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Unable to Charge Level 1 or Level 2

vensonk

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Sharing my experience and wondering if others are also going through this (sorry for the long post)....

I was going on vacation, so on Sept 14th I charged my 1 month old R1S to 85% on my newly installed Rivian home charger. All was good, so I unplugged it and went away for 10 days. Note that I did do the 2023.34.0 software update after charging and before I left.

I came back on Sep 25th and my Rivian was around 72% so I attempted to charge it at home, but received an error saying that I needed to unplug and try again. I tried multiple times at different amps, cycle the charger power, checked the 60A breaker, and even tried a software restart. Nothing worked so I decided to call Rivian Support on Sept 26th.

Rivian had me try charging again with a sleep/vehicle restart a number of times. We also tried the portable charger (Level 1) and same symptoms. After researching online, I mentioned to Rivian that it seemed to be a vehicle issue since none of my Level 1 or 2 chargers work and could they setup a service appointment. They said they would create a ticket and escalate to the charging team first and call me back in 2 days. The next day I went to a nearby Level 3 charger and had no problems charging.

2 days went by and I hadn't heard from them, so I called them back. The Rivian support person saw my ticket, but wanted me to try everything again. With no resolution, I asked for a service appointment, but they said they needed to escalate to the charging team first and call me back in 2 days. Meanwhile the first Rivian support person called me back and said I need to take pictures of my home charger, including inside to show the wiring, before the charging team would take the ticket. I also told them that I had no problems with Level 3 charging.

3 days went by and I hadn't heard from them, and I noticed that my ticket disappeared. So I put in another ticked myself and called them back. A Rivian support person saw my new ticket and wanted to go over each step again. They also said my first ticket didn't delete, but doesn't show once it's been picked up. They noted that I have two tickets now and they would find out more from the charging team.

The next day someone from the charging team called me and asked if I've tried all the same things. I told them I've been doing these with each person I talk to and Level 1 and Level 2 charging never works, however Level 3 does work. I asked them to please setup a service appointment. They said they have to go through a debugging process, so asked if I could take pictures of my portable charger and add that to the ticket and they would call me in a few days. They also wanted to have me charge on an external Level 2 with them on the phone. I previously tried that myself and it didn't work.

It has now been over a week and I haven't heard from Rivian. So I called back and they said they see all my tickets and pictures but have no update. Meanwhile I go to a Level 3 to charge. Also note that there is no way to add notes to your ticket other then upload pictures, so I start adding text to images and uploaded them for updates.

Finally On Sunday Oct 1st. I get a call from Rivian support wondering if I've made progress with the charging team. I told him I haven't heard from them in a week and wondering what it would take to get a service appointment - I've been asking every time I talk to them. The Rivian support person apologized and said he would find out more and call me back. Surprisingly he called me back within an hour and said the charging team had no resolution and he would escalate and call me back later. A few minutes later, he called and said he had an appointment for later that week or early the following week.

So I took the R1S, on Oct 10th, to the Chicago SC which is 15 min from my home. There is a 10 minute drop off window and the place was packed with vehicles waiting for service. My service advisor didn't say much other then leave your key and asked if I wanted the rental they reserved. I asked to just get me an Uber and he told me to go outside and wait for it. He did say he would contact me in a few days and let me know if parts would be needed or if they were able fix the issue.

That's the last I've heard from Rivian. It's been a week since I've dropped it off and 20 days since I initially called them. I've been tracking it's location and charge level on my mobile app and it's been sitting in the same spot with the same charge level. The mobile app shows 'Onboard charger' as the service item now, but otherwise it has no other useful information or ability to communicate with Rivian.

I'm ok with issues as an early adopter, but never experienced this level of non-communication for any vehicle serviced before. The service tech for my ICE vehicle calls me multiple times a day even if there is no update and they provide me with updates at each step. Right now I'm sitting in limbo and really want Rivian to call me without me having to pull information from them.

