Final update (I hope): Tesla came out Thursday to replace Gateway circuit board. After several hours, they could not get the new board to connect to the Nero(?) meter, even though they are supposed to be mated at the factory. The tech tried to pair them manually, with no luck. Luckily, they had a new meter in the warehouse, and one of the techs came out on Saturday to swap them.
However, same deal. He could not get them paired. He left with a vague "high level tech support" looking for a solution. It didn't take long. Late that same Saturday he called me and asked me to turn on the PW switches. I did that, and suddenly I had power flow showing through the app. Somehow, they were able to fix the pairing issue remotely.
So, it's finally working again. Since it's a basically a new Gateway, I have to wait a few days for all the options to populate back to the settings menu. I finally go the option that allows time based control, but still waiting for Storm Watch, Virtual Power Plant etc.
Although it took too long to get techs to come out, once here the support has been outstanding. The onsite techs were professional, courteous and helpful, and seemed highly competent in their work. This has been my experience with TEG since the start, and really Tesla as a whole. It can be hard and frustrating sometimes to get appointments scheduled. But once done and you interface with Tesla's "boots on the ground" you discover they have good folks working for them who really care about getting your system (or cars) fixed.
However, same deal. He could not get them paired. He left with a vague "high level tech support" looking for a solution. It didn't take long. Late that same Saturday he called me and asked me to turn on the PW switches. I did that, and suddenly I had power flow showing through the app. Somehow, they were able to fix the pairing issue remotely.
So, it's finally working again. Since it's a basically a new Gateway, I have to wait a few days for all the options to populate back to the settings menu. I finally go the option that allows time based control, but still waiting for Storm Watch, Virtual Power Plant etc.
Although it took too long to get techs to come out, once here the support has been outstanding. The onsite techs were professional, courteous and helpful, and seemed highly competent in their work. This has been my experience with TEG since the start, and really Tesla as a whole. It can be hard and frustrating sometimes to get appointments scheduled. But once done and you interface with Tesla's "boots on the ground" you discover they have good folks working for them who really care about getting your system (or cars) fixed.
