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Electric car charging support

Find all the information you need to help you with your electric vehicle charger.

Helping you solve your EV problems

Our help and support area has been designed to make it easier for you to troubleshoot any issue that may arise with your EV charger. We've also added some handy hints and tips to support any additional queries you may have around electric vehicles and charging.

We're sorry to hear that you're experiencing problems. We'll try to help you out as much as we can here.

If we can't answer your questions online, we'll direct you to someone who can.

Jump to post installation

If you have questions about the installation process, we have a whole page dedicated to home charger installation.

If you want to know more about home chargers you could try our EV hub for answers.

Jump to pre-installation

We have a range of guides and pages and articles that cover everything from the cost to charge to batteries.

We also have some general FAQ's here that may answer your questions.

General questions about EV charging

Pre-installation questions

In the section below you can find help and support with technical issues relating to your electric vehicle charger prior to installation. We've identified the key issues customers face before installing a charge point, to help you get the correct support for any upgrades you may need to implement before any work starts.

Further information on preparing for installation can be found on our installation page.

More about home charger installation

What to expect on the day of install

The day before your installation our engineer will give you a call, so you know when to expect them.
Your engineer will be a E.ON employee and will carry E.ON identification.
Your engineer will walk through the installation with you, making sure your charger is in the position you expected.
Your electricity will be off for around 30 minutes, the installation could last up to 4 hours.
We’ll connect the charger to your Wi-Fi, so have your Wi-Fi password to hand.
Your engineer will give you a demo of your charging point. If you already have your electric vehicle, try to leave the battery less than 100% charged, so we can show you the charger working.

Post-installation

If you run into any problems after we've installed your charger you can view our frequently asked question and troubleshooting tips below to see if you can resolve your issues without needing to give us a call.

Our guide to using your EV charger

Our charging guide will support through setting up your charger and performing your first charge. It also contains some troubleshooting tips and helpful FAQ's.

Download our post-installation guide

Troubleshooting tips

How can I add an additional user to my charger?

Open your app and select charging authorisation from the menu. You'll be asked if you want to allow only authorised charging - select yes.
At the bottom of the screen you'll see a button 'add co-user. Click this button to add another users details.
Enter the email address of the user you'd like to add, then click ‘invite co-user’.
An invitation will be sent out to the user and a message reading ‘response pending’ will be displayed on your charger.

If your recipient has not received an email, then please check the email address provided was correct and follow the steps again.

General queries about home charging

Installation instructions and conformity documents for the Vestel EV charger

Just in case you need it, we have a copy of the EVC04 installation guide that you can download here.

Still need to contact us?

We're sorry we've not been able to answer your query online. We've listed our contact numbers below so that you can speak to someone in our team about the issues your facing.

Our technical team are available 24/7 and all other lines will be open 9am-5pm, Monday to Friday.

Technical support and charger enquiries

0333 202 4417

Meter tails/isolator upgrades

0345 052 0000

EV charging for your business

We've worked with businesses, councils and developers to provide electric vehicle charging point solutions that can help you reach your carbon reduction targets.

See how we could help you.

Our guide to electric vehicle charging

Our electric vehicle charging guides are a deep dive into all things EV. From how long it takes to charge an electric car to finding public charging stations on the road, we've got you covered.

How long does it take to charge an electric car?

Read about charging speeds

How to charge your electric car at home

View home charging explained

Our guide to EV charging

Read our EV charging guides

How to charge your electric car at a public station

Learn about public charging