Experiencing an out-of-service public EV charging station is frustrating enough, but it’s even more aggravating when your app directs you to it right as you urgently need to recharge.

This frustrating situation is all too familiar for many U.S. EV drivers who lack access to Tesla’s reliable charging network, as revealed by a recent report on the reliability of EV chargers, which is based on extensive field data.

The inconsistency of public charging infrastructure and unreliable information regarding charger availability have emerged as significant hurdles in the U.S. transition to electric vehicles (EVs). This issue is critical, particularly as the nation must accelerate its adoption of EVs to significantly reduce carbon emissions from transportation. Fortunately, there are identifiable, though complex, solutions to this problem.

According to ChargerHelp’s first annual reliability report, a startup that trains and employs technicians to maintain and repair EV charging stations across more than a dozen states, more than 19 million data points were analyzed in 2023. This analysis includes real-time evaluations of 4,800 chargers assessed by ChargerHelp technicians, revealing that “software frequently overestimates station uptime, current status, and the likelihood of successfully charging a vehicle.”

Kameale Terry, CEO and co-founder of ChargerHelp, clarified that while the technology driving public charging stations isn’t fundamentally flawed, it does necessitate increased collaboration among stakeholders in the EV charging industry, as well as with federal and state regulators who are establishing uptime criteria for newly installed chargers funded by billions in public resources.

“There’s a complex set of reasons why drivers might report that a charger isn’t working,” Terry noted. “It’s not as straightforward as a gas station. Addressing such complexity requires a more collaborative strategy.”

Discrepancies in Reported and Actual Charger Uptime

The report not only utilized data from ChargerHelp technicians but also integrated insights from EV-charging data management provider Paren, the U.S. Department of Energy’s Alternative Fuels Data Center, and filings from state utility commissions. While it may not represent the largest single dataset examining U.S. EV charger uptime, it stands out in scale.

Contrasting data from various sources highlighted significant gaps between software-based uptime reports and what’s termed “true uptime”—the actual experiences of EV users.

For instance, inspections conducted by ChargerHelp technicians revealed that over 10% of the 4,800 charging points labeled as operational were incapable of successfully completing a test charge.

Similar issues were identified from Paren’s data, which aggregates information on major U.S. public fast-charging stations, excluding Tesla’s own charging network, which consistently scores higher for reliability and uptime compared to other major networks like Blink, ChargePoint, Electrify America, and EVgo. Paren found that the true uptime for monitored stations averages 84%, whereas self-reported uptime claims average 92%.

These discrepancies are supported by numerous smaller studies and surveys conducted in recent years, indicating that the claims of charging providers detailing 95% uptime or above do not align with real-world user experiences. A 2022 study of 657 chargers across 181 non-Tesla charging sites in the San Francisco Bay Area determined that only 73% could provide a charge for longer than two minutes.

Moreover, a May survey from Plug In America found that 40% of U.S. EV drivers were dissatisfied with the availability and reliability of public charging, with 68% experiencing broken or non-functioning chargers in the past year. A June report from Harvard Business School analyzing driver reviews of U.S. public charging stations indicated an average reliability score of just 78%.

Terry cautioned that driver reviews shouldn’t always be taken at face value. “Sometimes, we see negative experiences due to user error,” she remarked.

However, numerous challenges extend beyond user control, highlighting the need for EV charging operators to address and rectify the issues leading to failed charging sessions and erroneous app guidance.

In response to the rising reports of malfunctioning chargers, major U.S. charging networks have begun replacing outdated chargers, committing to faster repairs, enhancing preventative maintenance, and implementing new diagnostic software versions. Yet, improvements have been gradual.

Actually, driver satisfaction with public charging has declined over the past year, according to J.D. Power’s latest Electric Vehicle Experience Ownership Study released in February. This dissatisfaction is emerging even as U.S. consumers are purchasing EVs in record numbers, with an 11% year-over-year increase to over 330,000 vehicles sold in the second quarter of 2024, making up 8% of total new vehicle sales, according to Cox Automotive.

