Worst possible nightmare, 200 miles and 4 hours from home on a Sunday! Returned to car at a Cambridge Park & Ride unit to find not only that the car had not been charging in our absence but even worse, our cable could not be released from the charging unit. App not working. Customer service at BP Pulse informed us that most of their IT systems were down. However, with some dogged determination on the part of their excellent customer representative (Anzaila) and a good deal of patience on our part, she set about trying to reboot the unit remotely in an effort to release the cable. It did take about 30-40 minutes in all, but she was determined to do absolutely everything she could to resolve the issue and kept us informed every single step of the way. Whilst the situation was frustrating and stressful, her efforts and determination to resolve the situation were both admirable and much appreciated. A true credit to her company (unlike their IT systems!)