EO Mini Pro 2 Removal of support

Hesperus

Hi all

On 25/5/2022 I had a brand new EO Mini Pro 2 car charger installed through Octopus Energy. This came with a three year warranty.

Out of the blue, I received the following email from EO Charging:

We’re getting in touch to let you know about some important updates regarding your EO Mini Pro 2, EO Smart Home app and related support services.

 

The introduction of the UK Smart Charge Point Regulations in June 2022 means that the EO Mini Pro 2 no longer meets the necessary smart functionality requirements for sale or replacement in Great Britain (where the regulations apply). 

As a result, it is no longer possible for EO to continue servicing users with the EO Mini Pro 2, and we have made the decision to discontinue this product (including the EO Smart Home app) globally. 

Please see below for details on these upcoming changes and what they mean for you. 

EO Mini Pro 2 & EO Smart Home App end of life

From 30th November 2025, the Mini Pro 2’s smart functionality (utilising the EO Smart Home App) will be disabled. After this date, your EO Mini Pro 2 will function only as a "plug & play" charger, and you will no longer be able to access or manage it through the EO Smart Home app. All devices will also be automatically unlocked to prevent them being locked permanently. 

Due to the EO Mini Pro 2 no longer meeting the necessary smart functionality requirements for sale or replacement in Great Britain, we will no longer be able to provide repair services, replacement parts or software updates for EO Mini Pro 2 devices. 

Customer Support

For Mini Pro 2 units outside of warranty, our trusted partner, Crystal, will be providing continued hardware support in the UK and Ireland on a paid basis. This will help make sure that your charger remains functional and supported as needed.

For Mini Pro 2 customers with a valid warranty, your device will continue to be supported up to 30th November 2025. If you believe that your warranty will be valid beyond this date, we ask that you get in touch with our online support team at www.eocharging.com/support no later than Tuesday 5th August 2025. Our team will ask you to provide proof of purchase, your device’s serial number, and evidence of installation by a certified installer.

So basically, they are turning my smart charger into a dumb charger and by removing the app, they are also stopping me checking on the status of the box or checking that it is operating properly and safely. Most unhelpful when contacted with a "buy a new one from our partner company or accept it as an unsupported dumb charger" attitude.

I'm interested to know how to proceed and indeed if I have any grounds to claim costs towards a replacement charger and to whom I should be directing any complaint - Octopus Electric Vehicles who I bought it from, or EO, who have stopped supporting a nearly new product?

In any event, I suggest that anyone looking for an EV charger should avoid EO like the plague.

Many thanks

Grumpy_chap

Hesperus said:

Hi all

On 25/5/2022 I had a brand new EO Mini Pro 2 car charger installed through Octopus Energy. This came with a three year warranty.

Out of the blue, I received the following email from EO Charging:

We’re getting in touch to let you know about some important updates regarding your EO Mini Pro 2, EO Smart Home app and related support services.

 

The introduction of the UK Smart Charge Point Regulations in June 2022 means that the EO Mini Pro 2 no longer meets the necessary smart functionality requirements for sale or replacement in Great Britain (where the regulations apply). 

As a result, it is no longer possible for EO to continue servicing users with the EO Mini Pro 2, and we have made the decision to discontinue this product (including the EO Smart Home app) globally. 

Please see below for details on these upcoming changes and what they mean for you. 

EO Mini Pro 2 & EO Smart Home App end of life

From 30th November 2025, the Mini Pro 2’s smart functionality (utilising the EO Smart Home App) will be disabled. After this date, your EO Mini Pro 2 will function only as a "plug & play" charger, and you will no longer be able to access or manage it through the EO Smart Home app. All devices will also be automatically unlocked to prevent them being locked permanently. 

Due to the EO Mini Pro 2 no longer meeting the necessary smart functionality requirements for sale or replacement in Great Britain, we will no longer be able to provide repair services, replacement parts or software updates for EO Mini Pro 2 devices. 

Customer Support

For Mini Pro 2 units outside of warranty, our trusted partner, Crystal, will be providing continued hardware support in the UK and Ireland on a paid basis. This will help make sure that your charger remains functional and supported as needed.

For Mini Pro 2 customers with a valid warranty, your device will continue to be supported up to 30th November 2025. If you believe that your warranty will be valid beyond this date, we ask that you get in touch with our online support team at www.eocharging.com/support no later than Tuesday 5th August 2025. Our team will ask you to provide proof of purchase, your device’s serial number, and evidence of installation by a certified installer.

So basically, they are turning my smart charger into a dumb charger and by removing the app, they are also stopping me checking on the status of the box or checking that it is operating properly and safely. Most unhelpful when contacted with a "buy a new one from our partner company or accept it as an unsupported dumb charger" attitude.

I'm interested to know how to proceed and indeed if I have any grounds to claim costs towards a replacement charger and to whom I should be directing any complaint - Octopus Electric Vehicles who I bought it from, or EO, who have stopped supporting a nearly new product?

In any event, I suggest that anyone looking for an EV charger should avoid EO like the plague.

