Important news for Indra charger owners - it’s time to set up your new Indra app

You’ll probably need to check with Indra.

Try 01684 770 631

Please note that their team is pretty small so they may take a while to answer if they’re flooded with calls.

Hi ​@Paulh18765,

Indra have some troubleshooting tips on their website here. They mention:

Double check your charging schedule on the app. Perhaps your EV wasn’t scheduled to charge like you thought?
If that’s the case, you can always tweak your charging schedule in the settings section so it’s correct next time – please ensure that your EV is not plugged in when changing schedules as they will not take effect until the next charging session!If you’re using more peak-time power than you expected, it’s worth knowing that sometimes off-peak isn’t long enough to add what you’ve requested within the timeframe you want (e.g. your schedule is set to add X number of miles).In these cases, the charger will use peak time charging as a top up. You can solve this by extending your schedule or tweaking the requirements of the charge request.

 

It could be a power supply failure. You might have received a phone notification about it. Here’s how to diagnose a power problem:-Did your neighbours also have a power cut? This might be a temporary power outage in your area, which meant your EV couldn’t be charged as scheduled.-Are there no lights showing on the front of your charger? That means there’s a power problem with it. Double check your RCD is on.

 

It could be an EV problem. Sometimes an EV won’t accept a charge, even though the charger is ready. This could be for several reasons:
- The battery is already full.
- There’s already a charging schedule set on your EV, and it clashes with the charger’s schedule. Turn off all scheduling on your EV to fix this problem.

 

Check the indicator lights on your charger. Are you seeing any red or purple indicator lights? This indicates there might be a problem with the charger Please follow the steps under ‘diagnosing a problem’.
If your charger has been offline for a while, it might not have been updated with any schedule changes you’ve made. If this is the case, an offline charger will default to the previously saved schedule.

If none of the above helps, Indra’s contact details can be found on their website here, and our Charge Anytime team can be reached at chargeanytime@ovo.com.

Hope you get some answers soon!

Hi ​@Jasmin10,

Thanks for this update, and sorry to hear you’ve been passed back and forth - sounds like this change is causing some work for our teams and for Indra. Did you try a scheduled charge last night?

​@Laccy40 thanks for your post, and I’ve added your EV badge to your Forum profile so that other EV owners on the Forum can recognise you 😁. I know ​@Blastoise186 has mentioned on another thread that he’s spoken to Indra and they are experiencing some issues, and probably very high call volume because of it. Please do keep us updated as to how you get on when you contact them. I hope this Forum topic might come in useful for you:

I’ve just created an account on this forum to say that I’m having the exact same issue as OP.

Indra have said the following things are to blame:

• my internet provider is to blame - but they would not provide details of the server/port that they need access to from the charger
• that my ethernet cable is the issue but I am a software engineer so ran ping against the charger whilst on the phone and have a stable connection.
• Then they said that there’s a firmware update for the device which improves connectivity - I did not see the normal firmware update lights on the unit and they were unable to explain why they did not suggest trying that first.
• They then sent a screenshot which apparently shows a patchy connection from my charger to their servers - but my business internet is pretty stable when I use it for calls etc.

Then I come to the forum and see (in another thread):

They [Indra] wanted to mention that they’re also working like mad to get everyone migrated over at the moment and are also working pretty hard to get everything stable

So “working hard to get everything stable” sounds like what’s happening, but they don’t want to admit fault and have me and others asking for a refund on having to use boost mode until they get things sorted.

I can’t help but feel they are stalling for time on support tickets without wanting to admit fault and potentially open themselves to folks asking for the charge anytime credit from them.

I’ve also faced a near complete lack of charging since the migration (though I did not have any issues during the migration process). Indra have not been able to provide a solution so far.

see: 

Hi Ben_OVO, no I still haven’t needed to do an overnight scheduled charge as living in the glorious south east I have been lucky enough to grab a few miles charge from solar in recent days (may change soon!).

We keep being reminded that Indra only have a small team, but surely the weekend after they send out the email to do this, they should have expected both high volume of calls and emails for assistance, especially as it seems things did not go smoothly for a lot of people, and managed staff accordingly?

I work in social care and we are not allowed to say to our ‘service users’ that we are short staffed (which we often are) as this gives a negative view to the service user - but I don’t seem to get the same standard back from services I use.

Why not stagger the emails from OVO to make the transition more smooth?

Jasmin

After a few days of everything appearing smooth, I woke up this morning to a car that hadn’t charged.   Fortunately I wasn’t going far today and can manage, but *many* days this would be an unmitigated disaster.

