Why did I get notified my egg Plus (egg+) has been cancelled for my BG Sync Charger?

egg+ was specifically created to provide an extra layer of reassurance beyond the standard warranty typically associated with EV chargers. Its purpose was to offer you enhanced support and a hassle-free guarantee, ensuring that if any issues arose with your charger, egg would handle repairs or replacements promptly.

We've decided to end our support relationship with Sync Energy.

Because of this, we wanted to proactively stop customers from being billed £3 per month for a service we may no longer able to offer. 

What happens to your £3 per month payment?
Your £3 per month egg Plus payment will no longer be billed going forward

What does this mean for you?
You’ll still be able to use your charger as normal, but we’ll no longer be able to provide the extra support and maintenance through egg Plus. 

Need help or have questions?
For more information, please find a link to the warranty and service section of Sync Energy's website, which outlines how you can access their support directly.

Sync Energy - Contact

What happens to your monthly payment for your charger?
This does not impact your monthly payment for your charger which you will still be required to pay until the end of your term

What happens if I'm still within my minimum 36 month for egg Plus?

All customers with an Sync Energy charger will no longer be bill or have access to egg Plus agnostic of their remaining term length 

Further action required?
There's no further action required on your end. We will process this automatically

Had your charger replaced to another brand already?
If you've already had your Sync Energy charger replaced for another brand then you will continue to be an egg Plus customer for the time being. This change only applies to existing Sync Energy charger customers.

Can I continue my subscription?
Unfortunately there is no option to continue with egg plus.

What support will Sync Energy provide?

Sync Energy, the manufacturer of your charger, will now directly offer an improved level of support that, starting in May 2025 which will replicate all the benefits you previously enjoyed with egg+. We understand that this change may raise questions, and we want to clarify the following points:

- Your warranty refreshed from the date of replacement of charger entitling you to 3 years warranty.
- Your ability to use the charger will not be impacted, and you will continue to have complete access to Egg platform.
- Should you require support for your charger in the future, Sync Energy will provide assistance directly and efficiently, eliminating the need for egg to act as an intermediary.
- The level of service you will receive will be comparable, but now offered free of charge by Sync Energy, rather than through a monthly payment to egg.
- As this service for egg+ was billed via a separate monthly Direct Debit alongside your hardware agreement, no refund is required or due, as all services have been provided during the contract period.

- If you currently have an active support ticket open with Egg, rest assured this support will be fulfilled

For more information, please find a link to the warranty and service section of Sync Energy's website, which outlines how you can access their support directly.

Sync Energy - Contact

What happens if I have an open service ticket?
We will continue to honour and seek to resolve all current open tickets as part of egg Plus.