Does Givenergy ever respond to emails or
WhatsAp? Customer service seems non existent.
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Had an issue for over a month now. Have tried all methods of communication (phone, e.mail, Whatapp, contacting on LinkedIn etc). WhatsApp does work but you have to try several attempts. Today it took 6 attempts. I was trying to get an update. Seems I needed a new invertor which has been ordered and is currently in the hands of the Warehouse team. But the support team have no visibility of a shipment date. I asked for a lead-time but they cant give me that either. As far as I can tell they have been flooded with support requests recently. Possibly due to a failed SW update. See my separate posts on the subject
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GivEnergy customer service is terrible. Whatsapp, email both unreliable.
Use every means to chase them, Linkedin, Twitter, Email their management and you will get a slow response but rely only on their published channels of communication and you will be ignored. If you wait expecting that they will eventually get to you then you will wait forever.
I wish I had known this before spending all this money. I would not have.
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Is the first responsibility for issues not the installer?
That adds another layer. If GivEnergy sends an engineer then there is no way I am going back to the installer to speak to them to ask when GivEnergy are going to send him back again with the right piece of kit.
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Update. Today I have received a reply consisting of (only) the standard information that was provided previously with the note…(my words) if you cant figure it out find some one who can!!
Fortunately the installer is coming tomorrow.
I still dont know why the inverter fitted and working great for 9 months suddenly lost Internet connection…twice. No other devices have been affected.
Wish me luck
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Have you bothered to do any diagnosis to see why your inverter isn’t connecting to your wired or wireless network?
Sounds rather rude? Of course I have! Hours and hours…both times
Ive also purchased additional wifi extenders and investigated moving the modem closer to the inverter
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Obvious point - but if you’re having wifi connectivity issues, my installer forgot to add the wifi dongle to the AIO. Once i had that connected it was all fine.
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I haven’t needed to contact customer service for some time now. We had a lot of problems to start with but at least I could call someone. Now I’m on this WhatsApp system - so far pretty unimpressed. I am about half an hour in. According to whomever I am talking to, every time I reply I go to the back of the queue and am told that is because the engineer or whoever is talking to 7 people at once. Not entirely my problem I feel. Says he is performing updates, that was 15 minutes ago.
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Well it’s been an hour since I first messaged Givenergy and no communication for the past half hour. Obvious disincentive to ask what is happening as I will automatically be put back in the queue.
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So 1 hour 30 mns later looks like the problem has been fixed. No problems with our system apparently but discovered by chance that the battery was being bypassed by National Grid. No idea how long that has been going on as clearly makes our battery just an expensive brick. Sorted now it seems but will be keeping a much closer eye on it which is a bit of a pain.
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Have now had NO battery for more than 2 months.
Tried many times to contact via telephone without success until yesterday morning. I got through to a call centre and was advised that I would be called back…
Did eventually manage a chat, but the person clearly did not know or understand the product.
Eventually fault was stated to be a faulty inverter - which I questioned as it did not appear to be the case.
Eventually a new inverter was shipped.
Installer arrived to fit new inverter which, as expected did not fix the problem.
Witnessed the installer having to wait 25 minutes plus for support.
After a further 20 minutes, fault confirmed to be the battery.
Eleven days later and nothing back from GivEnergy.
Have just accepted a quote for a new system from my installer, and it is NOT GIVENERGY.
You try and support a UK company, but they do not support you.
IF you look, you will find many unhappy customers and installers that will no longer support or supply GivEnergy products.
Last week, they announced that they had improved support with 10 more staff etc etc but that was not evident to the installer or myself and a week later that is still the case.
FYI, installer stopped selling Givenergy more than a year ago because it was not good for their customer reputation or costs.
I have provided the information requested - see Givenergy reply below, but 7 days later - NOTHING!
Since then I received an email from a gentleman in response to one of my many emails - I guess that I should feel honored as this is the first email from Givenergy in 2 months!
I immediately responded to this email but, not surprisingly, have heard NOTHING AGAIN.
I too am having isssues.
I think the system is working ok (panels, battery, car charger) but I am blind as inverter is offline.
Nearly 1 month now.
I have genuinely done all the things you are supposed to do, have watched all the YT videos and had my installer out to see if they can sort the problem.
Which is that soon after a broadband change, the inverter wifi has disappeared. The WO1234G567.
Installer managed to speak to GivEnergy amazingly and was told they would email me.
Nothing.
So I’ve tried WhatsApp on multiple days.
I’ve phoned and they responded with an email with a link to wifi resetting video. 
I replied but nothing back.
I appreciate that the whole system isn’t down but it feels very stressful.
Do I just need a new Dongle?
How can we get the inverter Wifi back?
How can I get to speak to someone.
The nail in the coffin was getting a bill from my installer for “Reconnecting to Wifi”! How I laughed…
Been trying for 2weeks now to contact customer service
Would never have purchased Give energy had I Known should have gone to Tesla