Planning & ownership
A clear service enquiry helps the team understand the issue sooner. Keep your installation documents and equipment details together, and note what changed before the problem appeared.
Prepare a useful support request
- Property address and the installation date
- Inverter, panel and battery model details
- A photograph of the displayed fault message, taken safely
- When the issue started and whether it repeats
- Relevant monitoring screenshots and recent generation history
Start with information, not electrical work
A change in monitoring can have more than one cause, including communication or operating conditions. Describe what you can observe from a safe location. Do not open electrical equipment or climb onto the roof to investigate. Ask the service team for the appropriate next step.
Keep the maintenance plan specific
Follow the operating and maintenance information for the installed equipment. Ask what professional inspections or maintenance are recommended for your system and site, and keep a record of work performed. Manufacturer warranty support and installation workmanship support may follow different processes.
Questions worth asking
Can Pylon assess a system installed by another company?
Contact the team with the location and equipment details. Service availability and the scope of an assessment are confirmed before a booking.
Does a lower daily reading always indicate a fault?
No. Weather, shading, household consumption and monitoring issues can affect the information you see. Share a pattern of readings and any fault messages for assessment.