Information About Your Solar System

During a natural disaster, your safety is of upmost importance to us. We’ve provided a list of frequently asked questions during hurricanes or other natural disasters.

If you can see visible damage to your solar system or battery, do not touch your solar system or try to make any repairs yourself. Please call us right away.

After a natural disaster, if you believe your solar system was affected or is not producing energy, let us handle it for you.

866.SUNNOVA (866.786.6682)
customerservice@sunnova.com

Customer Care Hours of Operation:

Mon-Fri: 7am-Midnight (CT)
Sat: 7am-9pm (CT)
Sun: Noon-Midnight (CT)

 

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Battery Storage

 

What happens when the power goes out?

If you have a solar system without a battery, your system will turn off when the grid is down. A solar-only system cannot operate independently of the electric grid and will shut down when the grid isn’t working. This means you won’t have any power for your home during a grid outage.

If you have a solar system with a battery, you will be able to use the energy stored in your battery to power your essential appliances. Think about your solar + storage system as its own grid – during a blackout, you can power your home with your solar and battery as long as there is enough sun to charge your battery.

Once the grid comes back on, your solar system should automatically resume functioning as usual, unless there is an issue. However, it can take up to an hour to completely restart and connect to the cellular system.

 

A natural disaster is heading towards my home. What happens to my battery?

If we confirm that a natural disaster is heading towards your home, we will automatically place your battery in backup mode, or we will email you with instructions on how to set your battery to backup mode. When a battery is in backup mode, the battery will attempt to charge to full capacity, and the battery will not discharge energy to your home unless there is a power outage.

After the natural disaster passes, we will set your battery back to normal operating mode. 

Please note that if your battery is connected through a subpanel, only the loads connected to the subpanel will be backup.

 

How should I manage my battery during a power outage?

We suggest you turn off non-essential, large appliances first, such as your washer and dryer or pool pump, as these appliances draw the most electricity. This will help the energy in your battery last longer to power your more essential items.

The amount of power available from the battery during a power outage is limited, depend on the loads connected, customer usage and battery configuration (i.e. Batteries in certain areas may be set up to provide you with the best economic benefit, which may affect the amount of back-up available). Solar systems and/or batteries may require repairs after weather events and such repairs may be delayed due to forces outside of our control.

 

How can I add a battery to my solar system?

If you’re a Sunnova customer, we can add a battery to your existing solar system. Learn more here and fill out the form at the bottom of the page. We will get in touch with you and provide more information.

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Damage to Your Solar System

 

Your safety is our priority.

  • If you find loose cables or pieces of cables, please do not touch them because they could have electrical power.
  • Please, do not try to climb the roof. It is dangerous and could pose a threat to you and / or your home.
  • If the panels are damaged, cracked, loose or completely detached from the roof, do not touch them. They could still be energized, producing energy.

 

If I see damage to my system, what should I do?

If it is safe for you to make a visual evaluation of your solar energy system, please send us information with photos about the state in which your system is located at customerservice@sunnova.com. If you prefer, you can call us at 866.SUNNOVA (866.786.6682).

 

There are loose wires in my solar system, what should I do?

Do not touch the wires as they may have electrical current. If it is safe for you, please send us information with photos about the status of your system to customerservice@sunnova.com. If you prefer, you can call us at 866.SUNNOVA (866.786.6682).

 

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Solar Energy / Suspension in the Light Service

 

How long will the grid electricity be out?

Unfortunately, we do not know when the grid electricity service will be restored. We recommend you contact your utility directly for any updates.

 

There is no cellular service, but the electricity service in my house has already been restored. Will my solar system begin to produce energy?

Yes. Your solar energy system requires the cellular network to transmit the meter data to Sunnova. However, this is not necessary to produce energy. Although Sunnova will not be able to monitor the production of its solar energy system, be assured that your home will continue to produce solar energy. Once the cellular service is restored, we will begin to monitor your production as of that moment.

 

How can I know if my solar system is producing energy?

If you did not have light service, wait approximately one hour for the system to restart.

To verify if your system is producing energy, identify the type of meter your solar system has and follow the steps below:

Locus meter

  • Verification that the system is producing:
  • The readings of energy (kWh), power (kW) and current (A) will appear in cycle on the LCD screen.
  • An arrow-shaped icon will appear on the lower right side of the LCD screen.
  • Verification that the system is communicating:
  • Solid phone icon on the bottom left of the LCD screen.
  • If a solid phone icon does not appear, but you see the cycle of kWh, kW and A readings on the screens, it means that the system is producing power but is not communicating with Sunnova.

