My smart meters have not worked for a year with British Gas

DazmanL

So mid Jan 2022 my smart meters installed by British Gas stopped sending data to their systems, and the in home display can no longer connect to the meter. I've been trying for the whole year to get them to rectify this without success. They've cancelled every engineer appointment I've managed to get due to them being "too busy" (and its been a fight with their online chat team guys who are really useless and kept fobbing me off with things like "it will fix itself in a week"). Even up to July time I had no idea my readings were not even making it to the back end - as they told me it was all a in home display issue. 

Now they've told me that it won't be fixed until July 2023 and its a nationwide issue that affects SMETS 1 and 2 meters (which surprises me). Earlier in December they booked an appointment to replace my smets 1 meters with smets 2 but yesterday i got a call from someone from the complaints team that the appointment would be cancelled as there was no point in replacing the meters, as SMETS-2 is also affected and its all to do with a software issue and was advised to keep sending them meter readings using some special manual form they've now made (as smart meter users usually cannot use the regular form to even send readings). 

Has anyone else experienced this as I'm not sure I buy this is a SMETS 2 issue as well as SMETS1 considering all the issues they've had with smets-1 nor can I find any public communications from BG alerting people to this "nationwide issue". Note the meters were installed by BG and worked fine for a year prior to them going dark last January.

wild666

I have to send readings for the gas to my supplier but it's being like that since the floods in December 2015 when my IHD got waterlogged. Every supplier I've being with couldn't get readings until Octopus in Sept. 2021 and they can only get the electric readings.

ariarnia

DazmanL said:

Now they've told me that it won't be fixed until July 2023 and its a nationwide issue that affects SMETS 1 and 2 meters (which surprises me). Earlier in December they booked an appointment to replace my smets 1 meters with smets 2 but yesterday i got a call from someone from the complaints team that the appointment would be cancelled as there was no point in replacing the meters, as SMETS-2 is also affected and its all to do with a software issue and was advised to keep sending them meter readings using some special manual form they've now made (as smart meter users usually cannot use the regular form to even send readings). 

Has anyone else experienced this as I'm not sure I buy this is a SMETS 2 issue as well as SMETS1 considering all the issues they've had with smets-1 nor can I find any public communications from BG alerting people to this "nationwide issue". Note the meters were installed by BG and worked fine for a year prior to them going dark last January.

i would think it depends on what the problem actually is.

the big problem with version 1 meters is when switching the gaining supplier can't get access to the data from the old supplier. and the fix is an update that adds them to a central national database that all suppliers can access. version 2 meters dont all have the same problem as there added to the database when installed (but there can be a problem on installation that stops an individual version 2 from being added. but both the version 1 and 2 problems are normally would be from install or a change of supplier triggering the problem. not just some random time a year later). 

if thats the software update the BG person was talking about then then that was supposed to be completed by the end of this year. but it could have been delayed (everything else has been it seems). 

i dont know what's supposed to happen by mid 2023. i remember reading something about 4g and 5g communication hubs being available from 2023 because there shutting down 3g. but that also doesn't feel like its the problem. 

@SparkyGrad is clever about how the industry and tech works so maybe they can help?

[Deleted User]

ariarnia said:

DazmanL said:

Now they've told me that it won't be fixed until July 2023 and its a nationwide issue that affects SMETS 1 and 2 meters (which surprises me). Earlier in December they booked an appointment to replace my smets 1 meters with smets 2 but yesterday i got a call from someone from the complaints team that the appointment would be cancelled as there was no point in replacing the meters, as SMETS-2 is also affected and its all to do with a software issue and was advised to keep sending them meter readings using some special manual form they've now made (as smart meter users usually cannot use the regular form to even send readings). 

