Your installation - who's involved and who to contact when you're experiencing issues
24th March 2022
by Ohme

Your installation - who's involved and who to contact when you're experiencing issues

We understand it's difficult to know exactly who to contact when you're experiencing issues with your charging, so we've created this handy guide to help!

DNO – Distribution Network Operator

Your DNO is the company that delivers power to your home or business from the National Grid. They own and operate power lines, networks of towers, transformers, and electricity distribution infrastructure.

Not sure who your DNO is? You can find out who your distribution network operator is, and how to contact them, by entering your postcode on the Energy Networks Association's postcode search tool below:

Find your DNO 

When to contact your DNO:

  • Your voltage level is too high or too low
  • There’s a power cut
  • You need to upgrade your main fuse

 

Installer

Your installer will help you through the entire installation process and you should direct all questions about the physical installation to them.

Contact your installer if you're experiencing issues with:

  • Location of installation
  • Earthing
  • Tripping
  • Loss of power to the charger

Ohme

The Ohme Customer Care team are available to help with any Ohme charger related issues. You can contact the team via help@ohme-ev.com. Before doing so, it's worth checking out the resources on the website as you may be able to find what you’re looking for there!

Contact Ohme Customer Care when experiencing:

  • App issues
  • Ohme hardware issues
  • Connection issues

Car Manufacturer

You should contact your car manufacturer for any of the following:

  • Faults in the car’s charging circuit
  • Questions about firmware updates
  • Finding and setting your EV’s max charge rate

We're here to help every step of the way, so if you notice anything unusual or if you're worried something isn't quite right, please feel free to contact our Customer Care team.