Installer not responding: what to do
You have a solar system installed, a problem has come up and the installer has stopped answering? There are a few simple steps, none of which touch the equipment, that put your case in order and show you what to ask for.
Get a quoteWe reply within 48 h. No obligation.
What's included
A look at your case
Remotely, plus a site visit if it's needed.
A written quote
With the price, before any work starts.
Only with your go-ahead
It's your call: we only go ahead when you say yes.
Contact the installer in writing
Send an email or a message describing the problem, with the date, and keep what you sent and the reply, or the lack of one. A written record is useful whichever way you go next.
What to gather
- The contract or the accepted quote, and the invoice for the installation.
- The brand, model and serial number of the inverter and any other equipment: they are on the labels.
- Photos of the equipment, the display and the lights, taken without touching anything.
- The logins of the monitoring app. The system may have been registered under the installer's account: see FusionSolar offline.
- The installation date, when the problem started and the messages exchanged with the installer.
What not to do
Don't open the inverter, don't touch cables or plugs and don't ask anyone without the right training to do it. If only the app shows no data, see FusionSolar offline.
What we can do
With what you gather, we assess the case remotely and, if needed, with a visit. We reply within 48 h and send a written quote with the price stated before you go ahead. We only go ahead with your agreement. See help when the installer is gone.
We are an independent company: we don't replace the installer, we don't speak for the installer or the manufacturer and we don't comment on any particular company.
About this information
This page is general information, not legal advice. What applies to your case depends on your contract and your documents. We don't assess contracts or responsibilities and we don't promise any outcome on that.
Frequently asked questions
Can I ask for help without the contract?
Yes. The documents help, but they are not required: the brand, the model and a few photos already tell us a lot.
Will you tell me what the installer should have done?
No. We assess the equipment and tell you what can be done from now on.
What if I lost access to the app?
Tell us the brand and the app you use. We'll look at what is possible with you, without asking you for passwords.