Over 8,000 customers

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Why choose Solar Plants?

Over 8,000 customers

Which? Trusted Trader

Nationwide installer

Contact us

It’s easy to get in touch! Use the form opposite and we will contact you to discuss your enquiry.

If you are an existing customer of Solar Plants, we have a handy FAQs section below which may answer your question.

Contact

You can also contact us by:

SOLAR PLANTS CUSTOMERS

We’re always on hand for support

You can get in touch with our customer service team using the options above. However, before you go to the trouble of calling or emailing, the frequently asked questions section below may help you to find a simple solution.

FAQs

There may be a quick answer to your question! 

General information

What are your opening hours?

We’re in the office Monday – Friday to answer all of your calls and emails.

Monday – Thursday: 9am – 7pm

Friday: 9am – 5pm

You can also web chat with our team during evenings and weekends too!

What if I have an issue during the festive period?

Our office hours during the Christmas period may change year to year. We have an emergency email address if there is something which needs urgent attention: emergency@solarplants.org.uk 

Keep an eye out on our social media channels and within our Christmas newsletter for this year’s Christmas period opening hours.

Troubleshooting

Why is my SolarEdge monitoring portal not displaying any data?

This is likely a communications issue. We have a helpful video to help you reconnect:

First, you should try resetting your router. 

Secondly, you should try resetting one of the isolator switches. You have two isolator switches, one by your mains and one by your inverter. 

  1. Choose an isolator switch to reset
  2. Rotate the switch anti-clockwise until you hear a click
  3. Wait 30 seconds
  4. Turn the switch back clockwise into its original position
  5. Wait one hour and then check your monitoring portal again.

If you still need help, please contact our Customer Service Department. 

I received an email saying that there is an error with my system, what should I do?

Don’t panic – our monitoring team are just alerting you to an error and we want to help you to resolve it. 

Before taking any action, please log into your SolarEdge monitoring portal to check if there are any obvious faults – a lot of the time it is just a momentary communication issue between your inverter and your router, which has already rectified itself.  

If this is not the case, follow the rest of the steps within the email to get your system up and running. You may also find our video useful which shows how to get your system working again.  

What should I do if I have changed my WiFi router/password?

This will likely be because of a communications issue. We have a helpful video on how to resolve this type of issue below.

Alternatively, you can read our instructions on what to do online.

If you still need help, please contact our Customer Service Department.

Why is my monitoring portal displaying nothing at all?

This will likely be because of a communications issue. We have a helpful video on how to resolve this type of issue below:

First, you should try resetting your router. 

Secondly, you should try resetting one of the isolator switches. You have two isolator switches, one by your mains and one by your inverter. 

  1. Choose an isolator switch to reset
  2. Rotate the switch anti-clockwise until you hear a click
  3. Wait 30 seconds
  4. Turn the switch back clockwise into its original position
  5. Wait one hour and then check your monitoring portal again

If neither has resolved the issue, please ask yourself these questions. 

  1. What device are you using? 
  2. If a mobile or tablet device, are you using the phone’s web browser? 

Instead of using a web browser on your mobile or tablet device, we recommend downloading the SolarEdge monitoring app.

If you still need help, please contact our Customer Service Department. 

Why isn’t my total generation meter showing anything?

If this issue occurs, you should first check the miniature circuit breaker (MCB). The MCB looks like a trip switch on your fuse board. If this is off, turn it back on. If the MCB isn’t off, you should try resetting the isolator switches.

You have two isolator switches, one by your mains and one by your inverter. 

  1. Choose an isolator switch to reset
  2. Rotate the switch anti-clockwise until you hear a click
  3. Wait 30 seconds
  4. Turn the switch back clockwise into its original position
  5. Wait one hour and then check your monitoring portal again

If you still need help, please contact our Customer Service Department. 

Why hasn’t the figure on my total generation meter updated?

If your total generation meter hasn’t updated recently, you should try resetting the isolator switch. You have two isolator switches, one by your mains and one by your inverter. 

  1. Choose an isolator switch to reset
  2. Rotate the switch anti-clockwise until you hear a click
  3. Wait 30 seconds
  4. Turn the switch back clockwise into its original position
  5. Wait one hour and then check your monitoring portal again

If you still need help, please contact our Customer Service Department. 

Sonnen Batteries

My sonnenBatterie has a red circle. What do I do?

You should complete the following steps:

  1. On the top of the battery, find the switch labelled “F1”
  2. Also locate the battery’s red isolator switch
  3. Turn both of these switches off (the isolator switch you turn anti-clockwise)
  4. Wait five minutes and then turn both switches back on
  5. Please, wait for an hour and see if the red light turns blue (normal status)

If this hasn’t resolved the issue, please contact our Customer Service Department. 

My monitoring portal isn’t displaying a charge/discharge. What should I do?

You should complete the following steps:

  1. On the top of the battery, find the switch labelled “F1”
  2. Also locate the battery’s red isolator switch
  3. Turn both of these switches off (the isolator switch you turn anti-clockwise)
  4. Wait five minutes and then turn both switches back on
  5. Please, wait for an hour and check if your monitoring portal is now working

If this hasn’t resolved the issue, please contact our Customer Service Department.

My sonnenBatterie has an orange circle. What should I do?

This is a communications issue. As sonnenBatteries are TP-linked, you will need to check the powerline adaptors. There are two, one by your battery and one by your WiFi router, and they are small white boxes that usually have three green lights. 

In this scenario, each adaptor will only have two out of three green lights on display. Unplug both of these adaptors for five minutes at the same time. Plug back in and check if the circle on your sonnenBatterie has changed from orange to blue (normal status).

If this hasn’t resolved the issue, please contact our Customer Service Department. 

QUICK LINKS

Where can we take you next?

About Solar Plants

Solar Plants is the leading brand for solar PV. We strive to promote the importance of clean energy, delivering quality products and customer service.

Blogs and news

Read our latest blogs covering a range of topics such as electric cars and energy news. Stay up to date with the latest news within the industry.

Products and services

Our experts can help you find the best clean energy solution tailored to your requirements. Save money and do your bit for the planet.

About Solar Plants

Solar Plants is the leading brand for solar PV. We promote the importance of clean energy, delivering quality products and services.

Blogs and news

Read our latest blogs covering a range of topics such as electric cars and energy news. Stay up to date with the latest news within the industry.

Products and services

Our experts can help you find the best clean energy solution tailored to your requirements. Save money and do your bit for the planet.

Solarplants Ltd is authorised and regulated by the Financial Conduct Authority under number 738735. We are a credit broker not a lender and have a facility with one lender. Solar Plants is a trading name of Solarplants Ltd.

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