AA data reveals top EV charging issues

The AA has revealed it received over 7,000 calls a month to its charge post customer support service last year, with the top two reasons being unable to start a charge and the charging cable being stuck.
 
The AA operates a charge post support service and currently works with ten charge post operators (CPOs) across the UK. Running 24/7, a dedicated team of call handlers is able to deal with any problems a driver has at the charge point to enable them to continue on with their journey.
 
Around 17% of the challenges drivers incur when using a public EV charger are digital not infrastructure based, according to AA Business Services data. Queries on pricing, how to sign up to the app and general app usage all make the list of the top ten reasons for calls to its charge post customer support service.
 
James Starling, director at AA Business Services, explains: “As fleets switch to EVs, we’re seeing drivers face a broad mix of challenges at charge points. To ensure all EV drivers feel confident making journeys powered by electric there needs to be advice and support available across the board – from OEMs to technology providers, infrastructure operators and everyone in between. At The AA, we’re proudly at the centre of this as the UK’s number one for EV support services.”
 
To further support drivers and get them back on the road fast, The AA has recently started working with CPOs to set up dedicated breakdown cover agreements. This unique service enables a CPO to authorise breakdown assistance for a driver who has broken down at one of their charge posts.
 
Starling concluded: “Our charge post support service is going from strength to strength. It’s making a real difference to driver confidence, providing the reassurance that there’s someone at the end of the phone who can help keep them on the road, whatever issue they’re experiencing. Importantly, it’s an ongoing support for our CPO partners too.”
 
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 of charging in the UK and The AA is supporting its CPO partners with reporting.