EVgo recently revealed several network enhancements through EVgo ReNew. In addition to network advances, EVgo has debuted the Canary Model, a performance-monitoring tool it said is designed to automatically identify and analyze patterns and support diagnostics, augmenting EVgo’s maintenance responses with data from actual charging sessions. Together, these updates are designed to strengthen EVgo’s position as the EV charging provider of choice amid a shifting competitive landscape, the company said.

EVgo’s ReNew program encompasses six pillars – resilience, prevention, diagnostics, rapid response, analysis, and continuous customer service – that it said define its approach to reliability and customer experience. According to EVgo, some of the highlights of the company’s announcement include:

• Resilience
  • ReNewed equipment: Since the start of 2022, EVgo has upgraded, replaced or decommissioned legacy equipment at more than 500 stalls across over 20 states. The company said it plans to remove or replace legacy equipment with advanced models, installing higher power chargers where possible, at up to 150 additional EVgo-owned stalls in 2024.
  • More high-power stalls: EVgo said it continues to deploy high-power fast charging, with the network seeing a more than 115% increase in the number of stalls served by 350kW chargers over the last year.
  • Larger stations: EVgo said it has increased the number of sites capable of serving at least six vehicles by over 80% compared to last year and continues to identify more locations capable of serving up to 10 vehicles at a time.
  • Streamlined payment: Sessions initiated via Autocharge+ in the second quarter of 2024 increased over 200% compared to the second quarter of 2023, according to EVgo.
• Prevention, diagnostics and rapid response
  • New performance monitoring tool: EVgo launched the Canary Model, which it said is an automated, data-driven tool, to expedite field service response time and enable it to address root cause issues more rapidly.
  • Reduced repair timelines: EVgo said it reduced the mean time to repair chargers by 67% since the first quarter of 2023.
  • Cable signal detection: EVgo said it updated charger software across its network to include round-the-clock cable signal monitoring. If a cable signal is lost—whether due to a drop, cable breakage or intentional damage—the company is automatically notified within seconds.
  • Connectivity upgrades: EVgo said it upgraded charger antennae across its nationwide network, reducing internet connectivity downtime by almost half in the first two quarters of this year.
  • Extensive vehicle interoperability testing: To date, EVgo said it has performed interoperability testing on more than 70 EV models, including passenger vehicles, motorcycles, and light- to heavy-duty trucks.
• Continuous customer service
  • On-screen assistance: Earlier this year, EVgo said it updated its charger firmware to start rolling out detailed step-by-step charging instructions and progress bars on the majority of charger screens to help new EV drivers successfully navigate their first fast charge.
  • Enhanced language support: Over 10% of calls to EVgo’s customer support team are handled by Spanish-speaking representatives.
  • More charging successes: Since January 2023, EVgo said 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.

In addition to the progress achieved through the ReNew program, EVgo said it is also working to develop a next-generation charging architecture designed to deliver new cost efficiencies and elevate the customer experience with enhanced firmware. EVgo added it recently passed critical internal milestones for this development and expects to deploy this new architecture in the second half of 2026.