EV Charging Troubleshooting Decision Tree

Summary

This page provides step-by-step instructions to support customers with EV Charger issues.

Action

Before beginning a decision tree journey, first check to see if there are any EV Error Codes, as these will dictate what the customers issue is.

If the customer has no lights on their EV Charger, please use the Connectivity Issues decision tree for whichever charger they have.

TIP: The EV Safety Decision Tree is for the following issues: Smell or Visible burning from the charger or load management device; devices tripping continually; and a noisy device.

Charger Type, Warranty Length, and Ford/Lexus/Toyota Contact Details

Check how the customer's charger was purchased. Please also see below for details of the charger type & warranty cover depending on where the customer purchased the charger from.

Honda Moixa

Charger type - Alfen Eve Single Proline, Honda Powercharger

Warranty length - 3 years

Retail (charger only)

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation direct from Alfen.

Hive

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from first charge.

Lexus

Charger type - Easee Home, Alfen Eve Single Proline, Wallbox Pulsar Plus, Toyota Charger

Warranty length -

Contact Number - 01737 367741

Novuna (DEFRA)

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for length of lease

Novuna

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Hitachi Company Car

Charger type - Rolec - original. Alfen - interim solution until lowe cost option (i.e. Easee)

Warranty length - 3 Years

ABB

Charger type - ABB - 7.4kW ABB Terra AC

Warranty length - Warranty for 3 years from date of installation.

Lease Plan

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Lease Plan (Employees)

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Lease Plan (Centrica Salary Sacrifice)

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Lease Plan ( Schneider)

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Arval/Hilti

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Arval (AsrtaZeneca referral)

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Vauxhall

Charger type - Wallbox Pulsar Plus - from 6th October 2021 - running campaing for Alfen S-line & Hive

Warranty length - 3 years

Toyota

Charger type - Easee Home, Alfen Eve Single Proline, Wallbox Pulsar Plus, Toyota Charger

Warranty length - 3 years

Contact Number - 01737 367600

RAC

Charger type - Alfen S Line SIngle Phase 7.4kW

Warranty length - Warranty for 3 years from date of installation.

Lotus (Execs)

Charger type - Alfen Eve Single Proline Single, Easee Home

Warranty length - 3 years

Ford

Charger type - Ford Connected Wallbox (Webasto Charger) EVbox Elvi 7.4kW

Warranty length - 3 Years

Contact Number - 020 3564 4444 (Option 6)

Charger type -

Warranty length - Not covered under warranty.

Next Steps

What is the customer's issue?

Alfen Charger Connectivity Issue

Charging Issue

EO Charger Connectivity Issues

EV Safety

Audit History

Add notes here if prompted.

No audit history present.