Question 1

What is the meaning of the various colours on the light strip?

Accepted Answer

Ready to charge: A green pulse every 3 seconds signifies that the charger is in standby mode and ready for use.
 	Charging in Progress: A green blink occurring every second indicates that the electric vehicle (EV) is presently undergoing charging.
 	Fully Charged: An unchanging, solid green light denotes that the EV battery has reached full charge.
 	RFID Card Swipe: A yellow pulse indicates a successful swipe of an RFID card.
 	Warning: A continuous yellow light is a warning signal. For troubleshooting guidance, consult the comprehensive user manual.
 	Fault: A steady or blinking red light indicates a fault. Kindly reach out to our support team for assistance.

Question 2

How long does it take to charge an electric vehicle?

Accepted Answer

The time required to charge an electric vehicle (EV) can vary significantly based on several factors. EVs can be charged at different levels: Level 1, Level 2, and Level 3 (DC fast charging). Level 1 charging, which uses a standard household outlet, is the slowest, while Level 3 DC fast charging is the fastest. Our home EV Charger, the ECORD, supports Level 2 charging.

 	Level 1 charging can take several hours or more to fully charge an EV.
 	Level 2 charging, commonly found at public charging stations or installed at homes, can provide a full charge in around 4 to 8 hours, depending on the factors mentioned above.
 	Level 3 DC fast charging can provide an 80% charge in approximately 30 minutes, but this speed can vary based on the EV and charger compatibility.

Question 3

What does a Standard installation include?

Accepted Answer

All our installation packages are based on an installation performed under normal and regular conditions, including the following:

 	Fitting of the charger on a brick or plaster wall, or to another suitable permanent structure.
 	Up to 4m/7m metres of electrical cable depending on the required
 	Fitting and testing of mandatory electrical protections, according to current regulations.
 	An additional three-way consumer unit, if required.
 	Installation of a Type C MCB, Type A RCD and SPD, in an RCBO enclosure, if required.
 	Drilling of a suitable hole for passing a cable up to 20” thick, if required.
 	Small materials and fixings.
 	Labour hours (depending on the rate applied).
 	Travel costs from the installer’s headquarters.
 	Power Boost Meter or MID installation, if purchased with the charger.
 	Electrical testing and certification of the charger and circuit.
 	Demonstration of the charger functions and registration and demo of the app.

But the following is not included:

 	Registration of new meter/supply or parking outside the building or the house.
 	Adapting the installation to comply with current regulations (older non-standardised installations with no neutral or earth bonding, etc.)
 	Any type of civil or ground works (trenches, ditches, channels, etc.) or associated ducting/conduits.
 	Masonry, paint or plumbing works.
 	Any other item or work not specified.

It is important to note that under no circumstances are any type of refurbishment or construction works included to facilitate installation. In case it is necessary, this will be quoted separately from the initial installation package ordered.

22kW chargers / 3-phase installations will be subject to bespoke, open quotations provided by Humax. You must have 3 phase supply in order to power a 22kW charger.

Question 4

How does the Tariff Feature Work?

Accepted Answer

The Tariff feature, specifically the multi-rate tariff mode, enables you to input your electricity tariff details. This mode ensures that your electric vehicle (EV) will only begin charging when you are on an off-peak rate, helping you save on charging costs. However, you still need to set a "ready time" to indicate when you want your car to start charging.

Question 5

What Does It Cost to Charge an Electric Vehicle?

Accepted Answer

To calculate the cost of charging your EV, you can use the following formula:

Cost = (Charging Power in kW) x (Charging Time in hours) x (Electricity Rate in £/kWh)

Keep in mind that this is a simplified calculation, and real-world costs can vary. Many EVs have built-in features or mobile apps that help you track and estimate charging costs based on your specific circumstances.

In summary, the cost to charge an electric vehicle depends on electricity rates, charger efficiency, charging speed, battery capacity, location, time of charging, and renewable energy sources. It's essential to consider these factors to get an accurate estimate of your EV charging costs.

