Avro Smart Meter Rollout

rjmachin

Has any Avro Energy customers had their meter changed to a smart meter in the last since the second lockdown?

I currently have mine scheduled for next Friday (20th) and was just wondering if they are likely to reschedule or proceed?

AnotherGrumpy1

had recently had both of mine done like a couple of weeks ago, however, I just discovered Avro haven’t yet got a system that can read the new meters do have to submit them with manual readings instead.  Tips are make sure to take readings of the new meters before they are removed and taken readings of the new meters in case they aren’t starting from zero.  Avro expect to have a system for reading the meters electronically in a couple of months.  I have expressed my concern they have promoted the installation of new smart meters before they have a system in place to read them and they have issued no guidance about taking readings before the old meters are removed. In short Good Luck with getting yours fitted.   I a positive note the contractor I had was a really nice informative guy who took great care. 

Gerry1

It's not Avro's fault: they've been hammered by Ofgem to force smart meters on to their customers.

[Deleted User]

Make a complaint to consumeraffairs@ofgem.gov.uk. All suppliers have a Licence Condition that requires them to be accredited DCC Users. To access SMETS2 smart meter data, the supplier has to use what is known as an ‘adaptor’. Large suppliers have developed their own adaptor but many smaller suppliers use a third-party for all DCC services (for example, Octopus uses TMA). Meter readings apart, the bigger question for me is how will Avro deal with smart meter problems? For example, rebooting an IHD; dealing with a meter than is not communicating with the DCC or one that was working normally (and still appears to be) but has stopped recording usage?

JohnB47

" Avro expect to have a system for reading the meters electronically in a couple of months."
This is pathetic. And there was me thinking that the only thing I needed to watch out for is making sure to have a SMETS2 fitted rather than SMETS1.
I'm glad I refused a recent request, from Avros chosen fitter, to make an appointment to have one fitted.
Info via this forum suggests that it is more difficult to take a reading directly from a Smart Meter. I'm not sure if the In House Display shows an accurate reading on a 'dumb' Smart Meter, which might make it easier to read.

rjmachin

[Deleted User] said:

Make a complaint to consumeraffairs@ofgem.gov.uk. All suppliers have a Licence Condition that requires them to be accredited DCC Users. To access SMETS2 smart meter data, the supplier has to use what is known as an ‘adaptor’. Large suppliers have developed their own adaptor but many smaller suppliers use a third-party for all DCC services (for example, Octopus uses TMA). Meter readings apart, the bigger question for me is how will Avro deal with smart meter problems? For example, rebooting an IHD; dealing with a meter than is not communicating with the DCC or one that was working normally (and still appears to be) but has stopped recording usage?

I have had a good experience with Avro dealing with smart meter problems.  My gas smart meter was not showing on the IHD because the installer could not get it to connect, so he said to contact Avro if it was still not working in 48 hours.

I left it a week, and then sent Avro an email on Friday evening and then Monday morning they emailed back to say their technical were looking at it.  Shortly afterwards it was all working.

farazfastian

Hi all, I've got SMETS 2 meter and just started my switch to Avro but Avro said to me they won't be able to read readings from my smets 2 meters as they're working on technical upgrade which will be ready in few months. I won't wait for few months rather switch to someone else who can read from smets2. 
Could someone confirm if Avro is able to read successfully from Smets2 meters?
p.s. ironically avro website says they can read from smets 2
Thanks

RufB

In response to an email from Avro, I took up their offer to have smart meters fitted. That was on 9th February and done by Lowri Beck. I wish that I'd seen comments on Trustpilot about others' experiences before agreeing to this. Initially only the electricity usage appeared on  the IHD. I was told that gas would appear within an hour or 24 hours at most. That didn't happen. I contacted Avro via email and was told they would instigate remote work to tackle the problem. To cut a long story short (several more emails),  that didn't work and I was left with an IHD that displayed nothing but “Not Commissioned”
I then said that I would like a response as I felt that I was being ignored and would look to change suppliers if they did not respond.
I received a response saying Avro "are investigating this issue in collaboration with our regulator to ensure it is resolved as soon as possible for you, and will update you on any outcomes and developments as we get them". In the meantime I am supplying meter readings monthly which seems ridiculous
I am well aware of the issue that Avro had over smart meter installation (or rather lack of) with the regulator  last year. However I do not understand what the reference to the regulator in their reply is about in terms of an IHD not working.
Has anyone else had this response?
If I change suppliers, will the new supplier sort out the non-working IHD?
Thanks in advance

[Deleted User]

RufB said:

In response to an email from Avro, I took up their offer to have smart meters fitted. That was on 9th February and done by Lowri Beck. I wish that I'd seen comments on Trustpilot about others' experiences before agreeing to this. Initially only the electricity usage appeared on  the IHD. I was told that gas would appear within an hour or 24 hours at most. That didn't happen. I contacted Avro via email and was told they would instigate remote work to tackle the problem. To cut a long story short (several more emails),  that didn't work and I was left with an IHD that displayed nothing but “Not Commissioned”
I then said that I would like a response as I felt that I was being ignored and would look to change suppliers if they did not respond.
I received a response saying Avro "are investigating this issue in collaboration with our regulator to ensure it is resolved as soon as possible for you, and will update you on any outcomes and developments as we get them". In the meantime I am supplying meter readings monthly which seems ridiculous
I am well aware of the issue that Avro had over smart meter installation (or rather lack of) with the regulator  last year. However I do not understand what the reference to the regulator in their reply is about in terms of an IHD not working.
Has anyone else had this response?
If I change suppliers, will the new supplier sort out the non-working IHD?
Thanks in advance

Avro is not alone in being let down by its chosen smart meter installer. Commissioning the gas meter is the final part of the installation process, and installers cannot be bothered to wait for up to 59 minutes to make sure that the process is completed properly. They move on to the next job. This happened to me in December and Octopus was able to reset the process at their end. They then talked me through the 2 button commissioning process. 

The IHD problem may be nothing more than the distance between the meter and the display. 

Having to provide meter readings is possibly due to the fact that Avro’s billing system has yet to be set up to receive smart meter data. This is a complex process involving multi-layered security protocols and the use of a sophisticated and secure piece of software known as an Adaptor.  Some suppliers use their own DCC-approved Adaptor and some use an intermediary such as TMA/CGI. To get data from your smart meters, the designated supplier has to enable each meter with its own security certificate. The security certificate is what tells the meter that it is getting a legitimate request or instruction from the supplier and no other party.

If you want to see if your meters are ready to send out data, you can sign up to N3rgy.com or Bright App. Both organisations are accredited DCC Users and they have their own Adaptors.

https://octopus.energy/blog/solving-smart-meter-issues-octopus-energy/

brewerdave

RufB said:

If I change suppliers, will the new supplier sort out the non-working IHD?

EXTREMELY unlikely !! 

RufB

@[Deleted User] Thanks for your reply. It appears that Octopus are the antithesis of Avro in terms of dealing with IHD issues. I tried both N3rgy.com & Bright App as you suggested. The Bright App worked within an hour and I can see both gas and electricity usage, although obviously no tariff attached
Having done a comparison on MSE Energy Club this morning, I can see that Avro are still cheapest for me so I will have to put up with this situation for a while longer (however I have updated my Trustpilot review of Avro)