Avro Smart Meter Rollout

[Deleted User]

RufB said:

@[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)

If BrightApp is working but without the tariff, then this means that Avro has yet to send out tariff information to your meters. Have a look at Octopus Agile or Go. 

milgo

Maybe of interest to others...I am an Avro customer. I have smets 1 meters installed in 2016 by Scottish Power.  The Bright app is able to display my current and historic gas and electric usage whilst the n3rgy.com website is not.

[Deleted User]

milgo said:

Maybe of interest to others...I am an Avro customer. I have smets 1 meters installed in 2016 by Scottish Power.  The Bright app is able to display my current and historic gas and electric usage whilst the n3rgy.com website is not.

Not really relevant. If your data is not showing on the N3rgy.com website then this means that your meters have not been enrolled with and adopted by The DCC. Bright App can read both SMETS1 and SMETS2 data.

milgo

[Deleted User] said:

milgo said:

Maybe of interest to others...I am an Avro customer. I have smets 1 meters installed in 2016 by Scottish Power.  The Bright app is able to display my current and historic gas and electric usage whilst the n3rgy.com website is not.

Not really relevant. If your data is not showing on the N3rgy.com website then this means that your meters have not been enrolled with and adopted by The DCC. Bright App can read both SMETS1 and SMETS2 data.

Sorry, didn't realise that.  was not trying to mislead anyone just thought that it could be useful info for anyone wanting a graphical display of their energy consumption.

jimroy

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

This is what happened to my mother at the beginning of January. We're still waiting for an appointment with Lowri Beck to come and replace the still 'Not Commissioned' IHD still plugged in next to the electric meter. (As apparently it has to be within one metre of it).
I have also read reports that if you change supplier they won't replace it. I saw someone on Twitter who had moved to Avro from BG and theirs doesn't work any more and Avro are refusing to replace it.

In the meantime, we're raising the issue with the ombudsman now because it's been over eight weeks since we first raised this as a complaint. And oh how they didn't want to acknowledge our complaint about it. That was very difficult in itself.

[Deleted User]

jimroy said:

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

This is what happened to my mother at the beginning of January. We're still waiting for an appointment with Lowri Beck to come and replace the still 'Not Commissioned' IHD still plugged in next to the electric meter. (As apparently it has to be within one metre of it).
I have also read reports that if you change supplier they won't replace it. I saw someone on Twitter who had moved to Avro from BG and theirs doesn't work any more and Avro are refusing to replace it.

In the meantime, we're raising the issue with the ombudsman now because it's been over eight weeks since we first raised this as a complaint. And oh how they didn't want to acknowledge our complaint about it. That was very difficult in itself.

The Government instructed The DCC to come up with a system of adopting and enrolling SMETS1 meters. To date, over 3M SMETS1 meters have been updated and adopted by The DCC meaning that they should work with all suppliers. Suppliers are only obliged to replace legacy meters if they cannot be adopted. 

IHDs come under the 12 month rule. A supplier can charge for a replacement: that said, many do not. That said, each £15 IHD replacement just adds to the £12Bn cost of the smart meter programme which we are all paying for in the form of higher bills.

jimroy

[Deleted User] said:

jimroy said:

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

This is what happened to my mother at the beginning of January. We're still waiting for an appointment with Lowri Beck to come and replace the still 'Not Commissioned' IHD still plugged in next to the electric meter. (As apparently it has to be within one metre of it).
I have also read reports that if you change supplier they won't replace it. I saw someone on Twitter who had moved to Avro from BG and theirs doesn't work any more and Avro are refusing to replace it.

In the meantime, we're raising the issue with the ombudsman now because it's been over eight weeks since we first raised this as a complaint. And oh how they didn't want to acknowledge our complaint about it. That was very difficult in itself.

The Government instructed The DCC to come up with a system of adopting and enrolling SMETS1 meters. To date, over 3M SMETS1 meters have been updated and adopted by The DCC meaning that they should work with all suppliers. Suppliers are only obliged to replace legacy meters if they cannot be adopted. 

IHDs come under the 12 month rule. A supplier can charge for a replacement: that said, many do not. That said, each £15 IHD replacement just adds to the £12Bn cost of the smart meter programme which we are all paying for in the form of higher bills.

