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Preparing for a MyEnergy Service Visit

Help us plan access, equipment checks and any interruption to power before a service appointment.

Once a service visit has been arranged, a few preparations can help the work proceed safely and reduce avoidable delays.

Confirm the issue and site details

  • Provide the site address, a contact available on the day and your support reference if you have one.
  • Explain whether the whole property has lost power or only part of the system is affected.
  • Send recent alarm messages, when the issue started and any changes to equipment, loads or internet service.
  • Keep relevant handover, warranty and service records available.

See What Information to Collect Before Contacting Support for the full checklist.

Arrange safe access

Tell us about gates, access restrictions, animals, remote tracks, inductions and hazards before the visit. Keep the route to the inverter, batteries, generator and switchboard clear where it is safe to do so. Do not move electrical equipment or remove covers.

Report any fire, water damage, exposed wiring or unsafe access in advance. Do not approach hazardous equipment to take photographs. For immediate danger, move away and call 000.

Plan for a possible power interruption

Ask whether testing or repairs are likely to interrupt supply. Tell us about medical equipment, refrigeration, pumps, livestock systems, security or other loads that need a separate continuity plan. Do not assume backup circuits will remain powered while work is underway.

On the day

Keep the internet and monitoring equipment available unless instructed otherwise. Have an authorised person available to discuss the issue and any proposed work. Do not reset, isolate or alter the system in preparation unless MyEnergy has asked you to follow a specific procedure.

Confirm the agreed scope and ask about any costs or further approval needed before additional work. Existing guidance is available under Site Attendance Charges and Travel Charges for Remote Locations.

Need help?

Submit a MyEnergy support request, email support@myenergysolar.com.au or call 1300 706 870, option 3. Include your site address, the time of the issue, battery percentage and any alarm photos.