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Trying to get tech support for Home Charging

Garry-s

New Member
Jan 21, 2013
1
0
Ontario, Canada
For the life of me, I cannot get ahold of anyone at Tesla to assist me with our home charger that isn't working. I have sent 4 emails this week to "[email protected]".
I tried using my Tesla app to setup a service and they replied by saying "Hello-For these types of home charging issues we have a dedicated team who would be able to assist you with troubleshooting and diagnosis and even replacement of the charger if needed. Please reach out to Email: [email protected] Phone 888-765-2489.
As I said, I have emailed 4x. So I tried calling but got caught in the following answering machine loop.

When I call the number they gave me (888-765-2489), the answering message begins by giving me 2 options to select from. 1st:/For vehicles please press 1, for energy press 2, so I pressed 1. then the next option, for sales press 1, for service and support press 2 (so I pressed 2), for flat tire or roadside assistance press 1, for vehicle service press 2, for home charging press 3. So I pressed 3.
Then it said Thank you for contacting Tesla for Tesla energy press 1, if you'd like to activate an energy product press 2, for all other inquiries press 3 (so I pressed 3) to discuss solar press 1, for employment press 2, if you know your parties extension press 3, TO RETURN TO THE PREVIOUS MENU, press 7.


This is so frustrating. Does someone have an actual phone number that I can speak to a live person?

Please help,
Thank you,
Garry
 

DerbyDave

Active Member
Jul 2, 2020
1,242
767
Kentucky
They really don't do emails at wall connector support. Never answered one of mine. I opened a service ticket referencing the issue and they called and said call the number at wall connector support, don't email. I was able to get thru quickly to them, and they fixed my issue promptly. If you are not getting any response, open up a support ticket in the app and reference that you have been unable to contact anyone at wall connector support.
 

techweenie

Member
Jul 8, 2021
10
3
90066
Hey. New Model S owner here (105K mile 2014) got it through a dealer, so I inherited a level 1 charger which is giving me 4 flashes -- which is an indication it needs WiFi setup. But it doesn't appear as a 'network' on my phone. The QR code scan gives me a bunch of numbers that do not resolve to a 'network.' The online guide QR code gives an IP address that is unresponsive. I'm in a loop.

Anyone been through this?
 

techweenie

Member
Jul 8, 2021
10
3
90066
This is the uncooperative unit.
 

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techweenie

Member
Jul 8, 2021
10
3
90066
Thanks. Been through all that.
As it says on page 10, 4 flashes means WiFi needs to be set up, but the device does not appear as a 'network' on my phone and the web page for doing the setup seems to be no longer in existence.
So, as stated before, I need to find someone who has been through this. Perhaps Tesla has end-of-lifed this unit?
 

techweenie

Member
Jul 8, 2021
10
3
90066
My bad. This manual is giving me a different interpretation of the 4 flashes than the previous one I found. It's indicating a bad ground, which is something I can address.
However, the "commissioning" process still requires a WiFi connection and a password, which apparently was in a document I didn't get with the Model S. So, I still have the 'recommissioning' question.
 

brkaus

Well-Known Member
Jul 8, 2014
8,081
6,644
Austin, TX
My bad. This manual is giving me a different interpretation of the 4 flashes than the previous one I found. It's indicating a bad ground, which is something I can address.
However, the "commissioning" process still requires a WiFi connection and a password, which apparently was in a document I didn't get with the Model S. So, I still have the 'recommissioning' question.

there is no wifi for the gen1 UMC.

the only charge device from Tesla that has wifi is the gen3 wall connector.

you accidentally grabbed the wrong manual. Probably didn’t notice because you haven’t seen all the devices so not as easy to tell them apart.
 

techweenie

Member
Jul 8, 2021
10
3
90066
brkraus: its almost as if I can't trust everthing printed on the Internet! Moved the charger to a better outlet and... it started (trickle) charging.
Sorry for the barrage of misinfo I digested. I'm a newbie to the Tesla ecosystem. I'll figure it out. And thank you.
 

Bigriver

Member
Mar 2, 2018
522
469
Pittsburgh, PA
Sorry for the barrage of misinfo I digested. I'm a newbie to the Tesla ecosystem. I'll figure it out. And thank you.
Hey, the forum is here to ask questions and learn. Many things about Tesla’s are not obvious, so we all need help at times. Congrats on the “new” car and welcome to the forum.
 

brkaus

Well-Known Member
Jul 8, 2014
8,081
6,644
Austin, TX
brkraus: its almost as if I can't trust everthing printed on the Internet! Moved the charger to a better outlet and... it started (trickle) charging.
Sorry for the barrage of misinfo I digested. I'm a newbie to the Tesla ecosystem. I'll figure it out. And thank you.

Ha. We have all been there! glad your charging! Slow and steady helps!

that UMC can use different outlet types - with adapters. Would give faster charging if other outlets are available.
 
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carfan101

Member
Sep 2, 2021
6
4
ny
Hey All, Just got new Model S and new wall charger. Button on Wall charger does not open charger port. App opens port as well as controls in vehicle but not the button on the charger. Professionally installed charger and it works great, successfully setup the wifi,etc. Any ideas?
 

DerbyDave

Active Member
Jul 2, 2020
1,242
767
Kentucky
Probably something simple. Open up a service ticket on the app. They will check it out remotely, and either fix it, or schedule a mobile service visit under warranty. Probably either needs an update, or the button is bad. The button has to wake the vehicle up if it is asleep. Sometimes I have to keep it pressed a few seconds, and then press it again after it wakes up.
 

MorrisonHiker

Well-Known Member
Mar 8, 2015
10,233
9,953
Colorado
Hey All, Just got new Model S and new wall charger. Button on Wall charger does not open charger port. App opens port as well as controls in vehicle but not the button on the charger. Professionally installed charger and it works great, successfully setup the wifi,etc. Any ideas?
1. What car do you have? I've heard some of the new 2021 Model S have a charge port antenna issue that requires a hardware fix for the button to work.
2. If you use a Tesla destination charger elsewhere, does it work?
3. Have you tried another Tesla?

Basically, if the button works for other cars, the problem is your car. If your car works at other destination chargers, then it's your wall connector that is having issues.
 

Rocky_H

Well-Known Member
Feb 19, 2015
6,765
8,354
Boise, ID
Hey All, Just got new Model S and new wall charger. Button on Wall charger does not open charger port. App opens port as well as controls in vehicle but not the button on the charger. Professionally installed charger and it works great, successfully setup the wifi,etc. Any ideas?
Obvious troubleshooting step to eliminate a variable that it sounds like you haven't tried yet:
Plug in the mobile charge cord into a regular outlet and press the button on that handle. That should point you very clearly to whether it is a problem with either the car or the wall connector.
 

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