Who to contact when you're experiencing charging issues

We understand it’s difficult to know exactly who to contact when you’re experiencing issues with your charging, so we’ve created this handy guide to help.

• Your DNO (Distribution Network Operator)
• Your installer
• The Ohme Team
• Your car manufacturer

Your DNO (Distribution Network Operator)

The DNO are the people who manage the electricity grid. There are different operators in different regions who are responsible for powering your home or business. They own and operate power lines, networks of towers, transformers, and electricity distribution infrastructure.

You should contact your DNO when:

• Your voltage level is too high or too low
• There’s a power cut
• You need to upgrade your main fuse

Not sure who your DNO is? You can find out who your distribution network operator is, and how to contact them, by entering your postcode on the Energy Networks Association’s postcode search tool here.

Your installer

Your installer will work alongside the Ohme Team to plan your installation. Once your charger has been installed, you should direct all questions about the physical installation to them.

Contact your installer if you’re experiencing issues with:

• The location of the installation
• Earthing
• Tripping
• Loss of power to the charger

Your car manufacturer

You should contact your car manufacturer for any questions relating to the car itself or any suspected issues with the car’s charging functionality, including things like:

• Suspected faults in the car’s charging circuit
• Questions about your car’s firmware/software
• Finding and setting your EV’s max charge rate

We’re here to help every step of the way, so if you notice anything unusual or if you’re worried something isn’t quite right, please feel free to contact our Customer Care team.