The 9.5kwh was installed a couple of years ago - no probs.
The 5.2kwh installed recently.
There is only one inverter.
After instalation of the new smaller battery, both batteries appeared to be charging with no issues - although initially it was from the grid due to weather and also ensuring everything worked.
Today we have good sunshine and only the largest of the two batteries is charging (currently at 60%).
The new one is at zero.
I have seen both batteries charging yesterday via the solar yesterday and thought the installer said both would charge and share the input.
I have tried to reach out to Givenergy - twice - for 2 separate things and can not speak to anyone. I leave my details and that’s where it seems to stop.
I would appreciate any help here that can be offered? Things I can check on the app or the desktop app?
you are going to need to contact support to get this resolved. Other than restarting the inverter there isn’t much you can do at a detailed level, sorry.
But if the 5.2 was installed recently then I would go back to your installer. You bought from them, they are responsible for the installation. If there is anything physically wrong then givenergy will expect the installer to resolve it
try resetting the inverter and checking the portal log for notification errors
is your 5.2 one of the older Gen 1 batteries with separate power and data leads going into it, or a newer Gen 3 5.12kWh battery that has a single plug? Its possible the data lead has become disconnected maybe from one end, that might explain the lack of comms to it
So I took a look at the battery in daylight and on the left have side is what is clearly an electric cable as it goes to the electric breaker switch. I can see two ports labelled Coms but no coms cables. Could that be it?
Anyway, I’m contacting the installer tomorrow.
I’ll update after that but thank you for replying.
If its got an electric breaker on the side of the battery then its the newer gen 3 5.12kWh battery. The single cable has the positive, negative and data lead all in the same plug. So that’s not it.
Frustrating but at least it wasn’t something trivial you could fix or your installer could either.
Does sound like a warranty replacement from GivEnergy then. I had an inverter replaced under warranty and it took a few days for the authorisation to come through “management”.
Once approved it was about 2 weeks before the engineer came out to me. They try to schedule the engineers to be visiting customers in the same part of the country and do a number of visits on the same day which makes sense. But this is something to discuss with the person who schedules the engineer visits when you get to that stage
Further update - after much chasing the installer eventually go thru to GivEnergy and was told a new battery is going to be sent out.
Except apparently they only send them out every 10 working days so that plus delivery time on top plus the installers being able to book at free date means it’s gonna be a while.
A decent company would have had it in the post tonight.
So they are sending the replacement battery to the installer and then your installer fits it?
A quite different experience to my own when an inverter failed, I had a givenergy engineer who came with the replacement inverter and fitted it. I did have to wait for an engineer booking though which was a couple of weeks
Two weeks ago after a power cut my system refused to respond correctly. Two 9.5kW, one 5.2kW two inverters with an EMS.
Followed GivEnergy’s YouTube video advice on resetting dongles and restarting the system and got all the responses from the system as described. Still the batteries refused to charge.
The only item I cannot access is the EMS as it has a locked password which I do not know.
I have used the WhatsApp service which I did not find to be much help.
I have contacted the help desk (x7) but have had no response after talking to the reception answered.
I have emailed the “Helpdesk” (x3) and have three tickets but still no response.
All three batteries are now showing zero charge.
The portal and the app are appearing to respond to commands but nothing ever happens regarding the batteries or GivEnergy support.
Any ideas please.
We had to have a different installer to put in the new battery as the others were so poor at communication if they communicated at all. The new ones are very good, have taken over the installer aspect of our account, and all is now working with the replacement battery.