Gas meter not workkng

nat32_2

I had a smart meter fitted in November and my gas meter hasn’t connected to it ever since. I cannot give meter readings because the meter is blank, having contacted shell energy numerous times regarding this I’m still in limbo. My worry is if and when it is rectified I’m going to be hit with a huge bill. 

Can anyone advise?

MattMattMattUK

nat32_2 said:

I had a smart meter fitted in November and my gas meter hasn’t connected to it ever since. I cannot give meter readings because the meter is blank, having contacted shell energy numerous times regarding this I’m still in limbo. My worry is if and when it is rectified I’m going to be hit with a huge bill. 

Can anyone advise?

What is the model of the meter and have you pressed any buttons on it? Gas meters generally have a blank screen to conserve power as they run on an internal battery, but when you press a button they should wake.

When this is rectified you would be billed in accordance with your usage, or if the meter is completely dead and data unrecoverable an estimate. Have you been making monthly Direct Debit payments?

nat32_2

MattMattMattUK said:

nat32_2 said:

I had a smart meter fitted in November and my gas meter hasn’t connected to it ever since. I cannot give meter readings because the meter is blank, having contacted shell energy numerous times regarding this I’m still in limbo. My worry is if and when it is rectified I’m going to be hit with a huge bill. 

Can anyone advise?

What is the model of the meter and have you pressed any buttons on it? Gas meters generally have a blank screen to conserve power as they run on an internal battery, but when you press a button they should wake.

When this is rectified you would be billed in accordance with your usage, or if the meter is completely dead and data unrecoverable an estimate. Have you been making monthly Direct Debit payments?

I have pressed buttons and it just says searching for Han then goes off again. J
yes I’ve been paying my direct befit I just worry with everything going up I’m going to be hit with a huge bill as what I’m paying is only coming off my electric as my gas account is on hold 

MattMattMattUK

nat32_2 said:

MattMattMattUK said:

nat32_2 said:

I had a smart meter fitted in November and my gas meter hasn’t connected to it ever since. I cannot give meter readings because the meter is blank, having contacted shell energy numerous times regarding this I’m still in limbo. My worry is if and when it is rectified I’m going to be hit with a huge bill. 

Can anyone advise?

What is the model of the meter and have you pressed any buttons on it? Gas meters generally have a blank screen to conserve power as they run on an internal battery, but when you press a button they should wake.

When this is rectified you would be billed in accordance with your usage, or if the meter is completely dead and data unrecoverable an estimate. Have you been making monthly Direct Debit payments?

I have pressed buttons and it just says searching for Han then goes off again. J

Do you mean the IHD rather than the meter? Eg do you mean the little display inside your hose, or the thing that is connected to the gas main?

nat32_2 said:

yes I’ve been paying my direct befit I just worry with everything going up I’m going to be hit with a huge bill as what I’m paying is only coming off my electric as my gas account is on hold 

You should be building up a credit if there is no gas usage coming off your bill.

nat32_2

MattMattMattUK said:

nat32_2 said:

MattMattMattUK said:

nat32_2 said:

I had a smart meter fitted in November and my gas meter hasn’t connected to it ever since. I cannot give meter readings because the meter is blank, having contacted shell energy numerous times regarding this I’m still in limbo. My worry is if and when it is rectified I’m going to be hit with a huge bill. 

Can anyone advise?

What is the model of the meter and have you pressed any buttons on it? Gas meters generally have a blank screen to conserve power as they run on an internal battery, but when you press a button they should wake.

When this is rectified you would be billed in accordance with your usage, or if the meter is completely dead and data unrecoverable an estimate. Have you been making monthly Direct Debit payments?

I have pressed buttons and it just says searching for Han then goes off again. J

Do you mean the IHD rather than the meter? Eg do you mean the little display inside your hose, or the thing that is connected to the gas main?

nat32_2 said:

yes I’ve been paying my direct befit I just worry with everything going up I’m going to be hit with a huge bill as what I’m paying is only coming off my electric as my gas account is on hold 

You should be building up a credit if there is no gas usage coming off your bill.

The thing connected to the main gas 

MattMattMattUK

nat32_2 said:

MattMattMattUK said:

nat32_2 said:

MattMattMattUK said:

nat32_2 said:

I had a smart meter fitted in November and my gas meter hasn’t connected to it ever since. I cannot give meter readings because the meter is blank, having contacted shell energy numerous times regarding this I’m still in limbo. My worry is if and when it is rectified I’m going to be hit with a huge bill. 

Can anyone advise?

What is the model of the meter and have you pressed any buttons on it? Gas meters generally have a blank screen to conserve power as they run on an internal battery, but when you press a button they should wake.

When this is rectified you would be billed in accordance with your usage, or if the meter is completely dead and data unrecoverable an estimate. Have you been making monthly Direct Debit payments?

I have pressed buttons and it just says searching for Han then goes off again. J

Do you mean the IHD rather than the meter? Eg do you mean the little display inside your hose, or the thing that is connected to the gas main?

nat32_2 said:

yes I’ve been paying my direct befit I just worry with everything going up I’m going to be hit with a huge bill as what I’m paying is only coming off my electric as my gas account is on hold 

You should be building up a credit if there is no gas usage coming off your bill.

