British Gas - Stuck Connecting to Smart Meter

ThermPro

Does anyone know how to correct this state? I was told to leave the smart meter display off for exactly 2 hours then leave for 7 days which should "reset" the connection. Obviously this didn't work.

British Gas have told me I need a replacement, but also that they have no stock and that I would be notified when a replacement is available. Given their track record, I know I will never be contacted.

Does anyone know how to re-connect/sync the display to the smart meter? It's barely a month old, I refuse to believe it's faulty and needs replacing.

It can't be that difficult, but struggling to find any steps online. Guessing it needs an engineer code or similar, but thought I'd ask.

QrizB

Welcome to the forum.

From what you say, yuor smart meter is working correctly but the in-home display (IHD) isn't connecting to the comms hub.

What model of IHD is it?

Do you get an error message on your IHD screen?

ThermPro

That's correct, the meter is still sending meter readings back to British Gas and this is reflected online.

If I start the IHD, it stalls on "Connecting to smart meter...", if I go into system status I get:

• Meter network not connected Status: 22-0
• Cloud not connected Status 34

It's a Trio II running firmware A4.7.7 / B2.2 / T1.5.

ThermPro

To add: "Cloud not connected Status 34", turns to "Problems with cloud: Status 41" if connected to my local wireless network. Status 41 for the cloud side has been an issue since day 1... and I'm unable to view my usage on the mobile app.

That would be nice to fix, but I guess one thing at a time!

ThermPro

Anyone else hitting the same thing? 

Tescodealqueen

We had that for some time, tried the solutions that you have been advised, engineers couldn’t resolve it. It’s now worse as the WAN isn’t working and the gas meter can’t send any readings to British Gas. The engineer says no stock of the part needed so I am now reading both gas and electricity smart meters and sending in my own readings so that my bills won’t be estimated. 

[Deleted User]

To answer the OP’s original question, the only people that can pair an In House Display or Computer-Aided Device to a communications hub is a supplier ( Registered DCC User) or a third- party (Registered DCC Other User) such as Hildebrand or Chameleon.

The Home Area Network establishes a secure wifi network which cannot be accessed by a consumer. 

ThermPro

Looks like I'll be without for several months or until I keep chasing for a replacement then.

Shame. I bet it can be re-paired easily and the one I have now that needs replacing is absolutely fine. 

[Deleted User]

ThermPro said:

Looks like I'll be without for several months or until I keep chasing for a replacement then.

Shame. I bet it can be re-paired easily and the one I have now that needs replacing is absolutely fine. 

Ask BG to make a request to the DCC for a communications hub remote re-set. Only the DCC can carryout a reset as it is solely responsible for all communications hubs. The DCC does not engage with consumers.

curious123_2

I have a similar issue, I started a V8 split tariff with british has last summer….
At the time I was told that I didn’t need a smart meter to receive split billing….
That didn’t work out
Appointment to fit smart meter in November, no show from british gas
Smart meter fitted last weekend, but in house device not connecting due to internet problems…
Apparently this is common in our area, other energy providers included

My question/s being
Will the smart meter (outside the house) connect to british gas and send readings to them?
Is the smart display (in the house) a complete waste of time?
British gas promise compensation for the time that we have not been split billed…..if this is ever to happen, how is it likely to be worked out?
Thank you in advance for your advices

Gerry1

Just a couple of points for clarity.

You'll confuse people with the term 'split billing'.  Do you mean Economy 7 electricity?

Smart meters don't use the internet.  In the south and central area, it's the mobile phone network (O2, to become Vodafone) and in the north and Scotland it's Arqiva (Long Range Radio).