Compatibility issues between solar and old prepaid meters - Solved

On 20 March 2023, I reported an ongoing issue to GoSolr: the Tshwane municipal feed to my system has been intermittent (excluding load shedding) since installation. After logging a call with the Tshwane Electricity Department, they tested the prepaid control box and found it to be fully functional. However, they noted that their units were not designed for solar setups.

In May 2025, I reached out to the GoSolr help desk, where the representative assured me that the issue was not their responsibility. She mentioned there would be a fee if the problems were determined to be “on my side.” I agreed to cover costs if that was the case. However, since the issue only arose after installing the GoSolr system, I am not convinced it is simply “on my side.” Nonetheless, I expected GoSolr to take ownership of any problems related to their installations, regardless of where the fault was ultimately found.

In May 2025, Sam from GoSolr contacted me and stated she would assist in addressing the issue. She mentioned that GoSolr would coordinate with the municipality if necessary and would remain involved until the matter was resolved. A few days later, a technician from GoSolr called and advised me to log a new request with the Tshwane Electricity Department, indicating that GoSolr would then communicate with the municipality. On the same day, I received a call from the technical team at Tshwane Electricity, notifying me that they were en route to my property to replace the prepaid control box. Upon arrival, they explained that the new control box, which was reportedly unavailable in 2023, is compatible with solar installations. Once the meter was installed, the issue of intermittent power supply from the grid was resolved and has not recurred since.

I would like to extend my appreciation to Sam from GoSolr and the technical team for their prompt and effective resolution of this issue. Although there was some initial dissatisfaction, GoSolr addressed the matter, and I am now satisfied with their products. Additionally, I commend the Tshwane Electricity Department for its prompt response.