Existing smart meter, different company’s IHD

Muppet_194

Hi all, hoping you can solve my problem. 

I have a smart meter from when I was with Ovo, at least I believe it was them who installed it. It’s been there a good few years anyhow. I didn’t have an IHD for it so asked my current company EDF for one , they knew the smart meter wasn’t theirs but said it didn’t matter. I’ve never been able to get it to connect, the message on screen says “not commissioned”. There’s nothing  in their troubleshooting guide about this. I did call EDF who ‘helpfully’ said keep trying it will connect eventually. It doesn’t despite being right next to the meter. 

I really need it to work, I check the app each day and since last week my usage has shot up but as the app data is 3 or 4 days behind I can never remember what was on extra then, I need to see it in real time. 

Do EDF need to change the smart meter to their own ? It definitely works as a smart meter as I read it monthly but don’t give them readings and my bills are always spot on with my info so they’re getting data from it for sure.
Anyone know how to get the IHD to connect please 🙏??? Thanking you in advance.

[Deleted User]

If a supplier sends out a replacement IHD, the device needs to be paired to your communications hub before despatch. It is not something that the consumer can do because the hub contains GCHQ-level inbuilt security.

There should be no need for a smart meter change. Contact EDF by email. Provide it with your MPAN and the GUID from the bottom of your IHD. The supplier should be able to carryout a remote IHD connection or at least tell what the problem is. I understand that a cohort of WNC1 communications hubs have a Home Area Network issue which only the manufacturer can fix with a firmware update.

Whilst you wait, I suggest that you download the free App BRIGHT. It will give you usage and cost information. That said, as far as costs are concerned, the IHD and BRIGHT will only be accurate if the supplier has sent the correct tariff information to your smart meters.

pochase

I am surprised they even gave you a IHD, usually the response is that they will not replace it if it is broken.

EDF will need to commission the IHD. That is something only they are able to to do, you cannot do anything here.

You could try a formal complaint here, and hopefully somebody more knowledgeable will pick it up and get it done, but if you need to go forward to the ombudsman I doubt that they would force EDF to do anything about it as  they did not even have to give you the device.

You can buy a third party product here 

https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers

and the can commission the new device for you. 

There is no chance that EDF will change a working smart meter because the IHD gadget is not working.

FreeBear

Dolor said: Whilst you wait, I suggest that you download the free App BRIGHT. It will give you usage and cost information. That said, as far as costs are concerned, the IHD and BRIGHT will only be accurate if the supplier has sent the correct tariff information to your smart meters.

You are always better off looking at energy usage in terms of KW(h) rather than ££. The daily cost may, or may not include the standing charge and/or it could be using out of date tariff information.

When looking at the data in terms of KW, it is much easier to correlate with power hungry appliances. e.g. "My usage has jumped 10p, what has turned on".... Compared to "My usage has jumped by 2KW, that fan heater has kicked in again".

xzibit

We can't get an energy monitor as BG say our gas supply and meter are owned by an independent gas transporter. And something about our electric meter being smart but not quite smart enough. So effectively, we don't have smart meters. 

[Deleted User]

xzibit said:

We can't get an energy monitor as BG say our gas supply and meter are owned by an independent gas transporter. And something about our electric meter being smart but not quite smart enough. So effectively, we don't have smart meters. 

My gas is transported by an independent: this is very common with new builds. I had SMETS2 meters installed by Octopus Energy in 2019. Any gas that comes through your meter is supplied by a Licensed energy supplier not the transporter.  

Smart meters are the responsibility of the supplier. If you switch suppliers, the new supplier becomes responsible for those meters.

In House Displays are usually installed when the meters are first fitted. Suppliers are only required to replace IHDs if they fail in the first 12 months. Some suppliers will offer a replacement for a charge, and there are third-party IHDs available from companies such as Chameleon and Hildebrand. These companies are DCC-accredited so they can connect their devices to your communications hub.

xzibit

Dolor said:

xzibit said:

We can't get an energy monitor as BG say our gas supply and meter are owned by an independent gas transporter. And something about our electric meter being smart but not quite smart enough. So effectively, we don't have smart meters. 

My gas is transported by an independent: this is very common with new builds. I had SMETS2 meters installed by Octopus Energy in 2019. Any gas that comes through your meter is supplied by a Licensed energy supplier not the transporter.  

Smart meters are the responsibility of the supplier. If you switch suppliers, the new supplier becomes responsible for those meters.

In House Displays are usually installed when the meters are first fitted. Suppliers are only required to replace IHDs if they fail in the first 12 months. Some suppliers will offer a replacement for a charge, and there are third-party IHDs available from companies such as Chameleon and Hildebrand. These companies are DCC-accredited so they can connect their devices to your communications hub.

It doesn't bother me too much, as I always rely on the readings and work out what we're using, however it'd be nice to not have to go out in the cold in the winter to get the readings.

