New home smart meter woes

coffeehound

I currently have no heating and no hot water. Moved in two weeks ago and found out through Northern Powergrid that the last supplier was British Gas for both gas and electric meters.

Duly set up an account with BG for payment by DD. Got the gas meter uncapped and all hunkydory. Yesterday afternoon the boiler stopped because the meter had terminated the supply.

After a great deal of to and fro it transpired that the meters were originally installed by Economy Energy, who in turn said that the meters will work with any supplier.

BG’s customer support in India advised that they could change the meters again — in January. But they said contact the gas infrastructure company who would instate a temporary supply until then. Infrastructure company said “no”.

Went to economy energy to see if they could let me have a switch. They said yes — in about three weeks’ time.

BG’s emergency number goes to India where the call centre seems to be in chaos and they dont seem to have access to emergency callouts.

The meters appear to still be in PAYG mode, and the short usage has been from residual credit. So what I appear to need is to change the mode from PAYG to normal metered delivery. Is this possible for the homeowner or will it need a BG engineer? Or do the meters need throwing into landfill to be replaced by another set of one-trick ponies?

Anyway i appear to have a couple of days electricity usage remaining before that too shuts off.

Worth it for the Smart functions, tho . .

Any suggestions gratefully received.

MeterMan

As you as set up as a BG customer, then BG have full responsibilities over your meters.

Call this number 0333 202 9862. Tell them you are off supply and that you have a vulnerability and they will send an engineer out, if the PAYGE team can't rectify the issue remotely. If the meters are not BG fitted meters then the engineer will replace both of your meters for dumb prepay meters, but you will have electric and gas. You will also have the ability to top the electric but will need to wait for a gas card to be delivered.

coffeehound

Many thanks, will give that number a ring in the morning

MeterMan

Call them tonight, its not your fault that you can't top up.

[Deleted User]

If Economy Energy originally installed these meters then they probably would be Secure Liberty 100 smart meters.. All the smaller suppliers appear to be using these products. They are compatible with all other suppliers only if they were switched to credit meter mode whenever anyone switches from them.
It looks like EE have nt done that if PAYG is displayed on the index.
They will have to be skipped because BG cannot switch them to credit meter mode.
BG can t use them to top up either manually or automatically. Their systems are not set up for Secure meters.
If your meters are not Secure Liberty meters,, then disregard my comments.
I think you may have to wait till Monday to get someone out to exchange both meters.Not sure if emergency meter fitters work weekends, but I doubt it.

coffeehound

Thanks Houbara you’re right, both are secure liberty, the electric is a 100 and the gas is a EG4v11.

I’ll hang on til tomorrow as i wouldnt want people out overnight. Can face one more cold shower and wait for monday. Many thanks folks

MeterMan

we're on call for a reason, I admire you're restraint but sometimes call out is the only way to make a decent living.

coffeehound

BG sent someone out within an hour to change meters and that was done within two hours. It's ridiculous that meters need changing every time someone switches, but BG’s rapid response is very impressive (once you know the number to call!). Cheers and thanks for the help.

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