Question 6

Can I lock my home EV charger when not charging to prevent any unauthorised usage?

Accepted Answer

Our smart home EV chargers come equipped with built-in security features that allow you to control access through a smartphone app. This feature may include the ability to lock and unlock the charger remotely, set access codes, and monitor usage.

Question 7

What is Smart Charging?

Accepted Answer

Smart Charging refers to an advanced technology that optimizes the charging process of electric vehicles (EVs) by integrating them with intelligent systems. Unlike traditional charging, which may consume electricity at a constant rate, smart charging involves adjusting the charging speed based on various factors. These factors can include electricity demand on the grid, time of day, energy prices, and the EV owner's preferences.

Smart charging systems enable EV owners to set charging schedules that align with off-peak electricity rates, helping them save on energy costs. Additionally, these systems can communicate with the grid to balance electricity consumption, which is especially valuable during peak demand periods. By optimizing charging patterns, smart charging contributes to more efficient energy use, reduced strain on the power grid, and increased integration of renewable energy sources.

Question 8

What type of connector do I need to charge in the UK?

Accepted Answer

In the United Kingdom, the most common connector type used for charging electric vehicles (EVs) is the Type 2 connector with the Type 2 (Mennekes) plug. This connector is often referred to as the "Type 2 Mode 3" connector. It is the standard for both Level 2 AC charging and Level 3 DC fast charging in the UK and across most of Europe.

The Type 2 connector is compatible with a wide range of electric vehicles, including those from European manufacturers like BMW, Volkswagen, Mercedes-Benz, Audi, and many others. It is also used for charging at most public charging stations and home charging units in the UK.

Here's a brief description of the Type 2 connector:

 	Connector Type: Type 2 (Mennekes) plug.
 	Charging Levels: Type 2 connectors are used for both Level 2 AC charging (commonly 7-22 kW) and Level 3 DC fast charging (when combined with the appropriate pins).
 	Common Use: Most electric vehicles available in the UK support Type 2 connectors, making it the primary choice for EV charging.
 	Charging Stations: Public charging stations and many home charging units in the UK are equipped with Type 2 connectors.
 	Keep in mind that while Type 2 is the most common connector type in the UK, the availability of charging stations with other connector types, such as CCS (Combined Charging System), CHAdeMO, and Tesla connectors, is also increasing. Some vehicles, especially those from manufacturers based outside of Europe, may come with different connector types and adapters to ensure compatibility with UK charging infrastructure.

Before purchasing or using a charging station, it's a good idea to check the compatibility of your EV and the charger, ensuring that you have the appropriate cables and adapters if needed. Most EVs sold in the UK are equipped with Type 2 charging ports, but it's always best to confirm for your specific vehicle model.

Question 9

How do I connect my EV charger to Wi-Fi?

Accepted Answer

Connecting your electric vehicle (EV) charger to Wi-Fi typically involves these steps:

 	Prepare Your Network Details: Ensure you have the Wi-Fi network name (SSID) and password on hand.
 	Access Charger Interface: Use the charger's interface, often a smartphone app to initiate the connection process.
 	Select Network: Find and select your Wi-Fi network from the available list on the charger's interface.
 	Enter Credentials: Enter your Wi-Fi network password using the charger's interface. Double-check for accuracy.
 	Connect: After entering the correct credentials, the charger will attempt to connect to your Wi-Fi network.
 	Confirm Connection: The charger interface should display a confirmation message once it successfully connects to the Wi-Fi network.
 	Test Connectivity: Confirm that the charger is connected by verifying any status lights on the charger or checking the charger's app for connectivity indicators.
 	Remote Access: Once connected, you can often monitor and control your EV charger remotely using the associated app.

Please refer to your specific EV charger's user manual for detailed instructions.

Question 10

How long does it take to install my charger?

Accepted Answer

The duration of the installation process for your charger depends on the specific installation pack you require. Our Installation packs are designed with the following time allocations:

Up to 10 meters pack: 4 hours

Up to 15 meters pack: 5 hours

Up to 25 meters pack: 6 hours

Please note that these time estimates are provided as guidelines for your convenience. The actual installation time may vary based on factors such as site conditions and technical requirements.

