95% of chargepoint hitches can be solved over the phone as fastest EV charging costs fall – AA EV Recharge Report
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The AA EV Recharge Report for January 2025 can reveal that 95% of
hitches that could put drivers off EV charging can be solved with a
simple phone-call. The AA has been assisting a number of EV
charging providers for the last five years, with 24/7 telephone and
remote technical support for their network, processing more than
7,000 calls a month in 2024. Calls come from a variety of EV users,
including first time users to the public network, to established EV
owners and...Request free trial
The AA EV Recharge Report for January 2025 can reveal that 95% of hitches that could put drivers off EV charging can be solved with a simple phone-call. The AA has been assisting a number of EV charging providers for the last five years, with 24/7 telephone and remote technical support for their network, processing more than 7,000 calls a month in 2024. Calls come from a variety of EV users, including first time users to the public network, to established EV owners and drivers of fleet vehicles. The top reasons that EV drivers contact chargepoint providers are issues getting the charger to start as well problems unplugging the unit when they want to leave. One in six (17%) of calls are for digital queries rather than infrastructure problems, including app related questions. 7% of calls are from consumers wishing to confirm the price of charging. From December 2024 it became mandatory for CPOs to report on charge point helpline calls under the Public Charge Point Regulations 2023**. This will give government a clearer picture of the reality when charging in the UK and The AA is supporting its CPO partners with reporting. TOP 10 CALLS TO AA SUPPORTED CHARGEPOINT PROVIDERS – 2024 (c. 80,000 calls) 1. Unable to start a charge – 16% 2. Unable to stop a charge – 11% 3. Pricing query – 7% 4. Charging cable stuck – 7% 5. Customer resolved issue while on phone – 3% 6. Unit offline/out of order – 3% 7. General enquiry – 2% 8. Account enquiry – 2% 9. How to sign up on the app – 1% 10. App queries – 1% Ultra-rapid off-peak rates fall, while flat rates rise by a penny Meanwhile, ultra-rapid peak and off-peak charging bucked the trend of rising charging costs by chopping a penny off the price in January, according to the latest AA EV Recharge Report. Elsewhere, the latest OFGEM energy price cap saw a 1p/kWh rise for domestic charging costs for households without a specialist EV tariff***, as well a 1p rise in flat rate rapid and ultra-rapid public charging prices. In contrast to these minimal price changes, petrol prices rose by 2.30p reaching an average of 138.90 pence per litre. With fuel prices teetering on the edge of exceeding 140.00 ppl in February, EV drivers will be hoping the stability of EV pricing remains for some time to come. AA EV Recharge Report, January 2025. Flat rates;
AA EV Recharge Report, January 2025. Peak and Off-Peak rates;
Jack Cousens, head of roads policy for The AA, said; “Once again, prices remain fairly static, with the bonus that charging at the fastest speed at off-peak hours fell even further in January. “The continued scrutiny about the reliability of the public network is only to be expected and EV drivers will be honest and admit that it isn't perfect. However, most queries and faults can be resolved remotely, with 95% of cases fixed on the phone. “As the government are now capturing the reliability of the network, including how frequently devices are out of order, chargepoint operators will be desperate to top the charts for their units being ready to use. “While many calls into AA supported networks are categorised as ‘unable to start a charge' many instances are where it's the driver's first time using that provider and want confirmation about the steps needed to initiate the charge. Much support will still be needed as more people make the switch from combustion to electric.” ends NOTES TO EDITORS * Average prices are the PAYG options without connection fee as at 27 January 2025. Subscriptions are available for all charge point speeds which can unlock a cheaper p/kWh, however rates vary across provider. Calculations based on adding 80% to a Vauxhall e-Corsa, 50kW, with a WLTP range of 221 miles. Adding 80% range equates to 178 miles of range. Vauxhall e-Corsa specifications here: Corsa_MY25_PSG_30_January_2025_Library.pdf Calculations based on Vauxhall Corsa 1.2L (100PS) Petrol with a 40 litre tank. 80% refuel = 32 litres. Petrol: 32 litres @ 138.90 ppl = £43.71. Combined Low MPG of 52.3 = 366 miles at 12.14 p/mile. Vauxhall Corsa specifications here: Corsa_MY25_PSG_30_January_2025_Library.pdf |
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