Faulty Gas Meter or? 13 February at 11:22AM in Energy 10 replies 221 views

Shanronae

Hi,

New here, sorry for the long post but I would like some advice. I live in a ground floor, 2 bed flat and having issues with my gas meter.

This started mid January, my meter would sporadically show high gas usage and then go back to normal. By high gas usage i mean gas being used when all appliances are off. I only have a gas boiler, my cooker is electric. For example, it happened one Tuesday, my central heating was off, i noticed it had clocked about £2 of gas, so i switched the boiler of at the mains, went on the school run, 30 minutes later it had jumped to about £4 of gas!! the rest of the week, it did not do this, then on Sunday it happened again.

Now it all started to get worst from then on. On Monday the 30th of January, I noticed the IHD showing high gas usage again even though i had not turned the heating on it was showing about £2.50 gas at about 2:30pm (at this time I was not taking meter readings, I thought the Smart meter readings would be enough). I went on the school run again switching off the boiler at the mains, got in about 4pm and saw that it was over £4. I had gone out for the evening, came back about 8:30pm and saw that the gas had risen to over £8. I contacted EDF again via the whatsapp chat, as phone lines were closed. They got back to me on the 1st of February and instructed me to reset the IHD and wait another 24 hours, which i already know did nothing, but also at this point the meter was behaving itself.

On the 2nd of Feb, i contacted them again and (this was probably the most useless interaction of all time) they asked me to send pictures of my meters, gas and electric, asked me if i had commissioned the meter from my end, i said i had not. Then asked me for meter readings (bare in mind, that the meter currently wasn't 'misbehaving') then asked me if the issue was resolved!?!?. they had me do a burn test, which obviously showed nothing, as the meter was currently working fine. 

Then on the 11th of Feb, i contacted them again as once again, the gas was going up even though the central heating was off. They had me do a burn test again, so at 11:04am I switched off the boiler at the mains, it was already showing £2.99 of gas/25.74kWh (meter read 02776.180m3) and 6 mins later it had jumped to £3.59/31.51kWh. I told them immediately, but was told to wait 30 minutes and use meter readings not IHD. so at 11:53am it had jumped to £4.24/37.67kWh (meter read 02777.028m3). i sent them results, they did not respond, so i sent another meter reading an hour later as it was now reading 02778.088m3 with everything still switched off. Then they replied saying that they would put an appointment request in, but could take up to 10 days meanwhile I continue to take meter readings and pictures and videos (as proof) and for the whole day it continued to climb resulting in £14.68/176kWh for the day.

When I woke up the next morning 12th Feb, at roughly 5:30am, the meter was still clocking usage and the boiler was still switched off at this time, this is when I switched off the gas mains using the red lever in the gas meter box, (effectively I believe shutting off the gas supply because I was starting to worry I had a leak, although there was no smell, the gas must be going somewhere) I didn't take a reading as I was still tired and went back to bed. 7:30am I got back up and saw that it had risen to £7.82/71.73kWh (meter read 02793.884m3) tried to contact them again and was told it would be 24 hours. I went out for the day, came back 6:30pm and it was reading £20.91/196kWh!!! by the end of the day total cost for gas £26.95/258kWh and today 13th Feb, is more of the same. It is currently sitting at £9.04, and boiler and gas mains is shut off. (it literally just changed before my eyes from £8.64 to £9.08)

Is this not definitive proof that the meter is faulty? What do I need to do, I dare not turn the gas on, in case they tell me that they can't distinguish my use from the faulty readings, so i am literally in my house with 2 kids with no heating or hot water. I am also keeping regular meter readings through out the day. I am thankful that i pay by DD, because if it was pay as you go I can't even imagine what i would do. if it continues on this trend like yesterday its going to be costing me about £27 a day (without me even using it) possibly for the next 10 working days until they get some out here. What can I/should i do?

Thanks in advance for any advice.



For reference here are meter readings taken so far, if helpful or not

Date	Time	Meter Reading
11/02/23	11:04:00	02776.180m3
11/02/23	11:13:00	02776.290m3
11/02/23	11:53:00	02777.023m3
11/02/23	12:47:00	02778.088m3
12/02/23	07:34:00	02792.629m3
12/02/23	08:51:00	02793.884m3
12/02/23	18:40:00	02803.546m3
12/02/23	21:05:00	02806.032m3
13/02/23	07:39:00	02815.262m3
13/02/23	10:08:00	02815.690m3

Dolor

If you are concerned about a gas leak you should call 

0800 111 999

or the number on your statement.