Has anyone else experienced this as I'm not sure I buy this is a SMETS 2 issue as well as SMETS1 considering all the issues they've had with smets-1 nor can I find any public communications from BG alerting people to this "nationwide issue". Note the meters were installed by BG and worked fine for a year prior to them going dark last January.

i would think it depends on what the problem actually is.

the big problem with version 1 meters is when switching the gaining supplier can't get access to the data from the old supplier. and the fix is an update that adds them to a central national database that all suppliers can access. version 2 meters dont all have the same problem as there added to the database when installed (but there can be a problem on installation that stops an individual version 2 from being added. but both the version 1 and 2 problems are normally would be from install or a change of supplier triggering the problem. not just some random time a year later). 

if thats the software update the BG person was talking about then then that was supposed to be completed by the end of this year. but it could have been delayed (everything else has been it seems). 

i dont know what's supposed to happen by mid 2023. i remember reading something about 4g and 5g communication hubs being available from 2023 because there shutting down 3g. but that also doesn't feel like its the problem. 

@SparkyGrad is clever about how the industry and tech works so maybe they can help?

Smart meter communications hubs use 2G  and there is action in hand to replace all comms hubs with 4G connectivity. As far as I know, there are no nationwide issues with SMETS 1 or SMETS2 meters. My SMETS2 meters have been happily sending 30 minute data for the past 18 months. Without knowing what the specific issue is, it is impossible to comment. Suppliers are not supposed to replace SMETS1 meters.

Novice_investor101

BG installed my smart meters about 2 years ago. The electric one, deep inside the cellar works & sends readings. The gas meter, right underneath the external house wall in the cellar hasn’t been smart since the day it was installed. I’ve never had an IHD that connects to the meters so that’s useless. 

The guy who fitted them seemed more interested in leaving as quickly as possible than ensuring everything was up & running. 

I can only track my electricity usage on their app, which can be up to a week behind. I still submit gas readings every month. They’ve done nothing to help me save money & I might as well have carried on with the old ones if not for the “bribe” of a cheaper tariff in 2020. 

elsien

OP, Is your meter still showing readings though? Is it just the connection to the IHD that’s the problem?

Chrysalis

[Deleted User] said:

ariarnia said:

DazmanL said:

Now they've told me that it won't be fixed until July 2023 and its a nationwide issue that affects SMETS 1 and 2 meters (which surprises me). Earlier in December they booked an appointment to replace my smets 1 meters with smets 2 but yesterday i got a call from someone from the complaints team that the appointment would be cancelled as there was no point in replacing the meters, as SMETS-2 is also affected and its all to do with a software issue and was advised to keep sending them meter readings using some special manual form they've now made (as smart meter users usually cannot use the regular form to even send readings). 

Has anyone else experienced this as I'm not sure I buy this is a SMETS 2 issue as well as SMETS1 considering all the issues they've had with smets-1 nor can I find any public communications from BG alerting people to this "nationwide issue". Note the meters were installed by BG and worked fine for a year prior to them going dark last January.

i would think it depends on what the problem actually is.

the big problem with version 1 meters is when switching the gaining supplier can't get access to the data from the old supplier. and the fix is an update that adds them to a central national database that all suppliers can access. version 2 meters dont all have the same problem as there added to the database when installed (but there can be a problem on installation that stops an individual version 2 from being added. but both the version 1 and 2 problems are normally would be from install or a change of supplier triggering the problem. not just some random time a year later). 

if thats the software update the BG person was talking about then then that was supposed to be completed by the end of this year. but it could have been delayed (everything else has been it seems). 

i dont know what's supposed to happen by mid 2023. i remember reading something about 4g and 5g communication hubs being available from 2023 because there shutting down 3g. but that also doesn't feel like its the problem. 

@SparkyGrad is clever about how the industry and tech works so maybe they can help?

Smart meter communications hubs use 2G  and there is action in hand to replace all comms hubs with 4G connectivity. As far as I know, there are no nationwide issues with SMETS 1 or SMETS2 meters. My SMETS2 meters have been happily sending 30 minute data for the past 18 months. Without knowing what the specific issue is, it is impossible to comment. Suppliers are not supposed to replace SMETS1 meters.

