Octopus email address for smart (SMETs2) problem

PennyForThem_2

I have a problem with a SM2 meter - Octopus only picks up readins intermittently it seems.  I have heard there is a dedicated email address - smart@octopus.?????

This is an ongoing problem and I would really like to sort it.

Thanks

[Deleted User]

What exactly is your problem? Your meter type and manufacturer would help you get some advice on these forums?

The email address that you are searching for is:

smart@octopus.energy

PennyForThem_2

My problem is that the Aclara SM2 electricity meter 4012-B is sending data intermittently.  So example from 30/8/2021 - 01/09/2021 Octopus shows 30 min data for me in both electricity and gas but from then on nothing.

I registered with n3rgy.com and was accepted as valid consumer but that only showed data same as Octopus. (Although as a new site I may be being an idiot in looking at it.)

So Octopus can read it - my switch from Co-op to Octopus at end of May 2021 resulted in 2 SM2 remotely read bills - one on 1st June then another 5 days later (not sure why)  -  Coop ended 31st May 2021.

The Co-op installed (Shell Energy recommended SM2s) and these were remotely read until Octopus took over management of the account in Autumn 2020.  Then 1 or 2 bills appeared where remotely read.  Switched to Octopus Fixed Tarrif in May 2021 and got 2 bills within days of one another - then nothing remotely read.  

Where I haven't had a remotely read bill I send manual readings.  TBH this is not much of a chore but a nuisance when I have SM2s fitted which have been and seem to be read by Octopus though by an off/on process.

I have saved to my account 30 minute readings - I did this on 3rd September - not sure what it was before.  I have looked on web (OVO - thank you)  about Aclara SM2 electricity meter - this allayed my fears over flashing red light
- lol.

My house - is 20's and as was the practice in Wales at that time the cement for brickwork is coal dust 'enhanced'.  So it does seem to make mobile signals difficult to get through.

What I find really difficult to comprehend is that some days it works fine (data for 29/8-1/92021 plus some bills showing only SM2 readings) and others it doesn't.

Why I am so concerned:  because at some point I will buy electric car and will want to take advantage of Octopus tarrifs to make this cheaper.

Do apologise for long post.

[Deleted User]

Meters are not in constant contact with the supplier. If data is showing on N3rgy.come, then the meter is now part of the DCC run smart meter network. Using a secure piece of software known as an Adapter - provided by TMA/CGI - Octopus will pull data from your meter once a day. If you are on HH consumption, then Octopus requires all 48 daily elements to run an automatic bill. Just one missing element stops the billing process. This is easily rectified with a manual data pull. The meter retains data for 13 months. Just email smart@octopus.energy and ask them to raise a manual statement.

FWiW, suppliers have very few levers to pull. The DCC manages the network and communications hubs, and meter manufacturers are responsible for their own meter firmware. A number of us with Kaifa electricity meters have had off and off data for the last 6 months. This has just been rectified with a firmware update.

Finally, changing suppliers will have done nothing to your meters apart from the fact that the graphs in My Account need all the data to populate, as does Kraken for its billing process. Octopus is I think the only supplier using usage for billing as opposed to meter readings.

PennyForThem_2

Dolor
Thanks for this explanation and the email address.  TBH supplying readings once a month is a doddle with (the much hated on these forums - don't understand why) IHD.

So - (edit) as I understand your post it may be a firmware update is needed from Aclara but if I email smart@octopus.energy at least they will be aware.

Just really don't understand why the data pull is so hit and miss for my property and does not make it easy to either install solar and/or get an e-car and take advantage of best (constant 30 minute reading) tarrifs.

[Deleted User]

PennyForThem_2 said:

Dolor
Thanks for this explanation and the email address.  TBH supplying readings once a month is a doddle with (the much hated on these forums - don't understand why) IHD.

So - (edit) as I understand your post it may be a firmware update is needed from Aclara but if I email smart@octopus.energy at least they will be aware.

Just really don't understand why the data pull is so hit and miss for my property and does not make it easy to either install solar and/or get an e-car and take advantage of best (constant 30 minute reading) tarrifs.

The problem isn’t the meter. It is the process of recovering your data from the meter. Once a day the supplier pulls data from the meter which comprises the index reading and a XML file containing 48 by 30 minute usage amounts. If just ONE of these packets is missing, then automatic billing stops. In the 28 months that I have had SMETS2 meters, I can count on the fingers of two hands the times that an automatic bill has been generated. Throughout this time, I have owned an EV and I have never lost out. A gentle nudge to CS resolves the situation.

PennyForThem_2

Thank you 
Ovo site is very informative about Aclara SMET2  - https://www.ovoenergy.com/help/smart-meter-troubleshooting

So currently WAN is flashing green every second (WAN is misfunctioning and can not communicate) whereas this morning it was every 5 secs which = all fine

So will send off an email to smart@octopus.energy.

Thanks ever so for your help - I do know that the SM2 is functioning as it should and not its fault that the data is not being picked up.

(To those nay sayers who thinking 'told you so - why the hassle of changing to SMs' reading a meter manually from IHD is a LOT easier than on your hands and knees with glasses slipping off your nose holding torch in left hand while noting meter reading with right hand with pen and paper.)

[Deleted User]

PennyForThem_2 said:

Thank you 
Ovo site is very informative about Aclara SMET2  - https://www.ovoenergy.com/help/smart-meter-troubleshooting

So currently WAN is flashing green every second (WAN is misfunctioning and can not communicate) whereas this morning it was every 5 secs which = all fine

So will send off an email to smart@octopus.energy.

Thanks ever so for your help - I do know that the SM2 is functioning as it should and not its fault that the data is not being picked up.

(To those nay sayers who thinking 'told you so - why the hassle of changing to SMs' reading a meter manually from IHD is a LOT easier than on your hands and knees with glasses slipping off your nose holding torch in left hand while noting meter reading with right hand with pen and paper.)

WANs are part of the communications hub which is the responsibility of the DCC. Octopus can request that The DCC carry out a remote re-boot. The hub is turned off for 15 minutes and then restarted. If this fails to solve the problem, then an engineer might have to be called to pull your mains fuse. If that doesn’t work, then a new communications hub will be required.

PennyForThem_2

This is feedback and thanks to Dolor:

Octopus sent a s/w update on 7 Sept and this sort of fixed the problem in that when I logged on to my account I could see half hourly updates but it was 2-3 days behind and I did notice WAN flashing green every second especially in afternoon and early evening.

I was in email dialogue with smart@octopus.energy and they have sent s/w updates.  I sent an email yesterday saying the last half hourly update was 12 Sept (Sunday) that I could see on my Octopus account.  Again updates have been sent and the WAN is flashing green every 5 secs instead of every 1 sec.

Can I say that Octopus Smart Meter Team really responds and I suggest if you have an issue you maybe email the usual help line then if not resolved go direct to the Smart Team.  

As I have said Ovo Engery really give the low down on my make of meter - why can't every energy supplier do this - Octopus as far as I can see are woefully inadequate in explaining Smart meters other than in they may or maynot send auto readings.

Anyway this may be ongoing - IMO I think I need a booster for my meter's signal but we will see.  This has taken 18 months of moaning and TBH it is not critical for me to have a working SM2 at the moment.  Just I resent all the pressure to have one installed only for it not to work as it should!