Nine in 10 charge point hitches can be solved over the phone, AA finds
More than nine in 10 charge point hitches that could put drivers off EVs can be solved with a simple phone call, the AA has found.
One in six calls are for digital issues rather than infrastructure
The motoring services provider has been assisting EV charging providers for the last five years with 24/7 telephone and remote technical support for their networks, and its data across around 80,000 calls reveals that most queries and faults can be resolved remotely, with 95% of cases fixed on the phone.
The data, published alongside the latest AA EV Recharge Report, shows the top reasons why EV drivers call charge point 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. And 7% of calls are from consumers wishing to confirm the price of charging.
Latest UK regulations stipulate that charge point operators must provide a free-to-use, staffed telephone helpline that is available 24 hours a day, 365 days a year for consumers.
From December 2024 it became mandatory for CPOs to report on charge point helpline calls under the Public Charge Point Regulations 2023, giving government a clearer picture of the reality when charging in the UK.
Jack Cousens, head of roads policy for the AA, said: “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, charge point 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.”
Top 10 calls to AA-supported charge point providers – 2024
- 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%
Fastest EV charging costs fall, while flat rates rise by a penny
The AA has also published its latest EV Recharge Report showing that ultra-rapid peak and off-peak charging bucked the trend of rising charging costs in January.
- Ultra-rapid peak and off-peak rates fell by 1p/kWh while the latest Ofgem energy price cap delivered 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 and leaving fuel prices teetering on the edge of exceeding 140.00ppl in February.
AA EV Recharge Report January 2025 – Flat rates
| Charge Type | Speed | Jan Ave (p/kWh) | Dec Ave (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 ppl | 136.60 ppl | 2.30 ppl | £44.45 | 12.14 | |
AA EV Recharge Report January 2025 – Peak and Off-Peak Rates
| Charge Type | Speed | Jan Ave (p/kWh) | Dec Ave (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 ppl | 136.60 ppl | 2.30 ppl | £44.45 | 12.14 | |
Average prices are the PAYG options without connection fee as of 27 January 2025. Subscriptions are available for all charge point speeds which can unlock a cheaper p/kWh, however rates vary across provider.
EV calculations are based on adding 80% to a Vauxhall Corsa Electric, 50kWh, with a WLTP range of 221 miles.
Petrol calculations are based on Vauxhall Corsa 100hp 1.2-litre petrol with a 40-litre tank and with petrol at 138.9ppl.
Natalie Middleton
Natalie has worked as a fleet journalist for over 20 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day. Natalie edits all the Fleet World websites and newsletters, and loves to hear about any latest industry news - or gossip.
