Batteries won't charge

I'm on Intelligent Flux so have no real control over my system using the app. At the start of the cold weather, my batteries emptied themselves and have not been recharged from the grid overnight as they nomally do. My installer was Octopus, but they just say they can't communicate with the batteries and pass the buck to GivEnergy. GivEnergy now have a policy of not taking calls from users and I've so far had no response to any of my messages. The lights on the batteries are showing empty and red status. If I cycle them using the button on the top right side they reappear on the app but simply seem to discharge whatever juice they have left to the home and to the grid, then disappear again.

I'd welcome any suggestions on anything I can do (but remember I have very limited control via the app) or how I might get Givenergy's attention short of going to their head office myself.

I think if your contract was with Octo, you should take it up with them. If they have a problem with the equipment they supplied then they will have to take it up with GivEnergy.
When was this installed.
Send Octo a solicitor letter about your warranty and register a complaint with Octo (at least if it is not resolved in 6 weeks you can go straight to the Ombudsman)

NeilHoskins My installer was Octopus, but they just say they can't communicate with the batteries and pass the buck to GivEnergy. GivEnergy now have a policy of not taking calls from users

I understand that GE do take calls from installers, so perhaps push Octopus (as installer) to contact GE on your behalf, rather than just telling you to contact them.

I think IOF usually reserves 20% of battery, so fully discharging does sound anomalous.

If you're on Android, do you have https://givenergymonitor.wixsite.com/tutorials ? That can give some more detailed insight into the system (and is read-only by default, so won't compete with IOF).

I'm on Intelligent Flux so have no real control over my system using the app.

True, but I think you can make changes to do some experiments - IOF will probably reset them when they notice, but that won't be immediate.

SteveCook Thanks. I was thinking along the same lines but hoped there'd be a simple technical solution. I'm sick and tired of being ignored or bounced around subcontractors as I've just been through exactly the same process with my car insurers.

NeilHoskins
I only finally (after 4 years) got smart meters working by reporting Octo to the Ombudsman.
I have no contract with Arqiva (the DCC) and could not complain to them about the poor network signal.
Each time I complained to Octo I was given new meters (12 times) and told "not our fault".
The only way was to bring it to a head and go to the ombudsman.
Octo then fitted a dual band comms hub (RF & GSM) and antenna and the meters worked in about 2 mins.

NeilHoskins The lights on the batteries are showing empty and red status

If you have a red status on your batteries then this indicates a fault and your batteries won’t charge. Depending on how empty the battery is, GivEnergy may be able to kick it into life and remotely force it to charge, but if it is truly empty then it will have to be charged by a ‘jump pack’ by your installer Octopus so I’d escalate your complaint with them to come out to fix the issue for you.