SSE smart meter not reporting gas

spenderdave

For the past 10 days my SSE gas meter seems not connected to to the meter network and is showing no readings on my SSE account. The little box in the kitchen shows correct usage although the status shows a network fault. Electricity is fine and showing correctly on my online usage.

Probably a common problem, smart meters are not as smart as they would lead us to believe. I hunted round the SSE website to find how to contact them and went round in circles with no appropriate email category so guess I either have to ring them or wait for them to notice.

Any tips? I am on quarterly variable direct debit and the next bill is not due for a couple of months so guess there is no rush.

Shedman

Sign up to N3rgy.com (use the I'm a Consumer link) and see if you can get the readings from your gas meter as N3rgy uses the DCC network same as suppliers.  If you can then the meter is OK and is communicating so indicates something wrong at SSE end (might just be that they are not updating their site properly for some reason).   

How far apart are your electric and gas smart meters?  The gas meter uses the comms hub that is attached to the electric meter to communicate back to DCC so if they are some way apart it might be that the signal is now no longer reaching the comms hub for some reason.

MWT

Shedman said:

Sign up to N8rgy.com ...

n3rgy.com...

wild666

MWT said:

Shedman said:

Sign up to N8rgy.com ...

n3rgy.com...

It asks for a number off the IHD! What if you don't have a IHD or it has broken and was thrown away? 

MWT

wild666 said:

MWT said:

Shedman said:

Sign up to N8rgy.com ...

n3rgy.com...

It asks for a number off the IHD! What if you don't have a IHD or it has broken and was thrown away? 

Then you are probably not going to be using their services.

I know Bright offer an alternative way to prove you are the customer linked to the meter data you are trying to retrieve, no idea if n3rgy do anything similar...

Shedman

MWT said:

Shedman said:

Sign up to N8rgy.com ...

n3rgy.com...

Oops...fat fingers on a phone. Now corrected. Thanks

spenderdave

Thanks for the comments, I may register with n3gy.com later. But presumably since the little box in the kitchen says 'network fault, only partial data being sent' it would imply it is a network fault and that would show the same. As for the separation of the meters, the gas and electric are about a metre apart, that is not the issue as it is working with the little box anyway.
Does anybody have a specific email address or similar at SSE for reporting these issues? As I said I lost patience trying to fathom their 'contact us' pages.

spenderdave

I have managed to register with n3gy.com after a bit of confusion about the numbers needed. I can download my electricity consumption there but not the gas - after sitting 'retrieving your data' for ages it eventually says 'there was a problem with downloading your data, please try later'. So the issue happens with them as well and shows it is with the link to the network.

[Deleted User]

The network fault could be between your gas meter and the comms hub. Is the comms hub showing a gas paired LED? 

spenderdave

Yes, as I said the comms hub, assuming you mean the box on the top of the electricity meter, has four leds periodically flashing as normal (the middle one of the five does not, but that has never flashed and I gather that is normal). It is talking to the gas meter otherwise the in house display would not show the gas readings, which it does.