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Background: Support Agents may encounter inquiries from homeowners regarding high utility bills or savings-related concerns.
This document serves as a guide for effectively troubleshooting these inquiries. It outlines the primary reasons behind savings-related questions and assists agents in navigating the troubleshooting process. Additionally, it emphasizes the importance of utilizing all available resources to provide homeowners with clear explanations about solar production and consumption.
Please remember that when we receive customer inquiries about high utility bills or savings concerns, it’s essential to understand the situation by considering both the customer’s information and our system data.
With that being said; We’ll start this article by providing the following introductory guidance:
UNDERSTANDING COMMON CAUSES:
Inquiries related to solar savings typically arise from a few common triggers. By recognizing these triggers, agents can more accurately identify the issues and communicate solutions to homeowners.
Topic | Description |
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Utility Bill/Utility Costs |
Homeowners may not understand why they are still receiving utility bills despite having solar
Solar Systems do reduce bills significantly, but they do not always eliminate them completely, especially if the household consumption exceeds what the system is producing. For instance; during peak hours, if family uses a lot of electricity this increases usage from the grid which results in higher bills
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Energy Efficiency |
Increased energy usage due to the misconception that solar energy is free, along with a lack of energy-efficient appliances and practices
While solar system is producing energy, the increased use of non-energy efficient appliances can still lead to higher bills, for instance, continously running an inefficient air conditioner can use more energy than your system produces. upgrading to energy-efficient models could maximize savings
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Change in Energy Habits or Needs |
Changes in household energy consumption, such as adding new appliances or more people in the home during certain periods
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Maintenance Neglect |
Issues like dusty or soiled panels affecting energy production
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Timing of Energy Use |
Using energy during peak utility rate times or when the sun is not shining
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Seasonal Fluctuations |
Seasonal weather variations affecting solar production and savings
Seasonal changes can influence solar production. For instance; during rainy or cloudy months the solar system will produce less energy, leading to higher utility bills. Similarly; Hot summer days can increase the energy demand, especially for cooling
|
Net Metering Billing Structures |
Lack of understanding of the credits received for the excess electricity sent to the grid
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System Performance Issues |
Underperformance due to technical problems or panels covered by fragments/waste/debris
|
Participation in Virtual Power Plant (VPP) Programs |
Using more Power from the grid during VPP events if the battery does not reacharge adequately
During VPP events, batteries may drain more quickly, leading to increased energy use from the grid. While this can temporarily raise bills, participating in a VPP program allows us to earn credits that will help offset these costs in the future.
|
Equipment Installation on the Wrong Meter |
Discrepancies in Energy usage and savings if the system is connected to the wrong meter
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CT (Current Transformer) Installation Issues |
Missing or Incorrectly installed CT clamps can result in inaccurate energy usage data
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CHECKLIST PROCEDURE
Step | Action |
|---|
1 | |
| |
2 | |
Please ask the customer time on hold while you check their system and account information.
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3 | | IF YES: Review the updated information carefully. Inform the customer about the latest update. If the customer is satisfied with the update, no further action is needed. If the customer is not satisfied: Tag the case owner in the case “Feed.” Ask the case owner to contact the customer for additional details. Let the customer know that an internal request has been submitted and they should be expecting a call back from the case owner during the next 24-48 hours
IF NOT:
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4 | | IF YES: IF NOT: Let the customer know that they need to wait until their system is activated before seeing savings. It's important to consider seasonal changes, climate variations, and energy usage fluctuations throughout the year, as these factors will give a more accurate comparison based on a full year of data from the utility company. However, they may start seeing savings before that full year. If the energy consumption is lower than what their system produces, they should notice savings in the coming months
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5 | | IF YES: IF NOT:
IF PPA: Review M3 Approval Date: Less than 30 days: Up to 30 days:
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6 | | IF YES: IF NOT: |
7 | | IF YES: IF NOT: Go to Step 8 |
8 | | IF YES: Explain to the customer that we will require some help to fully understand their situation Then; Ask if they could send us their utility bill to investigate at (Support@myeverbright.com) and that we will give them a call back once we know more Elevate to a Tier 2 by following the “Escalation SOP” Stop
IF NOT: TALKING POINTS
System is functioning as expected. however it may be a bit early to fully evaluate your savings. We typically recommend waiting at least 12 months before conducting a thorough savings analysis. This timeframe accounts for seasonal variations, changes in climate, and fluctuations in energy usage throughout the year,
However, this does not mean that you won’t see savings before that period. If your energy consumption is lower than the energy your system produces, you should begin to notice savings in the coming months.
You may also increase your typical energy use without realizing it. This could be from something like adding an EV, working from home more or not being conservative with your energy use because you have solar panels. This change could mean you need to use more energy from your utility provider. Keep in mind, the same energy efficiency steps you may have taken before going solar are still needed today. This includes ensuring you have energy efficient lights and appliances, turning off lights and electronics when you’re not using them and raising your A/C or lowering your heater by a few degrees.
Most utilities have a customer charge, or needed smallest bill, as well as related applicable taxes that you need to pay even if you don’t use electricity from your utility. You should talk to your utility about this charge, but this covers some of the costs of keeping power lines or other services that you may need if you can’t fully power your home with solar.
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