Existing customers

Support for Solar Installation

Most problems have a simple cause and you can check it in a couple of minutes. Start with what you are seeing, and if it is not one of these, we are one email or one call away.

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SolarGridOutputBatteryHome OKall five lit
What a healthy system looks like Five icons, all steady green. Yours is on the inverter, not the roof. Anything amber, red or dark? That is what to tell us.

Something is not right

Already installed and something is wrong. Each one opens the checks that resolve most calls, and the route to us if they do not.

Nothing is generatingNo output at all, day or night.
Look at the inverter first, not the roof

Almost every total outage shows at the inverter. Note the status light or the code on the screen exactly as it appears, and photograph it. That one photo is usually the difference between one exchange with us and four.

Check the isolators are still on

There is an AC isolator and a DC isolator, usually near the inverter. Both need to be on. If either has been switched off, by anyone, the system stops.

Check your consumer unit

Look for a tripped breaker or RCD on the solar circuit. If it trips again after you reset it, stop there and contact us rather than resetting it repeatedly.

Still nothing?

Send us the code from the inverter screen and your postcode. If the fault is in the inverter or battery, the manufacturer holds that warranty and we will take it up with them with you.

Email supportCall 0800 999 1454
Output has droppedGenerating, but less than it used to.
Rule out the season and the weather first

Output moves with the time of year and the cloud. A quiet week in winter is normal and not a fault.

Look for shade that was not there last summer

A tree, a new extension, a neighbour’s aerial. Shade on one panel can pull a whole string down, and it moves through the day.

Check whether it is one string or all of them

If your inverter reports per string, compare them. One string far below the other is a real fault and worth reporting.

What is worth telling us

A sudden drop with no weather to explain it, or generation stopping at the same time every day. Both have causes we can find.

Email supportCall 0800 999 1454
The app has stopped updatingNo data in the app, but the system may be fine.
Your panels are almost certainly still working

The app reports through your home broadband. When it goes quiet the usual cause is a changed WiFi password or a replaced router, not anything on the roof. The system keeps generating while the app is offline.

Reconnect the inverter to WiFi

Most inverters rejoin from their own screen or app. If you have changed your router or password since the install, that is the thing to redo.

Check the inverter is still showing output

If the inverter shows normal generation, this is a monitoring problem, not a system problem. Call us and we will talk you through the reconnection.

Email supportCall 0800 999 1454
Something elseA noise, a leak, a question about your warranty.
Anything involving water or burning smells

Stop, isolate if it is safe to do so, and call us on 0800 999 1454. Do not wait for an email reply.

Warranty questions

The panels, inverter and battery carry the manufacturer warranty. The installation, the mounting and the wiring are ours. If you are not sure which one you have, ask us and we will work it out rather than send you in a circle.

Do you support systems you did not install?

Contact us and we will tell you honestly whether we can help. We need to know what is on the roof and who fitted it before we can say, and there are cases where the original installer or the manufacturer is the right route.

How quickly will I get a reply?

Email reaches the same team that answers the phone. Include your postcode, roughly when the system went in, and a photo of the inverter screen if there is a code on it. It is the difference between one exchange and four.

Email supportCall 0800 999 1454

Before your installation

From the deposit to grid approval, in the order it happens. The paperwork one is worth reading first: it is the most common cause of a delay.

I have paid my deposit, what now?Your job is booked. Here is the order things happen in.
Nothing else is charged until the work is done

Your deposit books the job and locks your quote at the price you accepted. The balance is due after installation, not before.

You keep the same project manager

The same person stays with your job from here through to handover, so you are not re-explaining it to someone new each time.

You can still change your mind

There is a 14 day cancellation right under the Consumer Contracts Regulations.

What happens next

We ask you for two small pieces of paperwork, then book your site assessment. Those two things are what unblock everything else.

Email supportCall 0800 999 1454
What paperwork do you need from me?Two things, about two minutes. This is the big one.
A signed letter of authority

It lets us speak to your network operator on your behalf. We cannot apply for your grid connection without it.

A photo of a recent electricity bill

We need the MPAN number from it, which identifies your supply point to the network operator. A photo of the bill is enough.

Why we keep chasing it

Without these two your grid application cannot start, and that is the single most common cause of a delayed installation. Two minutes here saves weeks later.

Email supportCall 0800 999 1454
What happens at the site assessment?a site visitor measures up so the design matches your actual house.
What they are checking

Your roof measurements, your loft, and your fuse board, so the system is designed around your house rather than an aerial photograph.

What you need to do

Be at home, and clear access to your loft hatch and your fuse board. That is all.

How long it takes

Around 45 minutes to an hour. your site visitor photographs the roof and the electrics. There is no power interruption.

