givenergy Inverter not working since power cut

Installation: A\C Inverter with 8kw and newer 9kw battery

Noticed that my normally static smart meter was showing increasing electrical usage for the day. Checked GivEnergy App and can see energy being imported from the grid and batteries idle with 87% outstanding. Looking at the Inverter notifications

Battery Voltage Low raised at 10:49 which still has not cleared.

Inverter shows Eco on and Timed charge 00:00 to 07:00 so that looks fine

Tried pausing and starting inverter several times from the App with no success.
Tried restoring the Inverter to Defaults with no success.
Tried restarting the inverter from web page with no success.
Tried physically turning off the Inverter with no success.
Have tried turning off the batteries and the inverter with no success
Have noticed that second 9Kw battery is showing a red status. On restart it starts green then after 5 seconds there is a electrical buzzing sound and it turns to red.

Ran 'Start Health Check' from the website and it says everything is fine.

Anyone got any ideas as to how to resolve this?...... else will have to wait till the morning when I can ask the support staff.

Thanks

I think you should fully power everything down, let all energy drain (say 30s) and then turn back on.
With luck this will reboot battery PCB and inverter PCB.
This means turning off mains to inverter in consumer unit. DC breaker on battery side. Ant CD breaker between battery and inverter.
Is you EM115 glowing green - probably near incoming electrical supply in consumer unit or small enclosure near main electric meter

Hi Steve. Gave it a try but with no success. Am never quite sure what order to turn the inverter, rcds, batteries on so tried a few combinations. With the RCDs off was able to boot the restart the batteries isolated with a green Status but as soon as I turned the RCDs on they buzzed for a few seconds and their Status went red. I managed to get the 8KW battery to stay Green a couple of times but the 9KW always showing Status red.

Oddly the App is showing both batteries at 53V however the Inverter won't clear the Battery Voltage Low event.

jeff I would contact your installer and explain to them. They can then get in touch with GivEnergy if needed. It seems that if we consumers try to contact them we have to wait weeks just for a response.

As above, get the installer to CALL Givenergy. Giv guys repeatedly say that the phone pickup time is sub 5 mins for installers (which may mean they now have ample support for installers, they have less support issues now or the rather less optimistic reason I guess is not many are now installing it)
Depends entirely how full your glass is I guess.

hoggy which may mean they now have ample support for installers,

TBH that should really be the route - the (qualified) installer should be responsible for the install and thus deal with any issues - we shouldn't be contacting the company ourselves (unless we purchased directly from GE)

If you think about it, if you purchase an washing machine from (for e.g.) Curry's - if there were a problem with the machine, you would contact Curry's in the first instance - they are the ones who sold it to you and are thus responsible. Why would it be any different for this kit?

CW agree. I've said the same many times.

And if its a hardware problem then the installers are by far in a better position, and more local to you the customer, to fix or replace the issue.
If its software then I would think most installers wouldn't have a clue, nor should they really.

But I suspect most installers wouldn't want that responsibility.

Thanks for the replies overnight. Nothing has changed overnight. The battery % is still showing 87%, it did not charge overnight as scheduled, and it is not discharging at all this morning. Getting in touch with my Installer will probably be a no go as he never returns my calls and is not really interested. The system was installed over a year ago. The only thing I can do, which I have done, is email GivEnegy Tech Support. I understand from the forums they never answer their phones but will try once they are open.

...and how long should an installer be on the hook for unpaid work? Their workmanship warranty (if via MCS) is 2 years.

I fail to see why they should be held responsible for any defects/failures in the actual equipment during that time or indeed afterwards.

GE claim the vast majority of failures are due to installer errors - even multiple years later. If you're that gullible that then I have a bridge in a swamp you may be interested in 😉

jeff Getting in touch with my Installer will probably be a no go as he never returns my calls and is not really interested.

You won't know unless you try.

As Vestas said if the installation is MCS then the installer warrants it for two years. There should also be insurance for this length of time in case they go out of business.

Check your Handover Pack.

Tried to get Installer involved, not interested. No response from email to Support so far surprise surprise. Rachel from AI just hangs up on you.

My problem would seem to stem from the Battery Voltage Low notification which has not cleared and I cannot seem to clear it. Last time I had issues with the Inverter there was a Firmware update outstanding and a fresh install sorted everything out.

Inverter Firmware Version D0.212-A0.212 Last Update Time 2025-09-17 17:31:49
Battery Firmware Version 3020

Get a solicitor to send the installer a legal letter to remind them of their obligations.
I suspect if you look on the web there will be an online way to do it for a few quid.
It might get the installer "engaged", but I doubt they will be particularly helpful

You could send a letter by recorded delivery yourself or email the installer. Laying out the facts.

"Following up from our telephone conversation on Date and Time I am writting to inform you I have a problem with my system installed by you. The system is still covered by the MCS warranty.
It has the following problem/s..............
I have tried the following to rectify the problem/s........
As the system is still covered by your warranty I would like you to rectify the problem. Or if unable to rectify it yourself to contact GivEnergy and ask them to rectify it.
Please respond to this letter/email within 10 working days."

This is from the MCS certificate.
What to do if things go wrong
Even the very best Installer can sometimes make mistakes. You may have a complaint with the pre-sales
process, contractual issues or concerns about the compliance of your MCS certified installation.
If you do have a complaint, you must firstly contact your MCS certified Installer. You should document your communication and give them the opportunity to resolve the issue.
If it isn’t adequately resolved, you can then escalate it to us and we will support you with reaching a resolution. To find out more please visit https://mcscertified.com/complaints-compliance/

If they don't respond within the 10 days send another email/letter informing them that you are going to make a complaint to the MCS.

If you use Facebook you could also try posting about your system problem on the GivEnergy Owners group. It is sometimes monitored by GivEnergy employees.

Update: still no contact from GivEnergy. Tried WhatsApp, facebook, email and AI Rachel on the phone. AI confirmed support needed and supposedly past on my issue for next day attention but that was 5 days ago.

Did reach out to my 2nd installer, see later, again and they said they would contact GivEnergy for me but that was a week ago and nothing heard. My installation complicated by having 2 different installers 1st A/C inverter with 8kw battery and 2nd additionsl 9.5kw battery. 1st installer doesn't answer phone. No MCS certificates for either.

A/C Inverter still showing battery voltage low notification uncleared. A red Status on the 9.5kw battery. Batteries showing 82% and 53v. Tried a calibration of batteries but that only lasted 2 mins and reported succesful but no discharge or charge either so did not work.

Looks like i will have to keep on waiting.

jeff If you had two different installers, the second one is now the registered installer on your account as they have to takeover the existing installation to commission the extra battery.

geoffreycoan
This is exactly what happened for me when I had a 3rd battery fitted three weeks ago. However the 2yr insurance for original work still lies with installer 1 - (expires in 6 months)

Update: Had an email from Support yesterday the 4th Feb.... 2 weeks after my initial contact, 3 phone calls, 2 Facebook msgs and about 50 Whats App messages. Not ideal but I have now had some meaningful email conversations with Callum. The battery voltage 53V and SOC now 82% after 2 weeks doing nothing seem ok. I was asked to perform a hardware test by booting the system up with the A\C supply switched off. The Inverter should have started up running from the batteries in an EPS mode. My result, the Inverter did not start at all. So it looks like a hardware fault. I was asked to video the experience and email the video to them so it could be queried with the escalation team. Have done this and am now awaiting next steps.