Hi ​@cfurlong2001,

I am so, so glad you have posted this and can completely relate to everything you have said. I too am frustrated beyond words with Indra and am at the end of my tether too, to the point where only this week I did a bit of digging around and Googling to get the email addresses of the CEO and a couple of other senior management people and sent them a formal complaint email.

Funnily enough I then received an email and phone call the same day to outline a supposed action plan to try and resolve my problems.

I don’t want to hijack your thread, ​@cfurlong2001, as my problems sounds a little different to yours in that I have still been able to charge my car at night, just not from solar generation from my solar panels. But the general theme is the same - slow, poor, inadequate responses, denial of any problem their end of things, refusal to accept responsibility that their software is in any way to blame, useless and irrelevant ‘advice’, repetition of requests for info that I have already given them, repetition of ‘suggestions’ to remedy the problem that I have already done, eg, doing a whole reboot of the system.

Like you, I feel I am out of pocket as I have missed out on 4 peak months of charging my car purely from solar as I was able to do last summer. This has been like this for me since middle of June, things have never been the same since the whole software update thing in May to make things compatible with the OVO ChargeAnytime app.

Interesting that you have been told by Indra the Smart Pro charger is being discontinued as unreliable (have I understood that correctly?) - they have never told me that and are refusing to send an engineer for a site visit as they say they can get all the data they need from looking at the logs of my usage.

I am waiting to hear back next week (supposedly) when they have done a bit more looking into it.

Just to add, that I have also had UKPN look into the voltage coming in to my property as Indra advised, and according to UKPN the voltage is within their normal safe working range and the problem is with Indra’s software, which they are refusing to accept.

Please come back with any update, ​@cfurlong2001, I share your frustration!

Jasmin

Good morning ​@cfurlong2001 and welcome to the OVO Forum. Just to let you know I’ve applied the EV badge to your account - it makes it easier for others to recognise the kit you own which can make it quicker to get help with these sort of queries.

I’m so sorry to hear of what’s happened here - I know I’d be incredibly frustrated were I in your position, and same for you as well ​@Jasmin10. 

​@Jasmin10 has raised a good point here with contacting the CEO’s email - I’ve done this many times myself when I have complaints - doesn’t always work but sometimes can get a quicker answer. I think in your position I’d be requesting compensation for the amount of money lost through these issues. My advice would be to be persistent, as tiring as it is. I’ve no idea what their complaints process is, however I shouldn't think they’d be able to ignore your complaints. I hope you both get a good result from them soon. We’ve seen similar complaints recently:

Please do keep us updated as to how you both get on - wishing you the best of luck with getting the complaints resolved.

Just to mention…

I’ve spoken to Indra directly and shared this thread with my contacts there. Indra has asked me to mention that while they do still offer and support the 4G option, they prefer to avoid recommending it where possible - Ethernet is their strongest preference, followed by Wi-Fi and then 4G.

They still do offer the 4G option, but are only willing to recommend it in cases where nothing else is possible. They’re not keen to recommend it if you’re in a position to use Wi-Fi/Ethernet.

Wi-Fi is the current default option - all their units come with that by default.

​@Jasmin10, yes you may have read that incorrectly. So they didn’t tell me that the Smart PRO charger is being discontinued but they said that they are stopping support/discontinuing the cellular (4G) modules for their chargers because of the instabilities that they have been having.

Ever since the charger stopped connecting to the internet a while ago I had got in touch with them a few months ago and they assigned the new update to my charger and then it was working again briefly but ever since then the connections been intermittent. Then OVO updated their app and it’s no longer on the Charge Anytime app but the OVO Charge app which looks like it was readiness for the new EV Charging subscription that they announced a few days ago.

Then about 4-5 weeks ago my charger disconnected again, I called up with the current technical issue raised about my charger not connecting despite power cycles and they said that they will switch out my cellular module for a new WIFI one that I can connect my charger to my home network. 

But because of the cellular issue’s that I am having, the Indra Charger’s connection to the internet is too weak for OVO’s app to kick in and it’s always stuck on “waiting for your next charge” and I’ve had several occasions where I’ve trusted that the app will start charging throughout the night and be ready for the set time to go to my car in the morning to find that it’s not charged and therefore late for work and having to go to a really expensive public charger to get a fast charge and also be late to work… 

But for the last month I’ve only been able to charge my car with Indra’s “Boost” charging option because it never starts a charge itself due to the connection issues. 

If you’re happy to share the CEO’s email I’d love to get in touch to formally raise a complaint and request reimbursement for the charging once it eventually get’s repaired. They told me that the WIFI module will be shipped today (supposedly) and should be with me early next week followed by a local engineer contacting me afterwards to arrange the installation and getting it connected to the internet.

Fingers crossed! Will keep you updated.

​@Blastoise186 thanks for raising with Indra also! 

Yes, thank you ​@Blastoise186 for contacting Indra on our behalf, interesting info you’ve gleaned. I must say, since I emailed the senior management earlier in the week they have been attentive to my issues and are making positive noises to try and sort things for me.

​@cfurlong2001, thank you for your explanation of your situation - I’m not sure what you mean by a cellular module? I will PM you with email addresses I used.

Jasmin

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…