What kind of installer support is available for technical issues?
Voltello recognises the importance of a smooth provisioning process onsite and the frustration caused by needing to return to site after demobilising. We provide comprehensive installer support for technical issues during installation.
If you require support on-site with setup,
submit a ticket here and tick 'I am an installer" for our team to prioritise immediate response. Make sure to include your customer's name.
After the following steps have been completed, the rest of the steps can be done remotely by the installer through the Voltello App:
- Modbus TCP is enabled on the inverters
- All inverters and the Voltello device are on the same network and that it is not a guest Wi-Fi network
- The inverter and smart meter devices have been added in the Voltello App
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What household customer support is available post-installation?
Voltello maintains a Support Desk and detailed Knowledge Base for household customers who can assess this using the Voltello app and via email.
What does a Customer need to do before the Installer gets to site?
You can access a Customer Step-by-Step Guide that you can share with your customers here. Below are the steps a Household Customer will need to follow, ideally before you arrive on site, but this can be done with the customer whilst you are on site ...
How do I register for Installer Training?
Training for Installers will be run periodically based on requests. You can register you interest for training with our Support Desk and they will advise you when the next training session will be run. Please email your details to ...
Site Provisioning: Installer Checklist
Make sure the site has all of the following to ensure successful provisioning. Some warnings will show prior to provisioning if the requirements are not met, for example: Customer’s NMI is blank, or Customer does not have a meter/inverter added to ...
Setup Troubleshooting
Please see the Village Energy troubleshooting page for common issues encountered during setup, and their solutions: Village Energy - Troubleshooting Common Problems Problem: My Customer isn’t available in my App. Solution: Ask Customer to share ...