I got home yesterday about 3pm and plugged the car in.    When I went to bed at about 11pm I checked the apps and the car hadn’t started charging:

• The Tesla app said the car was plugged in and waiting to charge
• The OVO app was set to be ready at 6am and said it was ‘planning the next charge’ (or something similar)
• The Indra App said the charger was offline 

I checked the charger and it was showing a solid white light - which as far as I know means the charger thinks it is OK and online.

I rebooted the charger - this corrected the Indra App to showing the charger was online and the car plugged in. For good measure I unplugged and re-plugged the charger cable to the car and changed the ready time to 6:50am to give it an extra ~hour and went to bed.

Apparently the OVO system never initiated charging.     To help me avoid similar situations in the future how to I go about working out what went wrong?

Thanks,

Rob.

Hi ​@bdawg,

I’m sorry to hear of the issues you’re experiencing. On this other thread ​@timpratt32 advised a workaround they used:

I had some problems after the process of installing and setting up the apps:

• The new Indra app showed blank tiles without information about the charger.
• The OVO Charge Anytime app showed that the charger was not connected.
• The car wasn’t charged by the morning.

This is what I did to fix it:

1. Removed all schedules from the old Indra app (one by one for each day).
2. Pressed boost on the charger manually.

At that point, it all came to life and both apps showed the charger connected and charging. I then stopped the boost in the new Indra app and it continued charging according to the schedule set in the OVO Charge Anytime app instead.

I’m not sure whether this might help your case? 

Hopefully Indra get it sorted on their side soon...

I've had a similar experience, with the Indra App saying the charger is offline, but the charger itself saying it's ok with a solid white led. Indra seem to have a problem with this at the moment!

I did the same as you and rebooted the charger. In my case that solved the problem and Charge Anytime duly did its charge..

It seems like this new system will need to shake down and stabilize...

Thanks Ben, but that does not seem to be the problem in my case.

I am pleased to report that my car did get charged yesterday evening and overnight (on the 4th night).

The ovo charge anytime app did seem to be getting data 40-50mins behind real time last night, so assume that’s part of the issue on the Indra side at the mo.

​@remay_uk, ​@bdawg just to let you know I’ve added EV badges to your Forum accounts so that other Forum members with EV’s can recognise you.

I’m really sorry to hear that these issues are still continuing, I can’t tell exactly as I don’t work for Indra, but it sounds as if they are having issues their side which are affecting a number of people. I can only suggest contacting both Indra and our Charge Anytime teams to get advice from both sides about what to do here.

Just to let everyone know we’ve had the following update from our Charge Anytime team:

Thanks again for your feedback and sorry your experience of the mobile apps hasn’t been good so far. Our team are working to make sure that we’re making the right improvements for our customers in future. 

 

Once you’ve moved over to the Indra and Charge Anytime mobile apps, you’re no longer able to use the legacy Indra web app. All customers will also start losing access to the web app from 8 May, and will need to use the mobile apps going forward. 

 

Now that your charger operates with the Charge Anytime app, some of the features will be different. For example, the scheduling optimiser (which is still powered by Kaluza) needs to reset between charging sessions. Otherwise a new schedule won't be loaded and your vehicle won't charge. So once you’ve charged one vehicle, unplug it and wait around an hour to allow the optimiser to reset. After that, you can plug in your next vehicle, set your desired “ready by” time, and the app will take care of the rest.

I hope this helps

Thanks ​@bdawg for letting us know.

Just to let everyone know we’ve had the following update from our Charge Anytime team:

Thanks again for your feedback and sorry your experience of the mobile apps hasn’t been good so far. Our team are working to make sure that we’re making the right improvements for our customers in future. 

 

Once you’ve moved over to the Indra and Charge Anytime mobile apps, you’re no longer able to use the legacy Indra web app. All customers will also start losing access to the web app from 8 May, and will need to use the mobile apps going forward. 

 

Now that your charger operates with the Charge Anytime app, some of the features will be different. For example, the scheduling optimiser (which is still powered by Kaluza) needs to reset between charging sessions. Otherwise a new schedule won't be loaded and your vehicle won't charge. So once you’ve charged one vehicle, unplug it and wait around an hour to allow the optimiser to reset. After that, you can plug in your next vehicle, set your desired “ready by” time, and the app will take care of the rest.

I hope this helps

This helped me trudge through the fun of setting up the new Indra App. Thank you!

Is it possible to add to the faq to wait between swapping vehicles and add to pre heat the car you need to use boost/urgent charge if it's already finished charging otherwise it won't deliver any power to the car.

This week seems to be working a lot more smoothly and haven't had a no charge experience 👍

Good calls ​@stead .

I'd also like to see an ability to stop an Urgent Charge. I accidentally pressed the button, and discovered that once pressed it disappears so can't be - um - unpressed!

To cancel, I had to physically disconnect the car from the charger. 

Surely this should be easier.

