SMART METERS FITTED BY BRITISH GAS. JULY 2022.

Hello, I have always said NO Thank you to smart meters, however I decided to have them fitted by British Gas July 2022. The electric smart meter seems to work ok and transmits the electricity readings back to British Gas. However the gas smart meter only worked for a short time after fitting around 12 m3, just over a week or so. I was assured this was a known fault and British Gas were working hard to resolve the issue fix the problem remotely.. After 7 months all I get from British Gas is a vague answer that they hope to resolve the issue in the first half of 2023, I am very very disappointed with British Gas. Around 17th February 2013 I informed British Gas the gas smart meter was now blank, no readings displayed, no idea at all of consumption and usage, they agreed to come and have a look, 24 hours before the appointment they cancelled by text and informed me they could fix the problem remotely with the next 7 days. The gas meter is still blank, British Gas now saying that they hope to resolve the issue sometime in first half of 2023, one again very very disappointed with British Gas, a market leader who I trusted. The gas bill for February was estimated, on the low side I think. If the gas meter is blank does British Gas even know my gas consumption and usage? I certainly have no idea at all. Now considering asking British Gas to remove the smart meters and go back to non smart credit meters, is this possible and will I have to pay? I hope not! I would hope if and when this smart meter problem is resolved I would be entitled to compensation for the hassle and inconvenience, perhaps a credit on my energy account. I have a fixed deal with British Gas till 31st July 2023, then I think time to try another energy supplier. Also the smart monitor as never worked properly, displays inaccurate and out of date information, now unplugged and sits in a drawer unused.
Any comments, advice and guidance would be most welcome please. Thank you.

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  • diystarter7
    diystarter7 Posts: 5,202
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    Hi
    Have you asked BG for the compo?

    Octopus appear to have a very good rating inc customer services.

    I'm glad I refused the pestering by my supplier and your post just confirms my thoughts,

    There are a couple of posters on this site that have a lot of knowledge re these meters and maybe they can help

    Good luck.
  • MattMattMattUK
    MattMattMattUK Posts: 8,205
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    LS211DS said:
    Hello, I have always said NO Thank you to smart meters, however I decided to have them fitted by British Gas July 2022. The electric smart meter seems to work ok and transmits the electricity readings back to British Gas. However the gas smart meter only worked for a short time after fitting around 12 m3, just over a week or so. I was assured this was a known fault and British Gas were working hard to resolve the issue fix the problem remotely.. After 7 months all I get from British Gas is a vague answer that they hope to resolve the issue in the first half of 2023, I am very very disappointed with British Gas. Around 17th February 2013 I informed British Gas the gas smart meter was now blank, no readings displayed, no idea at all of consumption and usage, they agreed to come and have a look, 24 hours before the appointment they cancelled by text and informed me they could fix the problem remotely with the next 7 days. The gas meter is still blank, British Gas now saying that they hope to resolve the issue sometime in first half of 2023, one again very very disappointed with British Gas, a market leader who I trusted. The gas bill for February was estimated, on the low side I think. 
    They will estimate until they get an accurate read, or the estimates will stand if they are unable to obtain a read at all.
    LS211DS said:
    If the gas meter is blank does British Gas even know my gas consumption and usage? I certainly have no idea at all.
    The meter may or may not be recording the data and it may be an issue with the display, or it may have failed.
    LS211DS said:
    Now considering asking British Gas to remove the smart meters and go back to non smart credit meters, is this possible and will I have to pay? I hope not! 
    It is not possible to go back to dumb meters. The issue is not with smart meters in general, you have had a meter failure, that can happen with any meter type, although for gas it was less common with the old mechanical mechanical meters just because of how they used to fail.
    LS211DS said:
    Now considering asking British Gas to remove the smart meters and go back to non smart credit meters, is this possible and will I have to pay? I hope not! I would hope if and when this smart meter problem is resolved I would be entitled to compensation for the hassle and inconvenience, perhaps a credit on my energy account. 
    I am not really sure why you feel entitled to any compensation as it does not really seem like there is any hassle or inconvenience, although you might get a base amount of £50-75.
    LS211DS said:
    I have a fixed deal with British Gas till 31st July 2023, then I think time to try another energy supplier. 
    You will not be able to move supplier until this issue is resolved as you will be unable to supply an accurate opening meter read and would also be required to tell them the meter was not working, on that basis no supplier will accept the transfer. 
    LS211DS said:
    Also the smart monitor as never worked properly, displays inaccurate and out of date information, now unplugged and sits in a drawer unused.
    Any comments, advice and guidance would be most welcome please. Thank you.
    IHDs can be useful, but are mostly a gimmick and even when they do still work most people end up sticking them in a drawer. 

