Problems with Ovo Charge anytime app since change with Ohme and Renualt app

I’ll ask the team ​@jonoparton & get back to you, in the meantime let me know if they respond to your email. 

What a surprise my car still isn't charging!!!

Plugged the car in, 10 minutes later the app updated saying away from home. Even though my car is literally sat in my drive attached to the box on the side of my house like usually.

This is getting beyond a joke. All I want to do is charge my car and at the discounted rate. But instead I am meet with an app that constantly doesn't work. 

Amy suggestions on this next problem?

How frustrating, I’m sorry to hear that. I’ve reached out to the team internally ​@ZO23, I’ll let you know when I get a response. 

​@Emmanuelle_OVO I have called OVO this morning and spoke with Jorden, who was extremely helpful. She has arranged to call me back at 1pm today when I am at home connected to my charger.

This is the first time someone at OVO has actually been helpful and listened to me 💪🏽💪🏽 without telling me everything is fine and can't see any problems their end!

At last THANK YOU JORDEN !!

Update

Jorden never called at 1pm after scheduling a call and sending a confirmation email. I waited until 1.15pm as she could be on a call or in the middle of something which is understandable.

Still no call by 1.15pm, so I called myself. 40 minutes on hold, to be told Jorden couldn't be found - surprise surprise!

So I spoke with someone else. Who was helpful and i am just hoping everything now works.

​@jonoparton have you had any luck yet?

The gentleman I spoke with today advised to unlock the ohme box before plugging the car in and then locking it once unplugged.

The whole experience from the app to the customer service has been abysmal. If it wasn't for a £190 exit fee I would have moved energy companies. To be unable too charge a car for 6 weeks because of an app, isn't acceptable, especially as we live in a world that runs on apps!

Not only have I wasted my time with the numerous phone calls and emails, but I have lost money. Charging at my standard rate and having to leave work, which I've had to take unpaid as my lunch break is too short,  then add in an increase on my monthly bills! 

I hope OVO sort it out! 

Hi ​@ZO23, I’ve used my car this week and just plugged it in. At the moment it looks to be set up ok and set to smart charge from 11.30pm. Who knows if that will happen but I’ll let you know in the morning. 

Is your EV plugged in and what is your app showing you? 

Charging didn’t work overnight.

Oh no ​@jonoparton 🤦🏼‍♀️ so mine charged over night but only to 75% 🤷🏼‍♀️ my app screen looked just like yours last night!

A couple of things I have noticed, I changed my charge levels to 0% and 100%.

Plugged my car in, took about 10 minutes to acknowledge the charger was in and then planning your next charge. I kept an eye on it as I have no confidence this is going to work! 

About an half and a half had past and I noticed the car hadn't updated for over an hour and the little green light had turned to orange.

Out in the pouring rain I went unplugged my charger! Waiting for about 10 minutes again for the app to update my car wasn't plugged in.

Back in the rain to plug in, again waited 10 minutes for the app to realise it was plugged in but changed my charge levels to 20% and 100% 

I had already checked my Ohme app which had scheduled a charge so I knew the car would charge. Which isn't the point as I wouldn't get the discounted rate.

Why would it only charge to 75%, that's no good when it's needed for long journeys, it just means I potentially have to stop off and charge, again costing extra!

Hey ​@ZO23, 

We apologise that you're still experiencing charging issues. Charge Anytime is designed to charge your vehicle when the grid is at its greenest. This means charging won't start immediately after plugging in; it may begin sometime later.

If you continue to experience issues, our Charge Anytime team is available to help. They can triage the problems with you and offer advice. You can reach them at 0330 175 9678 (Option 1 for new customers, Option 2 for existing customers) or via email at chargeanytime@ovo.com

This doesn’t explain the problem. 
 

there is something wrong with you tech because I clicked to urgently charge my car on Friday and the app is stuck on this screen since then:
 

I charged it (at the non charge anytime rate) via Ohme app on the weekend so your app isn’t connecting to my EV.