GivEnergy Support

GivEnergy Products GivEnergy Hybrid Inverters
1

Hi, my electrician asked me to contact GivEnergy support about an issue I have with the EPS tripping the grid to inverter breaker as I assume they can check logs etc. I raised the request 20th of January, I got an auto response stating 5 working days yet we are now on 23rd Feb and nothing. I’ve chased it also but radio silence. How do you get any help from them?

Thanks

Matt

2

Much more likely to get a response going via you installer route, they have a higher priority route into support it seems via option 1 rather then 2 on the phone service.

I raised a call on the 19th Jan and have had no response, called my installer 2 weeks later and they’ve been round twice in the last 2 weeks. with live chats and calls with GE.

3

Sadly, GivEnergy support has been very poor on the 2 occasions in need their help.

Recently I gave up with Rachel (if that’s the bot’s name?) and decided to phone up choosing the options for installer support. Thankfully I got straight through to a chap who was very helpful.

On a previous occasion, before Rachel was brought into being, at the point of tearing my hair out I looked up the contact details of the directors and wrote to one (by post). I got a very quick response! You can find their contact details here… GIVENERGY GROUP LIMITED, ST5 9HX : Companies House Number 14404895

1 Like
4

Matt,
If you find a way then let us all know.
We have been trying to contact them since November last year when we changed our internet provider and all we can get is AI and no help or customer care.
Of course the AI response that they will contact us is a farce We have been promised this time after time.
Nothing!

5

Hi, I had all my solar put in by a well known energy supplier. Essentially the people they outsource it too are too busy to do anything beyond putting it in. Thus I had no choice but to employ another electrical contractor to do the EPS stuff. I have an issue with this and the contractor told me to contact Givenergy who have ignored me. I sent in all the words and pictures too thinking it would help. Anyhow at my expense, probably open ended, the contractor is coming out in a few weeks. Not sure how to fix it without Givenergy support but oh well, in for a penny in for over £10k of hopefully not wasted money on Givenergy kit. Anyway im just the customer no one important. :slight_smile:

6

I have the same issues with GivEnergy support - terrible doesn’t begin to cover it. We changed internet provider before Christmas. I realised in mid - Jan that the inverter and the givenergy app had stopped receiving. After repeated interaction with help I simply get sent the same set of unclear instructions. I have managed to reset the internal dongle so tha it is unlocked, (lock removed) and I can enter the dongle network name and my home network name and password - but all I get is ‘searching for devices’ then ‘No dongle WiFI Type’ An error occurred whilew checking the Dongle WiFi type. If there’s anyone here who lnows what this means - help gratefully received

7

there are lots of other threads on getting your inverter to work on a new wifi router, and videos on youtube

if the inverter is failing to connect then its almost certainly because of your wifi router settings:

  • turn off the 5GHz network on your wifi, leaving only the 2.4GHz
  • if you have a mesh wifi then turn off things like fast roaming
  • ensure the router is set to a security level no higher than WPA2
  • simplest is if you change your router SSID and password to the same as your old router, but you’re probably beyond that now
  • once you get the inverter connected to the wifi, on the router, set the inverter device (usually called HF-21 or similar) to a reserved IP address
  • you can then turn the 5GHz wifi back on once the inverter is connected
8

Same, absolutely pointless trying to get in touch, I have sent 2 requests and like you it says they will get back to me…NOTHING! I wish I’d never used this product.

9

Getting any useful response from GivEnergy is hopeless.
They have told me that they are improving their Support. We will see. Good Luck

10

I don’t think you can get help from them.
I managed to get help from our energy supplier / installer, Octopus Energy.
If you know your installer, I suggest you contact them. Maybe they can help.
I have been trying to get help from GivEnergy since November.

11

thanks Geoffrey - you are a lot more helpful than GivEnergy! However I’m still not connected.

I’ve turned off the 5Ghz network - only the 2.4GHz is active
I don’t have mesh
the security setting is WPA2 as suggested
I can’t use the old network name & password - they went back to BT months ago

I can work through the instructions on the GivInstaller app

1st page: select update wifi details
2nd page restart dongle instructions
3rd page capture barcode
4th page enter new wifi details
5th page ‘stay close’ instruction
6th page ‘update wifi details’ - clicked
7th page what type of dongle - internal
8th page restart dongle - completed and WH****** network disappears and subsequently reappears
then splash message ‘please confirm you have successfully restarted the dongle’ - confirmed
9th page enter dongle serial number - entered and confirmed
10th page ‘enter wifi details’ - home network name & password entered
11th page 'updating wifi details please stay close to the device…

in the top right hand corner of the page there is a message ‘Offline’ with a lightning sign - and the page stays stuck forever on that page - it doesn’t connect

if anyone can help I’d be very appreciative

Aa an aside - I wonder why Octopus, whose customer service I’ve found to be very accessible, partner with Givenergy to the evident frustration of so many of their customers? perhaps I should ask them?

kevin

12

Have you tried connecting to the dongle WiFi on your phone or laptop, then opening a browser and connecting to the dongle interface to change the Wifi and Password. You can find details here https://givenergy.co.uk/…/WiFi-Dongle-Guide-2024.pdf

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Norm - thanks for takinmg the trouble to get back

I’ll try this at the weekend & post back

kevin

14

Getting a response from GE is a complete waste of time.
You may be lucky in contacting your energy supplier.
I am with Octopus Energy who installed our system and they took on sorting our problem after I had tried for months to contact GE.
As far as I am aware, GE rely on extremely complicated AI to sort their customers problems.
Sorry to say that GE is totally incommunicative.

15

I went to OVO who installed my system, well they took my money and outsourced it. Was a waste of time as are most when they have had your money. I’m paying my electrician each visit he comes out to stay on hold to Givenergy, to say I’m extremely disappointed is an understatement. Issue happening now since 20th January.

16

I have contacted GivEnergy support multiple times via both email and phone regarding my issue, but no one has bothered to call and resolve the issue. Each time I call, I am directed to the automated “Rachel” AI system, which has not been able to address my concern.

As this matter is still outstanding, I am now considering escalating it to Trading Standards.