I have just changed broadband provider.
My Dongle is no longer showing a wifi network and my installer says that the dongle is progammed to the old wifi and they have to change to the new WiFi via the commission app which can only be updated by them on site. Incurring a charge.
Has anyone else had to do this?
Am I being ripped off?
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you should be able to do this yourself.
Either set new bb provider to old wifi SSID and password, or connect to the WH12345678 wifi and set it up (plenty of youtube video’s on this, but try EVM man one.
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Yes, using same wifi name and password already but NO Dongle network coming up on my phone, even though on and flashing.
Installer says they have to reset the system.
If the SSID and Password have been set to the old ones, and you’ve selecetd the new IP address in the app then it should just spring into life.
Regardless, you should be able to see a WH style wifi to reset things if you really really need to.
I assume you checked that the dongle didn’t actually join the new network? Check on the DHCP server to see. If it did you can login to it on that IP address. Also, it’s possible to have the AP operating with a hidden SSID - even if you can’t see it, try connecting to a wifi network using the dongle serial number as the network name (there should be a label on the dongle showing the s/n).
I had exactly the same problem with mine when I changed from BT to Vodafone broadband. The broadband router would only transmit a Wi-Fi signal in Wpa2 security. Which on the built-in Wi-Fi in my inverter would not pick up. So I had to use a Wi-Fi extender which is a bit of a fiddle but I managed to get it working. if you have a similar inverter to mine unscrew the black cover on the bottom two star drives underneath and then it takes a bit of force just to pull it down and out and off and then you’ll see underneath next to the ethernet port there is a reset button. The video to do this on YouTube that GivEnergy have uploaded is quite good might need to do it more than once took me several goes. Apparently, this is a common problem if you have a new router with the more secure password system.
Covered elsewhere ad nauseum, but make sure any WiFi above the 2.4GHz frequency is turned OFF while setting up the connection. Once its running you can re-enable any WiFi 5,6, 7 that you have. Also no more than WPA2 it seems.
None of this seems to be the solution.
My installer (from 3 years ago) came out 10 days ago and confirmed there is no Dongle network.
I was told I would receive an email from GivEnergy. Still nothing.
The installer has tried being in touch by WhatsApp last week but nothing. And I rang them Friday and my query will be passed on, but I’ve been offline now since 18/9. I’m afraid it feels like it’s SO hard to communicate and get help from the GivEnergy team.
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They really are hard work. Every item on Wi-Fi in my house auto reconnects but not the AIO
But what are we supposed to do when it still won’t connect and no one at GivEnergy gets back or answers the phone or chat or anything. I’ve been waiting for 2 weeks. If I go out and someone contacts me I can’t do anything as I’d be out
Same as that, since the software update I’ve been offline, they sell the story but they don’t answer the phones there’s no customer service, it’s boring I know but that’s the job
I feel your pain @Jpo49
Im approaching 3 weeks with no connection…
Hi, I have a similar problem. Could I ask if you got this fixed by the commissioning app? Cheers
I have managed to communicate with someone who answers emails more quickly and did actually phone me (but I was at work, we arranged a follow-up call that afternoon and he never called…)
Now they think the dongle is faulty so I have just bought a new one online… 
you will need to copy/replicate the setup file on the old dongle on the new one when it arrives. you can plug the dongle into a PC and copy the file from there
I didnt need to do anything to the dongle.
Givenergy registered it and I went to the 10.10.100.254 to set it up. All done. 
that’s great. If you copy the serial number over to the new dongle then it means the portal thinks it’s the old dongle so you don’t need to involve GivEnergy support, but you got it working and that’s the main thing
I cannot access the dongle serial number without unscrewing the dongle. Is this OK
I’m in the same position with a newly purchased dongle that is connected to my wifi fine, but not recognised by the GE servers. I tried changing the new one’s serial number to the old one (thought the 10.10.100.254 access) and its works briefly sending out a wifi signal with the old SN, but a few mins later it just reverts to its original SN. Any way to make this stable?
This all arose through trying to update the firmware on the old one using the givinstaller app, something went wrong and it now doessnt generate wifi so I cant do anything with it.
This isn’t the right process
You need to plug the old dongle into a PC and copy the MSN.TXT file off it and put that into the root directory of the new dongle. Its that file that tells the inverter what the serial number of the dongle is, which links it to your account
Or else get givenergy software to register the new dongle to your account in place of the old one