Kuga PHEV no longer charges

Hi @vix noonan 

I am just a customer like you

I think you are best emailing the smart home team with that issue to get advice as it is so specific. No one on the forum can access your account to investigate, including the ovo moderators 

Smarthome@ovoenergy.com

What charger are you using?

Using a Simpson charger. Had no issues for months then suddenly last month it’s been problematic. Stops charging before it’s finished or just doesn’t start at all, even when left plugged in overnight.

App & charging works fine for the our EV which is an ID3.

I’ve tried everything making sure the app, walk box, vehicle app etc are all up to date. Logged in and out etc…

Hey @vix noonan,

They advised:

You should set the ready by time in the charge anytime app and then leave the car plugged in until that time. If you unplug the car it'd interrupt the schedule. It should say in the app the last time we had an update from the car. You may need to delete the Kuga from the app and re-add it. Fail in that pop a message to chargeanytime@ovo.com and they'll get a ticket raised.

Sent a message tried everything being deleted/reset. Plugged in last night at 11pm, it charged for about 1.5 hours then stopped and never restarted again. It was left overnight plugged in. Until I unplugged & re plugged at 7am and it charged again for a short period.
 

It seems to be an issue with starting charging again. It worked fine a few months back, but last few months it’s been problematic.

What is the make and model of the other EV?

VW ID3 - that works fine. It will start & stop charging with no issues

OK, good to know as there was the odd poster early on reporting issues with two cars with the same manufacturer

I assume you are using the same email account for both vehicles?

No we are using the same account but different emails. As I said was working fine for months. Then started doing this in the last couple of months.

To add to this. I’ve charged with both a normal public charger & 3 pin at another location without the charge anytime app. These have all worked fine recently.

Only get the issue when using the charge anytime app.

@vix noonan

That is perhaps the issue.

The process changed a few months ago as having two email addresses was unreliable for most people.

Use the ID3 email address. You are now able to add more than one EV for Charge Anytime from within the Charge Anytime app. Under ‘connected cars’ you should see the option to add another vehicle at your home location. 

The smarthome team probably assumed you were using the connected car option to add two cars

Be interesting to see if that fixes the issue 

Will give this a go later 🤞 will let you know the result

Sounds good.

If that doesn't work I can try tagging some recent posters who have mentioned the Kuga to see how they are getting on in case they have ideas.

For example 

Tried this and sadly this has not worked either 😭

I am out of ideas now unfortunately @vix noonan 

Any suggestons

@Econnors1109 

@Longer 

IMO this is same as in my case - Ford Pass App messes with charging slots. It remembers my setting for 1-3 days then changes their own slots… and FORD App team washes their hands off… They are pretending that everything seems fine even after receiving screen shots from app and car settings...

So more interesting I found I can force an emergency charge through the OVO app fine, so the app is taking to my vehicle for that!!

Annoying it’s basically forcing me to charge at full rate through the OVO app 😭

So frustrating when it was working fine before 😥

So I’ve had it on all night and the vehicle scheduler didn’t change. Nothing did. In the OvO app said it was going to charge and didn’t. Unplugged & replugged and is now charging. But like everyother time I’m unlikely to get a full charge before it stops again.

Try setting a very short time ready by time in the Anytime app and see if that starts the charge straight away and charges to the end

Hey @vix noonan 

Sorry to hear you’re still having issues getting the charging working properly.

Definitely worth giving Jeffus’ suggestion a go, we’ve seen this being suggested on the Forum before and can help.

I think it might also be worth getting in touch with the team directly for some help with this via chargeanytime@ovo.com. If you do have any screenshots that might help, I’d include these straight away so the team can get right on it when they pick up the email.

Let us know how it goes.

I’ve tried forcing a charge as Jeff said. It never seems to work as the charge anytime app just pushes the charge start time to a future time again. So it ends up with the same scenario.

before the vehicle would charge, stop charging then continue charging at a later time. Now if it does t finish charging before it stops then it just doesn’t restart despite the app telling me it will. It just fails 😭

Sorry to hear that.

Other than emailing the team again or talking to Ford I can't think of anything else to suggest. chargeanytime@ovo.com

Have you checked out tariff from other Energy Companies?

I’ve emailed the team, so will see if they can help.

If not then yes I will be looking for a new energy company, as this defeats the point me being with OVO. I love the flexibility of charge anytime. But if it doesn’t work then I can’t get the cheap rate. It will let me override to charge on full price, which makes me think it’s something within the app connecting with the car.

Frustrating as it worked absolutely fine for months, then just stopped. So somethings been changed or broken in the API which is now affecting it 😥

Not me Wall Box as it works fine with the app on the VW ID3

Hopefully the team will be able to help @vix noonan. Keep us posted with what they advise, the information may help other Community Members with a similar issue. 

Will do, really hoping they can sort this. Don’t want provider, but will have to if we can fix this
 

Only way I could get it to charge is to get up at 2:30 am to plug it in….THAT I am not doing again 😂 It’s fine if it can charge straight away. Always an issue if it has to stop & start later, which totally defeats the point of the app 😭