In 2022, all major mobile carriers—including AT&T, T-Mobile, and Verizon—opted to shut down their 3G networks to make room for more advanced network infrastructure, like 5G. This decision impacted millions of devices, including tablets, smartwatches, home security systems, and solar inverters.
How does this change impact solar inverters?
All solar systems installed by Palmetto include a small device within the solar inverter, which allows the system to report power production wirelessly. If the device in your inverter runs on 3G, your inverter will no longer be able to communicate information.
While this change does not impact solar energy production, it does inhibit the following features:
- Production monitoring in your Palmetto solar account
- Remote issue detection
- Reporting data required for SRECTrade incentives, if applicable
Does this change impact you?
If your solar energy system was installed prior to 2020 and you no longer see solar performance data in your Palmetto solar account, you may be due for an upgrade.
Prior to the change, Palmetto took steps to contact all impacted customers and fast-track replacement devices. However, there were a few customers we were unable to reach. Ask yourself the questions below to see if you may be due for an upgrade.
Do you need to upgrade your inverter? 3 questions to ask
1. Was your solar energy system installed before 2020?
If your solar energy system was installed in or prior to 2020, you may be due for an upgrade. Move on to question two.
2. Has your solar inverter stopped reporting production?
To see if your inverter needs a 4G upgrade, check your solar energy production in your Palmetto solar account. Log in at home.palmetto.com (or click here for instructions to reset your password). If you see performance data in your Palmetto solar account, you’re good! No need to keep reading. If, however, you don’t, please see question three.
3. Did you receive a device upgrade request from Palmetto?
If you answered yes to questions one and two, it’s time to check your email history. You should have received emails from Palmetto with instructions to initiate the upgrade. Emails went out to all impacted customers in 2022 using the email associated with each Palmetto solar account.
Question three is a sure-fire way to know that you need an upgrade. However, emails often get lost or misplaced. We get it! If you answered yes to more than one of the questions above, please contact support by emailing help@palmetto.com or calling (855) 339-1831. We can help you determine if your device is due for a 4G upgrade and work with you to get your system production and monitoring data back on track.
Frequently Asked Questions
Who was affected by the change?
The 3G wind-down affected virtually all installers in the solar industry, as well as many other industries that leverage 3G technology. Affected Palmetto systems were primarily installed before 2020.
Does the upgrade impact my solar production?
No, your system will continue to produce power.
Does this change impact my warranty?
No, the warranties associated with your solar system are not impacted by the change.
Will I have to pay for the upgrade?
If you have not yet upgraded the 3G device in your solar inverter, you may be responsible for the replacement costs, including parts and labor. Pricing varies by location. Please contact help@palmetto.com or (855) 339-1831 to discuss your options and initiate the replacement.
What if I have the 3G cellular device and choose not to replace it?
While the 3G cellular device does not affect system production, you will no longer have access to production monitoring or system updates through your Palmetto solar account. If SREC Trade incentives are available in your area, you may lose access to the incentives as you won’t have any production data to report.
If my connection was lost, can I account for any SREC incentives once my reporting is back online?
No. Unfortunately, there is no direct process to recover any SREC incentives that may have been recorded while your inverter was not reporting energy production. Any energy data that was not recorded and reported cannot be used for SREC incentive purposes.
I received the emails but didn’t respond. How can I schedule the upgrade?
Please contact Palmetto at help@palmetto.com or (855) 339-1831 to request the 4G upgrade. Timing will depend on the receipt of your replacement device from the manufacturer and technician availability in your area.
Still have questions? Get in touch.
Please direct any questions to help@palmetto.com or (855) 339-1831. Thank you for being a Palmetto customer!