Curious why are they not supposed to replace SMETS1 and why are they using 2G? 2G is for the range?

[Deleted User]

Chrysalis said:

Dolor said:

ariarnia said:

DazmanL said:

Now they've told me that it won't be fixed until July 2023 and its a nationwide issue that affects SMETS 1 and 2 meters (which surprises me). Earlier in December they booked an appointment to replace my smets 1 meters with smets 2 but yesterday i got a call from someone from the complaints team that the appointment would be cancelled as there was no point in replacing the meters, as SMETS-2 is also affected and its all to do with a software issue and was advised to keep sending them meter readings using some special manual form they've now made (as smart meter users usually cannot use the regular form to even send readings). 

Has anyone else experienced this as I'm not sure I buy this is a SMETS 2 issue as well as SMETS1 considering all the issues they've had with smets-1 nor can I find any public communications from BG alerting people to this "nationwide issue". Note the meters were installed by BG and worked fine for a year prior to them going dark last January.

i would think it depends on what the problem actually is.

the big problem with version 1 meters is when switching the gaining supplier can't get access to the data from the old supplier. and the fix is an update that adds them to a central national database that all suppliers can access. version 2 meters dont all have the same problem as there added to the database when installed (but there can be a problem on installation that stops an individual version 2 from being added. but both the version 1 and 2 problems are normally would be from install or a change of supplier triggering the problem. not just some random time a year later). 

if thats the software update the BG person was talking about then then that was supposed to be completed by the end of this year. but it could have been delayed (everything else has been it seems). 

i dont know what's supposed to happen by mid 2023. i remember reading something about 4g and 5g communication hubs being available from 2023 because there shutting down 3g. but that also doesn't feel like its the problem. 

@SparkyGrad is clever about how the industry and tech works so maybe they can help?

Smart meter communications hubs use 2G  and there is action in hand to replace all comms hubs with 4G connectivity. As far as I know, there are no nationwide issues with SMETS 1 or SMETS2 meters. My SMETS2 meters have been happily sending 30 minute data for the past 18 months. Without knowing what the specific issue is, it is impossible to comment. Suppliers are not supposed to replace SMETS1 meters.

Curious why are they not supposed to replace SMETS1 and why are they using 2G? 2G is for the range?

Because there is an ongoing programme run by the DCC to ‘enrol and adopt’ SMETS1 meters on to the DCC network. Over 10M SMETS1 meters are connected to the DCC Network and are supplier agnostic.

‘SMETS1 meters are now being moved onto the national communications network, run by the Data Communications Company (DCC), so that consumers regain and keep smart services if they switch supplier. Meters are being enrolled remotely, without consumers needing to take any action, and priority is being given to those which have temporarily lost smart functionality (these meters are referred to as “operating in traditional mode"). SMETS2 meters are connected to the DCC’s network from the point of installation, so are already compatible between energy suppliers.’ (Source BEIS)

The answer to your question on the mobile network is simply one of when the programme started.  2G was the network in use with no plans to close it down. The DCC has until the early 2030s to replace comms hubs: by then many of the early comms hubs will be end-of-life.

PS People complain on this forum about standing charges. Every smart meter installation is paid for via standing charges.

DazmanL

elsien said:

OP, Is your meter still showing readings though? Is it just the connection to the IHD that’s the problem?

locally they show readings. they are not transmitting it back to british gas though. ps i have never switched supplier, I've always been on BG and  they installed the meters originally (which worked fine for a year or so).

DazmanL

Plus to be clear the IHD does not work either, it shows a unable to communicate with the meter message.

[Deleted User]

DazmanL said:

Plus to be clear the IHD does not work either, it shows a unable to communicate with the meter message.

The DCC is responsible for all communication hubs not individual suppliers. What is the make and model of your communications hub?