Contacting Support at Givenergy

We have an issue with a site where the Givenergy Battery is not discharging under the load and we are trying to get further assistance from Givenergy Support. At the moment we cannot seem to get through to anyone by phone or response to emails. Does anyone have advice on how to get through outside of the normal channels?

Not sure any GivEnergy people look at this forum. The Dragon (at GivEnergy) seems to monitor this site below and when I had a firmware problem, he read my post for help and did a firmware update for me within 2 hours of my post.

https://community-beta.givenergy.cloud/

In the meantime go to the GivEnergy portal and click on the Remote Control under My Inverter (or go to https://givenergy.cloud/inverter/[YOUR-INVERTER-SERIAL-NUMBER]/remote-control making sure you put your actual inverter serial number where indicated).

1. Click on the refresh icon next to "Enable Eco Mode" and make sure that this is on. If it isn't on then toggle it on.
2. Click on the refresh icon next to "Battery Discharge Power" and make sure that this is above zero - unless you have a reason to change it the slider should be at maximum.
3. Click on the refresh icon next to "Battery Cutoff % Limit" and make sure that this is below 100% - unless you have a reason to change it the slider should be at the minimum (4%).
4. Go to the Dashboard and check that you can see your house load under "Consuming" (this text is green).
5. Click on the bell icon and check your notifications to see if there any references to battery calibration, especially where you have had a notification for a calibration starting without a corresponding notification that the calibration has finished.

I have been trying to get through to support for almost two weeks with no success or response. I had a new HUB installed by Virgin for my internet etc but cannot update the app to accept the new HUB details. I've tried all the options on the website, YouTube and the internet to no avail so I have no internet connection or control of the app or via the portal as its showing the inverter as offline. Any ideas would be appreciated.

DeeDee There are quite a few posts on this forum about this subject. Firstly you will need to have the SSID and password of the new wifi details to match the previous one (as that is what the GE system is looking for), but there are also suggestions around turning off the 5GHz signal (leaving the 2.4 running) and letting the kit to connect to that, and then turn on the 5GHz afterwards. I also remember seeing somewhere that you need to ensure the wifi protocol is set to a particular setting as the GE dongle cannot make use of the later ones.

HTH - good luck

CW
Dongle can only support WPA2, so you may need to login to your new router and set security as WPA2.
I also suggest when you have got your dongle connected, (it will be called something like HF-21), you allocate it a fixed IP address. It makes connection after a power cut etc. a lot easier.
When all connected you can turn router 5gHz back on

DeeDee Read the thread at the top of the forum!

DeeDee installed by Virgin

Have you tried calling Virgin? What did they say/do when you told them you couldn't get your solar system to connect with the new equipment?