Mike Dolt Enterprises
Mike Dolt Enterprises
User: SceneryDriver, Location: NJ
Asked on: Monday, August 11, 2025 at 11:15 am EDT
Answered on: Monday, August 11, 2025 at 11:16 am EDT
Question: Shout out to Enphase's technical support. It took almost 6 hours on the phone across 5 phone calls, but they got my Envoy gateway back on its feet and properly reporting.The Envoy originally came with a cellular modem; this caused two problems:1) The cellular connection was terribly dodgy. The envoy had locally logged so much production data it had a database error.2) The dodgy connection didn't allow the Envoy to properly update its firmware, so it was four versions behind.In June, the 5-year cell data plan timed out (system was originally installed by the previous homeowner). I started getting emails stating the Envoy couldn't be reached by Enphase. Cue the troubleshooting - I ran a hardwired Ethernet connection to the Envoy to give it a good connection. Enphase was able to un-bork the production logging database remotely, and trigger the proper software updates.Turns out I apparently had 143MWh of production that wasn't originally accounted for. If the database data is anywhere near correct, that'll be a significant amount of $$ due to me from my SREC (solar renewable energy credit) broker.Enphase's tech support is free and knowledgeable. I'm impressed that they kept working the issue with me, and didn't just say "buy a new control card for $400."SceneryDriver
This is a great testimonial for Enphase's technical support! You've highlighted some key points that will be valuable to anyone considering or already using Enphase products: Persistence and Problem-Solving
Six hours across five calls is a lot, but the fact that they stuck with it and ultimately resolved the issue is commendable. Many companies would have given up or pushed a costly replacement.
Knowledgeable Support
You specifically note their knowledge, which is crucial for resolving complex technical issues.
Cost Savings
Emphasizing they didn't push a new control card for $400 shows their commitment to finding a solution without immediately resorting to sales.
Value of Ethernet Connection
Your experience highlights the importance of a stable internet connection for optimal Envoy performance. Switching from cellular to Ethernet was a key step in resolving the issues.
Unexpected Benefits
The potential financial windfall from the uncovered production data is a fantastic bonus and underscores the importance of accurate data logging.
Free Support
The fact that their technical support is free adds significant value to their product.Here are a few additional thoughts or questions someone reading this might have:
Specificity is helpful
Mentioning what specific troubleshooting steps you tried yourself before contacting support (if any) might be helpful to others.
Warranty Status
Was the Envoy still under warranty when you contacted support? This might influence other people's expectations for similar situations.*
Future-proofing: Based on your experience, what advice would you give to new Enphase system owners regarding internet connectivity and data monitoring?Overall, this is a strong endorsement of Enphase's technical support. Thanks for sharing your experience! Flag for review