I thought it would be helpful if I described my recent experience in trying to extend the subscriptions to Renault’s connected services.
On it’s third birthday, all of my Renault Zoe’s connected services stopped working and so did Ovo’s Charge Anytime app. Charge Anytime’s reported mileage and battery status did not update further despite having driven and recharged several times.
In the Renault app and website (https://my.renault.co.uk/contracts.html) those services were just shown as “Ended”. I gather each should have had an “Extend” button but this was absent.
My dealership was unable to help and could only direct me to Renault Customer Services (034 433 50000). I called Renault and had to provide the car’s original registration (I have a “cherished” number plate) and Vehicle Identification Number. (VIN).
In an email, Renault replied “Since the Easy Link website is not yet available, you will not be able to renew the services by yourself, therefore I am happy to request a one year extension for the Remote Control Pack & Smart Navigation, free of charge, once the current subscriptions appear as 'Completed' on the system. Kindly note that these subscriptions can take up to 72 hours to become fully activated and same happens for the deactivation which is currently in progress.”
After 144 hours in the app/website the “Pack Remote Control” detail had only changed to “Pending”. I emailed Renault again. The customer services representative replied that this service “still appears to be at “Activation in progress”. I was asked to provide screenshots of the car’s multimedia screen showing the Data Sharing setting, the Software Version and the Network Status.
Renault replied “I am contacting you today to inform that the technicians had to reactivate the communications with the TCU (Telematics Computer Unit) in your vehicle. For this reason it might take yet another 2 or 3 days to confirm whether this situation is resolved and the Remote Control Pack is 'Activated'.”
A mere 144 hours later and a “park in a strong mobile phone signal area, turn the car off, wait five minutes and turn it on again” exercise as instructed by Renault, the system updated and both the Renault and the Charge Anytime apps began working again. Now I can again benefit from Ovo’s Charge Anytime tariff.
Heaven alone knows what will happen when these services need extending again.
