Thank you for getting back to me!

I have discussed with our director of engineering in regards to the cable and the issues you have encountered and he has advised that as it is not easy for you to try the cable with a public charger, the other way to check if the issue is the cable or not is to cancel all scheduling and just plug and charge as a way of testing, this would be a quick test and if the cable charges the car on plug and charge the cable is not the issue, as if it was it would not charge the car normally on plug and charge, you can then reset your scheduling as usual and this would sort the issue as we have had a quite a few situations where the scheduling was causing the issue. After the test, you can add the scheduling again.

Can we also check what is your supplier for the cheaper tariff? Is it Octupus, as if it is we have some troubleshooting extra steps that we can send you as we had cases where Octupus was being used and issues similar to what you are describing have occurred and after the steps provided by us the issue has been resolved.

We understand that the technical team support for your home charger has indicated that the error message is related to the cable, however in our experience, technical team's from chargers tend to blame the cable as a first, we had cables sent back to us for this very reason and they arrive and get re-tested and inspected they had no fault and were working perfectly. Hence why the test to see if the cable charges normally on plug and charge is important to determine if the cable has a fault or not, it is frustrating for you as a customer if we bring your cable back, inspect in our facilities and then we find no fault and send you the cable that still won't for you as it wasn't the root cause of the issue. 

If the test of plug in charge is negative, please let us know the soonest and we will arrange for you to send the cable back to us for testing and inspecting. 

I hope this makes sense but if you have any queries please give me a shout!