    My main advice would be to submit a formal complain to British Gas about a non-functioning meter, they then have eight weeks to resolve it or you can take them to the ombudsman. 
  • Spoonie_Turtle
    Spoonie_Turtle Posts: 8,146
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    LS211DS said:
    Around 17th February 2023 I informed British Gas the gas smart meter was now blank, no readings displayed, no idea at all of consumption and usage, they agreed to come and have a look, 24 hours before the appointment they cancelled by text and informed me they could fix the problem remotely with the next 7 days. The gas meter is still blank, 

    Very very basic question, so please don't feel insulted by me asking this, but just in case - is it still blank after pressing the button?
  • EssexHebridean
    EssexHebridean Posts: 20,798
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    Hello OP - glad to hear that at least your electricity meter is working as you expected.

    To confirm with the gas one - have you checked what button presses are required to read it manually? If I recall correctly gas smart meters are usually blank until "woken up" to save their battery life and there is usually a sequence of button presses to get to the reading.

    If the meter has gone blank then you will probably be billed based on estimates until such time as it is replaced or repaired.


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  • LS211DS said:
    Hello, I have always said NO Thank you to smart meters, however I decided to have them fitted by British Gas July 2022. The electric smart meter seems to work ok and transmits the electricity readings back to British Gas. However the gas smart meter only worked for a short time after fitting around 12 m3, just over a week or so. I was assured this was a known fault and British Gas were working hard to resolve the issue fix the problem remotely.. After 7 months all I get from British Gas is a vague answer that they hope to resolve the issue in the first half of 2023, I am very very disappointed with British Gas. Around 17th February 2013 I informed British Gas the gas smart meter was now blank, no readings displayed, no idea at all of consumption and usage, they agreed to come and have a look, 24 hours before the appointment they cancelled by text and informed me they could fix the problem remotely with the next 7 days. The gas meter is still blank, British Gas now saying that they hope to resolve the issue sometime in first half of 2023, one again very very disappointed with British Gas, a market leader who I trusted. The gas bill for February was estimated, on the low side I think. If the gas meter is blank does British Gas even know my gas consumption and usage? I certainly have no idea at all. Now considering asking British Gas to remove the smart meters and go back to non smart credit meters, is this possible and will I have to pay? I hope not! I would hope if and when this smart meter problem is resolved I would be entitled to compensation for the hassle and inconvenience, perhaps a credit on my energy account. I have a fixed deal with British Gas till 31st July 2023, then I think time to try another energy supplier. Also the smart monitor as never worked properly, displays inaccurate and out of date information, now unplugged and sits in a drawer unused.
    Any comments, advice and guidance would be most welcome please. Thank you.

    You cannot go back to analogue meters. Is the supplier able to pull any data from the gas meter: you can check by signing up to the free App BRIGHT. If not, it will be producing estimates based on your historic usage. 

    Smart meters are supplier agnostic. BG’s smart meters are no better than those of any other supplier. Meter manufacturers are responsible for certifying their own meters and for building/certifying meter firmware updates which suppliers then deploy via the DCC network.  You will therefore struggle to get compensation as the problem appears to be outwith the supplier’s ability to fix. 
  • EssexHebridean
    EssexHebridean Posts: 20,798
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    Before escalating to the Energy Ombudsman you first need to follow the supplier's own complaints procedure. Make a formal complaint to British Gas in the first instance - head your email "Formal Complaint". If you have not had a resolution in 8 weeks or if before that time the supplier has said there is nothing further they can do and has given you a deadlock letter, then you can escalate. The escalation is the Ombudsman Service though, not to Ofgem. 
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  • diystarter7
    diystarter7 Posts: 5,202
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    edited 25 October 2023 at 8:41PM
    LS211DS said:
    Hello, I have always said NO Thank you to smart meters, however I decided to have them fitted by British Gas July 2022. The electric smart meter seems to work ok and transmits the electricity readings back to British Gas. However the gas smart meter only worked for a short time after fitting around 12 m3, just over a week or so. I was assured this was a known fault and British Gas were working hard to resolve the issue fix the problem remotely.. After 7 months all I get from British Gas is a vague answer that they hope to resolve the issue in the first half of 2023, I am very very disappointed with British Gas. Around 17th February 2013 I informed British Gas the gas smart meter was now blank, no readings displayed, no idea at all of consumption and usage, they agreed to come and have a look, 24 hours before the appointment they cancelled by text and informed me they could fix the problem remotely with the next 7 days. The gas meter is still blank, British Gas now saying that they hope to resolve the issue sometime in first half of 2023, one again very very disappointed with British Gas, a market leader who I trusted. The gas bill for February was estimated, on the low side I think. If the gas meter is blank does British Gas even know my gas consumption and usage? I certainly have no idea at all. Now considering asking British Gas to remove the smart meters and go back to non smart credit meters, is this possible and will I have to pay? I hope not! I would hope if and when this smart meter problem is resolved I would be entitled to compensation for the hassle and inconvenience, perhaps a credit on my energy account. I have a fixed deal with British Gas till 31st July 2023, then I think time to try another energy supplier. Also the smart monitor as never worked properly, displays inaccurate and out of date information, now unplugged and sits in a drawer unused.
    Any comments, advice and guidance would be most welcome please. Thank you.