Question 11

What is a Tethered or Untethered EV Charger?

Accepted Answer

A tethered EV charger and an untethered EV charger refer to two different types of electric vehicle charging stations, specifically regarding the connection between the charging cable and the charging unit itself. Here's an explanation of each:

 	Tethered EV Charger:A tethered EV charger, also known as an integrated or fixed cable charger, comes with a permanently attached charging cable. This means that the cable is physically connected to the charging station or wall-mounted unit and cannot be detached. To charge your electric vehicle, you simply plug the other end of the tethered cable into your vehicle's charging port.


 	Untethered EV Charger:An untethered EV charger, also known as a socketed charger or universal charger, does not have a permanently attached charging cable. Instead, it has a socket or receptacle where you can plug in different charging cables. To charge your electric vehicle, you need to provide your own charging cable, which typically comes with your vehicle. You plug one end of the cable into the charger's socket and the other end into your vehicle's charging port.

Question 12

How do I charge instantly from my EV Charger?

Accepted Answer

Plug and Charge:Simply plug the charging cable into your EV to start charging. To stop charging, use your car to unlock the charger cable from the EV and unplug.


 	RFID Card:Alternatively, activate the charger from the unit by swiping the RFID card over the reader indicator. To stop charging, simply swipe over the reader indicator again. A yellow pulse indicates a successful card swipe.

Question 13

How long is the cable on a tethered unit of my EV charger?

Accepted Answer

If your electric vehicle (EV) charger specifies that it has two cable options of 4 meters (approximately 13 feet) and 7 meters (approximately 23 feet), then you have a choice between these two cable lengths for the tethered unit of your EV charger. You can select the cable length that best suits your charging needs and the proximity of your charging port to your vehicle's parking location. When determining the suitable cable length for your electric vehicle (EV) charger, it's essential to consider 'usable' length of the cable. The 'usable' length refers to the length of the cable that can comfortably reach your vehicle's charging port without being pulled tight in the air or creating excessive tension.

In practice, it's advisable to select a cable length that ensures the cable comfortably trails on the ground rather than being stretched tightly in the air. This not only prevents unnecessary strain on the cable but also reduces the risk of wear and tear over time.

Question 14

My EV charger is no longer online, preventing me from establishing a connection. How should I proceed?

Accepted Answer

You should start by resetting the charger. To do this, simply power the unit down for at least 10 seconds and then switch the power back on. Once you've done this, the unit will reboot and should come back online within 5-6 minutes. If you've tried this and are still experiencing issues with connectivity, please contact our support team for remote assistance, as this could potentially be related to a software issue.

Question 15

Can I install an electric vehicle charger in a rental property?

Accepted Answer

If you are living in a privately owned property, obtaining permission to install an electric vehicle charger is generally not required, unless you are not the property owner. However, if you are residing in a rental property, you must seek permission from your landlord before proceeding with the installation of an EV charge point. Also, should your property be grade listed or in a conservation area certain permissions apply.

Question 16

Is it advisable to install an electric vehicle charger on my own, or should I seek professional assistance?

Accepted Answer

Considering legal regulations that mandate compliance with safety standards, it is crucial to emphasize that home electric vehicle charger installations must be carried out by licensed professional electricians in accordance with the BS7671 code and the Code of Practice for Electric Vehicle Charging Equipment Installation. Given the technical complexity and potential safety risks associated with working with electricity, it is strongly advised to engage a qualified and certified professional for the installation of an electric vehicle charger.

Find an electrician

Question 17

What should I do if I cannot use Humax ECORD app to stop charging?

Accepted Answer

If you use RFID to start charging, you can only use the same RFID to stop charging. Similarly, if you use ECORD app to start charging, you can only use the app to stop charging. The charger may drop network connection, or it has a very poor network. So please make sure the charger always has a good network connection.

