SMART METERS

Mark_38

I am having issues with British Gas regarding my SMART meter not working properly, for 17 months. When I can get through to British Gas, I am being asked to send the most up to date meter reading and they will raise a task to get this resolved. Of course, this has not been resolved. I am being told it is working, or it is not working and they will look into it, or I am not being updated at all

I have asked for a new SMART Meter and have even offered to pay for one, but I am clearly being fobbed off as I cant get a definitive answer as to why they will not repair it, or replace it. 

I have raised a complaint, but they will not do anything without the most up to date meter readings. Of course I will do this (again), but has anyone else had this issue, or any advice? 

Many thanks in advance,
Mark

Mstty

Do you mean the smart meter or the IHD in home display?

Mark_38

Hi Mstty, thanks for the reply. It is not clear. Certainly the IHD is not able to read the meters, but I am not been informed exactly what the issue is. Either way, the readings are not coming through, but BG seem reluctant to address it

vic_sf49

I got sick of their excuses ref my meters* no longer being smart, so I switched to Octopus, and they became smart again immediately.  

Don't know if it was a firmware issue or what, but then I'm not sure BG knew what was going on either. It's been a recurring theme on these threads, and a friend has the same issue.

(*Meters outside on my wall, not the IHD.)

Mstty

Download the bright loop or Hugo app and see if you can see your data there. That would then suggest the IHD which only comes with a 12 month warranty and if it fails up to you to replace.

markin

It seems every providers IT system is simply useless, Apart from Octopus.

If they are asking for reading then its the BG system that is most likely unable to pull the data, so not a IHD problem.

[Deleted User]

markin said:

It seems every providers IT system is simply useless, Apart from Octopus.

If they are asking for reading then it’s the BG system that is most likely unable to pull the data, so not a IHD problem.

Not true; suppliers such as Good Energy and E.on Next use the same billing platform as Octopus? EDF is also in the process of moving to Octopus Kraken. Adapter secure software is DCC accredited and is separate from the billing system. Octopus uses a third-party Adapter service provided by TMA.

Postik

I'm with EON and my gas smart meter stopped working the day after I moved in.  They claim they are working to fix it.

My electric smart meter still works.

I don't have an IHD and getting a replacement doesn't seem straight forward.

The whole thing is a farce.

Mark_38

Hi All,
I have raised a complaint regarding my SMART Meter not working over the last 17 months. British Gas have said (Again) that they will work on this remotely and so want to close the complaint. 
I have said that I will agree to close the complaint when the issue is resolved. They have said that as the issue has been logged and as they are 'working' on it, they have said they cant change the outcome and will close the complaint, even though it has not been resolved.
Has anyone got any advice on how I can escalate please?
Regards,
Mark

dunstonh

I have raised a complaint regarding my SMART Meter not working over the last 17 months.

That is quite a major complaint and I am surprised it is taking them that long.  The meter is a vital bit of equipment that measures your use.  If its not working, then they cannot get readings of how much you are using.  Effectively they would be giving you free energy or it would block supply of energy.

Usually, that is the sort of response you get for complaints about the in-house display rather than the meter.   So, are you referring to the meter or the in-house display?

[Deleted User]

Mark_38 said:

Hi All,
I have raised a complaint regarding my SMART Meter not working over the last 17 months. British Gas have said (Again) that they will work on this remotely and so want to close the complaint. 
I have said that I will agree to close the complaint when the issue is resolved. They have said that as the issue has been logged and as they are 'working' on it, they have said they cant change the outcome and will close the complaint, even though it has not been resolved.
Has anyone got any advice on how I can escalate please?
Regards,
Mark

Can we be clear: what do you mean by not working? A smart meter system comprises of a gas meter; an electricity meter; a communications hub and an In House Display (IHD). Which component is not working?