Outcome
Advise the customer to contact the Distribution Network Operator (DNO).
Give the customer the details so they can contact their DNO. The customer might ask you for a screenshot to give the DNO as evidence, these can be exported from FLST. Then use this link to direct the customer to their DNO https://www.energynetworks.org/customers/find-my-network-operator
Please find an email template for a DNO referral & the link we use to find out who the network operator is for the customers area.
Who’s my network operator? – Energy Networks Association (ENA)
Good afternoon
As discussed in our conversation earlier and the reasons why you are experiencing problems using your EVCP. This is due to ……………………………
I have attached a screenshot of your recent charging transactions.
The left hand column indicated your charging sessions and the two most farthest right hand columns indicated the maximum and minimum voltage reordered during those sessions.
| Date and time. | Max Voltage | Min Voltage |
| Sun, 24-Sep-2023, 21:24 | 253.00 | 238.00 |
| Sat, 23-Sep-2023, 23:32 | 255.00 | 234.00 |
| Wed, 20-Sep-2023, 21:15 | 247.00 | 241.00 |
| Wed, 20-Sep-2023, 20:57 | 247.00 | 244.00 |
*Where this is a – this can indicate the voltage was too low to be recorded or the charger was not connected long enough to register the data*
When the voltage drops below 217 or exceeds 253, it will trigger the matt-e to trip/interrupt the charging cycle.
We would recommend you contact your DNO (Distribution Network Operator); according to our systems yours would be UK Power Networks, to request they investigate and where possible stabilise the supply so that you are able to charge uninterrupted.