You can request an independent check of your gas meter. The meter will be replaced and the ‘faulty’ meter will be sent to SGS - the Government-approved testing laboratory. You will be charged for the replacement meter: this charge will be refunded if your meter is found to be faulty.

The chances of you having a faulty meter are statistically very small based on recent testing by the Office for Product Safety and Standards and tests carried out by SGS on ‘faulty’ meters.

EDIT:

Investigating disputes

During 2019, we appointed meter examiners to conduct independent testing of 1,209 gas meters and 269 electricity meters in circumstances where a customer was concerned that their meter was inaccurate and had been unable to resolve their concerns with their supplier. These meters represented a very small proportion of all meters in service – less than 1 in 34,000.

The independent tests of gas meters identified that 90.5% of the meters that could be tested were accurate. Of the gas meters that failed the accuracy tests, 3.7% were found to be metering less gas than was being used – resulting in undercharging of the customer – and 5.8% were metering more gas than was being used, resulting in overcharging of the customer. Gas meters subjected to independent testing are not returned to use following the testing.

The independent tests of electricity meters identified that 92.9% of the meters where consumers sought a determination were accurate. 5.6% were found to be metering more electricity than was being used, resulting in overcharging of the customer and 1.5% were found to be metering less electricity than was being used – resulting in undercharging of the customer.

These results differ from those identified by independent testing under the IST procedure and it is worth noting that the IST testing of a random sample of in service meters – which identified no failures in 2019/20 – is more representative of the overall accuracy of meters in use in Great Britain than these meter accuracy tests which are undertaken for a relatively small number of meters where there are specific customer concerns about inaccuracy.

Source: OPSS Delivery Report

EssexHebridean

Do try to keep everything to actual meter readings - using the monetary amounts as well will potentially confuse the issue as the supplier in particular will think you are still using the IHD - which of course may not be telling you the right story at all! When liaising with the supplier be very clear that the readings you are giving them are from the actual meter itself. 

It would be worth noting against the list of meter readings where you turned the gas off at the meter itself so you ensure that you remember that - if it comes to an Ombudsman escalation that will be useful info.

In your shoes I think I would be raising a formal complaint with the supplier at this point - stating that due to the situation you are currently unable to heat your home and your children are cold. Send that by email - mark it urgent. 

As Dolor says, it is a rare thing to get an actually faulty meter - but we had a thread here recently where it was discovered that the meter was at fault - the OP there has now had a good resolution.

One final thing - you have checked I take it that the meter number on the meter itself matches the one showing on your bills and online account? 

Gerry1

Forget the IHD, it doesn't work in real time for a gas meter and it's not 100% accurate.  Also forget ££ and kWh, just concentrate on the volume readings (m3) from the meter on the wall.

If the meter is fully switched off by the red lever but the volume figure increases then the meter is faulty and you should get it tested.  Don't ask for a test unless you have evidence it's faulty because you will be charged if it's found to be OK.

Check that it's really your meter by running the boiler normally then switching the gas off with the red lever and making sure the heating stops.  Check that the meter serial number is the same as that shown on the bill.  Also look for a 'b' shown on the meter's display, which denotes a failing battery.

Edit: Typo

pochase

Apart from the problem with your meter the KWh you are posting are way off. Where do you get them from/ how do you calculate them?

 it was already showing £2.99 of gas/25.74kWh (meter read 02776.180m3) and 6 mins later it had jumped to £3.59/31.51kWh. I told them immediately, but was told to wait 30 minutes and use meter readings not IHD. so at 11:53am it had jumped to £4.24/37.67kWh (meter read 02777.028m3).

2776m3 to 2777m3 is only one unit m3. So that is about 11.2KWh, which is maybe £1.2.

Where do you get the 37.67KWh from? 

If this information come from the IHD, please ignore it. 

Gerry1

EssexHebridean said:

As Dolor says, it is a rare thing to get an actually faulty meter - but we had a thread here recently where it was discovered that the meter was at fault - the OP there has now had a good resolution.

Probably this one.

Shanronae

Thanks so much for your replies.

I did call the gas leak number last night, and they told me if i don't smell gas, then i should call my energy supplier and request a meter accuracy test. When i contacted EDF, they said an appointment request has already been put through and to wait patiently for up to 10 working days. Can someone clarify who I would request a meter accuracy test from?

