Energy provider responsibility for smart meter functionaity

Dave_5150

Hi there, can anyone clarify my energy providers responsibility around smart meter functionality and maintenance please?

Early last month I spotted that my gas and electric readings were no longer showing on my in-house display, and the data was no longer reaching 3rd party apps such as Loop and Hugo.

After a few emails to my provider who simply suggested moving the in-house display they did acknowledge that my readings were not reaching them so I would have to email them my meter readings at the end of each month until the issue was resolved.

I emailed them last week for an update and was told that there was a fault at the national hub that was affecting smart meters, it was out of their hands and they didn’t know when it would be resolved. They suggest I email them again in three weeks and they “may” chase it up then. And unsurpringinly a quick Google didn't find anything about any issue at the national issue that was affecting smart meters.

I thought the energy provider had responsibility as part of their Electricity and Gas Supply Licence terms (specifically condition 39.17) to maintain smart metering systems in a way that maintains metering functionality, and that any breaches require immediate action.

Have I misunderstood?

[Deleted User]

Hi,

think as long as meters still recording usage, and readable, then meter still functionable, the 'smart' bit is a free extra.

Swipe

frugalmacdugal said:

Hi,

think as long as meters still recording usage, and readable, then meter still functionable, the 'smart' bit is a free extra.

Or in other words, the carrot for the donkey's stick

[Deleted User]

There is a known technical issue with some WNC1 comms hubs. Your supplier should be asking the DCC to investigate, and for a remote comms hub reset. If this fails, then your supplier should arrange for an engineer to call to carry out a main house fuse pull. The fuse is pulled for 15 minutes.

Suppliers are in a ‘no win’ situation. The DCC is responsible for the network and all comms hubs. Meter and IHD manufacturers design; build and certify their products for use on the smart meter network. Manufacturers also build and test firmware updates which suppliers push out to meters under their control.

It follows that when things go awry, suppliers can only ask their ‘friends’ to help.

The ‘good news’ is that your meters are still recording usage and they can be read manually. The meters also store import usage for 13 months and export usage for 3 months.

Dave_5150

Thanks for the replies.They are really useful as this isn't a topic I have any expertise in, or much knowledge of. 

Dave_5150

Quick update: The data from my meters is still not getting to my provider Utility Warehouse or any 3rd paty apps e.g. Hugo or Loop. My provider are still unable to proide any update beyond it is out of there control. 

Last week I asked for a plan for how they intended to resolve the issue with timescales. They replied the same day to say they had requested a power recycle within 14 days presumably at my house as they noted a penalty for missed appointments.

However today I received a response to my "complaint" which states they can not say what action they will take or provide a timescale, and as I won't accept that we are now at deadlock and I need to take the matter to the Ombudsman.

I will have to take action as although I have provided readings on the last day of each month as requested they are using random readings instead to generate my bill.

[Deleted User]

Last week I asked for a plan for how they intended to resolve the issue with timescales. They replied the same day to say they had requested a power recycle within 14 days presumably at my house as they noted a penalty for missed appointments.

Stick with that for now. An engineer will pull the main house fuse for 15 minutes in an attempt to re-boot the comms hub. I suspect that the complaint response is out-of-kilter with what the smart team are doing. Going to the Ombudsman might earn you a few £s but it will not fix the problem. You have working meters which retain import data for 13 months and which can be read manually. 

As I said before, the DCC, the company which is responsible for all comms hubs,  is aware of an issue with a particular comms hub. They are working with the hub manufacturer to come up with a fix but the issue is now the subject of a NDA between the DCC and suppliers.

The_Green_Hornet

Dolor said:

Last week I asked for a plan for how they intended to resolve the issue with timescales. They replied the same day to say they had requested a power recycle within 14 days presumably at my house as they noted a penalty for missed appointments.

Stick with that for now. An engineer will pull the main house fuse for 15 minutes in an attempt to re-boot the comms hub. I suspect that the complaint response is out-of-kilter with what the smart team are doing. Going to the Ombudsman might earn you a few £s but it will not fix the problem. You have working meters which retain import data for 13 months and which can be read manually. 

As I said before, the DCC, the company which is responsible for all comms hubs,  is aware of an issue with a particular comms hub. They are working with the hub manufacturer to come up with a fix but the issue is now the subject of a NDA between the DCC and suppliers.

The re-boot procedure differs depending on what region you are in.

badger09

Dave_5150 said:

Quick update: The data from my meters is still not getting to my provider Utility Warehouse or any 3rd paty apps e.g. Hugo or Loop. My provider are still unable to proide any update beyond it is out of there control. 

Last week I asked for a plan for how they intended to resolve the issue with timescales. They replied the same day to say they had requested a power recycle within 14 days presumably at my house as they noted a penalty for missed appointments.

However today I received a response to my "complaint" which states they can not say what action they will take or provide a timescale, and as I won't accept that we are now at deadlock and I need to take the matter to the Ombudsman.

I will have to take action as although I have provided readings on the last day of each month as requested they are using random readings instead to generate my bill.

Random readings?
If you’re not already doing so, I suggest you take photos of your meter readings when you submit them. Useful evidence if they continue to bill on estimated readings. 

Dave_5150

The 12 week deadline for the power recycle was yesterday. I contacted Utility Warehouse to see how they intend to resolve my issue and their response was:

"Unfortunately, we have paused all smart meter maintenance jobs at this time in order to prioritise emergency work. A member of our Site works scheduling Team will contact you once non emergency work resumes."

Any ideas on how I should proceed please? It has now been almost six months since any data from either of my smart meters has reached my energy provider or any 3rd party apps.

Pat38493

Dave_5150 said:

The 12 week deadline for the power recycle was yesterday. I contacted Utility Warehouse to see how they intend to resolve my issue and their response was:

"Unfortunately, we have paused all smart meter maintenance jobs at this time in order to prioritise emergency work. A member of our Site works scheduling Team will contact you once non emergency work resumes."

Any ideas on how I should proceed please? It has now been almost six months since any data from either of my smart meters has reached my energy provider or any 3rd party apps.

Can you not just change providers and hope that the new provider is more prepared to take action?