Charger disconnected or offline

A connected charger needs its link (Wi-Fi, network cable or 4G) to authorise charges, count them and receive updates.

Safety first

Never open the charger or the electrical panel: only a qualified person may work on it.
Burning smell, abnormal heat, smoke or crackling: stop charging from the vehicle or the app, do not touch the charger again and have a professional cut its power.
In case of smoke or flames, move away and call 112.
Never force out a hot or damaged cable.

Check that the router or the Wi-Fi the charger is linked to works, and that it has not changed (new router, new password).
For a 4G charger, see whether coverage has changed on site.
Open the charger’s app: many show how long it has been offline.

Describe what you see: the price is quoted before the visit.

Your request

What you need

Is the charge point down?YesNo

City

How we get back to you

Email or phone: we need at least one to get back to you.

Phone

Add details (optional)

Describe the situation

Include the exact message, when the fault started and how many charge points are affected. Do not open equipment to answer.

Do not enter passwords or access codes. This form accepts text, not attachments.

Country

Your name

Charge points affected

Postcode

Your role on this site

Company / site name

Charge point address

Company or person to invoice, if known

For information, to be checked before ordering. Name only, no bank details. This entry does not commit the named party or give them any access.

You get a lead time and a price before any work starts. No cold calling.

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Your request

Scope, price and lead time are confirmed before any work starts. You pay afterwards, on receipt of the invoice.

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