just had a scheduled power cut here. Despite a full battery, whole system has gone dead - no power at all. All in one is flashing free with blue static lights pointing at the battery stencil on the front, gateway is completely dead
Unable to get any response from the givenergy WhatsApp support line - just keep getting told try again later
Any ideas?
any breakers tripped out?
I feel for you - we spent a lot of money to get an emergency power supply, only to find that it doesn’t work when we need it!
My suggestion is to do an orderly shutdown of the battery, starting with switching off the battery in the Gateway, followed by pressing the illuminated blue button on the right hand side of the AiO, then the switch inside the lift-up panel on the right hand side and finally any external switch you may have between the AiO and the Gateway. Leave for a minute or two, then restart the battery with the switch inside the lift-up panel. I don’t think you need to press the illuminated switch again - it should now be lit up in blue. If not, then press the switch. Then switch on the external switch, followed by the battery switch inside the Gateway, which should then start up and connect the battery to the house load. No guarantee but this procedure worked for me earlier in the year.
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Nope
Have checked them all. Investigating with the installer remotely at the moment
Don
Wasn’t aware the gateway had a battery, or am I missing something?
Yes, the Gateway doesn’t have a battery but, if it is wired correctly, should be powered from your GivEnergy battery, which I have assumed is an All in One or AiO. If you don’t have an AiO but a different GE battery, then the shutdown and restart procedure may be different, although likely to be similar.
Thanks Don, worked out your instructions after thinking through them. Unfortunately this didn’t work for me, but thanks from the suggestions. Just worked out that the system won’t work even in bypass mode so there may be something beyond end-user resets
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Sorry it didn’t work Davey. Hopefully someone else (Geoffrey?) will have a better idea!
thanks for the vote of confidence, but I don’t have an AIO so no practical experience of the Gateway
@daveb01 and @PianSom both have an AIO so might have a clue?
Sorry - not much I can add.
One thought - you said the battery was full when the cut hit. Were you generating solar in excess of load at that point? If so the system should have shut down while it moved its output frequency to 54Hz. But only for a short (30 secs?) time, and then it should have come back.
Same - not much to add without knowing the installer tested a power outage.
If nothing has tripped in the GW then it’s designed to work if there is a Grid outage.
If you have turned everything off and on again and it’s still not working then I am afraid it’s an installer issue. Get him round and test a grid outage while your watching?
Please can you post your install date here? Also - do you know if an outage was tested when you were installed?
Tagging @TheDragon_Giv as discussed with him.
I suspect the internal trip has gone. You need to open the gateway to access them. I had this problem too. It turned out for me to be the solar panels tripping it out. I had an electrician on the phone to Giv for half a day trying to resolve it.
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Hi
Installation was beginning of 2004. Not sure if an outage test was done. Have been on today and updated all the firmware to latest versions - was 12 months behind on that, which probably didn’t help
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I feel for you as trying to get any help from GiveEnergy is like waiting for Godot! I have been unable to use my batteries for over 6 weeks now and have finally got a date for an engineer visit on November 25!
This was only thanks to the heroic efforts made by the installer.
All this is costing me as not able to make use of the battery for load shifting or storing solar power.
If anyone knows of any way of making a stronger complaint or getting the attention of GE then please let me know.
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Hi
Managed to get the battery performing properly by logging into the cloud and updating all of the firmware. Hope this works for you - battery has run in eco mode with overnight top ups when electricity is cheap since I did this
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Yep, me too.
Zero customer service or support from this company. 2cwerks since my system failed, still no response.
If you find a contact to make an official complaint then please let me know
David
Me too, I’m 2 weeks into a hi energy system failure. It happened on a Saturday, so no chance of any contact as they do not open over weekends!
Tried contacting them by the ONLY means available, as there is no longer any telephone support (such is their commitment to customer service) is via a what’s app chat which is clearly not manned as all messages come back with the stock “all agents are busy” message…I’m beginning to think that there is nobody there at all.
After spending all Monday morning retrying WhatsApp, I phoned their main number, spoke to a lady who took details and said she would pass to support who would contact me within 72 hours. This in itself isn’t acceptable service.
I hadn’t heard anything but Thursday, do emailed support. Got a reply with a “ticket” saying they would contact me within a week. That came and went, still waiting for any sort of response.
Despicable lack of any commitment to customer service.
have you tried your original installer for support? If its a recent installation you should try them first/as well; your contract etc is with the installer
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Yes, again I’ve been trying to contact my installer for over two weeks. After an initial phone conversation it seems to me they haven’t a clue what the problem is (maybe they are trying to get some answers from GivEnergy too?)
I contact them every day, just goes to voicemail.
Bed trying GivEnergy virtually every hour, no response, their WhatsApp chat is useless, all it says is they are busy helping customers! Who?
It’s very frustrating, customer service seems non existent from these companies once they have had your money.
A company is only as good as the support they provide.