Scoop: How EVgo is trying to fix car-charging headaches
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EVgo, one of the nation's largest charging networks, is rolling out efforts to diagnose equipment issues in real time as part of a broader plan to replace outdated chargers and improve customer service, the company tells Axios exclusively.
Why it matters: While the number of public chargers continues to grow, many networks still aren't reliable enough to ease the public's charging anxiety — a leading concern about EVs.
Driving the news: EVgo says it's making several enhancements to its network through its EVgo ReNew program, introduced in January 2023 to bolster reliability and convenience.
- These include a new "Canary Model," which the company describes as "a powerful performance monitoring tool designed to automatically identify and analyze patterns and diagnose issues in real time."
- Collecting data from actual charging sessions will help augment EVgo's preventative maintenance efforts, the company says.
Zoom in: EVgo says it has upgraded, replaced or decommissioned older charging equipment at more than 500 stalls in over 20 states since the beginning of 2022.
- It plans to remove or replace legacy equipment with higher power chargers at up to 150 additional charging stations this year.
- It's also expanding charging locations to accommodate six to 10 vehicles per site.
- And it's upgrading charger connectivity and software to keep machines working properly.
Payments are being streamlined too.
- Drivers who enroll in EVgo's Autocharge+ program can start a charging session just by plugging in (they'll be billed automatically).
- Autocharge+ sessions increased more than 200% in the second quarter of 2024 compared to the same period a year ago, EVgo says.
What they found: Since January 2023, EVgo has seen a significant reduction in the percentage of charging sessions requiring call center assistance.
- And its ranking on the J.D. Power 2024 U.S. Electric Vehicle Experience Public Charging Study, out today, was its highest since 2022, EVgo executive vice president Sara Rafalson tells Axios.
The big picture: The biggest reason for most charging hiccups is a communications breakdown between vehicle and charger software, according to a study by Los Angeles-based Charger Help, which operates and maintains charging stations for utilities, fleets and other customers.
- While the report cites a wide swath of issues, "a startling lack of interoperability ... stands out as the overarching threat to system reliability and broader EV adoption in the United States."
Between the lines: Think of it as a handshake between the vehicle and the charger.
- Unlike Tesla — which developed the software for both its vehicles and its Superchargers, ensuring compatibility — networks like EVgo, Electrify America and ChargePoint need to learn how to shake hands with cars from many automakers.
- EVgo has been trying to head off such communications glitches through advanced testing of more than 70 electric vehicle models at its El Segundo, California, charging lab.
What to watch: Now that Tesla has opened its Supercharger network to non-Tesla owners, there's a higher risk of interoperability issues, experts say.
- "The shift will only go smoothly if we invest in getting data from the field," Charger Help CEO Kameale Terry tells Axios.
- "We can't just deploy things and expect it will work. We saw that with CrowdStrike. There will be problems. We need to get ahead of it."
- Various industry groups are working to introduce charging standards and codes to reduce interoperability problems.
The bottom line: EV drivers just want confidence they'll be able to charge where and when they need to.
Editor's note: This story has been corrected with new information from EVgo about the number of charging stations it plans to update or replace this year.
