Phone Support

Not sure when it happened but the live chat thing is gone and the customer support line is back!

That sounds odd - nobody ever answers on phone support. Our GivEnergy system has not been working for three months and this is not what we expect from a company service.

I think Phone Support is an Oxymoron

Called them and they were helpful, just had the battery replaced and it wasn't showing correctly on the cloud portal.

Sorted in a few minutes.

matttheotter You sure you didn't call the number for site visits? Last time I looked that was the only option for end-users.

Does anyone know why GiveEnergy no longer take phone calls from customers?
When I first called on 12/12/24 there was a message about the storm had caused them to be very busy etc
I also read on X they had phone line issues in November
But now it just says the lines are closed for customers although I know installers can still speak to them using the same number
Seems very odd?

PaulBarke The don't have the staff to answer the phones. From what I can make out most of the support staff have departed for whatever reason.

Worth bearing in mind that GE lost their biggest customer (Octopus) last year and I don't think EON use them now either.

Personally I think they're going bust....

Oh great!

When I first had a problem with my inverter/battery, the helpline was great. The people I spoke to emailed me an update file and talked me through removing the battery cover and pulling a connector to initiate a reboot (as the on/off switch did nothing).
This got everything working and fixed the switch. All has been great for 3 years now.
I have no complaints, but the negative comments on this forum worry me and make me question whether to add another 9.5 or think of a different plan.

SteveCook
My AIO system is a year old. Generally it has been ok, a few glitches with SOC tracking, and after several failures trying to update my software version I decided to stick on V9 as at least I have a working system. I have been following the various discussions, both here and on other forums and feel that the Company is now like a rudderless ship. It really does need someone to come in and shake things up, focus on customer service and rebuild trust. Once installers stop recommending your product you're heading for the rocks. If it is true that a large number of support staff have been leaving then there’s got to be an underlying reason, either a deliberate decision to cut numbers or a toxic work environment. That does not bode well for the future of the company. I hope they manage to turn things around, but unless things improve in the very near future I fear the worst.

Similar situation - new ASHP. Batteries flat by 10:32 (9.5 + 5.2kWh). Dual inverters - AC3.0. Add another 9.5 or switch to say Fogstar + Vectron. Problem is no market for 'slightly used Givenergy stuff'. No idea what to do. I'm not sure that Giv will exist is 12 months time ...

Slartibartfast Similar situation - new ASHP. Batteries flat by 10:32 (9.5 + 5.2kWh). Dual inverters - AC3.0. Add another 9.5 or switch to say Fogstar + Vectron

I have the same batteries albeit with two hybrid inverters. My strategy for the heat pump is to charge the batteries overnight on cheap rate, hold them through the day and grid import on the medium rates, then use the batteries through the evening peak. My annual average import price for 2024 was 12.5p.
You don’t need a lot of batteries for this to work fine. Trying to get enough storage for the whole day is expensive and wouldn’t payback in anything like a sensible period

PaulBarke I tried to email using the online form and an email to support, nothing. Tried calling last week about 11am, no longer taking calls. Not good

JaneB
I have had the same issue. Called numerous times and got that stupid message. Tried to get through as an installer, but that line didn’t get answered. Emailed 3 times, and nothing. I even went down the route of contacting one of their wholesalers, and they said they would make contact on my behalf, but so far no response. I was assured that Givenergy are very busy and still very much in business, but on the face of it, I can’t say that the inability to make contact with them is terribly confidence boosting.
Something is not right……..

Yes, agreed it is a little concerning. I did see a YouTube video recently where they were singing the praises of their new developments.
Wouldn’t recommend them based on this, products may be good but they need to support their customers better.

JaneB

@"TYWERN I think Givenergy are either having major staff issues or getting ready to bail,numerous emails to them to sort problems and all to no avail

I think a recorded delivery letter from a solicitor asking them to sort a warranty issue might prompt some activity.
Request an RMA

TYWERN
I wonder if the support/staff/company problems are cause or effect. It'd probably need a staffer to post under a pseudonym for us to find out.

thank god its not just me, also desperately trying to get hold of them and on the fence now about buying further in

I've got an email chain going with support now, they responded yesterday for the first time from a request a month ago but now that the case is on somebodies desk they are now actively working the problem (I'm about to get a firmware update, apparently).

So it looks like they are VERY backed up on support cases right now.

Probably a combination of the storms where peoples backup systems got used for the first time, the stupid dongle update own goal and the cold temperatures affecting batteries.

Having scanned this thread recently, I just wanted to share that after two emails to support (over the last 30 days) and then finding out that that consumer phone support was no more, I filled out the online form yesterday and got a reply from Jack Jennings, Customer support specialist, today, so all hope is perhaps not lost... fingers crossed!

Where can I find the online form as I have emailed them like yourself and no reply?

https://givenergy.co.uk/contact-us/
Pick end user
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Thank you.

Emailed our installer and asked if there were any problems with customer support. He didn't know of any but then they seem to talk to installers not end users.

jake
since gotten a response, would appear that they are indeed just busy

All I can add is that while my Eon engineer was here last week, he was on the phone to Giv for support and he got through ok, and apparently they're swamped with support requests