Email supportCall 0800 999 1454
Has my quote changed after the site assessment?Usually not. If it has, you decide.
Most site assessments confirm the quote exactly

In most cases nothing changes and there is nothing for you to do.

If the design does change

You get a revised quote before anything else happens, and your deposit stays refundable. We tell you first, you decide.

Email supportCall 0800 999 1454
We are waiting on the DNOGrid approval. The one stage nobody can speed up.
What it is

Your network operator has to approve the connection before we can install. Smaller systems go through G98, larger ones through G99.

How long it takes

Usually 10 to 45 working days depending on the operator. It is their queue, not ours, and it cannot be expedited.

What we do while you wait

We submit it, chase it weekly, and tell you when the position changes. Once your paperwork is in there is nothing more needed from you.

Read the G99 and DNO guide →

Email supportCall 0800 999 1454
Do I need planning permission?For most homes, no.
Most homes are permitted development

In most cases solar panels on a residential property are considered permitted development and do not require planning permission, as long as specific criteria are met.

The exceptions worth checking

Listed buildings and homes in conservation areas are the usual ones. It is worth checking with your local planning authority, and we will tell you if we think yours needs it.

Ground mounts and commercial are different

Larger ground-mounted arrays and commercial roofs have their own thresholds. Ask us and we will tell you which applies to your site.

Email supportCall 0800 999 1454

Installation and after

The scaffolding, the day itself, and the certificates you will need for your export tariff.

When does the scaffolding go up?A few days before, and down shortly after.
The timing

Scaffolding goes up a few days before the installation and comes down once the work has been signed off, usually within two days after. It takes about half a day to erect.

What we need from you

Move any cars off the driveway the night before, and unlock side access if the scaffolders need to get round the back.

Who contacts you

Your scaffolder contacts you directly if access is a problem.

Email supportCall 0800 999 1454
What happens on installation day?One to two days, and about an hour without power.
How long we are there

One to two days for most homes. The team fits the panels, the inverter and the battery, and commissions the system before they leave.

Your power goes off for about an hour

We need to isolate the supply while we connect the system. It is around an hour, and we will tell you before we do it.

What we need from you

Someone over 18 at the property, and a clear space near the fuse board for the inverter and battery.

Before we leave

The team tests everything and shows you how the system works and where to see your generation.

Email supportCall 0800 999 1454
Where are my certificates?MCS, grid approval and your warranty pack.
Your MCS certificate

Issued within 10 working days of the installation. Check that the system specifications match what was installed and that the property address is right.

You need it for your export tariff

The MCS certificate is what an export tariff application asks for. Setup typically takes 2 to 4 weeks once your certificate, smart meter and export MPAN are in place, and you do not need a battery to qualify.

Keep them together

Your certificate, grid approval and warranty pack are what a future claim or a house sale will ask for.

Lost the paperwork?

Email us with your postcode and roughly when the system went in and we will resend what we hold.

Read the MCS certificate guide →

Email supportCall 0800 999 1454
Contact

Support Email & Phone No.

Include your postcode, roughly when the system went in, and a photo of the inverter screen if there is a code on it. That is usually enough to answer you in one reply.

Email ussupport@solar4good.co.ukBest for a fault code, a photo of the screen, or anything that can wait for a written answer.Call us0800 999 1454If anything looks or smells unsafe, call. Do not wait for an email reply.

Both reach the same team, the one that fitted your system.

Your inverter or battery

Customer Support for Inverter / Batteries

If the panels are generating but the inverter or battery reports a fault, the manufacturer holds the warranty on that unit and can often resolve it over the phone. Contact them directly, or contact us and we will do it with you.

Fox ESS

+44 161 9074742fox-ess.com

LUXPOWER

+44 1274 83115luxpowertek.com

SOLIS

+44 1133280870solisinverters.com/uk

Get in touch with them for any support

GivEnergy

+44 1377 252874givenergy.co.uk

GivEnergy Ltd, the manufacturing company, is in administration. Christopher Brooksbank of CB Business Recovery was appointed on 9 April 2026.

The support line and website above were both still operating when we checked them on 11 August 2026, as was the GivEnergy customer portal. A warranty claim against a company in administration is not guaranteed to be met, so if yours is refused or goes unanswered, tell us.

Your battery keeps working either way. We service, maintain and repair existing GivEnergy systems. Call 0800 999 1454 or email support@solar4good.co.uk.

More detail in our guide, GivEnergy Administration 2026.

Please share your experience with us

If we got it right, or if we did not, we would rather hear it. Email us at support@solar4good.co.uk or leave it publicly.

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Email supportCall 0800 999 1454
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