Ovo charge app not adding my Evec charger

All been working fine. The last night plugged in the car and this morning no charge.  Evec charger just flashes blue. No time slot conflicts. Evec app charger is run by the ovo charge app so can't seem to delete it and reinstate into the ovo charge app

Ive turned the charger off at yhe mains and restarted it after 30 mins still flashing blue. Why is this so difficult l. I literally just want to plug the f.ing thing on and for it to charge

Anyone have any ideas please

​@Adz1478 thanks for your post, and a warm welcome to the community. I’ve updated your profile to show you own an EV.

I’m sorry to hear of the issues you’re experiencing, and I’ve raised this internally with our Charge Anytime team. I’ve noticed another Forum member (with an Evec charger) reporting a similar issue on the Forum so potentially there’s a wider issue here. I’ll update this thread as soon as I have some news.

if you go into the ‘account’ tab in the Charge app, then ‘devices’ and click on ‘evec’, you can remove it from Charge Anytime.

I’d also recommend contacting Evec:

• Tel: 0161 249 6780
• Email: customer.services@evec.co.uk

Please do let us know when you hear back from them.

I have tried that also multiple times. The app is stuck on the picture attached, which shows VEC01 “connecting...” it has been like this for 2 days

Hi ​@SarahEV, and thanks for your post.

I’ve seen another Forum member with a similar issue and an Evec charger. I’ve also spoken to our Charge Anytime team, who’ve advised that they’ve seen a few people saying similar.

I’d recommend reaching out to Evec:

• Tel: 0161 249 6780
• Email: customer.services@evec.co.uk

Please let us know when you hear back from them. If I hear anything further internally I’ll let you know.

ive got the same. stil trying to sort it out. no idea if its an issue with the ovo app which is stuck in this loop of connecting … or if its something to do with evec app whic shows my charger with a small yellow exclamation mark by the OVO-ON input order

I cant charge my car via the app at all

​@Adz1478 the Charge Anytime have asked if you can try pulling the screen down to refresh it before trying to delete the charger again. Please let us know whether this works - they just need to rule this out.

Many thanks.

​@SarahEV the Charge Anytime have asked if you can try pulling the screen down to refresh it before trying to delete the charger again. Please let us know whether this works - they just need to rule this out.

Many thanks.

Ive tried that many times

Hi,

I was continually pulling down to refresh but this didn’t solve it. I have just re added my Evec charger 2 hours ago but still the same and pulling down doesn’t solve it again.

I did reach out to Evec the evening before last (they usually reply during our night time) but have just asked me to keep my charger linked into Ovo Charge and they’ll check.

Can I ask if you’ve had any joy getting yours to work? I’m now not getting any further response from Evec, Ovo are blaming Evec so I jus don’t know what to do. I’m still getting the same connecting message.

Hey ​@Adz1478 

Sorry to hear this still didn’t resolve the issue.

I did check in with the team about this and they’ve said they did release an update over the weekend which initially encountered a few issues but did resolve over the weekend.

Have you since tried the above again? If not please do give it another try, and if you’re still having issues, the team have asked you get in touch with them so they can raise the issue to be fixed.

Do let us know how you get on.

Hey ​@SarahEV 

Thanks for coming back with that update. I’m glad to hear they were able to push that and that’s now been resolved.

Surprisngly, this hasn't worked. Its day 6 and its still stuck on connecting to charger. I have to say that this is pretty pathetic that the best you can come up with is pull down your screen.  

Hi ​@Adz1478 ,

I may have a solution for you - my contact at EVEC has seen this thread and wants to help!

Please can you reach out to them via customer.services@evec.co.uk and support@evec.co.uk and they’ll get on the case. They are aware of the issue and it’s being actively investigated but my contact is able to try a few tricks to force your setup to work immediately. They’re not sure which side the issue is on, but their team has had success with some manual magic trickery. It could just be as simple as needing a firmware update to the latest version that’s needed to enable the OVO Integration (which they can absolutely help you with). New units should have the new firmware by default and EVEC has told me they’re planning to get it rolled out to existing installs ASAP.

If you mention the OVO Forum thread you have here and tell EVEC that they’ve asked me to give you this advice, they’ll get it over to the right person. They’re expecting you so they know you’ll be in touch.

EVEC wants to apologise for the disruption and they hope you’re OK with this.

Any trouble with email, give them a call on 0161 249 6780.

Hope this helps!

Well, newest update.

Ovo managed to remove my charger from the app and asked me to link my car instead. I've done this, at least I thought I had. The app says your vehicle has been added, but when I try to charge, lo and behold, there is no vehicle showing. I suppose ovo will now blame bmw, same as they did with evec.

I need to charge the car tonight so will enable my evec app and do it through a time slot as I can't set a ready by time on the ovo charge app.

Id like to raise this as a complaint now as we are 9 days in and its still not working. I want to ensure that im. Ot charged for a tariff I can't access and charging costs that are higher than they should be.