For reference, I've found out what BG advised when I previously enquired.

We're unable to install gas smart meter for you and I want to explain why. It's because even
though we supply gas at your property, the gas pipes and gas meter are owned by an
Independent Gas Transporter (IGT). This was decided by the developers of your home instead
of installing a National Grid meter and pipes. Smart meter is currently only compatible with the
major gas transporters in the UK. We're coming up with a permanent solution shortly. In the
meantime, I’ve put you on our waiting list and we’ll upgrade your meters as soon as the
technology allows us to do so. 

Muppet_194

Thanks everyone, I will contact EDF again. In the meantime I think up I’m being absolutely thick, my costs have jumped up since the day I took the fix at obviously higher unit gates than I did have. Duh! Nothing gonna be bringing it back down to what I used to spend ! 

[Deleted User]

xzibit said:

Dolor said:

xzibit said:

We can't get an energy monitor as BG say our gas supply and meter are owned by an independent gas transporter. And something about our electric meter being smart but not quite smart enough. So effectively, we don't have smart meters. 

My gas is transported by an independent: this is very common with new builds. I had SMETS2 meters installed by Octopus Energy in 2019. Any gas that comes through your meter is supplied by a Licensed energy supplier not the transporter.  

Smart meters are the responsibility of the supplier. If you switch suppliers, the new supplier becomes responsible for those meters.

In House Displays are usually installed when the meters are first fitted. Suppliers are only required to replace IHDs if they fail in the first 12 months. Some suppliers will offer a replacement for a charge, and there are third-party IHDs available from companies such as Chameleon and Hildebrand. These companies are DCC-accredited so they can connect their devices to your communications hub.

It doesn't bother me too much, as I always rely on the readings and work out what we're using, however it'd be nice to not have to go out in the cold in the winter to get the readings.

For reference, I've found out what BG advised when I previously enquired.

We're unable to install gas smart meter for you and I want to explain why. It's because even
though we supply gas at your property, the gas pipes and gas meter are owned by an
Independent Gas Transporter (IGT). This was decided by the developers of your home instead
of installing a National Grid meter and pipes. Smart meter is currently only compatible with the
major gas transporters in the UK. We're coming up with a permanent solution shortly. In the
meantime, I’ve put you on our waiting list and we’ll upgrade your meters as soon as the
technology allows us to do so. 

There will be an indication in the meter box or the meter as to which IGT installed your gas supply. Which company was it? My meter etc was installed by Fulcrum Pipelines and Octopus didn’t bat an eyelid.

Edit: This seems to be a BG thing. A decade ago, consumers with an IGT incurred an additional IGT transporter charge. It’s the way that IGTs make money to recover their cheaper installation charges. Suppliers now recover these charges from all consumers.

This was from a post 5 years ago:

 ‘Assuming it's because they're trying to save a few quid, but does anyone know definitively why British Gas are refusing to install a smart meter on a "Independant Gas Transportation" pipe (IGT). Basically the house is a new build and Miller homes got a third party to install the pipes on the cheap rather than getting national grid to connect the house. I've spoken to the IGT provider and they have advised they are not stopping BG from installing smart meters and Bg are misadvising customers - they've apparently had loads of complaints about it.’

The technology excuse is misleading. If that was the case then how can other suppliers manage to fit a SMETS2 meter to the IGT supply pipe with no modifications. My guess is that this is a payment dispute.

xzibit

Dolor said:

There will be an indication in the meter box or the meter as to which IGT installed your gas supply. Which company was it? My meter etc was installed by Fulcrum Pipelines and Octopus didn’t bat an eyelid.

The meter says 'property of GTC Pipelines Ltd' so assume it must be them. I'm sure that BG could easily replace it, but don't want to. Like I say, not really a problem. Unless the meter starts to malfunction as I don't know whether this independent company deal with the public.

[Deleted User]

xzibit said:

Dolor said:

There will be an indication in the meter box or the meter as to which IGT installed your gas supply. Which company was it? My meter etc was installed by Fulcrum Pipelines and Octopus didn’t bat an eyelid.

The meter says 'property of GTC Pipelines Ltd' so assume it must be them. I'm sure that BG could easily replace it, but don't want to. Like I say, not really a problem. Unless the meter starts to malfunction as I don't know whether this independent company deal with the public.

IGTs are not customer-facing. Your supplier is responsible for taking action if your meter fails.

Looking at GTC’s website:

Our customer services team manages gas-shipper and electricity-supplier relationships. For gas networks, we also provide access to an online Shipper Services portal for all Meter Point Reference Numbers (MPRNs) operated by GTC. This helps facilitate the change of supplier process and resolve network supply point queries. Please login in below. GTC is actively engaged in fitting SMART metering solutions for suppliers and already provides SMART enabled meters on our networks.