Mercedes / Charge Anytime Beta Pilot Update

As others have said while the cars are good to drive the infrastructure and way customers are treated with home charging is farcical.

In the process of linking my EQA to Charge Anytime after a last hurrah full charge with my Ohme device. Followed the instructions as emailed from OVO and Ohme. Receive the attached and cannot proceed. 

Able to connect normally to Mercedes Me with EQA, App and laptop which suggests there are no connectivity issues. 

Any one else experienced this and if so potential solutions?

This is probably why: https://status.enode.com/incidents/01JZ7VA48HPFCHAJ2XDVK721QE

Seems it’s not fixed yet...

Morning ​@sagroberts and welcome to the OVO Forum - I’ve added your EV badge so that other Forum members will recognise you.

Thanks for sharing this ​@Blastoise186, hopefully this Enode issue is sorted soon for you ​@sagroberts.

I’m struggling with my Mercedes EQA to use charge anytime, the car starts charging but the charge anytime doesn’t show the schedule, it doesn’t show any updates, so most of the time I have to pay full rate, sometimes I go into the car and mess about with the charging options then half an hour later it works.. sometimes nothing, it’s very confusing and unreliable 

Hi ​@Chris Western ,

There remains an ongoing incident with Enode that may be causing this.

Please see https://status.enode.com/incidents/01JZ7VA48HPFCHAJ2XDVK721QE for more details

The charge anytime app is still not updating data from

the car, should I re-pair the app and the car?

Not at this time - it’s more likely to fail at the moment. As mentioned, until the upstream issue with Enode is resolved, OVO can do nothing about this.

Please monitor the incident I provided the link for. Once that gets resolved, you can try again.

Ovo I’m really frustrated with the status of beta testing for Mercedes EV’s its really not acceptable to have a home charging solution that has worked perfectly for 12 months then to have it cut off and only solution is to pay full price for charging.

Now we are forced beta testers - more like Alpha build testers.  My partner can’t charge his EQE since 15th.  Whilst my BMW IX charges perfectly.

Whilst I understand work is been done to fix this issues. The end user shouldn't have to care about such terms as “upstream issue”.  My parents wouldn't even understand this and would be instantly frustrated.

We added the Mercedes EQE as we did the IX but the Mercedes never shows as connected in the charge anytime app.  Many hours wasted and frustrated.

Can someone at Ovo please understand the damage this issue is causing your brand and business and take swift action.

We have been so pleased with our charger and Ovo until this mess.

Please find the definition of beta testing so we are all clear on the definition.

Beta testing is a phase in software or product development where a pre-release version is provided to a group of external users (beta testers) for real-world testing and feedback before the official launch.

David

As I keep having to say, right now there’s an upstream outage which is directly impacting Charge Anytime and preventing the Mercedes integration from working at all.

Please review https://status.enode.com/incidents/01JZ7VA48HPFCHAJ2XDVK721QE for the latest. Until that goes green again, there’s not much anyone can do. You don’t need to understand the details - just whether it’s red or green on that page!

This is not just affecting OVO - it’s affecting every Smart Charging setup across Europe.

Sorry, but this situation is absolutely farcical.

Just repeatedly posting that it's an upstream outage is completely unhelpful - customers should not have to be aware of this level of detail.

My position is that I had a perfectly acceptable charging solution using Ohme. This no longer works and I'm forced to use the charge anytime time app which is clearly not fit for purpose for mercedes owners. So, why did OVO not resolve the issues and have a proven solution before forcing customers to switch from Ohme?

I'm unfortunately tied into a year contract with OVO currently. As soon as that's clear of exit charges I'm moving to another supplier. This whole debacle is frankly unbelievable.

Are enode even trying to fix the problem? 

They are, but I suspect it’s a long process.

Remember, this doesn’t just affect OVO - it affects every setup across Europe.

And in the meantime we pay 4x the cost for charging!

The latest info I have as of this morning is that Enode and Mercedes are still working on it. That’s all I know.

Hey ​@Chris Western ​@Ethelburt 

I’m sorry you’re both impacted by the issues with Enode. 

When we do have more on the issue we will update any relevant topics, I’ll check back in on this with the Charge Anytime team to see if they have further word on this yet, but I know they’ve been waiting on Enode to fix this too.

Positive update from me after endless stress trying to charge recently and ending up paying full rate for most of it.

Rang up OVO and raised 2 complaints:

1. Bought an expensive smart charger (Ohme) specifically as recommended by Ovo. 14 months later told it's no longer smart when used with Charge Anytime. Told car is compatible with Charge Anytime app (even though beta sw) so switch to it and find it's utterly hit and miss with my Mercedes EV. Lately just doesn't work. 
2. Ovo have recently changed their direct debit approach. Previously you needed to keep your account in positive credit by the end of the winter. Now they mandate that you need to keep at least 1 month's payment credit in the account. This is clearly a hidden charge, effectively raising their energy costs. If you were a new customer, you'd have to set up your DD to cover 13 months of payment in the first year. Therefore the energy tariffs do not actually reflect what you'll need to pay each month.

Ovo agreed to bring forward my contract end date to the end of next week, so I'm now in a period of no penalty exit.

I've switched to Octopus yo get their EV smart tariff, and switch should complete in a couple of days. Should have done this when they first announced the end of suppo6for Ohme...

Enode has made further changes to improve stability. However, it appears to be very much a Mercedes issue. They continue to work on it.

https://status.enode.com/incidents/01JZ7VA48HPFCHAJ2XDVK721QE

My car spoke to the app this morning!, progress indeed 

It worked on my charge last night!

Mine too…

Car spoke to the app yesterday evening and not since. Still have a 'Trying to locate your Mercedes' message on the Dashboard tab.

​@hasanji  Enode is still reporting issues at this time over at https://status.enode.com/incidents/01JZ7VA48HPFCHAJ2XDVK721QE .

What that means is that while some folks may see improvements, there’s no guarantee it’ll work 100% reliably for 100% of users at this time.

Please continue to monitor that status page link I’ve provided for further updates.

May I respectfully ask that you do not try to contact OVO about this at this time - there’s nothing OVO can do until that page goes green again.

They have stopped speaking to each other again!

From Enode:

We have continued to identify improvements to our Mercedes integration and have been continually shipping fixes that have resulted in some improved stability.

The general vendor outage is still ongoing as we are working towards a full recovery. During this time, you may see telemetry and actions temporarily recover as our improvements land.

They never said it’d be 100% stable until they fully fix the underlying issue

It looks like it has been resolved by Enode now but I'm still seeing Trying to locate your mercedes' on the app.

Is there anything we need to do?