95% of Charging Issues Easily Resolved: Quick Solutions
Welcome, Net Zero News readers,
In an eye-opening revelation, the latest AA EV Recharge Report for January 2025 has unveiled that a staggering 95% of issues faced by electric vehicle (EV) drivers at charging stations can be resolved with just a simple phone call. This statistic not only highlights the potential simplicity of troubleshooting but also underscores the importance of effective communication between EV users and charge point operators (CPOs).
The report indicates that the primary reasons drivers find themselves in contact with CPOs revolve around starting the charging process and difficulties in unplugging their vehicles once they are ready to leave. In fact, 16% of calls are made by drivers who are unable to initiate a charge, and 11% by those who encounter issues stopping the charge.
Interestingly, one in six calls—approximately 17%—are related to digital queries rather than infrastructure issues. These include app-related questions that users may have, reflecting the increasing reliance on technology in the EV charging experience. Additionally, 7% of calls are made by consumers seeking clarification on charging prices.
As of December 2024, it became a regulatory requirement for CPOs to report on helpline calls under the Public Charge Point Regulations 2023. This significant move aims to provide the government with a clearer picture of the realities surrounding charging infrastructure in the UK. The AA is actively supporting its CPO partners with this reporting, ensuring that accurate data is available for analysis and improvement.
To give you a clearer understanding of the situation, here are the top ten reasons for calls to CPOs:
- Unable to start a charge – 16%
- Unable to stop a charge – 11%
- Pricing query – 7%
- Charging cable stuck – 7%
- Customer resolved issue while on phone – 3%
- Unit offline/out of order – 3%
- General enquiry – 2%
- Account enquiry – 2%
- How to sign up on the app – 1%
- App queries – 1%
This report arrives at a time when the EV charging landscape is undergoing notable changes. Despite the overall trend of rising charging costs, January saw ultra-rapid peak and off-peak charging prices decrease by a penny. This slight reduction in costs is a welcome relief for EV drivers amid the fluctuating energy prices.
On the other hand, the latest Ofgem energy price cap has resulted in a 1p/kWh increase for domestic charging costs for households lacking a specialist EV tariff. Similarly, the flat rate for rapid and ultra-rapid public charging has also seen a 1p rise. This juxtaposition between rising petrol prices and relatively stable electric charging costs presents an intriguing dynamic in the ongoing transition to electric mobility.
To provide further clarity, here’s a breakdown of the charging costs as reported in the AA EV Recharge Report for January 2025:
Flat Rates:
| Charge Type | Speed | January Average (p/kWh) | December Average (p/kWh) | Difference (p/kWh) | Cost to Add 80% Charge | Pence per Mile (p/mile) |
|---|---|---|---|---|---|---|
| Domestic | Up to 7kW | 25 | 24 | 1 | £10.00 | 5.65 |
| Slow | Up to 8kW | 50 | 50 | 0 | £20.00 | 11.30 |
| Fast | 8-49kW | 59 | 59 | 0 | £23.60 | 13.33 |
| Rapid | 50-149kW | 74 | 73 | 1 | £29.60 | 16.72 |
| Ultra-rapid | +150kW | 78 | 77 | 1 | £31.20 | 17.63 |
| Petrol | 138.90 | 136.60 | 2.30 | £44.45 | 12.14 |
Peak and Off-Peak Rates:
| Charge Type | Speed | January Average (p/kWh) | December Average (p/kWh) | Difference (p/kWh) | Cost to Add 80% Charge | Pence per Mile (p/mile) |
|---|---|---|---|---|---|---|
| Slow Off-Peak | Up to 8kW | 44 | 44 | 0 | £17.60 | 9.94 |
| Slow Peak | Up to 8kW | 69 | 69 | 0 | £27.60 | 15.59 |
| Fast Off-Peak | 8-49kW | 54 | 54 | 0 | £21.60 | 12.20 |
| Fast Peak | 8-49kW | 85 | 85 | 0 | £34.00 | 19.21 |
| Rapid Off-Peak | 50-149kW | 54 | 54 | 0 | £21.60 | 12.20 |
| Rapid Peak | 50-149kW | 85 | 85 | 0 | £34.00 | 19.21 |
| Ultra-rapid Off-Peak | +150kW | 47 | 48 | -1 | £18.80 | 10.62 |
| Ultra-rapid Peak | +150kW | 65 | 66 | -1 | £26.00 | 14.69 |
| Petrol | 138.90 | 136.60 | 2.30 | £44.45 | 12.14 |
Jack Cousens, the head of roads policy for The AA, commented on the findings, stating, “Once again, prices remain fairly static, with the bonus that charging at the fastest speed during off-peak hours fell even further in January. The ongoing scrutiny regarding the reliability of the public network is expected, and EV drivers will undoubtedly be honest in admitting that it isn’t perfect. However, most queries and faults can be resolved remotely, with 95% of cases addressed over the phone.”
He further noted, “As the government begins capturing data on the reliability of the network, including the frequency of devices being out of order, chargepoint operators will be eager to top the charts for their units being available for use. Many calls into AA-supported networks are categorised as ‘unable to start a charge’, but many of these instances involve drivers who are new to the provider and require confirmation on the steps needed to initiate the charge. Continued support will be essential as more individuals make the transition from combustion engines to electric vehicles.”
The insights provided by the AA EV Recharge Report not only reflect the current state of EV charging infrastructure in the UK but also highlight the critical need for improved communication and support systems for drivers. As the EV sector continues to grow, the importance of resolving issues efficiently and effectively will only become more paramount.
As we navigate this transition to a more sustainable future, it’s clear that establishing a reliable and user-friendly charging network is instrumental in ensuring the widespread adoption of electric vehicles. Keep following Net Zero News for the latest updates and insights into the world of sustainable transportation.
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