2.7 Faulty Chargers

Sometimes, there may be faults on the chargers. VEV-IQ will notify you of this, and there are some steps to triage and resolve this yourself, or you can request support from VEV

Disconnected Chargers

• On the 'Charging Stations' page, disconnected chargers will appear dark grey with a red "disconnected" label

Check if the Charger is Marked Inactive

1. Go to 'Charging Stations'
2. Click the pencil icon next to the disconnected charger
3. Ensure the “This charging station is inactive” box is unchecked

Verify Internet Connection and Power

• If the charger remains disconnected, check the site’s internet connection and power supply
• You may need to reset the router or restore power on-site

Contact Field Engineer

• If the above steps don’t resolve the issue and you have VEV’s Assurance package, a Field Engineer will be dispatched to fix the problem

Faulted Chargers

• On the 'Charging Stations' page, the connector will appear in red

Investigate the Error

• Go to 'Charging Stations'
• Click the down arrow 🔽 next to the faulty connector
• Review the information provided by the charging station

Remote Reset the Charger

• Click the 'three dots' next to the charger
• Select 'soft reset' to restart the software
• If the issue persists, select 'reboot' to restart the hardware

Request VEV Support

You can contact VEV support via the following methods:

• Email: support@vev.com
• Helpline: +44 770 016 0424
• Service Director: iain.dyer@vev.com