Hi I have a 9.5kWh battery connected to an existing 4kWh solar panel installation, it was all working fine, but silly of me I hadnt checked it for a while and checked it over the weekend to find that the battery had switched itself off. I switched it on to find that it was displaying a solid Red LED and one flashing Green LED as if it was charging. I checked it on the portal and could see that it was showing 0% charge even though it should stop discharging at 4%. I could see that it was not taking any charge from the solar panels, so I attempted to force a charge on it from the grid but again it would not take a charge. I then saw that the invertor and battery needed a firmware updated so thinking this was the issue I completd a firmware update which all went through with no problems, but again the battery would not accept any charge.
I then completed a reset and again nothing. So at the moment I have a non working battery, I have sent support an email but no response other than the automated one, I have tried to call them but the ever unhelpful Rachel either cuts me off or puts me on hold for 10 mins and then I get cut off.
Can anyone on here offer me any advice, Please…
If your battery is flat then its possible that givenergy support can reactivate it remotely, but you will have to wait for support to action your ticket (which is likely to be a few weeks as there is quite a backlog)
or you’ll need to get your installer to charge your battery up for you with a booster pack. If Givenergy support can’t do this remotely then they’ll want your installer to do this anyway so best to contact them
I have sent them an email already so just waiting for them to reply so who knows when that wilk be?
As for the installer I dont think they are an installer anymore due to the lack of Givenergy support.
So will just have to wait but if it needs replacinv its still in warranty so will have to wait and see.
Thanks for the reply though.
I have the same problem too
Have you had any contact with Givenergy support yet, i am still waiting!
Mine is doing the same and Give Energy are not responding to emails or calls, support appears to be none existent. I’m very disappointed with my solar experience so far it has only been installed a few months. I consider this as a very expensive mistake.
If you bought the entire system from the installer, then that’s who your contract is with. You need to seek help from the installer.
Surely the installer is only responsible for the installation side, if that has been completed succesfully and its some sort of software issue or hardware fault, then that is down to Givenergy.
In my case the installer supplied and installed the battery system and was installed alongside my existing solar panels. This was back in 2022 so they cannot be still held reaponsible for a failing software issue, or faulty battery. I have contacted my installer and they have directed me back to the support or escalate.
You don’t have a contract with GivEnergy, you have a contract with the installer.
Yes, GivEnergy might help - just like McCains might if you contact them after getting a bad batch of chips from Sainsbury’s, but they don’t have to.
You contact the retailer, not the manufacturer.
We had the same problem a while back it took a lot time to fix. The only way we could get in touch with givenergy was using the WhatsApp system. If you got on to it first thing as soon as they opened, there was more of a chance to get through. Once we managed to get through, the system was clunky but you got someone working on the problem. But in the end, after a lot of effort on our part, they had to change the batteries as they had failed. It has worked ok since, but it was a nightmare. Just persevere and you will get there I hope.
Thanks for your reply, unfortunately the whatsapp has been taken away, so have to keep emailing as cannot get through on the phone, impossible. I know that i will not be promoting Givenergy anytime soon due to their terrible support