Question 18

What should I do if I cannot search the hotspot of the charger?

Accepted Answer

After the charger is powered on, its hotspot will automatically disable itself 15 minutes later. To access the hotspot, please follow these steps:

 	Power off the charger.
 	Power it back on.
 	Look for the hotspot, which will start with "SN1005..."

If you're still unable to find the hotspot, regardless of what you do, there may be an issue with the communication board. In that case, it's recommended to contact our support team for further assistance.

Question 19

What should I do if I forget the pin code?

Accepted Answer

If you've forgotten the pin code for your device, there are two ways to retrieve it:

 	Check the User Manual: The pin code can be found on the last page of the user manual that came with your device.
 	Contact Support: If you can't locate the pin code in the manual, you can contact our support team and provide them with the Serial Number (SN) of your device. They will be able to generate a new pin code for you.

Question 20

What is the right to cancel my order?

Accepted Answer

We provide a 14-day returns policy starting from the date you receive your item. To qualify for a refund, the item must be in pristine condition with its original undamaged packaging. Customers are responsible for covering and arranging the return shipping costs.

Question 21

How can I cancel my order?

Accepted Answer

To cancel the contract, inform us of your decision via a clear statement (e.g., a letter sent by post or email) using the contact details below:

 	Email: uk.support@humaxcharging.com
 	Phone: 0344 318 8800
 	Address: HUMAX Electronics Co. Ltd, Mille Building, 1000 Great West Road, Brentford, London, TW8 9DW

You may use the model cancellation form provided, but it is not mandatory.

https://humaxcharging.com/uk/supporthub/model-cancellation-form/

Question 22

How do I return products?

Accepted Answer

If you have received products and for any reason have changed your mind, you are welcome to return them without undue delay and no later than 14 days from the day of the receipt of your product. Customers are responsible for the cost of returning the products by recorded delivery mail.

 	Return Address: HUMAX Electronics Co. Ltd, Mille Building, 1000 Great West Road, Brentford, London, TW8 9DW
 	Condition of Returned Products: You are only liable for any diminished value of the products resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the products.

Question 23

What should I do if my product is faulty?

Accepted Answer

If you find that your product is faulty, please contact our support team using the contact details provided below in section 7. Under the Consumer Rights Act 2015, you have key legal rights including:

 	The right to a repair or replacement if the product is faulty or not as described.
 	If a repair or replacement is not possible or fails, you have the right to a refund or price reduction. In the case of a faulty product, Humax will bear the cost of postage. Please note: the product has to be returned in full in its original package.

Question 24

Are there any additional charges for cancellations or rescheduling?

Accepted Answer

Cancellation or rescheduling of installation with less than 2 working days' notice: £40
 	Customer not present or unable to access the premises on the installation date: £40
 	Failure to schedule installation within 3 months of order confirmation: May result in increased installation cost at the current rates

Question 25

How does a Standard Installation work?

Accepted Answer

1. Choose the installation package. If you need some guidance, go to our website and answer a few simple questions to find the installation pack that best suits your needs.

2. Add the pack to the shopping cart along with the charger you like the most. In the checkout process we will ask you for all the necessary information, such as address, contact information, etc. Our team will contact you within the next 48 working hours to confirm the installation and send you a pre-install survey.

3. Our certified installer will contact you to visit you to carry out the installation. Prior to installation, they may also contact you directly to request additional information about your home and installation.

4. Additional works should be quoted to yourself and paid before the installation. If something is missed and picked up by the installer on the day of the installation, we will contact you to check whether you're happy to proceed and to take the extra payment.

Question 26

What does a Standard installation include?

