Fast charging provider EVgo has announced several significant enhancements to its network. The company is not only upgrading existing charging stations and adding new ones—it has undertaken several initiatives to improve reliability and customer service.

“As the EV industry expands from early adopters to mass-market consumers, EVgo’s commitment to delivering a best-in-class charging experience is more important than ever,” said President Dennis Kish. “EVgo’s new performance monitoring tool, software updates, and ongoing equipment replacement and upgrade efforts are just some of the ways we are future-proofing our fast charging network.”

Since the start of 2022, EVgo has upgraded, replaced or decommissioned legacy equipment at more than 500 stalls across 20 states. The company plans to replace legacy equipment with the most advanced models, installing higher-power chargers where possible, at up to 150 additional EVgo owned stalls in 2024.

EVgo continues to increase charging speeds—the network has more than doubled the number of stalls served by 350 kW chargers over the last year.

The company has several initiatives underway to improve reliability and expedite repairs.

• EVgo’s new Canary Model is “a powerful performance monitoring tool designed to automatically identify and analyze patterns and support diagnostics, augmenting EVgo’s maintenance responses with data from actual charging sessions.”
• EVgo’s charger software now includes around-the-clock cable signal monitoring. If a cable signal is lost for any reason, the company is automatically notified within seconds.
• EVgo has upgraded charger antennae across its network, and says it was able to reduce internet connectivity downtime by almost half in the first two quarters of this year.
• EVgo says it has reduced the mean time to repair chargers by 67% since the first quarter of 2023.

The focus on reliability appears to be delivering results: EVgo says that, since January 2023, it has seen a significant reduction in the percentage of charging sessions requiring call center assistance, as more customers are successfully powering up on their first try.

Source: EVgo