Avro Energy - How long for new smart gas meter to show in online account?

st3v31963

On the 3rd June I had new smart meters installed by Lowri Beck, my supplier is Avro Energy.    By the end of the next day, my online account correctly showed the new electricity meter serial number, but 2.5 weeks later, the gas meter details have still not been updated, and the old readings are still present.

The gas meter seems to be working correctly, the IHD shows both meters connected to the network, and I can see the current readings though neither meter serial numbers are available on the IHD - they are just shown as a series of dashes.

I have sent an email to Avro querying both issues, but it’s gone into the usual customer services black hole.   Before I raise a formal complaint to get some action, does anyone else have experience of how long it takes Avro update the gas meter serial number?

MidlandsGlory

They won't show on your account. Avro are installing smart meters to meet the government requirements, and can apparently access the readings but their system is incapable of importing and using these readings. You will still have to supply readings monthly yourself via the website..

If your IHD is working then at least you can get the readings from that instead of the physical meters.

The only advantage in letting Avro put in smart meters is the IHD and they are already done if you want to switch, some suppliers offer beneficial deals to people with smart meters and it didn't cost you anything.

st3v31963

I’m well aware that I will need to continue to provide manual readings until Avro get their act together on automatic readings, but I will only be able to do so for the electricity reading!

Avro’s online system does not currently have a record of the gas meter change, and still thinks the meter serial number is unchanged. Unsurprisingly, meter serial numbers cannot be amended by the customer.

Thus if I supply a numeric value for the gas reading that is lower than last month (the new meter started from 00000 m3) then depending on how much sanity checking there is, the reading will be rejected or the system will assume that the meter has “rolled over” and attempt to charge me for several tens of thousands of cubic metres of gas, neither of which is ideal.

I guess the correct course of action is to wait a few more days and then raise a complaint about inaccurate record keeping…

Anyone have any suggestions for a competent and responsive supplier? Avro used to be, but unfortunately, not any longer :-(

MidlandsGlory

When Lowri put my smart meters in they failed to correctly link the gas meter to the electricity meter which handles communications for both. (despite the guy trying for hours and swapping gas meters then swapping them back again).

Hence the gas meter was invisible. I contacted Lowri who sent a different guy who had more of a clue and got it all working so correct serials appeared on Avro site, IHD working, able to post readings OK etc. Its Lowri's responsibility to sort it.