Octopus Energy Smart Meter not showing on online portal

MarcoM

Hello,

We have had the meters replaced with smart meters.

The new smart meter for gas (so does the old one strangely) shows on the account online portal but the new electricity meter does not show at all
I don't mean the readings, I mean the actual meter references.

Has anyone had this issue upon getting the new smart meters?

Thanks

MoneyMate

Have the same IHD,ok but online 

Chrysalis

Yes, I think it took about a week for my electric to show, and another week or two after for the gas to show up.

My IHD never worked at all and had to get it replaced, but the IHD is nothing to do with the portal.

Alnat1

Took around 3 weeks and couple of phone calls to get mine sorted, had new supply electric showing right but gas and outgoing electric (from my solar) still showed old meter numbers and no stats.

Octopus managed to get new gas meter on after a call but took another call to get outgoing electric. Once they were all showing they generated a bill and everything is fine now.

MarcoM

Alnat1 said:

Took around 3 weeks and couple of phone calls to get mine sorted, had new supply electric showing right but gas and outgoing electric (from my solar) still showed old meter numbers and no stats.

Octopus managed to get new gas meter on after a call but took another call to get outgoing electric. Once they were all showing they generated a bill and everything is fine now.

I think I have a similar issue to yours. the new gas meter reference shows, as does the old one for some reason so i have two gas meters on my account.

only the old traditional electric meter shows.

Alnat1

Just give them a ring, they can see what you're seeing and understand the problem. You don't say when the meters were installed, it can take a little while for them to get it all set up. Think I rang 1st time around 2 weeks after the meters were fitted.
.

[Deleted User]

Give it time. There are a raft of data flows that have to take place across the industry before Octopus can set up the new account. I have had two sets of SMETS2 meters in 3 years: it took just over 3 weeks to get the meter accounts set up. Ringing CS will not hasten the process.

MarcoM

[Deleted User] said:

Give it time. There are a raft of data flows that have to take place across the industry before Octopus can set up the new account. I have had two sets of SMETS2 meters in 3 years: it took just over 3 weeks to get the meter accounts set up. Ringing CS will not hasten the process.

how come they changed meters twice in three years?

MarcoM

Alnat1 said:

Just give them a ring, they can see what you're seeing and understand the problem. You don't say when the meters were installed, it can take a little while for them to get it all set up. Think I rang 1st time around 2 weeks after the meters were fitted.
.

Alnat1 said:

Just give them a ring, they can see what you're seeing and understand the problem. You don't say when the meters were installed, it can take a little while for them to get it all set up. Think I rang 1st time around 2 weeks after the meters were fitted.
.

just to clarify, i don't mean that the meter is not showing on the smart tool in the house. 
I've not even looked at that yet....

the electricity meter is not showing on the online account portal in place of the old one which is still there.

[Deleted User]

MarcoM said:

[Deleted User] said:

Give it time. There are a raft of data flows that have to take place across the industry before Octopus can set up the new account. I have had two sets of SMETS2 meters in 3 years: it took just over 3 weeks to get the meter accounts set up. Ringing CS will not hasten the process.

how come they changed meters twice in three years?

The gas meter stopped after a firmware update. Octopus Energy, via lab testing, detected that there was an incompatibility issue between one of the many L&G E470 models and Tesla Powerwall 2 batteries. I have also had firmware issues with the Kaifa MA120 meter which took the manufacturer over 6 months to resolve (only an issue for Octopus Energy customers on 30 minute usage billing).

As I post repeatedly, suppliers are responsible for very little when it comes to smart metering. The DCC runs the network and it provides the secure communications hubs. Individual meter and device manufacturers design; build and DCC certify their own meters and devices. They also produce firmware updates. Suppliers can only lean on other parties when things go wrong.

Alnat1

@MarcoM It will get sorted, it just takes a little time and the readings won't be lost, Octopus will pick them all up eventually.

If it's still not showing correctly after 2-3 weeks, give them a ring. The CS guy I spoke with the 2nd time put me on hold while he chatted with the smart team and the online account was updated in front of my eyes while I listened to the gurgling underwater hold noise.