GivEnergy Repairs & Support in Derby

Generation on the app, battery flat underneath it. On a retrofit that points at the CT clamp or at eco mode never being switched on; on a hybrid it points at the charge target or the state-of-charge floor. All of it is readable remotely.

A full battery and a meter still spinning. The clamp is what tells the inverter which way power is moving, so on the wrong cable or the wrong way round the system concludes the house needs nothing. A settings fix once the direction is proved.

The window looks right in the app and the battery still does not fill. Changing supplier leaves the schedule pointing at the old tariff hours, and a firmware step can drop a schedule back to defaults without announcing it.

Most often the dongle has lost the router, not the inverter having failed. The system usually keeps running, but offline doesn't prove it, so check the inverter's own screen. Broadband swaps, a new router password and a fresh IP lease are the usual triggers.

Relays chattering in quick succession, the grid connection gone, generation at a standstill. It is usually high grid voltage rather than a dead inverter, and the event log shows which. Where the relay itself has failed, it needs hands on the unit. With no manufacturer replacement left to claim, we price the repair or the swap in writing before anything is opened up.

Inverter and battery have stopped talking to each other. Cable, BMS or a firmware mismatch between the two. The error log narrows it down remotely; cable and BMS work then needs a visit.

Charge windows, eco mode or export limits going back to something else without anyone touching them. An update pushed from the cloud, an Axle Energy grid event or a firmware step is capable of doing that on its own. We establish what moved and when, then rebuild the configuration.

The grid goes down and the backup supply simply never appears. Either nobody enabled the function at commissioning, or the switchover wiring was never proved out. Confirming it means testing the changeover on site, not reading a screen.

On a Gen 1 or Gen 2 battery, flashing red means very low charge, not a fault. Solid red on the inverter or battery is a fault that needs investigating: isolation failure, grid overvoltage, a GFCI trip or battery under-voltage. Note the colour, then check the event log: the logged event decides whether it clears on a restart or needs hardware attention.

Nothing from the array on a bright day. String voltage, DC isolator, a tripped MCB or an inverter that has locked itself out overnight. The portal narrows it; the isolator and the DC side are proved with a meter.

An update that stalled, or one that finished and took your settings with it. Inverter and battery firmware have to be compatible with each other, and a mismatch shows up as communication errors rather than as an update warning.

Charged battery, evening peak, and the house importing anyway. Discharge windows, the reserve floor, a battery-side protection trip or an idle mode left on after commissioning all produce the same screen.

An engineer works through your own system live: fault log, charge schedule, eco mode, state-of-charge floor, and the reading the CT clamp is genuinely producing. A written action plan follows whatever the outcome. Booking costs nothing, and £125 applies only where the session ends with the fault cleared.

Work that cannot be done down a wire: relay failure, battery comms cabling and BMS work, DC isolator and earthing problems, dongle replacement, EPS switchover wiring. From £295 per visit, priced before we set off for Derby. WiFi setup is on-site work too, from £195.

Supply, decommission, install and commission a replacement hybrid, with the network paperwork, your settings carried over and the monitoring re-linked. This is the route once a board is genuinely dead, because no manufacturer unit is coming. From £1,495.

We do not handle GivEnergy account transfers, because the owner can do them in the app. The portal belongs to GivEnergy Software Limited, a company outside the administration, so that route remains open.

There is nowhere left for a claim against GivEnergy Ltd to land. What we do instead is diagnose the fault, document it, and assemble the evidence pack for whichever route your paperwork genuinely supports: installer workmanship cover, an insurance-backed guarantee, Section 75, or MCS Consumer Code redress. £125.

Once a year we compare generation against what the system ought to be producing, check battery cycling and remaining capacity, look at the firmware level, and see whether the settings have wandered since the last visit. Written report every visit. From £195.

For a system that has been off or unattended long enough that nobody knows its state. We bring it back up, then document what it is and what it is set to, £125 remotely; if the dongle has dropped off your WiFi, we can set it up on site, from £195.

An engineer’s view with nothing to sell you at the end of it: condition, workmanship, settings and whether the kit matches the paperwork. Useful before buying a house with a system on it, or after a job you are not happy with. £145 remotely.

Whether another module can be added depends on the inverter, the existing modules and the firmware on both, and that is a question worth answering before money is spent. We check compatibility first and say no when the answer is no.

Flux, Go, Intelligent Go, Agile and Economy 7 all call for their own charge and discharge shape. Move supplier once the system is commissioned and the schedule carries on aiming at the hours of the old tariff until somebody re-cuts it.

The overnight window, the target it charges to and the floor it holds, arranged so the battery is full on cheap rate and still has room left for the following day’s generation instead of sitting at capacity through the best hours of sun.

Whether the battery follows household load at all is decided by eco mode. Leave it switched off after commissioning and the system will charge, then sit idle while the meter keeps turning, which is exactly why we read it first.

Direction of power flow is something the inverter only learns through the clamp. Put it on the wrong cable, or on the right cable the wrong way round, and every decision made after that rests on a false reading.

Whatever figure your connection was approved at has to be the figure programmed into the inverter. Set it too low and export you have earned is thrown away; set it too high and the installation stops matching the approval it was granted.

Grid-service participation can move your battery when you were not expecting it, and it is one answer to “why did it discharge when I wasn’t expecting it”. Worth understanding before you conclude the hardware is misbehaving.

When the reported state of charge and the real one have parted company, a controlled calibration cycle brings the BMS back in step. It is also how we get an honest capacity figure out of an older module.

Reading the system over your own network rather than through the cloud. It survives an internet outage, it does not depend on a subscription, and it is the route we set up for owners who want their data to stay their own.

The third hybrid generation, DC-coupled on the battery side and capable of EPS. It comes to us for charge behaviour that differs from the Gen 2 unit the owner researched before buying, for dongle connectivity, and for settings that move after a firmware step.

Inverter and battery in a single cabinet, which keeps the install tidy. A Giv-Gateway is added for whole-house backup; without one there is no backup in a power cut. It comes to us for gateway communication, for the unit dropping off the portal, and for module imbalance where more than one module is fitted.

The earlier hybrids and the AC-coupled units fitted to existing arrays. We diagnose, reconfigure and repair them the same way as the current range. Where there is no handover pack and nobody left to ask, that is the starting point of the job rather than a reason to decline it.