Thanks for that info. I should have mentioned/made it clear that my mother had SMETS2 meters and an IHD installed by Lowri Beck on behalf of Avro three months ago.

rjmachin

jimroy said:

This is what happened to my mother at the beginning of January. We're still waiting for an appointment with Lowri Beck to come and replace the still 'Not Commissioned' IHD still plugged in next to the electric meter. (As apparently it has to be within one metre of it).
I have also read reports that if you change supplier they won't replace it. I saw someone on Twitter who had moved to Avro from BG and theirs doesn't work any more and Avro are refusing to replace it.

In the meantime, we're raising the issue with the ombudsman now because it's been over eight weeks since we first raised this as a complaint. And oh how they didn't want to acknowledge our complaint about it. That was very difficult in itself.

I had issues at first with the gas smart meter not working with Avro, but I emailed them after a week (to give it time) and they remotely resolved the issue.

I received this email back from them:

Good Morning,

Thank you for your email regarding your Smart meter and the issues you have seen on your in-home display. Our technical team are now looking into this. They will be sending messages to your device remotely to try and fix the issues you have been experiencing. This may take up to 5 days to update at your end. If by the 5th day you are still experiencing issues, please can I ask for a photo of any screens you can see to help support our technical team further in ensuring we help with your issue.

Thank you again for your time and support and we will continue to assist you with this.

Kind Regards

I have since switched to Octopus and the meters are still working okay, but I found the response from Avro to be very satisfactory.

[Deleted User]

jimroy said:

[Deleted User] said:

jimroy said:

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

This is what happened to my mother at the beginning of January. We're still waiting for an appointment with Lowri Beck to come and replace the still 'Not Commissioned' IHD still plugged in next to the electric meter. (As apparently it has to be within one metre of it).
I have also read reports that if you change supplier they won't replace it. I saw someone on Twitter who had moved to Avro from BG and theirs doesn't work any more and Avro are refusing to replace it.

In the meantime, we're raising the issue with the ombudsman now because it's been over eight weeks since we first raised this as a complaint. And oh how they didn't want to acknowledge our complaint about it. That was very difficult in itself.

The Government instructed The DCC to come up with a system of adopting and enrolling SMETS1 meters. To date, over 3M SMETS1 meters have been updated and adopted by The DCC meaning that they should work with all suppliers. Suppliers are only obliged to replace legacy meters if they cannot be adopted. 

IHDs come under the 12 month rule. A supplier can charge for a replacement: that said, many do not. That said, each £15 IHD replacement just adds to the £12Bn cost of the smart meter programme which we are all paying for in the form of higher bills.

Thanks for that info. I should have mentioned/made it clear that my mother had SMETS2 meters and an IHD installed by Lowri Beck on behalf of Avro three months ago.

The IHD can be paired to the comms hub HAN remotely by the supplier. I am not sure why an installer visit is needed.

jimroy

[Deleted User] said:

jimroy said:

[Deleted User] said:

jimroy said:

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

This is what happened to my mother at the beginning of January. We're still waiting for an appointment with Lowri Beck to come and replace the still 'Not Commissioned' IHD still plugged in next to the electric meter. (As apparently it has to be within one metre of it).
I have also read reports that if you change supplier they won't replace it. I saw someone on Twitter who had moved to Avro from BG and theirs doesn't work any more and Avro are refusing to replace it.

In the meantime, we're raising the issue with the ombudsman now because it's been over eight weeks since we first raised this as a complaint. And oh how they didn't want to acknowledge our complaint about it. That was very difficult in itself.

The Government instructed The DCC to come up with a system of adopting and enrolling SMETS1 meters. To date, over 3M SMETS1 meters have been updated and adopted by The DCC meaning that they should work with all suppliers. Suppliers are only obliged to replace legacy meters if they cannot be adopted. 

IHDs come under the 12 month rule. A supplier can charge for a replacement: that said, many do not. That said, each £15 IHD replacement just adds to the £12Bn cost of the smart meter programme which we are all paying for in the form of higher bills.

Thanks for that info. I should have mentioned/made it clear that my mother had SMETS2 meters and an IHD installed by Lowri Beck on behalf of Avro three months ago.

The IHD can be paired to the comms hub HAN remotely by the supplier. I am not sure why an installer visit is needed.

Well there you go!