Simpson and Partners Home 7 Product Support | Smart Home Charge
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Help and support

Monday to Friday: 09:00–17:00
Saturdays, Sundays and Bank Holidays CLOSED
  03333 449 234
  [email protected]

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Sign up and instantly get:
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Get to know your Simpson & Partners Home 7

We've created this page to help you understand your EV charger so you can get the most out of it and deal with any potential hiccups along the way. Get started with these key features for your Simpson & Partners Home 7.

What the LED lights mean on the bottom?

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Next to the charging port flap and above the override button is a small LED light, which glows different colours to indicate various statuses

Solid White: Your Home 7 is in standby mode

Solid Blue: A vehicle is plugged into your Home 7

Solid Green: Your Home 7 is charging a vehicle

Solid Yellow: A smart Schedule is currently active

Solid Red: The Home 7 is in locked mode

Flashing Orange: The Home 7 is detecting a fault

Flashing Blue: Bluetooth is active and ready to pair with a smart device via the Simpson and Partners app

Securing your cable to the charging point (Home 7 untethered only)

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Using the Simpson & Partners app, you can tell your Home 7 to lock onto a connected cable so that you can use your charge point as a tethered unit.

To lock your cable to the Home 7 you'll need to:

  1. Connect your cable to the Simpson and Partner Home 7
  2. Open your Simpson and Partners app from the smart device that your Home 7 is connected to
  3. Tap the cable lock icon (the one that looks like a cable circling a "T")

If done successfully the cable lock icon will glow yellow and you will no longer be able to pull the cable out of the Home 7.

To unlock your cable from the home 7, simply tap the cable lock icon again on the Simpson and Partners app.

Setting a schedule

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To schedule a charge on your Simpson and Partners Home 7, you will need to:

  1. Open and log into the Simpson and Partners app on the smart device that your Home 7 is connected to
  2. Tap the "schedule" button.
  3. Tap the toggle switch on the right.
  4. Choose the time that you want your charge session to start and stop using the slider.
  5. Tap the save button

If successful, the home screen will now tell you when your next charge schedule will begin.

Need to contact Simpson and Partners?

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If you need to contact Simpson and Partners you can do so by visiting the "contact us" page on their website.

Or call: 01285 425339

Report an issue with your EV charger
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Charger isn't working? Check these steps first!

Most EV chargers are very reliable and should charge your vehicle as intended. However, there are lots of variables with EV charging that can occasionally interrupt this process. Make sure you've checked the below before moving on to the advanced troubleshooting steps further down the page, as there could be a simple solution to the problem.

Is the cable plugged in correctly?

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As part of a safety and security mechanism, vehicles will often lock a plugged-in cable into place during a charge session in order to prevent forced unplugging. If the Home 7's cable is not properly inserted into your vehicle, the locking mechanism in the vehicle's charging port might not lock onto the cable properly and therefore prevent any charge coming from the Home 7 going into your vehicle.

If you think this might have happened to you, we advise that you unplug the cable from your vehicle, plug it back in again and hold it in place until you hear the locking mechanism on your vehicle grab the charging cable.

Untethered Home 7 only: Like your vehicle, the Home 7 also has a locking mechanism in it’s cable port which locks your cable in place during charge sessions and permanently if you have your charger in tethered mode. If you choose to have your Home 7 in untethered mode, we advise that you check that the cable is properly inserted into the cable port of your Home 7 as well as your vehicle before starting a charge session.

What charging rate can your vehicle accept?

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Most vehicles can accept an AC charge rate of up to 7.4kW using a single phase charger and up to 11kW using a 3-phase charger. Some older vehicles however such as the first Nissan Leaf charge at a much slower rate. This means that no matter what charge speed your Home 7 outputs, your vehicle will limit the speed to its max output.

You can check your vehicle's charge speed by finding it on the vehicle page section of our website (it will be listed under charging time). You should also be able to find your vehicle's max charge speed in its manual.

Check the vehicle's onboard charging settings

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If you know that your vehicle can accept the max charge speed outputted by your Home 7 but your vehicle is still charging at a slower rate, the next thing to check is if your vehicle isn't deliberately limiting the charge rate due to a setting.

Some vehicles have the ability to adjust the charge speed manually which when set will limit the charge rate that your Home 7 outputs to your vehicle. We recommend that you check your vehicle's settings to make sure that the limiter is either off or set to the max output of your Home 7.

Is your vehicle's settings clashing with your charger app schedule?

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If you are finding that your vehicle hasn't charged fully or at all after a charge schedule, it could be due to the vehicle itself. Some vehicles have built-in charge scheduling features which can interfere with the Home 7's own charge scheduling capabilities.

Every vehicle is different, so we advise checking the manual that came with your vehicle if you are unsure how to turn off or modify its charge scheduling.

Has the charger tripped at the consumer unit?

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It's rare, but an EV charger may trip at the consumer unit if it detects a fault. This is a safety feature, but simply switching the car charger back on at the consumer unit should get you up and running again.

If it keeps recurring then check the specific troubleshooting issues further down the page.

Hardware reset the Simpson and Partners Home 7

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It’s a cliché, but it genuinely can work. Sometimes the Home 7 just needs a kick up the backside and the best way to do this is to reset it.