I have only 2 m9nths of my ovo contract left and am looking forward to leaving you. I 2oukd appreciate it if you would allow me to leave early without penalty and go to a proper company.  Thanks

Hi Adz1478, my issue was actually not a fault of the Ovo Charge app, it was an update via Evec. Evec did ask me to switch my charger off at the fuse board (to force a restart) following that it linked better with the Ovo app and performed as it should. In my Ovo app, I have to add both the charger and the car, have you tried with both added?

Hi ​@Adz1478 ,

Actually you need to chat with EVEC to resolve this one if you haven’t already. Their team has a fix or two that might help. You’ll need to switch back to Charger Mode to do it though.

Any trouble, give EVEC a call and they’ll sort you out.

I am sorry, but the Early Exit fee will probably NOT be waived under these circumstances. Normal exit is at 45 days before contract end so OVO will likely ask you to just wait anyway.

As i mentioned previously,  evec aren't even involved in the way ive been asked to set up the charging process. It's purely between ovo and bmw. The chargervl itself is literally a dumb charger and is NOT connected to the ovo charge app having been removed by ovo themselves. 

Ovo have shown that they could have removed the stuck charger from the app by doing exactly that after 7 days. They could have done it on day 1 had they have chosen. 

February 12th is 45 days before the end of my contract. At this rate, I doubt it'll be sorted anyway.

Thanks for the reply Sarah, I darent add the charger again, as last time it was stuck for 9 days. Evec blame ovo, ovo blame evec. All I can see is my electric bill going up and up and nothing being sorted. I've sent the charging history to ovo as im currently paying for a tarrif and to charge it. Im hoping they will do the right thing and take off the amount used against my tariff

As you can see, it's pretty annoying. 

Hey ​@Adz1478,

I’m really sorry to hear that you’re still having trouble with your charging! I hope the Charge Anytime team and the EVEC team can keep working with you to figure out what’s going on. It’s great to see that others, like SarahEV, have had success, and sometimes it just takes a little bit of trial and error to get things sorted out. Please keep us in the loop about what you find out and how it all gets resolved.

Im still waiting.  Tried to charge my car via the ovo charge public charge by me and it didnt work. This is literally a disaster.

Im still waiting for evec who have escalated this 5 times. They are a joke

Im still waiting for ovo as my car doesn't show on the app and now the £120 on my ovo public charger isn't available either.

My direct debit has gone up by £170 and no-one is replying unless its the garbage above saying i hope it will get sorted. 

Ive been an ovo customer for almost 2 years and bought an ev partly because of the convenience they offer.  How wrong.  

Can someone sort out my direct debit and then I uderstand that I can leave you with 45 days left on the 2 year contract. Please confirm or I cancel my direct debit and go to the ombudsman. 

Best regards

I’ve literally just had a chat with EVEC in the last few minutes to check-in and get the latest updates. They want to chat with you directly - please email support@evec.co.uk today as they wish to run further diagnostics that may fix your issue rapidly. The person you need was away on business recently, but is now back in the office and responsive.

For the DD issue, use the details in the thread below - Phone/Live Chat tend to be the fastest.

In terms of the Public Charging stuff, please can you chat with the dedicated team for that one? You can reach them via Live Chat at https://joinbonnet.com - it’s in the bottom right corner.

If you still want to leave, then yes - the exit fee is waived once you’re in the final 45 days of the contract. I’d still recommend leaving the DD active until the Final Bill has been paid, after which it gets cancelled automatically.

I should advise that before going to the Energy Ombudsman, you MUST follow the process at https://ovoenergy.com/feedback . However, I need to warn you that the EVEC elements are likely Out-of-Scope for the Energy Ombudsman and will likely be rejected if you escalate those. Likewise, if you skip the internal OVO processes and go straight to the Energy Ombudsman, they’ll simply bounce you back to OVO as OVO must be given the full eight weeks to try and solve it first.

Hi Adz, this is the number at the bottom of the email of the chap in Evec that helped me 01623255674, his name is Chun. I also reached him via the support@evec.co.uk email address. Have you tried just starting a charge via the Evec app firstly without it being connected to the Ovo Charge app? Or have you simply disconnected the power from your charger then switched it back on? Hoping your issue gets sorted soon. 

​@SarahEV thanks so much for your continued support here 🤝.

​@Adz1478 do you have any updates for us? I’m really hoping some progress has been made with all this for you.

Ive spoken to chun twice now. Still not working as it should be, it won't integrate with ovo charge. Hardly matters anymore as in 4 days time im at the end of my ovo contract and can.leave. what annoyed me was ovo just leaving me to try and sort it myself, its still not right now. My car won't show on their app, ive done everything they ask, the public charge wouldn't work either with the £122 I have on it. Any charge at home ive managed to do should come off my 700 miles allowance and then this £122 credit im supposed to have at public chargers. Im fed up having to drive to them to charge the car when this won't work

All i want from them now is to give me a final bill which has been corrected to show what I should have been charged correctly and I can leave knowing that ill never use ovo ever again.