GivEnergy Support Speed & Telephone Answer AI bot

I tried phoning GivEnergy today to follow up an e-mail support request raised on 4th Dec 2025; it has still not be answered by GE, other than an automated e-mail response stating that:

"We aim to provide a first response within 5 working days of receipt of an email"

My phone call was answered by a Rachel with a suspiciously robot sound voice - "she" admitted to be an AI robot and we carried on. I was pretty impressed. "She" asked for the usual information (name, post code, inverter serial number, support ticket, etc. This worked pretty well and "she" said that "she" would chase up my request and then proceeded to repeat back/confirm the details that I had given - they were all incorrect. "She" was pretty good at admitting this and having another go. I tried several times with the post code and in the end we agreed to give up on this one. I just gave one more go at the support ticket # and then gave up - "she" said that someone from GE would call me back.

If anyone from GE is reading this, the support case number is 170275.

The issue is spurious errors in energy reporting on the Android mobile phone app & the cloud portal (eg 6.31kWh solar generation between 7am and 7-30am on 29th October - unlikely in Lancashire, on a cloudy day when the sun rises at 7-02am and the solar array is rated at a peak of 5.67kW. There are several examples of obviously spurious energy reports like this (both high and zero readings). The power graphs look sensible. I believe that the system was working well for (I think) over 12 months after installation, but these errors can be seen in several months of data (system is _22months old). I believe that the firmware is up to date.

I have seen others reporting energy report & support issues (eg Gary Does Solar: https://www.youtube.com/watch?app=desktop&v=dw-i_tkoVvg - 11 minutes into this video)

1) has anyone else encountered Rachel and any tips for getting (a human to provide) a useful response?
2) has anyone else seen similar energy reporting issues? Is there a way to fix them?

I look forward to hearing back

People with completely inoperative systems have waited far far longer than this for a response - for an issue likely to be extremely low priority I don't even know what to tell you so that you can set your expectations.

daveharding100 has anyone else seen similar energy reporting issues? Is there a way to fix them?

In my experience the energy graph from the portal/GE app have always been inaccurate (since my system was installed in 2022). So I wrote an Android app to produce better results.

https://givenergymonitor.wixsite.com/tutorials/about

pwdst exactly my view, whilst frustrating to see inaccurate data in the app/portal, your system is still working.

GivEnergy have reported that they are aware of the reporting issue and are investigating it, but that's all I know. In the grand scheme of things, probably a low priority for them

Yep same here - We've just moved to a house with solar panels and give energy inverter and battery. I followed the you tube videos to change the wifi details for both the inverter and the dongle which all seems to go to plan but i have nothing showing on my dashboard - i don't even have an inverter registered to me on the dashboard??. I've emailed give energy and no one has responded, i tried calling but got Rachel the AI bot!!!. Very frustrating but at least the system appears to be working. I've also sent an enquiry about an EV charger but no one has got back to me about that either - so far not overly impressed with the customer support!!

daveharding100
Update: I had a very useful call from Liam at GivEnergy support at lunchtime today:
1) Rachel clearly did forward my contact details, or at least my phone number 🙂.
2) Liam confirmed that there is a known issue with energy reporting and promised to get back to me with more details to confirm that this issue is the same as the problem that I am seeing.
3) Liam is meeting with the technical team tomorrow (Wed 7th Jan 25) and said that he would be asking for a resolution date. He stated that the issue is being worked on but that he did not think that resolution had a defined timeline. For me this is understandable and Liam said that, if a date for resolution is not available then he would get me a timeline for the next update from the technical team.

For me this is a good response and, if the promised feedback arrives quickly then the longer than promised support response delay (ie 4th Dec to 6th Jan Vs a promise of 5days) is forgivable, given the Christmas break, etc.

I will post further updates...

geoffreycoan
Thanks for this.
BTW: would you send me a link to the GivEnergy report. I did do a bit of googling before I submitted my support request but could not find any statement from GivEnergy (just other users seeing similar errors).

daveharding100 Its in the other Givenergy customer forum, but having searched, I can’t now find it.

What I did find was mention that there is a new known issue which is vaguely described as “data display issues” which could be this issue, but it’s so vague, hard to tell. The other forum reports the workaround doesn’t work either

https://givenergy.cloud/known-issues

Hi Geoffrey,
Thanks for this link. Yes the description is vague, but it does not look like the issue that I see as for me the same data errors appear in the Android phone app as on the cloud portal.

However, I did try the fix, just in case, and it has no effect (as expected).

Good to see GivEnergy reporting known issues (this one is dated 23rd Dec '25 and is the 1at one that I can remember seeing). Presumably this must reduce their support workload and make it easier for their support team to give consistent answers.

I know from my background in engineering that many organisations get very nervous about the impression it gives to the wider market to post known issues like this...
...for me it gives confidence that they understand their product and, if my issue is described, that someone else has seen it and it is being worked on.

I see that this was posted by Liam - perhaps Liam is, singlehandedly, bringing in a new, better, approach to support at GE? 🙂

daveharding100 the known issues log is very rarely updated in my experience, even when there are major problems it doesn’t get changed. So. why this one is there, IDK, but good it is, even if very vague

The incorrect readings has been going on for some months and I have reported it several times by phone and email. I also noticed that the issue popped up in the app a couple of days ago as a known issue.