  1. Power down the Home 7 by switching it off at the mains
  2. Locate the dedicated circuit breaker (see photos below). This should be where your installer connected the charger’s cabling to your mains supply.
  3. Switch it off and leave for 10 seconds.
  4. Now switch back on again

Have you tried this?

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Update the app

Most phones nowadays will automatically keep installed apps up to date, but it’s always good practice to make sure that it is.

To do this you’ll first need to go into the app store on the iPhone or the Google Play Store on Android. Navigate to your installed apps and you should see a list of which apps are up to date and which ones aren’t. If the Simpson and Partner's is showing that there’s an update available, tap “update”.

Report an issue with your EV charger

Simpson & Partners Home 7 Advanced Troubleshooting

My Simpson and Partners Home 7 is not charging my vehicle

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If you've tried turning your charging point off and on again at the fuse board but your charging point is still not charging your vehicle, please check the LED status light located next to the charging socket door.

LED status light is flashing red

This indicates that the charging point has detected a fault. If this happens, you'll need to first: Disconnect your charging cable from the Home 7 if you have the untethered version or from the vehicle if using the tethered version and then push the override button (located under the LED status light) once to reset the fault.

If the fault can't be reset after two or three attempts or the LED status light starts flashing red again after reconnecting your charging cable, please contact Simpson and Partner's support team for advice.

LED status light is Solid red

A solid red light means the charger is locked, access the charger through your user app and disable the lock.

My vehicle is not charging at full power

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There are a few reasons why this might be occurring with your Simpson and Partners Home 7. Firstly, check to see if your vehicle supports the power output your Home 7 is charging at (this is either 7.4kW or 22kW if you have opted for a 3-phase installation) and that the vehicle has no charge limiters set.

Most modern EVs will accept 7.4kW but some older electric cars, such as the first Nissan Leaf charge at a lower rate such as 6.6kW or even 3.6kW. A lot of plug-in hybrids will also charge a lot slower than 7.4kW due to their smaller batteries. If your vehicle is limited to 6.6kW for example, then this will be the max rate of charge even though the Home 7 is capable of a higher output rate. Effectively, the car dictates the charging rate.

Untethered Home 7 users only: If your car can accept the max charging rate of your charger, the next thing to check is the charging rate of your cable. Like the charging point, charging cables can come in single phase and three-phase varieties. If you have the three phase (22kW) version of the Home 7 but are using a single phase cable, then the charging speed of your charger will be limited to 7.4kW.

If your car and cable do support the max power output of your charger (and we haven't manually limited the charging speed for any reason) but it is still charging slowly, please contact us.

My Home 7 continuously disconnects from my WiFi network

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If your WiFi is working for all of your other devices but not your Home 7, there could be a number of reasons for this.

Firstly, check the WiFi strength in the area where your charger is. This is something that we ask you to check before installation but it’s a good idea to check the WiFi strength again if you’re experiencing issues, especially if you have moved your router after installation.

If you are finding the WiFi signal is weak or inconsistent in the area of your charger then the problem could be caused by interruptions to your WiFi signal. Most WiFi signals transmit using a 2.5ghz signal which is the same signal frequency as a lot of other household appliances such as wireless home telephones and microwaves. If you have any devices like this near your Home 7, then we advise moving them if you can as they can create disruptions to the connection between the charger and your WiFi router.

If you have done the above but you are still finding your Home 7 is struggling to maintain a stable signal then you might need to move your router closer to where the charger is located. If this is not an option then you can also buy a WiFi range extender which could provide your Home 7 with the signal strength needed to operate consistently.

The problem with my unit is not listed on here or the advice given has not solved my issue

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If you are finding that none of the advice on this page is working for you then please visit the Simpson and Partners contact page and enter your details as well as the issue you are expiereincing onto the form. Simpson and Partners will then contact you via email or telephone.

Or call 01285 425339 for additional assistance.

Simpson and Partners Home 7 Installation and Setup Guidance for installers

Step 1: Check the charger

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Customers should receive their Simpson and Partners Home 7 charger before installation day (if ordered via Smart Home Charge). It’s good to check the contents inside the box to make sure there isn’t any damage and to check the correct product has been sent.

Step 2: Download the Simpson and Partners app

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Before installation, customers should download the Simpson and Partners app from the smartphone app store. Click the links below to download the Simpson and Partners app:

Step 3: Set up the app

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  1. Make sure that you have bluettoth enabled and open the Simpson and Partners app on your smartphone
  2. Under "available chargepoints", tap "connect" next to the charging point you want to pair with
  3. When prompted, enter the charge point's pin number, which can be found on the quick connect card that came with the charging point.

If successful, you'll be taken to the main screen of the app where you can make changes such as set a charging schedule.

Setting up the wireless energy managerenergy manager

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Simpson and Partners have made a handy video explaining what the wireless energy manager does and how to install it:

 

https://youtu.be/PTsm520TgUo?si=if5HRj7gaS4t1_JD&t=546

Not ready for a home EV charger yet?
Still have questions?

Download our FREE Go Electric guide to home charger installation.

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