Shell Smart Meter not sending readings

PinkSherbetPip

PennyForThem_2 said:

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.

It's an Aclara SGM1412-B.  It's good Octopus have kept you informed, I don't think Shell would have told me anything, if I hadn't contacted them.

PinkSherbetPip

[Deleted User] said:

PinkSherbetPip said:

[Deleted User] 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! 

It sounds like I could be waiting a while for them to sort this out then!  According to the Bright app, the firmware version is 00070602.  Is this the latest version, how can I find out?

Ah yes, one meter design sounds like a great idea!

[Deleted User]

PinkSherbetPip said:

[Deleted User] said:

PinkSherbetPip said:

[Deleted User] 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! 

It sounds like I could be waiting a while for them to sort this out then!  According to the Bright app, the firmware version is 00070602.  Is this the latest version, how can I find out?

Ah yes, one meter design sounds like a great idea!

Contact support@glowmarkt.com. Ask them whether they are aware of any issues with your present meter firmware? If it isn’t the latest version, you will just have to be patient. Suppliers update meter firmware in tranches: it is their way of checking for firmware issues. If issues are reported, they cease updating their meters until a new firmware version is released. L&G used to be on a 3 monthly release cycle.