Hoping others don't have this issue or this experience.
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240vPlug

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This is definitely not the norm for Rivian. They have always been very communicative with me. Contact service and ask them for an ETC.
 

a76marine

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Sharing my experience and wondering if others are also going through this (sorry for the long post)....

I was going on vacation, so on Sept 14th I charged my 1 month old R1S to 85% on my newly installed Rivian home charger. All was good, so I unplugged it and went away for 10 days. Note that I did do the 2023.34.0 software update after charging and before I left.

I came back on Sep 25th and my Rivian was around 72% so I attempted to charge it at home, but received an error saying that I needed to unplug and try again. I tried multiple times at different amps, cycle the charger power, checked the 60A breaker, and even tried a software restart. Nothing worked so I decided to call Rivian Support on Sept 26th.

Rivian had me try charging again with a sleep/vehicle restart a number of times. We also tried the portable charger (Level 1) and same symptoms. After researching online, I mentioned to Rivian that it seemed to be a vehicle issue since none of my Level 1 or 2 chargers work and could they setup a service appointment. They said they would create a ticket and escalate to the charging team first and call me back in 2 days. The next day I went to a nearby Level 3 charger and had no problems charging.

2 days went by and I hadn't heard from them, so I called them back. The Rivian support person saw my ticket, but wanted me to try everything again. With no resolution, I asked for a service appointment, but they said they needed to escalate to the charging team first and call me back in 2 days. Meanwhile the first Rivian support person called me back and said I need to take pictures of my home charger, including inside to show the wiring, before the charging team would take the ticket. I also told them that I had no problems with Level 3 charging.

3 days went by and I hadn't heard from them, and I noticed that my ticket disappeared. So I put in another ticked myself and called them back. A Rivian support person saw my new ticket and wanted to go over each step again. They also said my first ticket didn't delete, but doesn't show once it's been picked up. They noted that I have two tickets now and they would find out more from the charging team.

The next day someone from the charging team called me and asked if I've tried all the same things. I told them I've been doing these with each person I talk to and Level 1 and Level 2 charging never works, however Level 3 does work. I asked them to please setup a service appointment. They said they have to go through a debugging process, so asked if I could take pictures of my portable charger and add that to the ticket and they would call me in a few days. They also wanted to have me charge on an external Level 2 with them on the phone. I previously tried that myself and it didn't work.

It has now been over a week and I haven't heard from Rivian. So I called back and they said they see all my tickets and pictures but have no update. Meanwhile I go to a Level 3 to charge. Also note that there is no way to add notes to your ticket other then upload pictures, so I start adding text to images and uploaded them for updates.

Finally On Sunday Oct 1st. I get a call from Rivian support wondering if I've made progress with the charging team. I told him I haven't heard from them in a week and wondering what it would take to get a service appointment - I've been asking every time I talk to them. The Rivian support person apologized and said he would find out more and call me back. Surprisingly he called me back within an hour and said the charging team had no resolution and he would escalate and call me back later. A few minutes later, he called and said he had an appointment for later that week or early the following week.

So I took the R1S, on Oct 10th, to the Chicago SC which is 15 min from my home. There is a 10 minute drop off window and the place was packed with vehicles waiting for service. My service advisor didn't say much other then leave your key and asked if I wanted the rental they reserved. I asked to just get me an Uber and he told me to go outside and wait for it. He did say he would contact me in a few days and let me know if parts would be needed or if they were able fix the issue.

That's the last I've heard from Rivian. It's been a week since I've dropped it off and 20 days since I initially called them. I've been tracking it's location and charge level on my mobile app and it's been sitting in the same spot with the same charge level. The mobile app shows 'Onboard charger' as the service item now, but otherwise it has no other useful information or ability to communicate with Rivian.

I'm ok with issues as an early adopter, but never experienced this level of non-communication for any vehicle serviced before. The service tech for my ICE vehicle calls me multiple times a day even if there is no update and they provide me with updates at each step. Right now I'm sitting in limbo and really want Rivian to call me without me having to pull information from them.

