GivEnergy Dongle connects to Wi-Fi but remains offline

Hi everyone,

I’m having trouble connecting my GivEnergy dongle to my Eero Wi-Fi network.
My understanding is that the dongle only works on 2.4GHz, while my Eero system normally uses both 2.4GHz and 5GHz. I’ve used the Eero option to temporarily disable 5GHz so the dongle can connect to the 2.4GHz network.
During setup, everything appears to complete successfully and the dongle reports that it has connected to my Wi-Fi. However, once the setup finishes, the dongle never seems to connect to the internet or appear online in the GivEnergy app.
The dongle’s Wi-Fi network (WO22) is visible and I can connect to it during setup, but after entering my Wi-Fi details and completing the process, the inverter still shows as offline. I also dont have a password for the WO22 network, not sure if this is needed.
I’ve also recently signed up for the GivEnergy subscription service, but that doesn’t appear to be connecting or working either. I’m not sure whether this is related to the dongle issue or a separate problem.
Has anyone experienced this with Eero systems before, or is there anything else I should check? Any advice or support would be greatly appreciated.
Thanks in advance.

PaulBethell
Can you login to your router settings, turn off 5gHz and assuming your dongle connects, find the Ip address of your dongle (HF-21) or something like that and then "reserve the address" for the dongle ( i believe that is the term). It makes reconnection simpler after power cut etc. You can then turn 5gHz back on.

https://givenergy.co.uk/wp-content/uploads/WiFi-Dongle-Guide-2024.pdf

PaulBethell as well as turning off the 5GHz signal, make sure you have turned off features like fast roaming and ensure that any security is no higher than WPA2

Worth trying a reboot of the router. When my dongle drops connection it will not communicate with the cloud again until the router is rebooted. Right PITA when it is dropping once or twice a day!