Accepted Answer

All our installation packages are based on an installation performed under normal and regular conditions, including the following:
● Fitting of the charger on a brick or plaster wall, or to another suitable permanent structure.
● Up to 10 / 20 / 40 metres of electrical cable depending on the chosen pack.
● Fitting and testing of mandatory electrical protections, according to current regulations.
● An additional three way consumer unit, if required.
● Installation of a Type C MCB, Type A RCD and SPD, in an RCBO enclosure, if required.
● Drilling of a suitable hole for passing a cable up to 20” thick, if required.
● Provision of up to 3 metres (10 feet) of plastic conduit to conceal interior wiring, if required.
● Small materials and fixings.
● Labour hours (depending on the rate applied).
● Travel costs from the installer’s headquarters.
● Power Boost Meter or MID installation, if purchased with the charger.
● Electrical testing and certification of the charger and circuit.
● Demonstration of the charger functions and registration and demo of the app.

But the following is not included:
● Registration of new meter/supply or parking outside the building or the house.
● Adapting the installation to comply with current regulations (older non-standardised installations with no neutral or earthing, etc.)
● Any type of civil or ground works (trenches, ditches, channels, etc.) or associated ducting/conduits.
● Masonry, paint or plumbing works.
● Any other item or work not specified.

It is important to note that under no circumstances are any type of refurbishment or construction works included to facilitate installation. In case it is necessary, this will be quoted separately from the initial installation package ordered.
22kW chargers / 3 phase installations will be subject to bespoke, open quotations provided by Humax.

Question 27

Do I need any permission to carry out the installations?

Accepted Answer

If you live in a private property, you wouldn't need permission unless you weren't the owner of the property.

Sometimes, permission to connect the charger to the power supply will need to be obtained from the local Distribution Network Operator (DNO). The assigned installer will make this application on your behalf.

In shared or communal parking spaces (ie. flats) you'd need permission from the property owner and you'd need to notify other tenants about the installation.

Question 28

How do I know which installation pack I need?

Accepted Answer

Access our online assistant on our website, where we will be happy to advise you so that you find the pack that best suits your needs.

Question 29

What if the pack I purchased is not the one I need?

Accepted Answer

If you need a pack that is not the one you purchased, Humax will contact you to arrange the corresponding refund or payment of the difference so that the installer can continue with the installation.

Question 30

Do I have to do anything before the installer arrives?

Accepted Answer

You just have to clear away the area where you would like to have your charger installed and the pathway that leads to your consumer unit.

Question 31

Do I have to attend the installation?

Accepted Answer

You must be available for the installers as they may ask you some questions during the installation process.

In addition, after the installation of the charger is finished they will guide you through the process of setting it up, show you how to perform the first charge (if a vehicle is available), schedule a charging session and help you register in the application.

Question 32

What should I know after the installation takes place?

Accepted Answer

If you have any questions or problems with the charger or its installation, you can contact our Support and Customer Service at uksupport@humax-digital.co.uk.

In addition, after the installation of the charger is finished they will guide you through the process of setting it up, show you how to perform the first charge (if a vehicle is available), schedule a charging session and help you register in the application.

Question 33

How long does it take to install my charger?

Accepted Answer

Our Standard Installation packs include 4 hours for the pack of Up to 10 metres, 5 hours for the pack of Up to 20 metres and 8 hours for the pack of 40 metres.

Question 34

How long does it take to have my charger installed after I buy it?

Accepted Answer

Once the charger and the installation are purchased, within a maximum period of 14 days (or according to your preference), you will be enjoying the best charging experience.

Question 35

How do you measure the distance?

Accepted Answer

For single-family homes: the distance is from the electricity mains or consumer unit to the parking space.
In apartments, the distance is from the consumer unit to the parking space, but taking into account distance between heights (average height per floor is 3 metres).

Question 36

How do I know if the installation is single-phase or three-phase?

Accepted Answer

In single-family dwellings, the installation is normally single-phase, but in case of large homes with swimming pools, sauna, greenhouse, air conditioning, etc. it is possible to have three-phase.
For flats, these are almost always single-phase. They will rarely be three-phase installations.
Conversely, for office buildings the most common are three-phase installations

Question 37

Who should I contact if I have any doubt on the installation?

Accepted Answer

You can call  0344 318 8800 or send an email to uksupport@humax-digital.co.uk

7kW – 4m Cable

7kW – 7m Cable

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