Smart Gas Meter reading stopped incrementing

shefmarkh

Hello,
In November I noticed that gas meter readings were no longer incrementing. The remote reading seems to work in that the supplier (Bulb) receives a reading, but it is always the same. On further inspection of the actual meter (not the IHD) indeed it is the case the reading stopped incrementing, despite the central heating being on all day every day.
Bulb says they cannot do anything because Ofgem forbids the replacement of smart meters (which they say is the only solution), but that they are trying to get this policy changed. They don't seem to have any idea of when this will happen. I wondered if someone else knows about this Ofgem policy and when it will be changed? I searched on google but could not find any articles about this policy.

Thanks,

Mark

MWT

shefmarkh said:

Bulb says they cannot do anything because Ofgem forbids the replacement of smart meters (which they say is the only solution), but that they are trying to get this policy changed. They don't seem to have any idea of when this will happen.

Complete rubbish.

You have a faulty meter and it is their obligation as your supplier to arrange for it to be fixed or replaced.

If your meter was not faulty and you were asking to have it replaced with a SMETS2 meter then they would have a point as they are supposed to wait until they can get older SMETS1 meters adopted into the DCC, and not just replace them.... .. .but this is entirely different and certainly not prohibited by Ofgem...

Send in a written complaint and get the clock started on that if you can't get them to see sense...

shefmarkh

MWT said:

shefmarkh said:

Bulb says they cannot do anything because Ofgem forbids the replacement of smart meters (which they say is the only solution), but that they are trying to get this policy changed. They don't seem to have any idea of when this will happen.

Complete rubbish.

You have a faulty meter and it is their obligation as your supplier to arrange for it to be fixed or replaced.

If your meter was not faulty and you were asking to have it replaced with a SMETS2 meter then they would have a point as they are supposed to wait until they can get older SMETS1 meters adopted into the DCC, and not just replace them.... .. .but this is entirely different and certainly not prohibited by Ofgem...

Send in a written complaint and get the clock started on that if you can't get them to see sense...

Thanks. Is there a link you can give me to the regulations about this that I could then quote at them? As it is they will just say the same thing again presumably, so I would need some kind of proof that they are wrong to get them to budge.

MWT

You can start here if you want...

https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/consumer-guide-understanding-energy-meters-ofgem

... but I suspect that if you can get past the somewhat clueless front line support staff you should be able to reach someone who understands that there is a difference between a faulty meter that has stopped working, and a request to replace a working meter...

Gerry1

Most people would be quite happy to get free gas until Bulb fixed the problem !

[Deleted User]

What make of gas meter do you have? My SMETS2 gas meter stopped increasing last month and was replaced by Octopus before Christmas. 

shefmarkh

Gerry1 said:

Most people would be quite happy to get free gas until Bulb fixed the problem !

It's not free. I will have to pay a backdated bill once the issue is resolved. So I would like it resolved quickly to avoid getting a huge bill at some point!

Zellah

shefmarkh said:

Gerry1 said:

Most people would be quite happy to get free gas until Bulb fixed the problem !

It's not free. I will have to pay a backdated bill once the issue is resolved. So I would like it resolved quickly to avoid getting a huge bill at some point!

But how can they back bill you for gas when your existing meter isn't measuring your usage? 

[Deleted User]

Zellah said:

shefmarkh said:

Gerry1 said:

Most people would be quite happy to get free gas until Bulb fixed the problem !

It's not free. I will have to pay a backdated bill once the issue is resolved. So I would like it resolved quickly to avoid getting a huge bill at some point!

But how can they back bill you for gas when your existing meter isn't measuring your usage? 

They will base estimates on the historical usage data that they hold for your property. Alternatively, they will fit a new meter and estimate based on what you use going forward. Neither system is perfect.

jbuchanangb

I suggest keeping a note of the date and reading of the last time it was known to be OK, and when eventually resolved, offering to pay them an amount based on the average daily usage at the same time last year.

Phones4Chris

jbuchanangb said:

I suggest keeping a note of the date and reading of the last time it was known to be OK, and when eventually resolved, offering to pay them an amount based on the average daily usage at the same time last year.

I wouldn't offer to pay them anything until the faulty meter is replaced and see what they try billing you for. An estimated bill, if that's what they end up doing, might actual be in the users favour. Don't run before you can walk!