Who to Call for Help - A Guide for Homeowners

Who to Call for Help - A Guide for Homeowners

Audience: External (Public)

Purpose: To provide a clear, simple, and direct guide for homeowners on when to call 911 for immediate emergencies versus when to call MeterHome™ Support for technical assistance.

Your Safety is Our Top Priority

Your MeterHome™ system is designed to be safe and reliable. However, it is a powerful electrical system, and knowing who to call in different situations is critical for your safety. This guide will help you make the right call, every time.

When to Call 911 Immediately

There are two situations where your first and only action should be to call 911 or your local emergency services. Do not call MeterHome Support first.

1. If You See Fire or Smoke

If you see visible smoke or flames coming from any part of your MeterHome system (the inverter or the battery enclosure):

  1. Evacuate everyone from the house immediately.
  2. From a safe location outside, call 911.
  3. Do not go back inside for any reason.

2. In Case of Flooding

If any part of your MeterHome system has been submerged in or is in contact with water:

  1. Do NOT touch or go near the system. A flooded system presents a severe electric shock hazard.
  2. If you can safely get to your home's main circuit breaker panel without touching water, turn off the main breaker to your house. If you cannot, evacuate the area.
  3. Call your local fire department or 911 to report a hazardous electrical situation.

When to Call MeterHome Support

For all other issues with your system, your first call should be to MeterHome Support. Our team is trained to help you diagnose the problem and determine the next steps.

Call MeterHome Support if:

  • Your system shuts down unexpectedly (and there is no fire, smoke, or water).
  • You hear an unusual noise (like buzzing, humming, or popping) but see no smoke or flames. We will guide you through a safe emergency shutdown before troubleshooting.
  • You notice a strange chemical or burning odor but see no smoke or flames. We will guide you through a safe emergency shutdown.
  • Your system is "Offline" in the app and you cannot get it back online.
  • You have questions about your system's performance or your electricity bill.
  • You have any other non-emergency question about how your system works.

Our Support Number: 866-846-7416

The Simple Rule

Think of it like any other major appliance in your home:

  • If it's a life-threatening emergency like fire or flood, call 911 first.
  • For technical problems, performance questions, or error codes, call MeterHome Support.