DCC - WNC HAN Clearance

drodders

Hi all, I'm having problems with my smart hub in that it won't connect to my gas and electric meters. 

It's been like this for about 3 years, I simply have a "Waiting to connect" message.

I've contacted my energy suppliers so many times over this period (Avro and now Octopus), but all say is that they are going to reboot their system, wait a week, etc. Nothing happens, so I complained again.

The last reply was in May from Octopus, where they say "The latest response we had from the team is that it is a known WNC HAN CLEARANCE issue with the meter and we are actively working with DCC as fast as we can to identify a solution but i'm afraid there is no immediate fix. We are thankful for your patience whilst we look into this for you.”

Getting so frustrated as I'm a widower with 2 children and the energy hikes are worrying, especially as I can't monitor except by doing usual meter reads, and I'm not going outside to do those every night.

Does anyone know is there's a contact at DCC or anybody I can get in touch with as this is now ridiculous. I've asked for a new meter but they say, "You've got one" Aghhhhh

MWT

drodders said:

Does anyone know is there's a contact at DCC or anybody I can get in touch with as this is now ridiculous. I've asked for a new meter but they say, "You've got one" Aghhhhh

Changing the meter will not help if it is a comms hub issue, and unfortunately when there are firmware issues with the comms hub the supplier is entirely dependent on the DCC to fix it as they have no direct access to the hub.

The resolution time for firmware problems does seem to run into months as the fixes require extensive testing and approval before they are rolled out.

None of this is helpful for you I know, and at least Octopus do have a very good Smart Meter team, but it isn't them that are going to be doing the work on this one unfortunately.

Alnat1

My IHD from Octopus doesn't work either.

They can get 30 minute readings from my meters, I'm on Tracker gas and Agile for incoming and outgoing electricity and that's all working just fine.

This is the latest reply from them on Tuesday when I chased it again - I've requested for the IHD to be commissioned and joined to your account. It should start working in the next few hours, if not, it might need another restart. If none of this works we will have exhausted all options I'm afraid and don't have any more to send out due to production issues in the factories.

For me it's only a tiny inconvenience as I can view data on usage from my solar app. At worst I have to delay putting the kettle on for 5 minutes to make sure the washer has finished it's heating part of the programme but I can understand for you it's more important.

[Deleted User]

drodders said:

Hi all, I'm having problems with my smart hub in that it won't connect to my gas and electric meters. 

It's been like this for about 3 years, I simply have a "Waiting to connect" message.

I've contacted my energy suppliers so many times over this period (Avro and now Octopus), but all say is that they are going to reboot their system, wait a week, etc. Nothing happens, so I complained again.

The last reply was in May from Octopus, where they say "The latest response we had from the team is that it is a known WNC HAN CLEARANCE issue with the meter and we are actively working with DCC as fast as we can to identify a solution but i'm afraid there is no immediate fix. We are thankful for your patience whilst we look into this for you.”

Getting so frustrated as I'm a widower with 2 children and the energy hikes are worrying, especially as I can't monitor except by doing usual meter reads, and I'm not going outside to do those every night.

Does anyone know is there's a contact at DCC or anybody I can get in touch with as this is now ridiculous. I've asked for a new meter but they say, "You've got one" Aghhhhh

The DCC is not a consumer-facing organisation: in so far as domestic energy supply is concerned it deals exclusively with DNOs and energy suppliers.

If the issue is limited to the Home Area Network and not the Wide Area Network that connects the communications hub to the DCC network, you should be able to retrieve data using the free App BRIGHT.

Hildebrand, the developer of BRIGHT, is a registered DCC Other User. You will have to give it the right to access your data. If this fails to work, then contact support@glowmarkt.com and they should be able to give you more information about the problem. There is a known issue with SOME WNC1 communications hubs.