Hi Fran - sorry to hear about the difficulties getting Sense up and running. I moved your comment to a new thread since it was discussing a technical issue.
There are some help resources for if your monitor goes offline that you can find here .
Regarding phone support, we’ve answered this question separately in a different thread. You can find that below.
There are a variety of reasons we don’t have a phone number available. I’ve shared those below.
As several Sense users can attest to, we do offer scheduled phone support for issues that cannot be fixed with our troubleshooting steps . It’s not very common, and there are a few reasons why we do not offer phone support as a default customer support contact option.
Most Support requests require logs and research that would be extremely time-consuming for customers/users to convey. We can access all of this information directly via the Support ticket, saving users a ton of time and allowing us to get back to users in a timely fashion.
Due to the size of our team, we would not be able to handle the volume of open phone support - keep in mind that a large percentage of incoming tickets are from people that haven’t bought Sense yet and are wondering if it’s compatible with their electrical panel. That’s all handled by our Support team.
We have also spent a lot of time building knowledge base resources for some of our most common support requests issues over at help.sense.com . Often (but not always), Support requests can be answered by an existing resource on help.sense.com or with the help of the Solvvy chatbot. A phone support line would not allow users the opportunity to answer their own questions, as Solvvy currently does.
Last (but not least) is privacy - we’re not able to confirm the person calling or able to verify their account.
With all of these factors at play, we’re able to actually be of more assistance with this structure.