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...