The thing connected to the main gas 

What is the model? Even without the HAN you should still be able to access the reading by pressing one, or a combination of the buttons. If possible are you able to post a picture of the meter? 

john080347

I have a similar problem but with British Gas. We moved to a new house in Wales in September 2021, where there was already an IHD courtesy of EDF. We wanted to stay with BG so switched after a week, but the IHD was only showing electricity consumption, not gas. I reported this to BG and they eventually came and replaced the gas meter (SPET1) so we had both gas and electricity consumption showing on the IHD.
Then in November 2022 it stopped showing gas readings; I contacted BG again, and after some wrong advice by phone from an assistant and many Twitter messages, we had a visit from an engineer just before Christmas. He assured us that the meter was communicating OK with the "Smart Team", so BG was receiving the readings OK. However, he said we couldn't have a new IHD as it was not down on his job sheet, and BG couldn't supply new ones to everyone as BG could not accept the expense (really??).
Now, when online to check my gas readings I find the readings are NOT being updated and still show the reading as at November 2022. I have lodged a complaint with BG, but they have now said that the complaint is closed due to the IHD being over 12 months' old and out of guarantee. I am pretty furious at the total lack of acceptance of this problem, and I now wonder what my rights are; do we not have the right to know what our consumption is on a serviceable IHD?

pochase

Welcome to the forum.

Your supplier does not have to supply a new IHD once it is out of warranty for free. 

You have the right to know you consumption, but you can do this reading the meter, signing up to an application like Bright, or purchasing a new IHD, which will set you back about £70.

For example 

https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers

[Deleted User]

MattMattMattUK said:

nat32_2 said:

MattMattMattUK said:

nat32_2 said:

MattMattMattUK said:

nat32_2 said:

I had a smart meter fitted in November and my gas meter hasn’t connected to it ever since. I cannot give meter readings because the meter is blank, having contacted shell energy numerous times regarding this I’m still in limbo. My worry is if and when it is rectified I’m going to be hit with a huge bill. 

Can anyone advise?

What is the model of the meter and have you pressed any buttons on it? Gas meters generally have a blank screen to conserve power as they run on an internal battery, but when you press a button they should wake.

When this is rectified you would be billed in accordance with your usage, or if the meter is completely dead and data unrecoverable an estimate. Have you been making monthly Direct Debit payments?

I have pressed buttons and it just says searching for Han then goes off again. J

Do you mean the IHD rather than the meter? Eg do you mean the little display inside your hose, or the thing that is connected to the gas main?

nat32_2 said:

yes I’ve been paying my direct befit I just worry with everything going up I’m going to be hit with a huge bill as what I’m paying is only coming off my electric as my gas account is on hold 

You should be building up a credit if there is no gas usage coming off your bill.

The thing connected to the main gas 

What is the model? Even without the HAN you should still be able to access the reading by pressing one, or a combination of the buttons. If possible are you able to post a picture of the meter? 

I agree. The OP needs to check the actual gas meter. The display will normally be blank to protect battery life but it will wake up once a button is pressed.

It is possible that the meter hasn’t been commissioned properly. Commissioning the gas meter is the last process on the supplier’s list. That said, I would have expected this to have been picked by the supplier. 

The other possible scenario is the distance/interference between the two meter boxes. For gas readings to appear on the IHD, the gas meter has to establish a connection with the gas proxy meter located within the communications hub. Suppliers will be rolling out dual-band communications to resolve this problem (but don’t hold your breath that it will happen anytime soon). In sum, the OP needs to speak to the supplier.

mac.d

I know someone with the same problem, also with Shell Energy. It's been ongoing for a bit longer than you. It is the gas meter itself that is blank in this case and no button presses do anything, and neither the IHD nor Shell are getting any data from it. Shell sent an engineer out to look at the meter a while back, but he said it needed a part that he didn't have. They're not coming back until February to fix it.

In the meantime Shell are just billing in estimated gas usage, I'd argue the people may have used less heating this year because of the price rises but don't see any way of out of them just being charged on estimates. I did advise that since it was reported in September and they took two months to check it, not to increase their DD when the prices went up, they may end up with a negative balance by the time Shell fix it, in their position I'd be happy to leave that and let it catch up in the summer due to it being entirely Shell's fault.

[Deleted User]

mac.d said:

I know someone with the same problem, also with Shell Energy. It's been ongoing for a bit longer than you. It is the gas meter itself that is blank in this case and no button presses do anything, and neither the IHD nor Shell are getting any data from it. Shell sent an engineer out to look at the meter a while back, but he said it needed a part that he didn't have. They're not coming back until February to fix it.

In the meantime Shell are just billing in estimated gas usage, I'd argue the people may have used less heating this year because of the price rises but don't see any way of out of them just being charged on estimates. I did advise that since it was reported in September and they took two months to check it, not to increase their DD when the prices went up, they may end up with a negative balance by the time Shell fix it, in their position I'd be happy to leave that and let it catch up in the summer due to it being entirely Shell's fault.

I am sorry but the explanation offered doesn’t make any sense. As you can see from the graphic above, there are 4 components to a UK smart meter installation. If the gas meter isn’t recording usage then it is either faulty; not commissioned or working properly on the DCC network OR there is a firmware issue. I am struggling to think of any ‘part’ that the engineer might be missing? 

I had just had an issue with my communications hub. A firmware update left the hub in a non-communicative state. This was resolved by an engineer pulling the main house fuse for 15 minutes. The only spare part that was needed was a new security seal.