Shell Smart Meter not sending readings

QrizB

PinkSherbetPip said:

Hi, can anyone advise on the problem I'm having with my SMETS2 meter please?  All the LEDs are flashing every 5 seconds, what does this mean?

All the LEDs except for the "mesh" one, flashing green?

That's normal, they're meant to do that.

PinkSherbetPip

QrizB said:

PinkSherbetPip said:

Hi, can anyone advise on the problem I'm having with my SMETS2 meter please?  All the LEDs are flashing every 5 seconds, what does this mean?

All the LEDs except for the "mesh" one, flashing green?

That's normal, they're meant to do that.

Thanks for your reply.  I am not sure what the "mesh" one is, but the WAN and HAN are flashing green and there is a red flashing LED, which has 1000 imp/kWh by it.  They are all flashing every 5 seconds.  My meter is an Aclara SGM1412-B.  Thanks

[Deleted User]

The red one usually flashes based on how much energy you are using - 1000 flashes for each kWh (unit).

I didn't think they could be made to flash any other way - they are not part of the comms or control systems.

PinkSherbetPip

Deleted_User said:

The red one usually flashes based on how much energy you are using - 1000 flashes for each kWh (unit).

I didn't think they could be made to flash any other way - they are not part of the comms or control systems.

Thanks.  If my meter appears to be working normally, why aren't Shell receiving any readings?  When I sign in the my account, it asks if I want a smart meter.  I don't know what I should be asking them when I email, if everything seems to be fine. The IHD is no longer showing the cost of the gas I'm using, but is still showing the electric.

QrizB

If you install the Bright app, or sign up for an account at n3rgy com, can you see your smart meter data?

PinkSherbetPip

QrizB said:

If you install the Bright app, or sign up for an account at n3rgy com, can you see your smart meter data?

I installed the Bright app last night and there isn't any smart meter data showing yet.  It hasn't been 24 hours yet though, so I'm still hoping it shows.

[Deleted User]

There are a myriad of reasons why a supplier cannot ‘pull’ data from a smart meter. The communications hub establishes a Home Area Network for the IHD and up to 3 other devices. It also connects to the DCC network. Having a working HAN doesn’t mean that your meter is connected to the network.

If the DCC network connection is sound, then the supplier uses secure Adapter software to access your communications hub/meters. There may be an issue here: unlikely as there would be a lot if complaints.

Before a supplier can ‘pull’ data, it has to send out a bespoke security certificate to each meter. The meters will only respond to instructions from the supplier if the request comes from an expected source.

If the BRIGHT app doesn’t populate then there is an issue that only the supplier can deal with. A good start would be for the supplier to request that the DCC carries out a remote communications hub reset. This effectively turns the communications hub off for 15 minutes. The DCC is responsible for all communications hubs and firmware and it is not customer-facing. If that doesn’t work then the supplier needs to send out an engineer to do a 15 minute main fuse pull. 

https://octopus.energy/blog/solving-smart-meter-issues-octopus-energy/

PinkSherbetPip

Dolor said:

There are a myriad of reasons why a supplier cannot ‘pull’ data from a smart meter. The communications hub establishes a Home Area Network for the IHD and up to 3 other devices. It also connects to the DCC network. Having a working HAN doesn’t mean that your meter is connected to the network.

If the DCC network connection is sound, then the supplier uses secure Adapter software to access your communications hub/meters. There may be an issue here: unlikely as there would be a lot if complaints.

Before a supplier can ‘pull’ data, it has to send out a bespoke security certificate to each meter. The meters will only respond to instructions from the supplier if the request comes from an expected source.

If the BRIGHT app doesn’t populate then there is an issue that only the supplier can deal with. A good start would be for the supplier to request that the DCC carries out a remote communications hub reset. This effectively turns the communications hub off for 15 minutes. The DCC is responsible for all communications hubs and firmware and it is not customer-facing. If that doesn’t work then the supplier needs to send out an engineer to do a 15 minute main fuse pull. 

https://octopus.energy/blog/solving-smart-meter-issues-octopus-energy/

The smart meter data is still not showing in the Bright app.  I have done an online chart with Shell this morning and asked that they request that the DCC carries out a remote communications hub reset.  They said that won't help and it's a problem with the meter, that only the manufacturer can resolve and they will send an email once the problem has been resolved.  There is no time frame for doing this though.

Thanks for your help.

[Deleted User]

PinkSherbetPip said:

Dolor said:

There are a myriad of reasons why a supplier cannot ‘pull’ data from a smart meter. The communications hub establishes a Home Area Network for the IHD and up to 3 other devices. It also connects to the DCC network. Having a working HAN doesn’t mean that your meter is connected to the network.

If the DCC network connection is sound, then the supplier uses secure Adapter software to access your communications hub/meters. There may be an issue here: unlikely as there would be a lot if complaints.

Before a supplier can ‘pull’ data, it has to send out a bespoke security certificate to each meter. The meters will only respond to instructions from the supplier if the request comes from an expected source.

If the BRIGHT app doesn’t populate then there is an issue that only the supplier can deal with. A good start would be for the supplier to request that the DCC carries out a remote communications hub reset. This effectively turns the communications hub off for 15 minutes. The DCC is responsible for all communications hubs and firmware and it is not customer-facing. If that doesn’t work then the supplier needs to send out an engineer to do a 15 minute main fuse pull. 

https://octopus.energy/blog/solving-smart-meter-issues-octopus-energy/

The smart meter data is still not showing in the Bright app.  I have done an online chart with Shell this morning and asked that they request that the DCC carries out a remote communications hub reset.  They said that won't help and it's a problem with the meter, that only the manufacturer can resolve and they will send an email once the problem has been resolved.  There is no time frame for doing this though.

Thanks for your help.

Ok. In that case, it is a meter firmware update that has gone wrong. Meter manufacturers are responsible for building and certifying their meters. They also produce firmware updates that they test and certify for deployment by your supplier. Kaifa had an issue with some meters last year that took 7 months and 3 firmware updates to solve. You can check your meter firmware in BRIGHT app.

In truth, life would have been simpler if we had gone for the equivalent of the French Linky smart meter system. One meter design built by a small number of meter manufacturers. We are British and know better! 

PennyForThem_2

What is the Manufacturer of your Shell SMETs 2?  I have had real problems with Octopus reading mine (Aclara Smart Meter model 4012-B) and Octopus Smart Meter Team have been absolutely fantastic in trying to sort it out and informing me every step of the way.