Still no usage data 10 days after smart meter displayed

sebtomato

Hi,

EDF installed a smart meter for my property 10 days ago. The In Home Display (IHD) has never showed any usage data. The technician seemed surprised when he did the installation. The IHD seems to be linked with the meter, as after a reset, time is displayed properly.

The meter display (green LCD) is showing the correct prices for my current tariff (peak and off peak), so I guess the meter is communicating with EDF energy and has managed to retrieve tariff data.

Going online, the old meter is still referenced as well as the last manual reading, months ago.

I have contacted EDF and they just ask me to wait, but it seems like the new meter is not commissioned properly on their systems. On one message, they say it can take up to 30 days for the smart meter to work properly. Helpdesk then said 10 working days before they will do troubleshooting. Their documentation says "it can take up to 24 hours for usage information to appear", on the Chameleon 3 IHD.

Any views or similar experiences?

Thanks 

[Deleted User]

Sign up for N3rgy.com (use the I am Consumer link). If you can recover data then your smart meter is connected to the DCC network.

sebtomato

Dolor said:

Sign up for N3rgy.com (use the I am Consumer link). If you can recover data then your smart meter is connected to the DCC network.

Thanks but doesn't work, can't register.

Asking for a MPxN and none of the references on the meter work/are accepted.

Swipe

It's normal. Last July I had an EDF SM installed and had to wait about a month before it was commissioned

sebtomato

Swipe said:

It's normal. Last July I had an EDF SM installed and had to wait about a month before it was commissioned

Then I am not sure why their technician was surprised not to have any data after a few minutes (he must have done hundreds of installations), and also why their own leaflets mention wait of up to "24 hours"!!

Surely, meter wouldn't show the correct tariff if it was not commissioned at all?

Swipe

sebtomato said:

Swipe said:

It's normal. Last July I had an EDF SM installed and had to wait about a month before it was commissioned

Then I am not sure why their technician was surprised not to have any data after a few minutes (he must have done hundreds of installations), and also why their own leaflets mention wait of up to "24 hours"!!

Surely, meter wouldn't show the correct tariff if it was not commissioned at all?

Those guys on the phone have no clue. They don't do the commissioning. That's done by a separate team. My meter showed the correct tariff on the day it was  installed. It must be set by the installer but I had to wait about a month before my Bright app worked and the info was being sent back to EDF. You'll get a message on your IHD when it is commissioned saying welcome to EDF.

Curiousgirl1

It can also take a while for the meters to be updated on your account. Think they have to wait about 2-3 weeks as need to get all the info sent over electronically in flows. Not just a case of the engineer giving in his paperwork & someone updates it. If it hasn’t been done in the next week ring them & they should be able to check to make sure they have all the info through & raise it for you.  Hopefully once that’s updated your IHD will start to work 

lohr500

Don't hold your breath!! My IHD hasn't worked since I switched my existing EDF Economy 7 tariff to their GoElectric98 tariff in July. Prior to the switch it worked perfectly. I have given up calling and chatting to them because they seem incapable of sorting it out.

As with yourself, at least the correct time of use and peak/off peak/standing charge data was successfully received by the smart meter on the day of the tariff change so my billing is OK. I still submit my actual usage numbers monthly because the EDF website/system seems to think I don't have a smart meter and allows me to input the numbers manually.

From the 27th November until last week, the smart meter data wasn't getting through to the central data collection centre either. I wasn't able to view my usage on the n3rgy website or on the Bright App. It started working again last week. Interestingly a friend who lives a mile or so away also lost sight of his data from the same date. He is with Scottish Power. Rightly or wrongly I concluded that here must have been a problem locally with the Aqiva radio network which handles the smart meter data in the North.

eastcorkram

Had two smart meters installed November 2021. Plus two IHDs. Those both work fine. Went online yesterday just to check. Neither have sent any readings. Am about £300 in credit on electricity (eon next),  and £200 credit with gas (SSE).

Direct debits are £64 electric, and £52 gas. When I view the online bills, they're just using estimates . I used to send in a reading once a month. I stopped when the smart meters were installed. 
Guess I'll go back to doing that again once a month. 

[Deleted User]

eastcorkram said:

Had two smart meters installed November 2021. Plus two IHDs. Those both work fine. Went online yesterday just to check. Neither have sent any readings. Am about £300 in credit on electricity (eon next),  and £200 credit with gas (SSE).

Direct debits are £64 electric, and £52 gas. When I view the online bills, they're just using estimates . I used to send in a reading once a month. I stopped when the smart meters were installed. 
Guess I'll go back to doing that again once a month. 

Smart meters send nothing. Data is ‘pulled’ from the meter once per day using secure software known as an Adapter. Some suppliers have developed their own Adapter software and others use an Adapter provided by a third-party. Have you checked whether data is available in the App BRIGHT or on the N3rgy.com website? Both entities are Registered DCC users as, indeed, are all suppliers.

eastcorkram

[Deleted User] said:

eastcorkram said:

Had two smart meters installed November 2021. Plus two IHDs. Those both work fine. Went online yesterday just to check. Neither have sent any readings. Am about £300 in credit on electricity (eon next),  and £200 credit with gas (SSE).

Direct debits are £64 electric, and £52 gas. When I view the online bills, they're just using estimates . I used to send in a reading once a month. I stopped when the smart meters were installed. 
Guess I'll go back to doing that again once a month. 

Smart meters send nothing. Data is ‘pulled’ from the meter once per day using secure software known as an Adapter. Some suppliers have developed their own Adapter software and others use an Adapter provided by a third-party. Have you checked whether data is available in the App BRIGHT or on the N3rgy.com website? Both entities are Registered DCC users as, indeed, are all suppliers.

Ok. Not that they didn't send info. It wasn't pulled then.
Either way, new bills have been generated, one four days ago, one eight days ago, both using estimates. I've now submitted readings , and I'll just do that monthly again from now on. Much easier than trying to sort out the meters!