address to install this new WIFI dongle. Only thing is that when I was on the phone to the third party to get it booked in I was told that the WIFI dongle can only connect to WIFI via WPS (which isn’t a very modern or secure internet protocol these days and many new routers do not have WPS) I have the Eero Router which doesn’t have this so make sure that if they are offering you this WIFI dongle replacement that your router supports WPS else you will not be able to use this.

So I ended up requesting if the engineer can just plug an ethernet cable directly from our ethernet switch connected to our router instead which they said wouldn’t be a problem. So I’ve installed a cable to the point of where our Indra charger is and the engineer had plugged it in for me.

Finally… the charger has a connection that can’t go wrong and the connection to OVO is working reliably that it’s now working as intended and I can now charge claiming back my Charge Anytime credits. 

The mission isn’t over, I still will see if I can go about getting compensation for the extremely long time offline that I have had to charge at full price due to their inefficient practices and being ignored and given false promises for many many weeks.  

Hey ​@cfurlong2001 

I’m glad to hear they’ve finally been able to come and get that done. Sorry to hear you were offline for quite some time and unable to make use of that offer price. Do keep us updated with how you get on with that side of things.

But I am glad to see the connection should now be stable going forward.

Hi there… did Indra ever follow up on the faulty 4G module? They have gone radio silent on me after offering to replace with a wifi dongle although as some others have posted the one they use utilises WPS to connect which many modern routers dont support.

Morning ​@WileyC,

Sorry to hear that Indra aren’t getting back to you about this. I’m just tagging ​@Jasmin10 so they see your post. I hope Indra can sort this for you ASAP.

Just an update on my mission to get some ££ back!

I had spoken to Citizens Advice who had told me that I would be able to make a complaint through them that will go to Trading Standards but I can email the company that I had purchased the EV Charger through (in my case it wasn’t purchased directly from Indra but through a company called Egg (cracking energy) who no longer provide consumer support only B2B so you can only get technical support via Indra being the manufacturer.

So they advised me to use their website to use their complaint form, I was provided the link to their side here: https://www.citizensadvice.org.uk/consumer/template-letters/letters/consumer-template-letters/letter-to-complain-about-faulty-goods/

The letter makes sure that all of the information that the company need to be “instructed” to take action because if they do not provide any solutions I am then able to take further action via more official channels and this gives them a chance to settle it. Mnetioning the Consumer Rights Act 2015 section 24 under faulty goods. I can request a partial refund for the purchase which can be of a sum you believe is far. 

So I’ve taken a shot at requesting the remaining of my device’s purchase (on finance for 3 years) to be settled which just over £100 + the additional charges I had incurred at the chargers fault as well as the “diminished value of the charger which had caused significant inconvenience due to the 7 week resolution and the reliance on an inadequately supplied WPS-based dongle necessitating myself to self-provide an ethernet solution which their installer had connected for me so I do not void my warranty.

I emailed 4 working days ago, so will wait a little longer before sending a letter to their head office. If I don’t hear anything within 14 days I can escalate further via CA.

Good morning ​@cfurlong2001,

This is really valuable insight that might end up helping others in your position - thanks for letting us know. 

I really hope you get a resolution to this soon without having to escalate. If you could keep us updated on your progress as you’ve suggested that would be very much appreciated!