Hoping others don't have this issue or this experience.
What was The fix for this? Did you hear? I'm having this issue now after 7 days away as well.
 

a76marine

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Follow up for what it's worth. I had to reset and re-pair my wall charger and now it's charging.
 

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vensonk

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I'm having the same issue and getting a similar run around.

I made my ticket explaining that i have tried the Rivian portable charger (L1) and both of my chargepoint L2 chargers at home (and that both of these chargers work fine on my wife's EV). I also explained that i went to a public L2 station and it wouldn't charge, but that L3 charging works fine.

They want me to take my portable rivian charger somewhere else to plug in and then wanted to know the brand of public L2 station i used.

It seems pretty obvious the on board AC charger has failed. I don't know why they just don't make the damn service appointment. It's like they just want to delay getting the point where they actually make an appointment. He went on to say that if they do ultimately need to make an SC appt it wouldn't be until February. LOL.

Overall, very unhappy with this nonsense. Car is only 2 months old.
I think they are just following a playbook that addresses the most common issue, which is the Rivian wall charger or portable charger. They really need to update their playbook, but there are also various teams involved that don’t necessarily talk to each other. Once the charging team signs off that it’s not their issue, they will send it back to the vehicle team. Then escalate the issue and you should get in to the SC right away. You’ll need to call every few days to get movement. Gook luck!
 

Yeti370

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I have also had a similar issue. Since September of this year, I had an issue with L3 charging. Whenever I went to a L3, it would max out at 70kw. It didnt matter how low the battery was or how much time it had to precondition, it would never go any faster. Which, on multiple occasions had me sitting at a charger for 1.5-2 hours so that I could make it home. I created a service request and after many phone calls, I was told that they reviewed the data and it was the charger and not the truck, even though I experienced it on a EA, EVGO and Shell L3 charger. So, on my next trip, I tried again and had the same issue. I finally got a service appt, but was told they tested it and its charging as expected. I havent trusted it on a trip since then.

Now, for about a month, I cant charge on L1 or L2 for more than 20-30 minutes and it will kick my breaker. Again, I was told its probably a charger issue, even though its happening on L2 charger and the portable charger. I was asked to take photos of my L2 with the cover off and the electrical panel with the cover off so they could see the wiring. I refused to do that and only sent pics with covers on. After a few days, I was told that next steps would be for me to try a public L2 and L3 and report what happens. So, this weekend, Im going to spend 2-3 hour debugging the issue for them. Hopefully that will finally get them to take it serious and we can get this fixed.

I have never experienced this with any other manufacture. Its gotten to the point that we always drive my wifes car because Im worried that I will run it down to 0% if I cant get it to charge.

For reference, a simliar issue happened with a Tesla I had before this. They towed it to a service center and replace the onboard charger and I had my car back within 48 hours.
 

Count Orlok

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The Count is now in this boat. SAD!
 

Count Orlok

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I hope you don’t end up like me and need a new battery!
Rep said he'd call after talking to a supervisor before he could open a ticket. Tried three L2 and the portable charger (at three different properties). R1S goes red after 5 seconds. Wall charger remains green.
 
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No_Name5330

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Rep said he'd call after talking to a supervisor before he could open a ticket. Tried 3 L2 and the portable charger. R1S goes red after 5 seconds. Wall charger remains green.
You may be in luck, my R1S would immediately error out when connected to any lvl 1, 2, or 3 charger. I wish you the best of luck!
 

Count Orlok

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You may be in luck, my R1S would immediately error out when connected to any lvl 1, 2, or 3 charger. I wish you the best of luck!
I thought about trying a L3 but nearest one to the location the S is at is 40 miles and the guestimator shows I have 99 miles of range. I'm not worried about making it back but rather having it sit at <5% if L3 craps out while waiting for Rivian to get a tow up here to God's Country.
 

Count Orlok

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The Count's R1S is getting a free trip to Chicago. Sounds like the AC charge module is fubar. Perhaps he will visit the R1S when he picks up his Grenadier.
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