Who to contact when you're experiencing charging issues

We understand it can be confusing to know who to contact when something’s not working as expected. This guide explains who to reach out to based on the type of issue you’re experiencing.

• Your DNO (Distribution Network Operator)
• Your installer
• Your energy supplier
• Your car manufacturer
• Ohme Customer Care Team

Your DNO (Distribution Network Operator)

The DNO are the people who manage the electricity grid. There are different operators in regions across the UK 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 if:

• Your voltage levels are too high or too low
• There is a power cut in your area
• You need to upgrade the main fuse to your property

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 (for independently arranged installations)

If you arranged your charger installation directly with an electrician or EV charger installation company, not through Ohme, they’re the ones to speak to about any problems with the installation.

Contact your installer if you are experiencing:

• Concerns about the location of your charger installation
• Issues with earthing
• Tripping, where the breaker is cutting power to the charger
• Loss of power to the charger

Note: When an installer revisits your property, they are required to complete a Site Acceptance Test (SAT) form. This helps confirm whether the fault is due to the installation or the charger itself.

Your Energy Supplier (e.g. Octopus Energy)

If your charger was installed by your energy supplier, such as Octopus Energy, they should be your first point of contact.

Contact your energy supplier if:

• You have any concerns following the installation
• You need help diagnosing a charger or installation fault

Their team will liaise directly with the Ohme Customer Care Team to help resolve the issue.

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