Many thanks

Assuming the regulations referenced come into force from June 2025 (not 2022), then the manufacturer cannot really be held liable for changes in legislation that affect some aspects of the device.

From what you have said, the charger will still operate as an EV charger, just without the app. 
Given the "smart" part won't actually plug the car in, then having the app does not avoid all need to interact.
Does your car have any monitoring app that can fill the void?

The other aspect would be if you are on a ToU tariff that selects charging time for lowest cost electricity.  There are some cars that can be optimised in a similar way using the car rather than the charger to influence charge periods.

born_again

Hesperus said:

Hi all

On 25/5/2022 I had a brand new EO Mini Pro 2 car charger installed through Octopus Energy. This came with a three year warranty.

Out of the blue, I received the following email from EO Charging:

We’re getting in touch to let you know about some important updates regarding your EO Mini Pro 2, EO Smart Home app and related support services.

 

The introduction of the UK Smart Charge Point Regulations in June 2022 means that the EO Mini Pro 2 no longer meets the necessary smart functionality requirements for sale or replacement in Great Britain (where the regulations apply). 

As a result, it is no longer possible for EO to continue servicing users with the EO Mini Pro 2, and we have made the decision to discontinue this product (including the EO Smart Home app) globally. 

Please see below for details on these upcoming changes and what they mean for you. 

EO Mini Pro 2 & EO Smart Home App end of life

From 30th November 2025, the Mini Pro 2’s smart functionality (utilising the EO Smart Home App) will be disabled. After this date, your EO Mini Pro 2 will function only as a "plug & play" charger, and you will no longer be able to access or manage it through the EO Smart Home app. All devices will also be automatically unlocked to prevent them being locked permanently. 

Due to the EO Mini Pro 2 no longer meeting the necessary smart functionality requirements for sale or replacement in Great Britain, we will no longer be able to provide repair services, replacement parts or software updates for EO Mini Pro 2 devices. 

Customer Support

For Mini Pro 2 units outside of warranty, our trusted partner, Crystal, will be providing continued hardware support in the UK and Ireland on a paid basis. This will help make sure that your charger remains functional and supported as needed.

For Mini Pro 2 customers with a valid warranty, your device will continue to be supported up to 30th November 2025. If you believe that your warranty will be valid beyond this date, we ask that you get in touch with our online support team at www.eocharging.com/support no later than Tuesday 5th August 2025. Our team will ask you to provide proof of purchase, your device’s serial number, and evidence of installation by a certified installer.

So basically, they are turning my smart charger into a dumb charger and by removing the app, they are also stopping me checking on the status of the box or checking that it is operating properly and safely. Most unhelpful when contacted with a "buy a new one from our partner company or accept it as an unsupported dumb charger" attitude.

I'm interested to know how to proceed and indeed if I have any grounds to claim costs towards a replacement charger and to whom I should be directing any complaint - Octopus Electric Vehicles who I bought it from, or EO, who have stopped supporting a nearly new product?

In any event, I suggest that anyone looking for an EV charger should avoid EO like the plague.

Many thanks

Hardly a nearly new product, then it is over 3 years old. Add in out of warranty as well.

At best you would be looking at a gesture of good will payment from them, but would no doubt require you buying from their partner co.
But they might not be a approved Octopus charger, which if you are on IOgo, is not a good move.

PHK

Grumpy_chap said:

Hesperus said:

Hi all

On 25/5/2022 I had a brand new EO Mini Pro 2 car charger installed through Octopus Energy. This came with a three year warranty.

Out of the blue, I received the following email from EO Charging:

We’re getting in touch to let you know about some important updates regarding your EO Mini Pro 2, EO Smart Home app and related support services.

 

The introduction of the UK Smart Charge Point Regulations in June 2022 means that the EO Mini Pro 2 no longer meets the necessary smart functionality requirements for sale or replacement in Great Britain (where the regulations apply). 

As a result, it is no longer possible for EO to continue servicing users with the EO Mini Pro 2, and we have made the decision to discontinue this product (including the EO Smart Home app) globally. 

Please see below for details on these upcoming changes and what they mean for you. 

EO Mini Pro 2 & EO Smart Home App end of life

From 30th November 2025, the Mini Pro 2’s smart functionality (utilising the EO Smart Home App) will be disabled. After this date, your EO Mini Pro 2 will function only as a "plug & play" charger, and you will no longer be able to access or manage it through the EO Smart Home app. All devices will also be automatically unlocked to prevent them being locked permanently. 

Due to the EO Mini Pro 2 no longer meeting the necessary smart functionality requirements for sale or replacement in Great Britain, we will no longer be able to provide repair services, replacement parts or software updates for EO Mini Pro 2 devices. 

Customer Support

For Mini Pro 2 units outside of warranty, our trusted partner, Crystal, will be providing continued hardware support in the UK and Ireland on a paid basis. This will help make sure that your charger remains functional and supported as needed.

For Mini Pro 2 customers with a valid warranty, your device will continue to be supported up to 30th November 2025. If you believe that your warranty will be valid beyond this date, we ask that you get in touch with our online support team at www.eocharging.com/support no later than Tuesday 5th August 2025. Our team will ask you to provide proof of purchase, your device’s serial number, and evidence of installation by a certified installer.