Itron meter

  • Verification that the system is producing:
  • The readings of energy (kWh), power (kW) and current (A) will appear in cycle on the LCD screen.
  • An arrow-shaped icon will appear on the lower right side of the LCD screen.
  • Verification that the system is communicating:
  • You will see the code 106 on top at the same time it shows a 551 on the left side of the LCD screen.
  • If a code 106 does not appear on the screen, it means that the system is producing power but is not communicating with Sunnova.

Envoy S Meter

  • Verification that the system is producing:
  • The energy production LED (light icon) is on the cover of the Envoy S and is solid green.
  • The LED of the communication device (icon in the form of opposite arrows) is on the cover of the Envoy S and is solid green.
  • Verification that the system is communicating:
  • The communication network LED (icon in the form of a cloud) is on the cover of the Envoy S and is solid green.
  • If the LED of the communication network is not solid green it means that the system is working but is not communicating.

Solaredge Meter

  • Verification that the system is producing:
  • The Solaredge Meter is built into the Solaredge inverter.
  • Check the Solaredge inverter for a green light near the Power indicator
  • The Solaredge display screen should also light up and say “On”. It will likely also say Vac [V], Vdc[V[, and Pac[W].

 

It has been over an hour and my system is not working. What should I do?

You can reset the meter, disconnecting the system for 5 minutes and then reconnecting it. To disconnect the system, put the AC disconnect handle in the off position. Leave it in the off position for 5 minutes and then put it back in the on position. Wait one hour for the system to restart. If it does not restart, call us at 866.SUNNOVA (866.786.6682) or write to customerservice@sunnova.com and we will initiate a service request.

 

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Sunnova Protect ™ Warranty Coverage

 

What does my warranty cover?

The Sunnova Protect™ Limited Warranty covers the equipment and labor required for repairs to your system, caused by damage, including damage caused by a natural disaster. The warranty does not cover damage to the roof as a result of the passage of a natural disaster. Please contact your home insurance company for information on coverage for damage caused by winds and storms. If the company in charge of roof repairs requires that the system be temporarily removed for roof repairs, please contact us to obtain a quote for disassembly and reinstallation of the system, for your insurance company.

 

My roof is leaking after the natural disaster. Please send a technician to repair the roof.

The Sunnova Protect™ Limited Warranty covers the equipment and labor required for repairs to your system, caused by damage, including damage caused by a natural disaster. The warranty does not cover damage to the roof as a result of the passage of a natural disaster. Please contact your home insurance company for information on coverage for damage caused by winds and storms. If the company in charge of roof repairs requires that the system be temporarily removed for roof repairs, please contact us to obtain a quote for disassembly and reinstallation of the system, for your insurance company.

 

What happens if my solar energy system has been damaged and the roof begins to drip after the natural disaster?

The Sunnova Protect™ Limited Warranty covers the equipment and labor required for repairs to your system, caused by damage,  including damage caused by a natural disaster. The warranty does not cover damage to the roof as a result of the passage of a natural disaster. Please contact your home insurance company for information on coverage for damage caused by winds and storms. If the company in charge of roof repairs requires that the system be temporarily removed for roof repairs, please contact us to obtain a quote for disassembly and reinstallation of the system, for your insurance company.

 

If a solar panel goes flying and destroys my roof, who is responsible?

The Sunnova Protect™ Limited Warranty covers the equipment and labor required for repairs to your system, caused by damage, including damage caused by a natural disaster. The warranty does not cover damage to the roof as a result of the passage of a natural disaster. Please contact your home insurance company for information on coverage for damage caused by winds and storms. If the company in charge of roof repairs requires that the system be temporarily removed for roof repairs, please contact us to obtain a quote for disassembly and reinstallation of the system, for your insurance company.

 

When can you send someone to fix my system?

Our technical team will be evaluating the damages caused to the energy systems in order to repair them as soon as possible.

If it is safe for you to make a visual evaluation of your solar energy system, please send us information with photos about the state in which your system is located at customerservice@sunnova.com. If you prefer, you can call us at 866.SUNNOVA (866.786.6682).

 

What happens if the panels damage the property of a neighbor as a result of a natural disaster? Am I responsible for damages?

Sunnova is not responsible for damage to a neighbor's house as a result of a natural disaster.

 

I reported a leak in the roof earlier and they have not yet repaired it. Will they cover the damage caused by the water to my house due to the rain?

Please keep records of any damage, including photos and receipts. If you have damages as a result of the storm from a roof leakage reported above, we will continue to process your claim to determine if this leak is related to the installation of the solar power system. If we determine that it is related to the installation of the system, we will work with you to resolve the claim. Please send your documents to customerservice@sunnova.com with your case number.