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OVO Smart Charger stopped working - can you replace?

  • 4 December 2019
  • 31 replies
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My ovo smart charger tripped both switches in the consumer unit last week when plugged in overnight. Flipped the switches back up and the unit powers on but no longer works with my car! When plugged in it tries to charge but then the Car says there is an issue with the power source.

When are you able to send someone out this week to have a look or replace under warranty ASAP please?

It's definitely the charger as I have tried changing to a spare cable and the same issue but when I try another charger on my car it works fine.

 

Shame as it was working ok for the last 2 months until this happened

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Best answer by SR3 5 December 2019, 09:45

@rajan have you contacted customer services? They should be able to sort this out for you…

 

Kaluza email: support@kaluza.com

OVO email: hello@ovoenergy.com

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@rajan have you contacted customer services? They should be able to sort this out for you…

 

Kaluza email: support@kaluza.com

OVO email: hello@ovoenergy.com

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Cheers have emailed but still not heard anything back.

Also sent messages on here but again nothing back yet

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@DarrenG or @PeterR1947 might be able to help with this one, @rajan. They’re both pretty clued up when it comes to V2G and chargers!

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@DarrenG or @PeterR1947 might be able to help with this one, @rajan. They’re both pretty clued up when it comes to V2G and chargers!

Maybe some loose wires inside or the unit needs to be swapped out?

Currently having to resort to a slow 3 pin plug so a swift fix would be appreciated!

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Can’t help I’m afraid, could be anything inside, just sounds like a faulty charger

 

Peter

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Still waiting to hear back about arranging a repair/visit.....

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@Nancy_OVO @Darran_OVO 

Still not heard anything back from kaluza about replacing/fixing the faulty unit yet....

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Sorry to hear that @rajan - we’d recommend chasing this up with the Kaluza team directly.

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@Nancy_OVO 

 

Have tried but still no replies...

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3 weeks later and still no attempt to fix the broken charger...…

Will be making posts on other electric car forums so everyone knows how bad the ovo or kaluza customer service is when there is a problem with the charger.

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Aagh! This is not good @rajan 

As you seem to be talking about the Smart Charger rather than the V2G Charger, can you first confirm that OVO/Kaluza have used the same (separate) 4-module Consumer Unit that Member @piersjk posted some photos of on this thread here?

Although the symptoms which you describe do suggest that there is now a physical fault within the charger, please do have a look at the comments regarding similar problems with the V2G Charger, and in particular the advice from @PeterR1947here.

You will see from these other Topics that we’ve been discussing possible reasons for these sudden Charger failures. Although Moderator @Darran_OVO and I disagreed somewhat on the nature of the Surge Suppression within the EV Chargers, I am still veering towards the two possible reasons for catastrophic failure as being either

A: lack of surge suppression to protect the charger electronics itself (the EV is protected however, within the CHAdeMO standard).

B: incorrect analysis of when an earth stake is required during installation (a difficult subject, but there are Forum Members who have experience in this field)

I don’t have the Electricity Distribution drawings for your geographical area of Croydon, but it would be interesting to know if your house did or didn’t have an earth stake before the EV Charger was installed.

@Darran_OVOhas now left OVO :disappointed_relieved: , so I’m tagging both @Nancy_OVO and @Tim_OVO to ensure that the relevant engineering team in Kaluza are pointed in the direction of this discussion.

Feel free to add details of symptoms and observations here @rajan even tho’ Kaluza won’t be able to respond until the new year. You do not need to be technically knowledgeable in order to contribute, nor use the correct engineering terminology. Keep it simple, and let’s leave the engineers to delve into the technicalities!

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Have tried but still no replies...

 

I’ve been advised that an email reply was sent to you earlier today @rajan - I’ll be posting a new topic to advise others who might be effected once I have more info  :)

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Aagh! This is not good @rajan 

As you seem to be talking about the Smart Charger rather than the V2G Charger, can you first confirm that [color=#009030]OVO[/color]/[color=#00c030]Kaluza[/color] have used the same (separate) 4-module Consumer Unit that Member @piersjk posted some photos of on this thread here?

Although the symptoms which you describe do suggest that there is now a physical fault within the charger, please do have a look at the comments regarding similar problems with the V2G Charger, and in particular the advice from @PeterR1947here.

You will see from these other Topics that we’ve been discussing possible reasons for these sudden Charger failures. Although Moderator @Darran_OVO and I disagreed somewhat on the nature of the Surge Suppression within the EV Chargers, I am still veering towards the two possible reasons for catastrophic failure as being either

A: lack of surge suppression to protect the charger electronics itself (the EV is protected however, within the CHAdeMO standard).

B: incorrect analysis of when an earth stake is required during installation (a difficult subject, but there are Forum Members who have experience in this field)

I don’t have the Electricity Distribution drawings for your geographical area of Croydon, but it would be interesting to know if your house did or didn’t have an earth stake before the EV Charger was installed.

@Darran_OVOhas now left OVO :disappointed_relieved: , so I’m tagging both @Nancy_OVO and @Tim_OVO to ensure that the relevant engineering team in Kaluza are pointed in the direction of this discussion.

Feel free to add details of symptoms and observations here @rajan even tho’ Kaluza won’t be able to respond until the new year. You do not need to be technically knowledgeable in order to contribute, nor use the correct engineering terminology. Keep it simple, and let’s leave the engineers to delve into the technicalities!

