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    • bobbly
    • By bobbly 14th Jul 17, 8:27 PM
    • 35Posts
    • 17Thanks
    bobbly
    British Gas won't replace faulty smartmeter monitor
    • #1
    • 14th Jul 17, 8:27 PM
    British Gas won't replace faulty smartmeter monitor 14th Jul 17 at 8:27 PM
    Has anyone else had problems with British Gas refusing to replace faulty smartmeter monitors?

    Here's the rather lengthy background:

    I've had British Gas smartmeters for over two years now, but several months ago the monitor (a Landis+Gyr P450 EcoMeter) stopped working reliably.

    Every day or so, the amount of money I had supposedly spent on gas+electricity was unrealistically low, or the touchscreen would become unresponsive or laggy. When I unplug the device, wait a bit, and then plug it back in, it eventually shows the correct information, so to me it seems quite clear that there is something wrong with the monitor than with the signal strength from the meter, which is less than 4 metres away. Leaving it turned off is arguably better than having it display completely incorrect figures, but being able to see my realtime energy usage was the key benefit that made me ask for smartmeters to be installed in the first place.

    So today I finally decided to do something about it by contacting British Gas via live chat. They then told me to call 0800 980 6121 to get a replacement.

    When I called, they checked my meters were working fine (they were), and then tried to convince me that the problem is due to poor signal. I'm not convinced they actually knew what they were going on about, as they kept mentioning Vodafone and 3G, which obviously have nothing to do with the signal to the monitor, which uses ZigBee wireless communications. They also said the laggy screen was probably also due to poor signal, which also seems like utter nonsense.

    I was adamant that the monitor is faulty, and so he put me on hold for a bit to talk to their technical advisors. He came back to inform me that they can't replace my monitor because they would also have to change the units on the meters as well. I said that's fine, but he said that's something that they will not do. He said I would have to wait 2 years(!), when they will be installing newer meters in my area.

    I pointed out that having the monitor was the main reason I chose to have smart meters, and so having one that doesn't work is not very good, especially if they refuse to replace it.

    If they have no intention to fix it, then I shall not stay with them.

    Unfortunately, I'm in an 18 month energy contract with BG, so I asked him whether I would be able to leave it early penalty-free, in light of not being able to enjoy one of the headline benefits of their smart meters, but he said the penalty would always apply.

    I said this was not acceptable, so he begrudgingly opened a complaint for me. Someone is going to call me back in a week's time(!) about it, so I have no idea what to expect yet - except he did tell me that it's highly unlikely that they would replace my smart meter monitor. How optimistic!

    So, what are my rights, and what should I do about this? I'm quite frankly pretty annoyed at the moment!
Page 1
    • Hengus
    • By Hengus 14th Jul 17, 8:32 PM
    • 3,877 Posts
    • 2,169 Thanks
    Hengus
    • #2
    • 14th Jul 17, 8:32 PM
    • #2
    • 14th Jul 17, 8:32 PM
    The Govt has always said that suppliers do not having an ongoing obligation to replace IHDs. My understanding is that after 12 months you are on your own. Have a look on EBay.
    Last edited by Hengus; 14-07-2017 at 8:41 PM.
    • Robin9
    • By Robin9 14th Jul 17, 8:35 PM
    • 1,473 Posts
    • 957 Thanks
    Robin9
    • #3
    • 14th Jul 17, 8:35 PM
    • #3
    • 14th Jul 17, 8:35 PM
    There are more important things in life than rubbishy IHD's. You are probably in a small minority who find them useful. Mine lasted a week before they got put in a drawer.

    Dont waste your time.
    • House Martin
    • By House Martin 14th Jul 17, 9:18 PM
    • 210 Posts
    • 245 Thanks
    House Martin
    • #4
    • 14th Jul 17, 9:18 PM
    • #4
    • 14th Jul 17, 9:18 PM
    Its a freebie Gizmo, you have had it long enough to understand how to save money and learn which appliances which are burning money..Time to be on your own now. Do what everyone else does and dump it at the recycling centre/cupboard/dustbin..
    I don`t think an ebay one will work because it has to be electronically paired with the smart meter.
    I have seen BG smart meters installed where the fitters never even gave the customers the IHD from day one.
    • Terry98
    • By Terry98 15th Jul 17, 6:02 AM
    • 767 Posts
    • 711 Thanks
    Terry98
    • #5
    • 15th Jul 17, 6:02 AM
    • #5
    • 15th Jul 17, 6:02 AM
    I haven't looked at my IHD for a few months now because my current supplier OVO gives me more detailed information online. Don't BG do the same?

    In fact OVO have just come up with this https://www.ovoenergy.com/ovo-answers/topics/my-ovo/your-energy-breakdown.html and this thread has reminded me to disconnect the IHD because it's one of the things that is wasting money in standby!
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