Who to contact for charging issues
We know it can be confusing to figure out who to contact when something isn’t working with your charging setup. To make things easier, here’s a quick guide on who to reach out to depending on the issue:
- Your DNO (Distribution Network Operator)
- Your installer
- The PlugStream Support Team
- Your car manufacturer
Your DNO (Distribution Network Operator)
Your DNO manages the electricity grid in your area. They own and maintain the power lines, substations, and transformers that bring electricity to your property.
Contact your DNO if you experience:
- Voltage levels that are too high or too low
- A power cut
- The need to upgrade your main fuse
Not sure who your DNO is? Use the Energy Networks Association postcode search tool to find your operator and their contact details.
Your Installer
Your installer set up your PlugStream charger and is responsible for its physical installation.
Contact your installer if you notice issues with:
- The location or quality of the installation
- Earthing arrangements
- Tripping circuits
- Loss of power to the charger
The PlugStream Support Team
Our support team is here to help with anything related to your PlugStream charger. Before reaching out, we recommend checking our Help Centre — you may find the answer there.
📧 Contact us at [email protected].
Typical reasons to contact PlugStream support include:
- Issues with the PlugStream app
- Physical faults with the charger
- Connectivity problems
Your Car Manufacturer
For issues related to your vehicle itself, contact your car manufacturer.
They can help with:
- Suspected faults in your car’s charging circuit
- Questions about vehicle firmware/software updates
- Finding or adjusting your EV’s maximum charge rate
Still unsure?
If you’re not sure who to contact or something just doesn’t feel right, don’t worry — you can always start with the PlugStream Support Team. We’ll help you identify the issue and point you in the right direction if needed.