Had my system installed 2 years ago and all good and very happy until there was a software update on the 5th Nov 2025. My system has not been functioning correctly since 5th November, when it was updated and recommissioned. Since then, it has stopped charging overnight and has gradually lost charge while sitting in an idle state.
I contacted support, and after three months, an engineer was finally sent out in January. Prior to the visit, they reviewed the system remotely via the portal but did not provide any explanation of the issue, despite me requesting this via email in case it was something I could resolve myself (e.g. with a reset).
During the visit, the engineer reset the system and updated the firmware but reported that they could not find any faults. I was told the system was now working and that it would be monitored, with a follow-up if necessary.
However, just three days later, the same issue occurred: the system stopped charging overnight and became stuck in idle mode again. Any settings I apply via the web app or phone are ignored. As a result, the battery has now been sitting in my loft, unused and uncharged, for almost six months.
Since then, I have had no meaningful response from support. I have left multiple messages through the phone system (via the AI assistant) and replied to my existing email thread and ticket (Ref: [##161424##]), but have received no resolution.
Can anyone advise on what I can do next?
Unfortunately we too are consumers and can’t really help you with getting a response from givenergy support who are very overloaded.
You say your system worked fine until it was updated and recommissioned. Should you not go back to the installer that did that as likely they introduced whatever problem you have?
Have you tried powering off the battery and inverter and restarting it in case this clears the issue?
Thanks for the advice - It was the givenergy engineer who did the work recommissioning and updating the firmware as they found the fault ! Or rather they looked at the system and needed to send an engineer out to fix it ! Via my ticket for reviewing the system in the first place. After me installer referred me to them.
I have tried a restart - but I’m now also going to try and manually update the firmware as its failing to update now too, through the app.
to be honest I’m not sure upgrading the firmware will fix the problem. If the inverter isn’t working properly then new firmware might fail to load.
In the givenergy portal, what do you see under the inverter notifications, any errors?
Do you see data coming back from the inverter to the portal, is it showing online?
What lights are on the battery and inverter? Check that no trip switches have flipped.
Hey Geoffrey - thanks for responding.
I’m getting no errors from the portal - if I run from support portal the health check the system diagnostic reports all fine.
I’m thinking my only option is to run a full reset and try to manually update the firmware with a USB in the all in one. But cant find a video on this via Youtube.
I’ll phone my installer again but he says he cant help as its Givenergy that need to fix it?
So Ive done system restart and its now saying my inverter is off line ?
Just on the support not replying, same here. Week and half with no repsonse.
I didnt want to beleive Giv are on the verge of calaps however there is some evidence supporting this.
1 i have contacted no less than 9 solar installer in my areas for a new giv install. None of them will touch giv kit anymore
2 support - always been an issue but zero response
3 couple of stockists online have removed giv kit as a listing
As for your issue your best bet is to contact your installer to fault find it for you and they can contact giv installers line.
Thanks - can only hope to get them out - there 2 hrs away so no incentive to visit me …
I’ve just posted this as a topic in the forum…
I’ve had a GE system for nearly 5 years. About a year ago I needed to contact support and it was appalling. A few months ago I had a real problem with the system and support services were worse than appalling. With the help of this website and a local electrician I managed to sort the problem. However…
I decided to write to a director of the company about the situation. I found contact details on the government companies site here. I thought it interesting that there’s currently only one director listed as ‘active’ (Jason Osler) and that 2 have resigned in the last year!
It might not be a bad idea for any of you out there who are well hacked off with the support services offered, to write directly to Jason Osler and express your thoughts!
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His email address appears to be jason@jmhing.com - I will be emailing him at least once. I note that his contact phone number is the home of a very unhelpful AI lady 
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JMHing? Actual CEO or just named CEO for some legal reason? To be honest I don’t think there is any leadership at givenergy right now
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