Otovo Support very poor
We have had no connection between the Huawei Solar panel control box and the new Tele2 wifi router installed August 1. Otovo needs to provide a new User name and password that works since the one we have no longer works. They have not responded to a request for technical support except to say they are too busy. We contacted Huawei support technician, who told us Otovo needs to fix the access problem after he tried everything he could do. He said "Since you’ve changed your internet provider and now have a new router, it’s necessary to access the Inverter Management System to update the router settings.
During our attempt to access the device via online support, we found that the User Account password for the Inverter Management System is missing.
The default password for the inverter Wi-Fi is Changeme. After connecting, scan the inverter’s QR code and log in with the following credentials:
Username: User
Password: 0000000a
Since these passwords didn’t work, we recommend contacting your installer Otovo or company administrator for local assistance, as they may have changed the password to retain control of the device." We had a similiar problem in 2023, and back then Otovo had a telephone support number. Now they have no telephone support number! Last time, a few months of not fixing the problem, I had to threaten not to pay any more monthly leasing fees if they did not send someone to fix the problem, and that worked....a service technician came and fixed the problem a short time later. They say they are working on improving their support service, but it seems to be getting worse.
On Aug. 26, Otovo support in Stockholm sent an e-mail giving the exact same instructions that Huawei support had tried Aug. 1, and which did not work and which I told Otovo did not work! On Aug. 28, we got the same instructions from Otovo support in Oslo! They obviously have not ready any of the several e-mails I have sent describing the problem. The Stockholm support manager had tried to call me on +46 10 138 8135 and left a message, but when I tried to call back on that number, it immediately disconnects! There is no telephone anywhere to contact the company in any way in either Norway where their headquarters is, or in Sweden. The frustrating thing is that I think the solution is very simple: just create a new account like they did last time: Från: Huawei solar fusion support
Date: ons 7 juni 2023 14:19
Subject: Initialization of user name and password
Dear user,
User Otovo-SE of Otovo SE has created an account on FusionSolar for you User name: Tranbarsvagen11; password: HYr2jfBL
Please log in and change your password as follows:
1. Click Solar fusion link to log in to FusionSolar.
2. Click Link to download and log in to the Huawei FusionSolar app.
Note: If you do not log in to the system within seven days, your account will be locked.
This is what Huwawei told Otovo to do and after several months we finally had a connection again to our Huawei solar panel system. I wonder how long it will take Otovo this time? I see that they have answered my complaint earlier by promising to fix the problem fast, but they have not done so. One of the worst Support departments I have ever dealt with!
2025-09-19
Nu har jag äntligen fått hjälp från Otovo support!
Alma Vinje : Otovo Technical Manager. Hon var väldigt hjälpsamt och intresserad av att lösa problemen snabbt. Hon ordnad en service besök från Sunkraft och de fixade problemet. Hon har också tagit till sig mina förslag och lagt till en liten sektion på vår hemsida för just det här vanliga problemet:
Problem med uppkoppling efter ny router
Så här löser du det steg för steg
När man byter router behöver man ibland göra en reset för att systemet ska kunna koppla upp sig på nytt. Om du nyligen har bytt router och får problem med uppkopplingen till din växelriktare beror det ofta på att systemet “fastnar” vid connection. För att lösa detta, vänligen följ dessa steg:
Starta med att stänga av växelriktaren och slå på den igen.
Följ sedan wifi guiden för att ansluta till din växelriktare precis som vanligt.
Om det inte fungerar efter dessa steg, vänligen kontakta oss igen så hjälper vi dig vidare.
Jag Betygsätter min upplevelse med Alma som 5 *
1 August 2025
Unprompted review
