Smart Meter WAN issue

rjmachin

I have a Landis+Gyr E470 (SMETS2) smart meter (as well as the G470 for gas).

I use Octopus as my electric supplier and noticed that from the 9th May (1am) the online account does not show usage data.

I contacted them earlier this week and they said they "have raised a smart meter health check to be run on your smart meter", but that "Please be advised it can take 4-6 weeks for this to be resolved due to a large number of requests".

This is fine, I have no issues with that.

I have just had a look at the E470 meter and noticed that the WAN light flashes about 5/6 times and then the other lights flash once. (all green flashes)

I believe I am in the Telefonica central region for the WAN signal.

Is there anything I can do personally to reset or restart it, or do I just need to wait for Octopus to complete their checks?

Thanks
Robert

PennyForThem_2

Recognise this scenario as I too am with Octopus having been moved from Co-op about 30 months ago.  My SM2 is an SM2 but only communicates intermittantly with Octopus.  

Annoying but I just have given up and use IHD once a month to read off the meter usages and send via my account to Octopus - works reasonably well but annoying.  

Annoying especially as I probably cannot access intelligant, AI type tarrifs if I buy EV.

[Deleted User]

The communications hub is the responsibility of the DCC - the company that runs the smart meter network. The supplier can send a request to the DCC asking them to send out a remote communications hub reset instruction. This instruction will turn the communications hub off for 15 minutes. If this doesn’t work, then the installer will have to send out an engineer to pull your main fuse for 15 minutes. All that said, the communications hub may not be the issue.

Meter manufacturers are responsible for the certification of their meters, and they produce and certify meter firmware updates that are deployed by suppliers. Last year, my Kaifa meter stopped sending import data. It took the meter manufacturer 7 months to deploy a firmware fix.

FWiW, Octopus has one of the best smart meter teams; however, like all energy suppliers they have very few levers that they can pull: they rely on the DCC and meter manufacturers to deal with most of the issues.

rjmachin

No communication yet from Octopus, but it has only been 2 weeks since of the 4-6 week estimate.

The data is still not showing on Octopus, n3rgy or the Bright app.

The in home display is showing the status as green across the board


I guess i just have to wait and see.   Hopefully it can be fixed as I am on Octopus Go and have an EV, but would like to remain on it.

Alnat1

I switched to Octopus in April, moving from SP. Both meters are SM2, fitted Dec 20 by SP, but Octopus are only picking up the electric readings. 

I left it a month to see if they started getting the readings but didn't happen. My IHD is showing usage but no costs, same with Bright app, so clearly the meter is working fine. Contacted Octopus last week and have now received an email saying they are coming to fit a smart meter on 8th June. Not quite the result I was expecting.

rjmachin

Hi,

I just wanted to give a, probably, final update to this thread.

Octopus arranged for someone to come and perform a hard power cycle of my smart meter because their remote attempt failed.

They came on the 1st August and was here for about 2 hours because he tried to set up a new IHD for me as well (which has not worked, my old IHD still works however).

He pulled the main fuse and left it for 5 minutes before putting it back in, he then spent quite a bit of time sending messages to someone on his phone asking them to check that the communication was working.

He ended up pulling the main fuse a few times trying to get the IHD to work.

Up until today, the Octopus Energy dashboard was showing data from the 31st July onwards, and i was getting worried that the data from the 9th May to the 30th July as going to be lost.  However, I have just taken a look and they now have the full data all the way back to May, so I am super happy and hopefully this will be the last time it happens.

If I were to give any advice, should anything like this happen, I would give them a call rather than using email.  I emailed them and they said it would take 8 weeks for the smart team to get back to me.  After 8 or 9 weeks, I called them and everything moved a lot more swiftly.

[Deleted User]

Your smart meter stores 13 months of import data and 3 months of export. This data can be pulled manually for such things as tariff price comparisons.

These problems should not be happening. Comms hubs are the responsibility of the DCC and there is an inbuilt remote reset function that turns the hub off for 15 minutes not just 5. Some of the latest comms hubs now do a daily re-set. I dread to think what the costs of all these extra/unforeseen visits is doing to the cost of the smart meter programme? The savings were already falling year-on-year with rollout delays. It’s good though that Octopus has come to the rescue.

rjmachin

Octopus attempted a remote reset, but they said that the "comms hub reboot has produced an error", so arranged the manual visit.

I was looking at the data on the Octopus website, the n3rgy website and also on the bright app.

Today, the Octopus website has the full data, but the n3rgy website and bright app is still missing the data.

I guess Octopus may have sent a request for the full data but the other two have not.