1. Ensure that you have disconnected the vehicle from the charger
2. Turn off the RCD (circuit breaker) for the unit, this will usually be clearly labelled in the consumer unit/ fuse box. Doing this will turn off the power to the charger. You may find the fuse box near your electricity meter and this will include a number of fuse switches that you can switch up or down, the fuse linked to your smart charger should be labelled by the engineer that would have installed the charger.
3. Unplug the Ethernet cable for the charger at the router and turn off the router you can find a more detailed guide on power cycling your router here: If your charger is connected to your router via Ethernet hardwire connection:
- Turn off the router leaving it off for at least five minutes before reconnecting the Ethernet cable
- Please ensure the ethernet cable is connected directly to your router, it might also be worth trying a different Ethernet port on the back of your router)
- If your charger is connected to your router using TP links please follow these additional steps. TP Links are plug-in devices, that allow your router signal to travel greater distances, one will be plugged in near your router, the other will be plugged in close to your charger and be connected via Ethernet connection:
- Please ensure the chargers Ethernet cable is connected securely to the TP-link closest to it
- Make sure both TP links have three solid green LEDs
- If your charger isn’t connecting to the internet (showing a flashing purple LED) try connecting another device to the TP-link closest to your charger to ensure the connection is successful
- If you cannot see three green LEDs, power cycle the TP links off for at least 60 seconds and check the LED status on boot up
4. After leaving the RCD off for at least 60 seconds turn the RCD back on
5. After allowing the charger time to boot up you should see the LED on the charger return to normal, which in the case of the smart charger is a solid white LED. The web app will show the charger as back online. At this point, you can reconnect the cable back into the vehicle if you wish.
However, if after completing these steps you see a flashing purple LED this will indicate a connection issue. Please check your connections and if all are secure but the purple flashing continues, make a note of how many flashes you see and contact firstname.lastname@example.org. The number of flashes will help us determine at what stage the connection is breaking down.
If you see a flashing red LED, please repeat the power cycling steps, and if the issue persists contact email@example.com.
Once you have carried out the above steps please attempt to charge your EV like normal if you are able to get it back online.
Let us know how you get on and we can work towards getting things back on track.