    You cannot go back to analogue meters. Is the supplier able to pull any data from the gas meter: you can check by signing up to the free App BRIGHT. If not, it will be producing estimates based on your historic usage. 

    Smart meters are supplier agnostic. BG’s smart meters are no better than those of any other supplier. Meter manufacturers are responsible for certifying their own meters and for building/certifying meter firmware updates which suppliers then deploy via the DCC network.  You will therefore struggle to get compensation as the problem appears to be outwith the supplier’s ability to fix. 
    Hi OP

    I strongly recommend you do seek compo, it may be a "struggle" or it may not be and you won't find out unless you try.

    They have wasted your time, and money and caused stress, so see what they can do even if it is so-called goodwill.

    Good luck.
  • macman
    macman Posts: 52,955
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    Press either button A or B to fire up the display...it's otherwise supposed to be blank.
    No free lunch, and no free laptop ;)
  • ariarnia
    ariarnia Posts: 4,225
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    edited 25 October 2023 at 8:41PM
    LS211DS said:
    Hello, I have always said NO Thank you to smart meters, however I decided to have them fitted by British Gas July 2022. The electric smart meter seems to work ok and transmits the electricity readings back to British Gas. However the gas smart meter only worked for a short time after fitting around 12 m3, just over a week or so. I was assured this was a known fault and British Gas were working hard to resolve the issue fix the problem remotely.. After 7 months all I get from British Gas is a vague answer that they hope to resolve the issue in the first half of 2023, I am very very disappointed with British Gas. Around 17th February 2013 I informed British Gas the gas smart meter was now blank, no readings displayed, no idea at all of consumption and usage, they agreed to come and have a look, 24 hours before the appointment they cancelled by text and informed me they could fix the problem remotely with the next 7 days. The gas meter is still blank, British Gas now saying that they hope to resolve the issue sometime in first half of 2023, one again very very disappointed with British Gas, a market leader who I trusted. The gas bill for February was estimated, on the low side I think. If the gas meter is blank does British Gas even know my gas consumption and usage? I certainly have no idea at all. Now considering asking British Gas to remove the smart meters and go back to non smart credit meters, is this possible and will I have to pay? I hope not! I would hope if and when this smart meter problem is resolved I would be entitled to compensation for the hassle and inconvenience, perhaps a credit on my energy account. I have a fixed deal with British Gas till 31st July 2023, then I think time to try another energy supplier. Also the smart monitor as never worked properly, displays inaccurate and out of date information, now unplugged and sits in a drawer unused.
    Any comments, advice and guidance would be most welcome please. Thank you.

    You cannot go back to analogue meters. Is the supplier able to pull any data from the gas meter: you can check by signing up to the free App BRIGHT. If not, it will be producing estimates based on your historic usage. 
    re this. if you decide to download the bright app (we use it. its simple and decent imo) then you need to dig out your in home display as its got a bar code on it with the number you need to register your account to the app. you only need the number once then it can go back in the draw :)

    also when this is all fixed if you think the estemates are seriously out then you can dispute them (you need some kind of logical reasoning especially if it gets to the ombudsman) then theres a few ways they might work them out inc basing them on a few weeks/months usage after the problem is fixed or using a database of averages based on houses of the same type etc. 

    you can complain and try to get compensation for bad customer service but like the others have said not for failing to fix a problem they couldn't reasonably fix (because of things like meter or staff availability or software problems that are to do with the smart meter needing an update from a 3rd party etc) 
    Almost everything will work again if you unplug it for a few minutes, including you. Anne Lamott

    It's amazing how those with a can-do attitude and willingness to 'pitch in and work' get all the luck, isn't it?

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  • Many, many thanks for all your advice and guidance, I am well aware of which buttons to press, I was reading the meter and recording readings manually until 17th February, for my own information. Now no matter which button you press it is blank, no readings at all, no  idea of consumption and usage.

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