Q: What is happening with the 3G shutdown?
A: This year, 3G cell plans are being prematurely discontinued by the cellular provider, T-Mobile. This ending of 3G infrastructure is happening nationwide, affecting solar customers everywhere. Once this occurs, your connection to view system monitoring will be severed.
Q: What is the 3G device and why is it important?
A: Your solar system includes a 3G cellular signal plan, which allows your system to wirelessly report power production. This device was installed in your solar inverter automatically when your solar system was installed. This allows you to:
- Monitor your system's production via the Palmetto App.
- Helps us review system issues remotely, should they arise.
- Ensure receipt of any SRECtrade incentives, if applicable.
Q: Is this happening everywhere? Who is affected?
A: Yes, this premature 3G wind-down is affecting virtually all installers in the solar industry, as well as many other industries which leverage 3G technology. Palmetto customers affected were primarily installed before 2020.
Q: Will my system stop producing?
A: Your system will continue producing power. Even if you lose access to monitoring, your system will still produce. The cellular device in question is unrelated to the production of your system.
Q: Is there a cost to me?
A: No, there is no cost for Palmetto customers to have their device replaced. However, action is required from you in order to schedule free replacement and take advantage of 1 free year of Palmetto Protect Essentials.
Q: I heard that other non-Palmetto solar customers in my area had to pay?
A: Palmetto is aware that many competitors or other installers may be charging their customers for the device replacement. At Palmetto, we believe our customers come first, and are covering the costs of your replacement device at our expense.
Q: Who is SolarEdge and what is an Inverter?
A: SolarEdge is a leading solar equipment manufacturer, and the manufacturer for your solar system's inverter. The inverter is a standard piece of equipment with all solar installations, which helps convert power generated by your solar panels into useable power for your home. Your solar inverter came with a built in 3G cellular device.
Q: What if I choose not to replace my device?
A: Once the network is shut down, you will no longer have system visibility, nor will you receive automatic updates. However, your system will still produce solar energy. If your area is supported by any SRECTrade incentives, you may lose access to those incentives, should you choose not to accept the replacement device.
Q: Does this impact my warranty?
A: No, the various warranties associated with your solar system are not impacted.
Q: Do I need to take action?
A: At this time, no action is required from you. Your solar system will still produce power, even if your monitoring were to be temporarily disconnected. Of course, we're working hard to ensure you do not lose monitoring! Palmetto will contact you in the coming weeks with instructions on how to schedule your service visit.
Q: When can I expect an update?
A: Palmetto is working directly with your solar inverter manufacturer, SolarEdge, on coordinating a replacement device. We expect to begin replacements early this Spring. While this premature wind-down affects the entire solar industry, as well as many other industries, customer experience is our top priority and we'll be working with you, our homeowners, as quickly as possible.
Q: How will I receive scheduling instructions?
A: Palmetto will send you an email with full details on how to register your solar system and opt into your device upgrade. Timing on availability will vary based on:
- Receipt of your replacement device from the manufacturer
- Technician schedule availability in your area
Q: What Email will you send instructions to?
A: Instructions will be sent to your email associated with your solar account. This is the same email you signed your various solar documents when you signed up for solar.
Q: Will I need to be home for my technician visit?
A: No, you will not need to be home for your technician visit. However, the technician will need access to your solar inverter. Therefore, if your inverter is not directly accessible, such as behind a gate or on the interior of your home, we will require an adult to be present and to provide access.
Q: Can the electrician help with other solar issues, or other general electrical problems around my home? 🏠
A: No, technician visits are for the replacement cellular device only. Should you have any other questions or concerns, please contact us at firstname.lastname@example.org or call 855 339 1831
Q: Who can I contact with questions?
A: Palmetto will be proactively reaching out to affected homeowners over the coming weeks, however, we are happy to answer any questions you may have. Please contact us via the below contact information. Thank you for being a Palmetto customer!
- 855 339 1831