Yes, the kWh readings where coming from the IHD so i will now ignore them, but i am also taking meter readings and will solely use them from now on. I have been using meter readings when communicating with them, but thought the monetary amounts would give a snap shot of what i was seeing. Had no idea they were wildly inaccurate. But thank you, I will refrain from using ££ amounts going forward.

I do have a more detailed report of meter readings, just posted a basic one here. but the gas has been turned off, since 5:30am Sunday morning, and i have not switched it back on at all, so every reading from the 12/02/23 onwards is with the gas fully switched of with the red lever.

I am aware of that thread, its what made me reach out. I have done some checks, saw them in the other post. The meter number matches my bills, I have been in this property for 13 years with same supplier and have never had an issue. There is no B next to the meter reading, so can assume the battery isn't dying.

Check that it's really your meter by running the boiler normally then switching the gas off with the red lever and making sure the heating stops. 

Forgive me if I sound dumb, but are you saying to switch the gas supply off whilst the boiler is on? I assumed that was dangerous to do or am i misunderstanding? 

So I guess the next step is to raise a formal complaint then. thanks again 

EssexHebridean

Gerry1 said:

EssexHebridean said:

As Dolor says, it is a rare thing to get an actually faulty meter - but we had a thread here recently where it was discovered that the meter was at fault - the OP there has now had a good resolution.

Probably this one.

I was thinking of https://forums.moneysavingexpert.com/discussion/6389945/gas-usage-mega-increase/p1

  

Shanronae

EssexHebridean said:

Gerry1 said:

EssexHebridean said:

As Dolor says, it is a rare thing to get an actually faulty meter - but we had a thread here recently where it was discovered that the meter was at fault - the OP there has now had a good resolution.

Probably this one.

I was thinking of https://forums.moneysavingexpert.com/discussion/6389945/gas-usage-mega-increase/p1

  

This is in fact the one i saw

Dolor

Shanronae said:

Thanks so much for your replies.

I did call the gas leak number last night, and they told me if i don't smell gas, then i should call my energy supplier and request a meter accuracy test. When i contacted EDF, they said an appointment request has already been put through and to wait patiently for up to 10 working days. Can someone clarify who I would request a meter accuracy test from?

Yes, the kWh readings where coming from the IHD so i will now ignore them, but i am also taking meter readings and will solely use them from now on. I have been using meter readings when communicating with them, but thought the monetary amounts would give a snap shot of what i was seeing. Had no idea they were wildly inaccurate. But thank you, I will refrain from using ££ amounts going forward.

I do have a more detailed report of meter readings, just posted a basic one here. but the gas has been turned off, since 5:30am Sunday morning, and i have not switched it back on at all, so every reading from the 12/02/23 onwards is with the gas fully switched of with the red lever.

I am aware of that thread, its what made me reach out. I have done some checks, saw them in the other post. The meter number matches my bills, I have been in this property for 13 years with same supplier and have never had an issue. There is no B next to the meter reading, so can assume the battery isn't dying.

Check that it's really your meter by running the boiler normally then switching the gas off with the red lever and making sure the heating stops. 

Forgive me if I sound dumb, but are you saying to switch the gas supply off whilst the boiler is on? I assumed that was dangerous to do or am i misunderstanding? 

So I guess the next step is to raise a formal complaint then. thanks again 

You have to ask your supplier for an independent meter accuracy test to be undertaken by SGS. The supplier will arrange for a new meter to be fitted. The old meter will sealed and sent to SGS who will produce an independent report that is copied to you. In cases such as yours, you can continue to use your heating. If the removed meter is found to be faulty, then you will be re-billed for energy used based on previous usage.

Gerry1

Shanronae said:

Check that it's really your meter by running the boiler normally then switching the gas off with the red lever and making sure the heating stops. 

Forgive me if I sound dumb, but are you saying to switch the gas supply off whilst the boiler is on? I assumed that was dangerous to do or am i misunderstanding?

That's what a prepayment meter would do when there's no credit left.

You'd have to relight a gas hob that was in use at the time, but as you have an electric cooker that won't be a problem.

Similarly, you might have to relight a pilot light on a really old boiler but even that would have an automatic cut-off if the gas supply had failed.

If turning off the supply at 'your' meter didn't cut off your supply then you might want to knock on your neighbours' door in case anyone was using a hob !