So basically, they are turning my smart charger into a dumb charger and by removing the app, they are also stopping me checking on the status of the box or checking that it is operating properly and safely. Most unhelpful when contacted with a "buy a new one from our partner company or accept it as an unsupported dumb charger" attitude.

I'm interested to know how to proceed and indeed if I have any grounds to claim costs towards a replacement charger and to whom I should be directing any complaint - Octopus Electric Vehicles who I bought it from, or EO, who have stopped supporting a nearly new product?

In any event, I suggest that anyone looking for an EV charger should avoid EO like the plague.

Many thanks

Assuming the regulations referenced come into force from June 2025 (not 2022), then the manufacturer cannot really be held liable for changes in legislation that affect some aspects of the device.

From what you have said, the charger will still operate as an EV charger, just without the app. 
Given the "smart" part won't actually plug the car in, then having the app does not avoid all need to interact.
Does your car have any monitoring app that can fill the void?

The other aspect would be if you are on a ToU tariff that selects charging time for lowest cost electricity.  There are some cars that can be optimised in a similar way using the car rather than the charger to influence charge periods.

The regulations did come into force in June 2022. Manufacturers of chargers that didn’t meet the regulations* had to agree a plan with the department responsible. I would imagine the plan here was to stop selling. 

* the regulations are really to do with safety. For example, the charger can be remotely switched to a lower charge rate if overall demand on the grid is too high. In other words needs to be interoperable with electricity suppliers. 

Keep_pedalling

The thing will still work as a dumb charger and you can still schedule your charging using your EV’s charging schedule so there is no reason why you have to scrap it and replace it with a new one.

Hesperus

Thank you everyone for your very enlightening remarks. My gut feeling was that I would be p***ing into the wind trying to get anything sorted, which is why I posted on here.

What I do find interesting is that the Statutory Instrument quoted by EO is "The Electric Vehicles (Smart Charge Points) Regulations 2021" which came into force in June 2022. I cannot believe that EO did not know how the regs would affect them and what their mitigation plan would be when I was sold the unit in May 2022...... They actually discontinued it in November 2022, so for me, the timing seems to be rather fishy. 

Yes, I would have been left with a working dumb charger, but that was NOT what I originally paid for. Additionally, there is no way to monitor correct operation of the box as everything was carried out in the app - no external controls at all. 

Ironically, if I was to keep it as a dumb charger and use my car's (basic) charging controls, then the intended "safety" aspects of the legislation will have been sidestepped as there would still be no control over the charging rate. 

Finally, it tends to gall me that an item which originally cost me a fair amount can be considered old after 3 years and ready for landfill. Imagine if the government had done the same thing with I.C.E cars and legislated in 2034 that you couldn't own one after 2035 unless it was capable of being changed to full electric. Then imagine that you could happily purchase said I.C.E vehicle in December 2034 in blissful ignorance of the upcoming legislation. Would you be happy and willing to accept the outcome?

Be that as it may, I've bitten the bullet and bought a full price replacement from another company, but if this is the way things are heading in the world of consumer rights then I suggest we all prepare to be ripped off left right and centre - with government backing. 

Again, thanks for the comments, but I stand by my recommendation to treat EO Chargers as if they are plague ridden. 😁

visidigi

Just a (possibly dumb) question.... but does the removal of the app fundamentally mean anyone could plug in and use your charger without permission/authentication? 

user1977

visidigi said:

Just a (possibly dumb) question.... but does the removal of the app fundamentally mean anyone could plug in and use your charger without permission/authentication? 

Even if it does, you can avoid this risk by the use of the Mark 1 off switch inside your house....

Hesperus

user1977 said:

visidigi said:

Just a (possibly dumb) question.... but does the removal of the app fundamentally mean anyone could plug in and use your charger without permission/authentication? 

Even if it does, you can avoid this risk by the use of the Mark 1 off switch inside your house....

I still have a large on/off switch in the garage..... 

Ectophile

Hesperus said:

Be that as it may, I've bitten the bullet and bought a full price replacement from another company, but if this is the way things are heading in the world of consumer rights then I suggest we all prepare to be ripped off left right and centre - with government backing. 

This is becoming the norm now for all sorts of gadgets that require some form of online software app or website to work.

Once the product is discontinued, the manufacturer has no firther interest in it.  So they wait for any warranties or support contracts to expire and then discontinue all support for the product.

You then have to go and buy a new one.

Alderbank

Hesperus said:

Be that as it may, I've bitten the bullet and bought a full price replacement from another company, but if this is the way things are heading in the world of consumer rights then I suggest we all prepare to be ripped off left right and centre - with government backing. 

You can suggest that, of course, but it sounds a bit defeatist.

In the Consumer Rights Act 2015 the whole of chapter three, that's sections 33 to 47, is devoted exclusively to the legal rights specific to digital content which the government you decry has given to consumers.

A more constructive suggestion might be to read about those rights.
If you don't know your rights there are indeed plenty of people out there who will rip you off left, right and centre.

https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/3