Sales Member Guide: 3G Sunset/4G Upgrades – Palmetto

A	What's Happening	This year, 3G cell plans are being prematurely discontinued by the cellular provider, T-Mobile (additional information here). This wind-down of 3G is happening across multiple industries, affecting solar customers nationwide. Once this occurs, customers will lose access to system reporting/monitoring.
B	Who is Impacted	This largely impacts only those customers sold prior to 2020.
C	The Plan of Action	Palmetto will be coordinating directly with impacted customers over the Spring months to schedule a free 4G device upgrade. Homeowners can learn more about the 4G upgrades and FAQ by visiting plm.to/4G
D	Key Note	Solar systems will continue to produce power, even if monitoring access is cut off. However, we're working with homeowners to ensure they do not lose communication.

QA	Does my sales organization need to take action?	No, Palmetto will coordinate 4G device replacements directly with homeowners. However, members can feel free to direct customers to more information via plm.to/4G
QB	When are the upgrades happening?	Palmetto has already begun coordinating replacement devices with the manufacturer. We expect upgrade service visits to happen largely over the course of the Spring months. However, timelines may vary based on supply and technician availability.
QC	Is this happening everywhere?	Yes, this premature 3G wind-down is affecting virtually all installers in the solar industry, as well as all other industries that leverage any 3G technology. Palmetto customers affected were primarily installed before 2020.
QD	I've heard other installers are charging customers?	Palmetto is aware that many other installers may be passing costs along to homeowners for this upgrade. We believe that our customers come first, and that they should not have to bear any cost of this upgrade.

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