British Gas smart meter not sending readings?

Asghar

Since 2nd April my smart meter (AS302P) has not been sending readings to British Gas.

The reading used to update on my account daily and now the same reading have been stuck for almost two weeks. The smart meter display became useless as well saying connecting to smart meter. I should be due a bill anyday, I pay quartely DD.

Cannot even enter the readings manually online anymore and only allowed to contact BG if it is an emergency.

All the lights on the meter seem okay, flashing green every five seconds apart from the mesh light. Guess I'll just have to wait it out.

sassy_one

Have you recently changed supplier?
Only thing I can think of is your smart meter is not supported.
Heard some who swapped supplier then afterwards the smart meter lost its function.

Don't worry if that's not the case, you can give them a manual reading down the line from the meter.

matelodave

I suggest you take regular meter readings just to be sure that you've got your own record of what is happening

Asghar

sassy-one said:

Have you recently changed supplier?
Only thing I can think of is your smart meter is not supported.
Heard some who swapped supplier then afterwards the smart meter lost its function.

Don't worry if that's not the case, you can give them a manual reading down the line from the meter.

Thanks for the reply.

I've been with BG for the last two years and they installed the smart meter last year when I switched to one of their tarrifs that was cheaper and a smart meter was compulsary. Changed tariffs a few times with BG since then as well and the meter has been fine. Last switch started on 18 March this year and the meter seems to have stopped sending them readings since the beginning of April.

The smart meter display still stays connecting to smart meter.

Can't seem to find a way to give them a reading over the phone, used to be able to do it online but with a smart meter the option is no longer available.

matelodave said:

I suggest you take regular meter readings just to be sure that you've got your own record of what is happening

Yes, I always take my own reading often in between bills and even use a excel spreadsheet to workout the current usage and cost.

anniecave

I have the identical issue, but I'm with Ovo Energy, not with BG. My in home display stopped working on 1st April exactly the same as yours.  I don't have your meter, I have an Aclara SGM1412-B. I also have a gas meter (do you?) and on my gas meter it's showing alerts every time a meter reading is sent with an error message. I think it may actually an issue with the communications hub (possibly a software update issue) - based on what I can find on the Ovo energy customer forums.  I've also raised mine as query with Ovo - and like you - I've had a reply saying they are prioritising other issues due to Coronavirus.

anniecave

A variety of people with Eon seem to have the same issue:

https://forums.moneysavingexpert.com/discussion/6102771/eon-smart-meters-ihd-constantly-restarting-with-lost-connection/p2

matelodave

 perhaps we are seeing the possible flaw in all the companies using the DCC at the moment if, as it seems, there are problems being reported by customers of several different suppliers. Perhaps we could do with a thread just on this subject rather than diluting it around all the different suppliers.

Talldave

matelodave said:

 perhaps we are seeing the possible flaw in all the companies using the DCC at the moment if, as it seems, there are problems being reported by customers of several different suppliers. Perhaps we could do with a thread just on this subject rather than diluting it around all the different suppliers.

It stands to reason.  If you put all your eggs in one basket, when the basket breaks,  everything stops.

onthemend

Hi
I've had a issues with my 2nd generation meter since Christmas. I have gas and electric with British Gas, my issue is the gas meter is on one side of the house, and the elctric meter is on the other, approximately 6m apart. The meter when installed originally worked for about 2 months, but since Christmas, the gas meter stopped sending readings to the smart meter. Then the whole meter stopped sending any readings to British Gas. So i've had to submit mothly meter readings using the on-line chat as there is no other way to do so.
British Gas have sent Engineers out on 4 occasions with bits of parts to try and fix, but it hasn't worked. Everytime the Engineer say's they need to completely replace the whole meter system but British Gas just don't seem to understand and it is so frustrating. I've just had a 5th Engineer today and still no joy.I'm now calling 0333 202 9821 as the only point of contact FYI

Taylorette

onthemend said:

Hi
I've had a issues with my 2nd generation meter since Christmas. I have gas and electric with British Gas, my issue is the gas meter is on one side of the house, and the elctric meter is on the other, approximately 6m apart. The meter when installed originally worked for about 2 months, but since Christmas, the gas meter stopped sending readings to the smart meter. Then the whole meter stopped sending any readings to British Gas. So i've had to submit mothly meter readings using the on-line chat as there is no other way to do so.
British Gas have sent Engineers out on 4 occasions with bits of parts to try and fix, but it hasn't worked. Everytime the Engineer say's they need to completely replace the whole meter system but British Gas just don't seem to understand and it is so frustrating. I've just had a 5th Engineer today and still no joy.I'm now calling 0333 202 9821 as the only point of contact FYI

Have you had any joy with getting your meters fixed?

An elderly relative has had this exact issue since February. Interestingly, we didn't discover this until April when British Gas just didn't bother sending out a bill and it appears they never would have sent a bill if we hadn't contacted them. I'd have expected an estimated bill at least.

I was about to arrange an engineer visit to rectify the issue, but am not too confident based on the above response. Don't fancy multiple engineer visits to the house either, since the occupants are elderly and are doing as much as possible to reduce contact with people during the COVID situation. 

RelievedSheff

We had similar with our smart meters not sending readings last year. Apparently it was a glitch in their system. The meters were sending the readings but their system was not allocating the readings to our account. 

I reported the problem over their web chat and it was all sorted again with in half an hour. We have not had a problem since.