What does 'Out of Communication' mean?

If a charge point goes 'out of communication' it means it can't currently connect to our Central System (backend) and therefore can't send or receive instructions. The communication between the charge point and your car may be absolutely fine and it may still be charging your car. You don't need to do anything as the information stored within the charge point will be accurate so once the charge point is re-connected you will only ever pay for the power your car actually receives whilst connected (whether actively charging or not). 

We are aware when our charge points go out of communication and we have a dedicated team to get them back online as quickly as possible, so you don't need to let us know.

Ending your charge whilst a charger is Out of Communication

You can manually end your charging session by disconnecting your cable via your car, either using the infotainment screen or the car key. This in turn will unlock the cable from the charge point. If your cable does not get released, please see our guide My cable is stuck in the charge point.

Your char.gy app/account may still show an ongoing session even when you have disconnected from the out of communication charge point - this will update once the charge point is back in communication and will then display an accurate amount of power transferred and you will be billed appropriately. 

Starting a new charge

If you need to charge elsewhere in the meantime then you can do so by finding a new charge point, locating the charge point page on the browser or char.gy app and then following the steps given in order to start a charge.

What causes the charger to go Out of Communication

The charge points can go out of communication for a variety of reasons; usually it is because of a temporary drop in connection due to something local affecting the signal or power supply and it will resolve itself quickly. We are aware when our charge points go out of communication and an engineer will investigate if the charge point communication does not resolve quickly and automatically.

If a charge point is out of communication it will show as grey on our map and the details page will also display the relevant information. As soon as the charge point is back in communication it will automatically show as green again (or blue if someone is charging there).

If you need any further help you can email us on support@char.gy. If you have any immediate issues with charging or you are unable to disconnect your cable using your car computer please call us on 0800 086 9606 (Option 1).