Data issues with Octopus and smart meter

mickyduck55

I have been unable to see my electricity data on the Octopus web portal for months.. the last reading is 19 May.

After many emails today I have received this 

Is anyone else having these issues 

"As you have a Kaifa branded meter we're currently aware that there is an issue with connectivity on these meters and this has been fed back to the manufacturers of the meter who are due to release a firmware update in the next few weeks (looking like the end of September). I do apologise this is taking some time to resolve but unfortunately until we get the firmware update from them we can't connect to the meters to get the half hourly readings needed to bill you to your tariff.

There is a good chance that the half hourly data is salvageable but we are waiting to access this from the firmware update."

Solarchaser

Can see my data fine, but I don't have a kaifa

mickyduck55

I could see my data until 19 may .. that's why it seems like BS.. my meter was changed in November 2020.... so for 7 months all was fine....no hardware changes this end 

EricMears

Possibly they had a firmware update in May which managed to screw up a previously working system and are waiting till whenever for a further firmware update which may (or may not) work better.

QrizB

mickyduck55 said:

I could see my data until 19 may .. that's why it seems like BS.. my meter was changed in November 2020.... so for 7 months all was fine....no hardware changes this end 

I would hazard a guess that the meter received an OTA firmware update on or around the 19th of May which broke something important for Octopus. The manufacturer is now patching the firmware and going through QA/QC checks (hopefully better than the ones that should have stopped them breaking it in the first place).

mickyduck55

Both of the above comments are reasonable... BUT why do I seem to be the only person suffering from this?

QrizB

You're not, there are a couple of other threads that mention the same problem with Kaifa smart meters. Eg. this one:

https://forums.moneysavingexpert.com/discussion/comment/78386820/#Comment_78386820

mickyduck55

A reassuring email from Octopus this am they say the metre is still logging my times of use.. be handy of it is as Im on Octopus Go

In regards to this working at initial install this will be before Kaifa issued the new firmware update so the meter will be working upon set up. We were not made aware until recently that the meters were being updated and therefore that we have had our remote access to read the meters paused. I have been told by the smart team that the meters are logging the meter readings but we don't have access to this until after the firmware upgrade has gone ahead.

We should receive the half hourly readings once the update has completed on your meter meaning we will have a bit of a delay in billing you correctly but this should be possible. As soon as I hear more about the update and when to expect completion I will review your account and be in touch with you regarding billing you accurately and to date.

chronicfathead

I'm in the same boat. 

Currently have £600 built up in the account as they haven't taken payment for electricity for several months.

I'm being told they are aiming to bulk update the Kaifa meters the week commencing the 20th September. 

mickyduck55

They have continued to bill me... just given me £20 credit "for the inconvenience" of not having my data available.  Just said I wanted to lodge a formal complaint.

mickyduck55

Something has changed I have now got my electricity usage from yesterday displayed on my account page.. sadly that is all I have got so ALL my previous usage is not available... Fingers crossed that they can retrieve all my missing data and therefore bill me correctly at my "Go faster" rate