What to Do if a Public EV Charger Is Broken

A broken public EV charger is one of the most frustrating parts of EV ownership, but there are several practical steps you can take both in the moment and to help others in future. Most importantly, do not panic: charging networks are improving their reliability and there are usually alternatives nearby. Our guides library covers planning journeys and finding reliable chargers, but this piece focuses on what to do when a charger you are counting on is out of action.

Should you call the helpline number on the charger?

Yes, and it is worth doing straight away. Every public charger is required to display contact information for the operator. Call it. A surprising number of charger faults can be resolved remotely: the operator can often send a reset command to the unit without anyone visiting the site. This takes a few minutes and costs nothing. Even if they cannot fix it remotely, they will log the fault, which feeds into their maintenance schedules. It is also useful to give them your contact details in case they fix it quickly and want to let you know.

How do you find an alternative charger quickly?

Use an aggregator app such as Zap-Map, which shows chargers from multiple networks in one view with real-time status and recent user check-ins. Most major charging network apps also have a map function. When looking for an alternative, filter by connector type that matches your car and favour sites with multiple bays: a six-bay location is far less likely to leave you stranded than a single-unit site.

What if you are stranded with low charge and no alternative nearby?

This is the worst-case scenario and fortunately rare, but it does happen. If you are genuinely unable to reach another charger, call your breakdown provider. Most major breakdown services now have specific EV recovery procedures: they can either tow you to a working charger or, in some cases, bring a mobile charging solution. Check that your breakdown cover includes EV-specific assistance before you need it, as standard cover may not. In a pinch, a portable emergency charger plugged into a three-pin socket can add a small amount of range over a couple of hours, which may be enough to reach the next working charger.

How do you report a broken charger formally?

Report through the operator's app, website, or helpline. Zap-Map also has a "broken" or "offline" flagging feature that alerts other drivers in real time. Ofgem has published reliability requirements that operators must meet, so persistent faults at a site can be escalated through regulatory channels. Reporting is worth doing even if you found an alternative: it helps other drivers and puts pressure on operators to act.

What rights do you have when a charger does not work?

If you paid for a session that did not complete, you are generally entitled to a refund. Contact the operator with the date, time, charger location, and your transaction reference. Under consumer protection rules, a service you paid for must be delivered. Most reputable networks do process refunds, though it can take time. If you have a subscription account, reporting through your account portal makes the history easier to verify.

What can you do to reduce the risk in future?

Plan journeys with a charging buffer so you are not relying on one charger with near-empty range. Check charger status before leaving: Zap-Map shows recent user comments revealing whether a unit has been troublesome. Favour sites with multiple bays, keep a portable charger in the boot for emergencies, and confirm that your breakdown cover includes EV-specific recovery.

Frequently asked questions

Can a charger operator be fined for persistent faults?

Ofgem regulates public charging reliability in the UK and has the power to take action against operators who consistently fail to meet uptime requirements. Regulations introduced in recent years set minimum standards for public chargers. Persistent faults at a specific site can be reported to Ofgem if the operator does not resolve them. Check gov.uk for the current regulatory framework and how to escalate a complaint.

What if the charger takes payment but does not charge my car?

Contact the operator immediately with your transaction reference, time, and location. You are entitled to a refund for a service not delivered. Keep a screenshot or photo of the screen if possible, as this can help your case. Most major networks handle these disputes through their customer service team, and reputable operators process refunds without significant difficulty.

Are newer chargers more reliable than older ones?

Generally yes. Older rapid charger hardware has a higher failure rate than newer installations, partly because the technology was less mature and partly due to wear. Newer ultra-rapid chargers from established networks tend to have better remote monitoring and faster fault response times. Checking recent user reviews on Zap-Map before relying on a specific charger gives you a sense of its current reliability.

Should I always have a backup charging plan on long journeys?

Yes, and it is one of the most practical habits you can develop as an EV driver. Identify at least one alternative charging location along your route before you leave, ideally a different network so that a network-wide outage does not affect both options. Most EV navigation apps make this straightforward and will suggest alternatives automatically if a charger is unavailable on arrival.

Can my car's built-in navigation avoid broken chargers?

Some built-in navigation systems pull in real-time charger status data and will route around chargers flagged as unavailable, but this depends on the manufacturer and the data feeds they use. Third-party apps such as ABRP (A Better Route Planner) often have more up-to-date status information than built-in systems. Using a dedicated app alongside the car's navigation gives you better coverage.

Is it worth joining multiple charging networks to have more options?

Having accounts or RFID cards with more than one major network does give you more flexibility, particularly if one network's infrastructure is denser in your region. Many drivers also keep a Zap-Pay or similar multi-network payment option as a backup. Check current membership costs and coverage before signing up: for occasional users, pay-as-you-go contactless access on most newer chargers may be simpler than maintaining multiple subscriptions.

Broken chargers are an annoyance rather than a crisis if you plan ahead and know the steps to take. Carry a portable charger as a backup for genuine emergencies, and keep your main charging cable in good condition so home charging is always there when you need it. More journey planning tips are in our guides library.