I have logged a fault on several occasions over the past few weeks, and despite getting a Case Number sent to me by email, there is no action, and apparently no other way of contacting them (other than through the unhelpful Bot!). Anyone else having the same problems, and any suggested solutions? Many thanks.
If you can give actual details about the fault someone might be able to offer advice.
Support delays are extremely well documented elsewhere on the forum.
Thanks - I'v tried that as well. I'll repeat it here:
Although I've had no warnings on the App, it appears that my batter has not been charging for several monthgs. I thought it had just tripped out so reset it in February, but it clearly didn't reset and is not functiong. It doesn't charge at all at any time.
I have tried completely ressetting the ystem several times, and nothing changes.
When I hold in the rset button on the side of the battery the light do the following:
The status light dimly lights and the LED next to it (the quarter full one) goes green.
Then the "quarter full" LED starts flashing green.
The status light goes briefly green, and the "quarter full" LED goes off, and comes back on again.
Then the status light goes red, and the "quarter full" LED flashes green. It stays like this if I don't switch it off, and doesn't charge at all.
Advise please.
I need to fix this as the days are getting longer and sunnier!
Thanks.
tanyrhengoed
Same with me over the last 6 weeks. 5 emails ignored. I wrote to the director of the company and still waiting for a reply.
My fault was described plus 4 photos of the equipment and the relevant screen shots. Made no difference.
Doesn't help but logs another unhappy customer with this company.
If the power and communication cables are connected at both ends and the DC breaker is on (Check this, they can fall out), does the system report any charge in the battery at all? If not, the battery pack might need to be 'manually' charged to get it up to 4-5% so the system will recognise it.
If it hasn't been charging for months, the chances are that the battery is very flat. Sounds like you need to get your installer in the revive it from a flat state. It'll need to be pulse charged to get it up over 50v, then solar or grid can be used to charge it from there, assuming that's all that's wrong with it.
TimHutchings Thanks. Will give it a go.
My battery has been offline for 2.5 months, but I've switched it off and flipped the DCMCB to retain (hopefully) it's 45% charge while the inverter gets replaced.
Last thing I wanted was a replacement inverter and then have battery troubles.
wrighar Last thing I wanted was a replacement inverter and then have battery troubles.
Mine lasted nearly two months before the inverter was replaced. Fingers crossed for you on both getting a new inverter and batteries being ok..
The installer of the inverter if GE should have a battery charger on his van so they should be fine either way..
I am awaiting a GE engineer visit for an issue that has rumbled on for over 18 months, numerous emails exchanged and different reasons given how to resolve the issue. Hopefully on the 7th April all will be good and whilst they are here I will update my inverter software so they can see it screw things up first hand.
My battery now resolved, but very poor and ineffective service.
So no responses from customer service calls and job numbers, with promise to respond in 7 days. My electrician, who didn't do the installation, but who is an installer, checked it out. Rechecked all the things I had done, then he called on the dedicated installer line, 38 minutes of waiting later he got through, and the guy the other side reset yhe system in less than 2 minutes! It had tripped out in some way which could only be rest from their end, before we could force the battery to charge. So:
Cyncially of course, this could all be part of money making (or maybe not), or is it just a poorly run company?
Thanks again for all the helpful suggestions.
Read through the other threads on the forum...
mrand31 Read through the other threads on the forum...
...and trustpilot where you'll find some installer reviews.
Oh and glassdoor of course.
tanyrhengoed If your battery reset could only be done remotely by GE then this is something else that they need to give greater clarity on and explain how it could be done locally. Especially important should the company ever go under.
I think my battery has the same problem. It stopped working about a month ago with an error code 1028, at the same time the voltage dropped to around 6V. But not sure what is cause and effect here.
It then started working again for a little while, but eventually stopped and the error code switched to 32. The voltage is still around 5V and there's a BMS Communication Failure too.
GivEnergy have been totally unresponsive, but seems like that's to do with their insolvency. I've had EoN (original installer) out to look at it and the engineer also thought a jump start to the battery would help but he was reluctant to do that without GivEnergy's input for fear of invalidating our warranty.
Any thoughts on how we could resolve this?
My GivEnergy installer phoned the installer line, and after a 38 minute wait, it was sorted from the other end in less than 2 minutes! Shouldn't be like that.
Thanks tanyrhengoed my EoN engineer tried calling the install line but couldn't get through. I think it just ended up cutting out. But maybe something has changed over the last week or so.
GivEnergy is in administration as of last week and all support staff have been made redundant. There's no-one left to answer the phone.
pwdst From what I can make out* there are just 4 people left working for GE UK (all the companies) and one of them goes at the end of the month. The other 3 work for GE Software and don't know what's going to happen to their jobs.
In short everyone has left the building(s).
*it could be 7 people left, there's conflicting reports.
I'd heard all bar 4 had gone, and 1 was expecting to go due to their large wage bill...
It is interesting if so few are left, and it speaks to whether the business can be sold as a going concern. In my experience, the administrator would try to show the company can operate and would not want the existing management to effectively destroy any potential purchase by losing the means to operate. Decisions of redundancy are most often up to the administrator. The whole point is to get protection from creditors for a short time so a proper assessment can be made, then move forward in terms of sale of all or part of the business if possible.
The fact that all staff remaining are in the software division suggests that the hope is the portal/app/cloud services can be kept running on a revenue generating subscription basis.
Clearly no warranty, no support. There is no-one left to fulfill those functions.