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).
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 review 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 and usually it is a temporary drop in connection due to something affecting the signal or power supply locally and it will resolve itself quickly. 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.
If you notice a charge point is out of communication and/or you would like an update on the status of a specific charge point then please 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).