 

cheers for the reply, it is indeed a smart charger (although not so smart at the moment!)

here’s a photo of the separate they put in:

 

there is still power to the rest of the hose so the main fuse hasn’t gone but I didn’t have an earth stake installed as it was inside the garage and just before the change of regulations I think.

Maybe an earth stake is required when they hopefully eventually get around to admitting there is a problem with the charger and replacing it?

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Have tried but still no replies...

 

I’ve been advised that an email reply was sent to you earlier today @rajan - I’ll be posting a new topic to advise others who might be effected once I have more info  :)

@Tim_OVO 

did finally get an email reply today but all it said was there’s a problem with your car even though the charger doesn’t work with either my tesla or nissan leaf and both of these work fine with every other type 2 charger I have tried.

sounds like they just don’t want to honour the warranty and pay out to have the unit replaced which is awful!

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Thanks @rajan 

I’m sorry that the link I tried to provide to @piersjk’s photos got mashed up. It should have been this.

Your RCD units look identical, but his installation has an MCB with a C-curve, rather than the more common B32 which you have. I use C-curve trips on circuits that are likely to incur high surge currents, such as my well-pump and the machine tools in my workshop.

However, nothing you have written above suggests that your Smart Charger would’ve fared any better if you’d had a C-curve MCB.

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Turning to the matter of the email you’ve received from Kaluza@rajan, if the symptoms you’ve carefully described here are accurate, then I don’t agree with Kaluza’s diagnosis.

I’m just going to tag @D10hul here because he’s been the main link person for customers on the V2G Charger Trial.

You should not jump to the conclusion that OVO/Kaluza are merely trying to avoid a warranty obligation. Firstly your charger and its installation fall under the terms of the Consumer Rights Act (2015) which is administered through Citizens Advice Bureaux and an Arbitration Tribunal.

Secondly, you are part of a group of us who are all new to this technology and are providing important technical feedback to the design teams at Kaluza and Indra. You are not alone, and you’ve already received a response today from one of the two most senior Moderators!

Let’s just wait and see what @D10hul has to suggest first, and we will then act together to ensure that the condition of your Smart Charger is brought to the attention of the relevant engineers. The mode of failure is a very important part of the development of this technology. And that issue is more valuable to the designers than the cost of fixing your charger!

Now pour yourself a glass of whatever you fancy and have a relaxing weekend!

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Hello @rajan @Transparent  is this a V2G or the smart +? I have personally had a few hiccups with the smart charger in similar circumstances usually after a power cut, I rest the unit and then press the boost button while it’s plugged into the he car this then re-activates the unit, check to see if you have the white lights in the unit, they have a special RCD, they are ultra sensitive and this could be the issue and not the unit, I will ready through everything tomorrow and see if I can help a little more ! 

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Hello @rajan @Transparent  is this a V2G or the smart +? I have personally had a few hiccups with the smart charger in similar circumstances usually after a power cut, I rest the unit and then press the boost button while it’s plugged into the he car this then re-activates the unit, check to see if you have the white lights in the unit, they have a special RCD, they are ultra sensitive and this could be the issue and not the unit, I will ready through everything tomorrow and see if I can help a little more ! 

Thanks it's a smart+ untethered unit and has the white dots and solid white light. Then when I press boost it changes to blue but doesn't charge in either of these modes.

@D10hul @Transparent 

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@rajan, thanks for clearing the issue up, yes that sounds like a faulted unit, I couldn't help any further with that unit, am more experienced with the V2G and leaf connectivity side. 

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Thanks @D10hul 

 

Hopefully @Tim_OVO  and @Nancy_OVO  can push kaluza to replace the unit asap!

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Thanks @D10hul - is the rcd you’re referring to the Chint one shown in @rajan ‘s photo above? Or are you suggesting there’s another one within the Charger unit?

His Chint one shows itself not tripped, but there’s no harm in Rajan pressing the orange test button and then resetting it by moving the blue lever back to the up position.

Do we know of anyone with either of the Kaluza EV chargers who has anti-surge devices within their consumer unit?

Here’s a picture I’ve posted before which shows my main anti-surge units connected close to the main busbar in my own consumer unit

 

As I live in the rural Westcountry, we have long overhead feeds on the local distribution network, so having surge-suppression at the point where the incomer splits to feed the individual power rings is a sensible precaution.

I’d be very interested to know if Smart chargers and V2G chargers still fail when the house has anti-surge protection.

(Surge suppression is one of my “specialist subjects” and I’m deliberately avoiding going too deep into the technicalities at this stage.)

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@Transparent  like mine we both have a separate RCD, theres no harm in trying a few rests leaving the unit off for a minute or 2, (power cycling) but if it lit as suggested and is responding to boost and is visible in the Smart charger App then I would think it is faulty, first one I have heard of faulty though. 

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Cheers for the idea @Transparent  and @D10hul  but have already tried a few times switching the unit off from the consumer unit bit still no difference.

As @D10hul  said the unit shows power and boot is available so 90+% sure it's an issue with the unit itself which needs to be swapped.

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That’s unfortunately what I expected @rajan … but there was always the faint hope that the charger might have resurrected itself when the power gets reapplied!

I expect that Kaluza or Indra will be just as eager to retrieve this charger to diagnose what state it failed in. We shouldn’t imagine that it’s going to take a tremendous lot more effort to get them to swap it out!

This Smart Charger technology is extremely important to the entire future of the UK electricity distribution system. There are many others watching from the sidelines to see that it’s made to operate correctly… and that includes my MP!

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