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Charger Offline

If the MyPlugStream app says your charger is offline, it means the charger has not checked in recently. The app may show older information until the charger reconnects.

Some charging behaviour may continue while offline, depending on the installation and charging mode, but app control, tariff features, remote support, firmware updates, and live Charger readiness may be limited.

Quick checks

  1. Check the charger has power.
  2. Check the LED state on the charger.
  3. Check whether your home or site internet is working.
  4. Restart the router if other devices are also having connection issues.
  5. Check for recent changes to the Wi-Fi name, Wi-Fi password, router, firewall, broadband provider, or Ethernet cabling.
  6. Refresh the MyPlugStream app after a few minutes.

If the LED is red, the enclosure looks damaged, or the charger smells unusual, stop using the charger and contact your installer or PlugStream Support.

If you recently changed router or Wi-Fi details

If the Wi-Fi name or password has changed, the charger may need its network settings updated before it can reconnect.

Wi-Fi can be updated either through Bluetooth using the app, or through the charger's setup hotspot and setup page. The best method depends on your charger and installation, so follow the app, your installer, or PlugStream Support.

When the charger has no network connection, it turns on its own setup hotspot, called PlugStream-XXXX. This happens about 2 minutes after it loses its connection, or about 30 seconds after it is switched on. The hotspot does not appear if the charger is still connected to your router and only the internet is down.

The hotspot password is the charger's local access password on firmware 1.72 or later. Find it on the Local access card in the box, or in the MyPlugStream app under Charger settings > Local access. Older firmware uses the adoption code on the shipping-box label. See Your charger's local access password.

On PlugStream 7S (PS-7S) and PlugStream 7T (PS-7T) firmware 1.52 or later, Bluetooth is on all the time, so you can change Wi-Fi in the app from next to the charger. On firmware 1.42 to 1.51, Bluetooth comes on once the charger has been offline for about 5 minutes: leave the charger powered, stay close to it, and scan again. See Bluetooth availability.

See Change Wi-Fi or router.

If the charger uses Ethernet

Check:

  • the Ethernet cable is fully connected
  • the router or network switch has power
  • the network port is active
  • any site firewall has not recently changed

If other wired devices work on the same router or switch but the charger remains offline, contact PlugStream Support.

If the charger uses Wi-Fi

Check:

  • the router is close enough to the charger
  • the Wi-Fi network is not hidden or disabled
  • the charger location still has a stable signal
  • the router has not moved behind metalwork, cabinets, or thick external walls

Weak Wi-Fi can make the charger move between online and offline. If the charger regularly drops offline, your installer may recommend Ethernet, a stronger local network, or another approved connectivity option.

What to include when contacting support

Include:

  • charger serial number if you have it
  • the email address used for the MyPlugStream account
  • when the charger last appeared online
  • LED colour and pattern
  • whether the charger uses Wi-Fi, Ethernet, or another connection
  • any recent router, broadband, power, or installation changes

Useful links:

Still need help?

Contact PlugStream Support and include enough detail for the team to find your charger and understand what happened.

Please include:

  • charger serial number, if you have it
  • MyPlugStream account email or site contact email
  • LED colour or Charger readiness message
  • what you expected to happen and what happened instead
  • photos of the charger, cable, connector, or installation area if relevant
  • screenshots from the MyPlugStream app if relevant

See How to contact PlugStream Support.