I'm not sure if this is the correct forum to post this question, and I apologize for this long, rambling post. Jump to the end for my question to the community.
I have been using two Juicebox 40’s on a load group that share a common 50-amp circuit for some time now, and they have worked perfectly, charging my e-Golf and a Tesla Model Y. In late September, I received notification from Enel X that my system would be migrated to a new software system, “The New Enel X Way JuiceBox Experience.”
I dutifully upgraded but noticed soon thereafter that things were not working correctly—the EVSE would time out before a charge was complete, etc. Because of this, I was wondering if the load sharing feature was still working correctly. I hooked up both of my EVs to change at the same time and, to my horror, the two EVSEs were drawing 51 amps continuously on my 50-amp circuit. After 8 minutes, I disconnected the vehicles to avoid overheating the circuit.
I immediately called customer service and received this response three days later, “We have looked into the points raised in your communication to us on October 7, 2023, and confirm that upon further investigation, we have identified a bug with the recent software migration which may have impacted a very small handful of load-sharing customers. We are working hard to address and fully resolve this issue as soon as possible.”
On October 16, I was told via email that the issue had been resolved. I have yet to do another extensive load-sharing test, but I did discover that my JuiceBox 40's have been deprecated to a maximum of 20 amps. This may "solve" the overdraw caused by two EVs simultaneously charging, but clearly the EVSE’s are still not working as advertised.
I called customer support on October 16 and was told a "manager" would call me back. No one did. I called again today and was told that a "manager" was looking at the issue and waited over 20 minutes to speak with him or her. I was told again that the manager would call me back. I have also emailed on this question without any response for 48 hours. Clearly, the new Enel X Way software has broken the capabilities of these units--in fact, they are broken beyond the load-sharing issue, since the EVSE will not charge my e-Golf with a departure time set. Again, I haven't been able to test all of the current capabilities, but everything worked with the old app.
So, my question to the Tesla community, have any of you had similar issues charging with a Juicebox and the new, Enel X Way software? Any suggestions on what I can do to convince Enel X to fix these issues?
I have been using two Juicebox 40’s on a load group that share a common 50-amp circuit for some time now, and they have worked perfectly, charging my e-Golf and a Tesla Model Y. In late September, I received notification from Enel X that my system would be migrated to a new software system, “The New Enel X Way JuiceBox Experience.”
I dutifully upgraded but noticed soon thereafter that things were not working correctly—the EVSE would time out before a charge was complete, etc. Because of this, I was wondering if the load sharing feature was still working correctly. I hooked up both of my EVs to change at the same time and, to my horror, the two EVSEs were drawing 51 amps continuously on my 50-amp circuit. After 8 minutes, I disconnected the vehicles to avoid overheating the circuit.
I immediately called customer service and received this response three days later, “We have looked into the points raised in your communication to us on October 7, 2023, and confirm that upon further investigation, we have identified a bug with the recent software migration which may have impacted a very small handful of load-sharing customers. We are working hard to address and fully resolve this issue as soon as possible.”
On October 16, I was told via email that the issue had been resolved. I have yet to do another extensive load-sharing test, but I did discover that my JuiceBox 40's have been deprecated to a maximum of 20 amps. This may "solve" the overdraw caused by two EVs simultaneously charging, but clearly the EVSE’s are still not working as advertised.
I called customer support on October 16 and was told a "manager" would call me back. No one did. I called again today and was told that a "manager" was looking at the issue and waited over 20 minutes to speak with him or her. I was told again that the manager would call me back. I have also emailed on this question without any response for 48 hours. Clearly, the new Enel X Way software has broken the capabilities of these units--in fact, they are broken beyond the load-sharing issue, since the EVSE will not charge my e-Golf with a departure time set. Again, I haven't been able to test all of the current capabilities, but everything worked with the old app.
So, my question to the Tesla community, have any of you had similar issues charging with a Juicebox and the new, Enel X Way software? Any suggestions on what I can do to convince Enel X to fix these issues?
