System consists of an AC3 invertor and 2 x GIV-BAT9.5
After updating the batteries to 3020 firmware the system worked for a few days but has now stopped working.
Status light on the primary battery is showing as red.
Secondary battery is green status.
Been trying to contact GivEnergy for 5 days now with no success via e.mail and LiveChat (Whatsapp). Phone system does not work.
Anybody that can help?
What steps have you tried so far? Turned the battery off and back on?
Yes, everything you would expect, turning battery off and on, restarting invertor etc.
I also tried to update firmware using USB stick as described in GivEnergy You Tube video’s
No change.
Tried to contact on Live chat, phoned, e.mailed, left feedback on portal, posted on community. I even sent a director of GivEnergy a contact request and message on LinkedIn.
Absolutely no response whatsoever from any of these sources.
Also contacted the installer who advised that only GivEnergy can fix a firmware update problem.
I am surprised by that, their support is usually good. Have you tried contacting your installer?
Please see last sentence of previous message.
I am in the same situation. There appears to be a bug in the firmware that shorts the inverter breaking it.
It took weeks to get them to look at it and eventually send an engineer.
Next it has taken another 2 weeks get a second visit to replace the inverter.
They tell me that they think this next visit on Wednesday will fix it, but I have to say I am not confident. That would mean another 2 to 3 weeks wait for another engineer visit. This started on 11th of June, engineer comes on the 23rd of July.
The only way I can get their attention is by pestering their management on email. I chase them, and appointments get booked. If I don’t then nothing happens. They recommended that I use their chat capability to communicate with them. That was a waste, I could not get it to work.
The whole experience is giving me serious buyers remorse.
I get that stuff goes wrong, but managing my expectations is key. If they just told me what was going to happen and when I would probably just suck it up, but I have to be a real pain to make any progress and get any feedback from them.
I wonder just how big a problem this is. Is it killing their ability to provide service? They have not posted anything on the portal that I have seen to suggest this is a known bug, but the engineer seemed to have seen this before.
Certainly the last time that I will update the firmware.
And to think we were contemplating getting another battery.
I was starting to conclude that it was the invertor that was no longer working. (I have an Electronics degree and have tried almost everything to get it working without breaching the warranty).
Also I have sent 2 e.mail requests for support. What is interesting is the reference numbers assigned. they are 2050 apart in the space of 4 days. Suggesting it could be a pretty major problem with possibly thousands of customers impacted.
Interested to hear how it goes with the replacement invertor today? Also if you get any additional info from the engineer.
Update from my side: I reached out to the MD on LinkedIn and have had some follow up communication but so far no actual solution. A few key points: 1) Battery is communicating with Invertor/Cloud but no Voltage. 2) with AC power turned off the batteries do not power the invertor (which they should.). 3) in the meantime the live chat WhatsApp number has changed so all of the messages I sent previously were unanswered. New live chat has replied and asked questions and asked for pictures/video. They promised to escalate and mentioned asking original installer to replace the Invertor but so far no confirmation. Currently on live chat again this morning and they said they will look at it but they are very busy at the moment Had the problem now for 12 days and have been chasing them relentlessly. Phone line continues to be unanswered. I think I have tried 16 times! Also no reply to 2 e.mails.
The engineer arrived replaced the inverter and it seems to be working. That said I was busy all day so didn’t have chance to look at it. I have had to reset my tariff automatons and will see if that works today.
He left it on a newer battery firmware 3022 which given the dangerous nature of the last one that seems like a good idea.
One thing is certain this system will never see another firmware update as GivEnergy cannot support effectively when it goes wrong.
If it hadn’t been for this experience I would probably have extended the system. Certainly considered a GivEnergy EV charger, but now I wish I hadn’t bought it.
I really don’t understand their reluctance to communicate. Poor service like this is like a virus. It has to be either poor management or they are in deep trouble.
Update. The battery is not charging and discharging. You can put it in ECO mode and then it turns itself off.
feedback in chat from yesterday:
“there is a ticket with the senior colleagues.
once that has been looked into you should receive an email back.”
Not a clue what is happening or when I will get a solution. Will contact the MD again today on LinkedIn.
(Note: I have a MyEnergi Zappi charger installed by Octopus. not had any problems)
Latest update: GivEnergy say they have reached out to my installer six days ago and they are waiting for them to confirm the RMA process for a replacement. I tried to contact the installer but he does not return my calls or e.mails. Chasing GivEnergy and installer again today. My god this is painful and all the time I am losing money due to being unable to store the excess energy from PV.
Yes I am back in a holding pattern too. Daily emails to their management to find out what the next step is now my inverter has been replaced. I suspect it is probably something simple too.
Another week gone without a working battery.
Zero communication on what happens next from GivEnergy
I had an e.mail 2 days ago (after I chased them again on chat) saying they are very busy with cases. They said my case is being reviewed. Nothing since. Also there are no “Known issues” on the portal. Sounds like they are overwhelmed with a lot of problems at the moment and don’t want to say anything publicly. Bottom line is I think they know exactly what has happened and we are in a very big queue.
I think you are right. They may be struggling from growing pains and a bad firmware release. I have told them that the bigger problem is not managing my expectations. My expectations are now that any and every support is going to be a nightmare.
After chasing both GivEnergy and my installer again today, I have now had confirmation that GivEnergy are sending a new invertor but it will be at least another week before the installer can fit it. Nothing seems to happen unless you chase relentlessly.
Managed to raise some support on Whatsap.
They got the battery back on-line. Progress? The battery is controlled by Octopus. So Octopus told the battery to discharge during peak time, which it did and then recharge off peak. Which it ignored… or so I thought … looks like it is working!
That sounds positive. Hope it continues to work for you. Will post an update once I have my replacement invertor installed.
The last time I updated the firmware, it tripped the garage, unable to get inside of it. Was a pain to open the automated door, but also found out how easily a thief could get inside.
I assume this happened because the Gateway restarted, and the All-in-One tried to power the house maybe?
Thanks but I think its a very different problem. GivEnergy are sending a replacement invertor. Still no idea when.