Bridging the Gap in Public Charging

While the array and pricing of EVs available to U.S. consumers become increasingly enticing, a growing mistrust concerning public charging is becoming the primary obstacle preventing more rapid EV adoption, as noted by J.D. Power.

Terry from ChargerHelp shares this sentiment. “We’re noticing that potential buyers may hesitate to invest in electric vehicles if they must rely solely on public charging. A negative charging experience can dissuade them from switching to electric,” she explained. “The driving experience is excellent—people enjoy electric cars. However, we currently face an infrastructure gap, which requires collaborative solutions.”

EV Charging Station Unreliability – Solutions: Data, Standards, and Training

Chargers encounter failures for various reasons, some of which are easier to identify and correct than others. Issues such as damaged cables or malfunctioning internal components can often be quickly diagnosed and fixed, forming the bulk of problems reported by ChargerHelp technicians.

In contrast, failures related to communication, software, and technology integration are more challenging to diagnose and resolve since they often necessitate intervention from charging network operators or their software providers. Furthermore, a significant number of failures remain categorized as “unknown,” a classification that likely includes frequent payment processing issues—identified by the report as among the most common contributors to unsuccessful charging attempts.

Diagnosing EV Charging Station unreliability issues is complicated by the fragmented landscape of the current public charging system.

As of this spring, over 175,000 public charging ports exist across the U.S., constructed and operated by numerous companies and networks that must accommodate all vehicle makes and models—even for Tesla, which is now opening its charging stations to other automakers. Most charging stations are also required to handle various payment methods, such as RFID cards, mobile applications, credit cards, and the emerging “plug and charge” systems that utilize onboard EV technology to communicate with chargers.

Software enables this entire process. However, differing chargers may utilize various software versions that might not integrate well with the hardware or payment systems, and not all may be updated to the latest technology standards necessary for effective diagnostics.

ChargerHelp emphasizes data access and standardization as top priorities for the EV charging sector. “There’s critical data that needs to be made accessible, along with a standard definition of uptime,” Terry explained.

She highlighted essential measures including upgrading chargers to the latest version of the Open Charge Point Protocol (OCPP), an open-communication standard facilitating data-sharing among parties in the charging process. OCPP’s latest version introduces numerous “error codes” to help technicians and network operators identify malfunctioning components or pinpoint issues with payment processing.

Establishing common definitions and shared data is crucial for tackling EV Charging Station unreliability by creating standards aimed at enhancing uptime industry-wide. Achieving this is not only vital for building trust with EV drivers but is increasingly a requirement for accessing government funds.

The National Electric Vehicle Infrastructure (NEVI) program, a massive federal grant initiative aimed at expanding public charging infrastructure, stipulates a 97% uptime requirement for funded chargers. Additionally, state regulators in California, New York, and other states are implementing their uptime standards. The ChargeX Consortium—comprising major automakers, charging equipment manufacturers, charging network providers, utilities, consumer advocates, and DOE labs—has also prioritized data sharing and standardization.

Furthermore, Terry recommends that government programs consider not just the costs associated with deploying chargers but also the funding and strategic planning necessary for ongoing maintenance and repairs of installed chargers. These strategies should incorporate warranties covering troubleshooting costs for software and communication issues, as well as the replacement of broken or damaged equipment.

Lastly, technicians responsible for maintaining chargers must receive training to effectively address a significant share of malfunctions arising from technological failures. This entails that automakers and charging operators share operational data, similar to how the Society of Automotive Engineers collaborated with competing stakeholders to develop the EV-charger technician certification program.

“What we need are technicians who comprehend systems, understand data, and are capable of conducting quality assurance in the field,” she noted.

Equipped with this training, technicians at organizations like ChargerHelp can enhance their performance and become instrumental in advancing the industry’s comprehension of solutions to the challenges at hand fixing EV Charging Station unreliability. After all, “we encounter new issues daily, whether from new EVs or from any time a charging provider rolls out a new firmware update.”