Remote Support Charges

MyEnergy may be able to diagnose or resolve system issues remotely using monitoring data, phone support and system checks.

When Charges May Apply

Remote support charges may apply where the issue relates to:

• Internet, modem, router or Wi-Fi changes
• Reconnecting or reconfiguring monitoring
• Settings changed by the customer or another contractor
• Generator operation or maintenance
• New appliances or increased electrical loads
• Equipment not supplied or installed by MyEnergy
• General system advice outside the installation handover
• Issues where no warranty fault is found

Additional charges may apply for extended diagnostics, after-hours support or manufacturer liaison.

Warranty-Related Support

Where the issue is confirmed as an eligible MyEnergy installation fault or manufacturer warranty fault, remote support charges may be waived or included as part of the warranty assessment.

Manufacturer warranties do not always cover MyEnergy’s diagnostic time, labour or travel costs.

MyEnergy will advise where possible if charges are likely before completing further support work.

Before arranging remote support

Have your job or invoice number, equipment details and a short description of the problem ready. Ask which work is proposed, whether an estimate is available and what information is needed to assess a possible warranty claim. Keep the support correspondence with your system records. If another installer, internet provider or equipment supplier has recently made changes, describe those changes so the team can understand the scope of the issue.

Phone: 1300 706 870
Email: support@myenergysolar.com.au