Answer
There may be occasions when your EV charger may show as offline in the Hive app. This can happen with any connected device, as signals may be affected by environmental factors, connectivity issues, or the charger’s built-in safety features.
The actions you can take to resolve offline issues will depend on the charger you have and how it connects to the Hive platform.
If your Hive EV charger goes offline, it will continue to operate using the last charging mode or schedule that was set while it was online. For example, if your charger was set to off-peak charging, it will continue to charge during the off-peak times you have set.
NOTE: You won’t be able to change the charging mode or schedule until your charger is back online and communicating with the platform again.
How your charger connects
- EO chargers and Sync chargers are typically connected via your home Wi‑Fi network.
- In some cases, chargers may use a SIM card (mobile data connection) instead.
We recommend that EO and Sync chargers are connected to Wi‑Fi wherever possible, as this provides a more stable and reliable connection.
If you need to reconnect your charger to Wi‑Fi:
For Sync chargers (using the Sync Energy app):
- Open the Sync Energy app
- Go to Charger Settings
- Tap Network / Wi‑Fi Settings
- The app will search for your charger using Bluetooth
- Select your charger from the list to continue
For EO chargers (using the Hive app):
- Open the Hive app
- Select your EV charger
- Go to Settings
- Tap Wi‑Fi / Connectivity settings
- Follow the on-screen steps to reconnect your charger to your home Wi‑Fi network
Possible reasons your Hive EV charger may go offline
Wi‑Fi related (EO & Sync chargers)
- The charger is too far from your Wi‑Fi router.
- Physical barriers such as metal, brick, stone, wood or concrete (for example, a garage) are blocking the signal.
- Your home Wi‑Fi or broadband service is down or unstable.
SIM (mobile data) related
- Mobile masts in your area are down, affecting signal.
- Poor signal due to location or network coverage.
- Bad weather (such as thunderstorms or snow/ice affecting masts) weakening the signal.
- A faulty SIM card.
Other common causes (all chargers)
- Power supply interruptions or the charger not receiving power.
- Voltage issues at your property. The charger’s safety features may temporarily disconnect it to protect your home and equipment.
Some initial checks you can do
Check the charger has power
Look for a light on the front of the charger or check whether your charging cable locks into your vehicle. If there is no power, check the main supply switch/fuse and make sure it is in the ‘on’ position.
If power is restored, wait 5–10 minutes to see if the charger comes back online in the app.
Check the charger lights
The lights on your charger can help indicate what it is doing. For guidance, see:
Check your connection
- If using Wi‑Fi: check whether your internet is working and if there are any local outages. You may need to contact your Internet Service Provider if there are known issues.
- If using SIM: check for any known mobile signal issues in your area.
Check for electrical issues
If you’ve noticed flickering lights or power surges in your home, this may indicate over or under voltage. When this happens, the charger’s load management system (built-in for EO, external for Alfen) may disconnect the charger as a safety precaution. If you suspect this, please contact support so we can review this further.
In-app troubleshooting
We also provide troubleshooting steps in the Hive app.
Go to your EV charger, or select “Fix your charger” from the dashboard, and follow the guided steps.