British Gas Smart Meter.. are they down?

Glover1862

Yesterday had new meters fitted by BG, on the home display the Gas didn’t work, the installer said common with gas and it might need the account to be setup properly and  someone will come back to reset it, could take three weeks.

The electric worked fine and I could see instant usage, worked for about 3 hours, now just says connecting to smart meter and stays there, odd that it did work but not now. 

On the BG gas app it says something about technical fault preventing live energy usage, anyone know about this, what can be done?

[Deleted User]

There is no such thing as ‘down’. Suppliers take a few days to set up your smart meters: electricity takes longer than gas. The supplier has to send out security certificates to each meter etc.

Download the free App BRIGHT and if your meters are connected to the DCC Network you should see data such as this:

Glover1862

Thanks, I’ll download the app. I only questioned the electric because it was working fine, just seemed to stop after 3 or 4 hours, if it was a setup time period I wouldn’t expect it to work at all. There certainly is a message on the BG app that says sorry to can’t access your up to date energy usage, there is a technical fault we are trying to resolve, so could be an issue there end.

irharris

British Gas app and web page have not been reporting usage since 16th Feb. They told me they were getting the readings from the meter-  just usage is not visible in the app or on the web page for gas or electricity.

I think its dreadful service to have this feature down for so long when prices are about to sky rocket and people are looking for ways to minimise usage.

They claim to be working hard to fix it as rapidly as possible, but having a feature down for 3 weeks is grossly incompetent.

[Deleted User]

irharris said:

British Gas app and web page have not been reporting usage since 16th Feb. They told me they were getting the readings from the meter-  just usage is not visible in the app or on the web page for gas or electricity.

I think its dreadful service to have this feature down for so long when prices are about to sky rocket and people are looking for ways to minimise usage.

They claim to be working hard to fix it as rapidly as possible, but having a feature down for 3 weeks is grossly incompetent.

In that case the issue probably sits with BG’s Adapter software or the link between it and its billing system. The Adapter is secure DCC-approved software that is the link between the supplier and the DCC Network. The Adapter is used to send out meter security certificates; tariff information to the ESME and GSME; pull data from the meter etc.

Glover1862

irharris said:

British Gas app and web page have not been reporting usage since 16th Feb. They told me they were getting the readings from the meter-  just usage is not visible in the app or on the web page for gas or electricity.

I think its dreadful service to have this feature down for so long when prices are about to sky rocket and people are looking for ways to minimise usage.

They claim to be working hard to fix it as rapidly as possible, but having a feature down for 3 weeks is grossly incompetent.

Yes, seems more than a little rubbish for such a large company. 

Glover1862

[Deleted User] said:

irharris said:

British Gas app and web page have not been reporting usage since 16th Feb. They told me they were getting the readings from the meter-  just usage is not visible in the app or on the web page for gas or electricity.

I think its dreadful service to have this feature down for so long when prices are about to sky rocket and people are looking for ways to minimise usage.

They claim to be working hard to fix it as rapidly as possible, but having a feature down for 3 weeks is grossly incompetent.

In that case the issue probably sits with BG’s Adapter software or the link between it and its billing system. The Adapter is secure DCC-approved software that is the link between the supplier and the DCC Network. The Adapter is used to send out meter security certificates; tariff information to the ESME and GSME; pull data from the meter etc.

Thanks for your help, I got Bright working for electric but not gas, the home display came back on again for a hour then went again, it seems to show daily usage but instant use still not showing, not sure if worth call BG.

[Deleted User]

Hi,

from BG,

Smart meter settings

You can choose how often your smart meters take readings.

To get the most out of your online account we recommend that you set your smart meters to take readings half-hourly.

ciderboy2009

irharris said:

British Gas app and web page have not been reporting usage since 16th Feb. They told me they were getting the readings from the meter-  just usage is not visible in the app or on the web page for gas or electricity.

I think its dreadful service to have this feature down for so long when prices are about to sky rocket and people are looking for ways to minimise usage.

They claim to be working hard to fix it as rapidly as possible, but having a feature down for 3 weeks is grossly incompetent.

They had the same happen a few years ago - it took them 3 months to fix it last time!

[Deleted User]

Glover1862 said:

Dolor said:

irharris said:

British Gas app and web page have not been reporting usage since 16th Feb. They told me they were getting the readings from the meter-  just usage is not visible in the app or on the web page for gas or electricity.

I think its dreadful service to have this feature down for so long when prices are about to sky rocket and people are looking for ways to minimise usage.

They claim to be working hard to fix it as rapidly as possible, but having a feature down for 3 weeks is grossly incompetent.

In that case the issue probably sits with BG’s Adapter software or the link between it and its billing system. The Adapter is secure DCC-approved software that is the link between the supplier and the DCC Network. The Adapter is used to send out meter security certificates; tariff information to the ESME and GSME; pull data from the meter etc.

Thanks for your help, I got Bright working for electric but not gas, the home display came back on again for a hour then went again, it seems to show daily usage but instant use still not showing, not sure if worth call BG.

Gas meters only send data to the gas proxy meter built into the comms hub every 30 minutes. This is to protect the life of the battery installed within the gas meter. BRIGHT App automatically pulls data from the DCC Network once every 24 hours: usually, about 2 am. Manual data refreshes can be made by swiping the page. That said, the usage gas data may still be up to 29 minutes out. In sum, there is no way off getting instant usage from a gas smart meter.

If you want real-time data, then Hildebrand will happily take £69 off you for its IHD/CAD (stock issues have been a problem). That said, their IHD will only show you the gas used in kWh from the start of the day etc.