Incomplete smart meter install

Raxiel

While visiting my parents over the weekend and discussing energy in general, the topic of smart meters came up. 

They're on a good 2 year fix that ends in April, but they want to get to grips with their usage now, so they're better prepared for when it ends. They told me they have a smart electric meter, but still have to submit manual gas readings. They also have no IHD.

The meters were both installed around 2019 by EDF, and are Landis+Gyr. The electric is an E470 with the integrated comms hub (which I believe means it is SMETS 2). Apparently, the day it was installed the fitters couldn't make a connection to the 'server' and as a result couldn't complete the pairing with the gas meter or the IHD, so they left, saying a follow up visit would be booked to complete the install but that never happened. The installers also took the IHD with them.

The pandemic probably played a part in the lack of follow up.

My parents have since switched to British Gas, who were able to connect to the electric meter via the DCC read it remotely.

They'd like the gas meter to be smart, and they'd like an IHD to help track their usage.

I understand that, as far as the smart meter targets go, EDF got to tick off an install, and fixing this probably won't help the metrics of any other supplier, but what are their options?

In terms of pairing the meter, I've suggested they contact British gas in the first instance. Is it worth complaining to EDF? I assume it requires an in-person visit?

I know there's no right to a replacement IHD if one breaks, but given they never received the first one, do they have any recourse other than buying one from the likes of Glow?

I suspect they're just stuck as they are, but I'd be interested to know if anyone else has had similar experiences and can offer advice.

[Deleted User]

The commissioning of the gas meter is the last piece of the installation jigsaw. If commissioning has not been completed in 59 minutes it times out and has to be re-started: by then the installer is long gone. 

BG is now responsible for your parent’s smart meters not EDF. The responsibility moves with the change of supplier.  With the assistance of the supplier’s smart meter team, remote commissioning can be carried out. The supplier sets up the commissioning process and the consumer, when called, presses a couple of buttons on the meter. That said, most suppliers just send out an installer.

IHDs have a 12 month warranty. Suppliers do not have to replace an IHD and it is unlikely given that EDF is not responsible for the meters that it will accede to any request to do so.

Hildebrand can pair its IHD/CAD but personally I would wait until the commissioning process is resolved.