Smart gas meter not recording usage

Jonathan4517

I had a smart gas meter fitted last September.  In December I noticed the IHD wasn't showing any gas usage (The electricity reading is fine).  After checking the IHD I read the display on the gas meter every day for 7 days.  It did not change and hasn't since.  I have contacted the company, Bulb, and after a lot of correspondence they said they couldn't do anything about it as the supply wasn't interrupted.  I have tried, without success, to explain that if the meter isn't working how do they work out my bills.  I have had a monthly statement showing that from the 19th December to 19th January I have used 1(One!) unit of gas.
I have written to the company, they haven't replied.  I don't want this to go on for ever as it will only complicate things if I want to move or switch providers.  Does anyone have any ideas how I can force Bulb to repair or change the meter?  I have looked on the ombusdman website but I can't see a category that covers my complaint.

niktheguru

Send bulb a written letter (email or post) titled COMPLAINT.
Explain the situation that since september your meter hasn't been working. explain the dates you have contacted bulb and still not had a resolution. Explain that you have got no where with them so far.  Say that if this isn't resolved urgently you will go to the ombudsman.
Explain you do not want estimated gas usage as this is wildly inaccurate, but suggest that from the time the meter was fitted to the time you brought this matter to bulb you would be willing to be charged an average of the last 12 months of your previous usage.
See what they say.

[Deleted User]

Jonathan4517 said:

I had a smart gas meter fitted last September.  In December I noticed the IHD wasn't showing any gas usage (The electricity reading is fine).  After checking the IHD I read the display on the gas meter every day for 7 days.  It did not change and hasn't since.  I have contacted the company, Bulb, and after a lot of correspondence they said they couldn't do anything about it as the supply wasn't interrupted.  I have tried, without success, to explain that if the meter isn't working how do they work out my bills.  I have had a monthly statement showing that from the 19th December to 19th January I have used 1(One!) unit of gas.
I have written to the company, they haven't replied.  I don't want this to go on for ever as it will only complicate things if I want to move or switch providers.  Does anyone have any ideas how I can force Bulb to repair or change the meter?  I have looked on the ombusdman website but I can't see a category that covers my complaint.

What make of gas meter? 

niktheguru

is there a keypad on the gas meter?

Ectophile

You could remind them in the complaint letter that they have a legal duty under the Gas Act to maintain the meter in good working order.

[Deleted User]

I think that I know the make and model of the gas meter he is having problems with. Based on my experience in 2019 and again in 2020, the issue is related to a late Autumn firmware update which was solved by a late Winter firmware update. The odd thing is that it happened again, a year later. My supplier only billed me on the meter readings that they were seeing. My gas meter has since been changed for other reasons.