Hey ​@stead and ​@MikeyB, 

I forwarded on your suggestions to the Charge Anytime team and they’ve shared some guides that might be helpful. 

“Now that your charger operates with the Charge Anytime app, some of the features will be different. For example, the scheduling optimiser (which is still powered by Kaluza) needs to reset between charging sessions. Otherwise a new schedule won't be loaded and your vehicle won't charge.

If experiencing this issue when charging multiple vehicles:

Once you’ve charged one vehicle, unplug it and wait for 15 minutes to allow the optimiser to reset. After that, you can plug in your next vehicle, set your desired “ready by” time, and the app will take care of the rest.

If experiencing this issue when charging a single vehicle:
If your EV doesn’t accept charge when it’s offered by the charger, for a period of 20 minutes, we’ll assume the EV is fully charged and remove schedules from the charger.
If the app initially shows schedules when the EV is plugged in but then stops displaying them after the EV stops charging, please:

• Check for any settings in the EV that could restrict charging.
• Unplug the EV for 15 minutes, then plug it in again to reset the charging schedules.

Additionally, here are some additional troubleshooting steps I need you to run through:

• Make sure that your charger is now linked and showing within the Indra standalone app - you can download the app from Google Play / App Store
• Make sure your charger is online. If the LED status is solid white, the charger is online and connected to the charging platform (the Indra app will also confirm this). If it’s offline, the charger will be flashing purple (the Indra app should also confirm when the charger is offline). When the charger is offline, smart charging/charging via schedule won’t work. We recommend turning your charger off for 30 mins for a full reset. If this doesn't work, you'll need to contact Indra support. 
• Make sure there are no schedules set in your vehicle, your vehicle app or the Indra app.
• Unplug for 15 minutes to let our smart charging optimiser reset.
• Make sure your charger is unlocked - the settings section of the Indra app gives you the option to lock or unlock your charger.
• Make sure the vehicle is in a state ready to accept charge before plugging in - you can ‘wake up’ an EV by unlocking, opening and closing a door, then locking again prior to plug in.
• Plug in, set a new ready by time and let the Charge Anytime app do the rest.”

If the above suggestions don't resolve your issues, please contact the Charge Anytime team for further assistance. Their contact information is below

Charge Anytime - 0330 175 9678 (option 2 for existing customers) or chargeanytime@ovo.com.
 

Hopefully this helps!

Hi can I check , once downloaded the Charge Anytime app (which looks to be working ok), does this make th 'Your EV' section of the OVO app and the EV section of the website unusable ? When I go into these I see messages . Just want to make sure this is as expected ? 

Thanks

Hello ​@nmt79, has it resolved? No the EV section of the web site will continue to work and, at this moment, is working fine for me, though I will admit I’ve seen that message before.

Can you give us more information, I assume it’s a Indra charger given the thread so the status of the Indra app would be a help.

Hi thanks for the message . It is an Indra charger , in fact it's a new one installed earlier this month to replace a faulty one. I think the timing of this, changing the app, and also having a faulty car all at the very same time has somewhat made it difficult to understand what might be causing issues. 

Indra app is all working fine. 

Since posting this message OVO got back via email and said the below  regarding the charge anytime app Vs the OVO app, so I assume it's all right and only the charge anytime app now shows the usage…

Thanks 

you'll be using the Charge Anytime app now, where you'll see the charging data and savings.    As long as you can see those then were all good.    You'll not be using the Ovo online account now. only Charge Anytime app.

Hey ​@nmt79,

Have you managed to check your usage on the Charge Anytime app? I awarded you an EV badge for your profile so we know that you’re an EV owner 🎉

Hi ​@Chris_OVO Thanks - yes Charge Anytime app is working fine , thanks. I understand the normal Ovo App (under ‘EV Charger’) and the Ovo website (under ‘Your EV’) no longer functions, hence the error messages i reported. 

I would recommend anyone reading this to NOT set up their Indra app and leave it on the web app. The Indra integration with the Charge Anytime App DOES NOT work and Ovo / Indra do not have a solution to this at present. Don’t make the same mistake many of us have made.

Hopefully there is a lesson learnt here to actually test things properly before they are rolled out to customers. 

So I’ve updated, everything says it was successful, plugged in last night, and nothing. No charge. Waiting for replies from Indra and OVO support although if it had worked properly in the first place. 

I unplugged and replugged the charger into the car, it started charging, but has stopped again after adding only 3.8KW. and the lights are flashing green which doesnt seem to feature on Indra’s troubleshooting list

Reading the intro on this page, what does “Now that your charger operates with the Charge Anytime app, some of the features will be different. For example, the scheduling optimiser (which is still powered by Kaluza) needs to reset between charging sessions. Otherwise a new schedule won't be loaded and your vehicle won't charge.” mean???