EDF Smart Meter and Meters not working

glittermonster

We've had an ongoing issue since the beginning of Feb and I don't know where we stand with regards to our bills.

Since Feb our smart meter wasn't showing any gas, it also wasn't showing any useage on EDF's gas meter

Then in April the electricity wasn't showing on the smart meter, also nothing on the electric meter

They've been told and told again and was last informed a few weeks ago that edf are aware of the error and its a general local area and its going to be resolved by 5th May.  Amazingly I can'f find anyone in the area with the same issue also using edf.

Well nothing has changed. and its like getting blood out of a stone trying to reach them, on whatsapp its all bots, on the phone its someone talking in jargon and teccie speak with now alternative explaination.

I've an active complain and someone is always calling me 'tomorrow'

I've tried to ask what this means to our bill and again couldn't get a straight answer.

Has anyone been in a similar situation?

Gerry1

Your smart meters are on the wall.  The portable device is the In House Display.

Do you mean that the readings on the meters don't increment (unlikely) or that the displays are blank?

If you can't get readings from the meters on the wall, post a photo (redacting serial numbers and bar codes) and no doubt someone will be along to advise.

Frozen_up_north

We have an EDF in home smart meter display. Around 2 weeks ago the display unit wouldn't read either gas or electricity. We did the usual reset and it still fails to work, just going through a reset cycle.

We phoned EDF and were told to wait 72 hours and it would resolve itself. Well that's a load of nonsense, are they trying to say an installer cannot demonstrate a working in house display until 3 days after the install? Of course not, and looking at the display manufacturers web site (Chameleon 3), there is a suggestion that the supplier has remotely updated their meter and the in house display has lost contact as a result. The symptoms are the same as Chameleon mention.

We will phone EDF again tomorrow or Monday and see what further ideas they have...

mmmmikey

Hi @Frozen_up_north I had an issue along similar lines when my smart meters were installed by EDF - the IHD display didn't work when the engineer left, and was told much the same thing as you about waiting for it to sort itself out. I can't remember the exact timings (don't think it was as long as 72 hours) but it did start working after a day or so. I think the issue in my case was that once the smart meter is installed something that should have happened remotely to configure the smart meter itself had failed and the IHD display had to wait for that to be fixed before it started to (magically!) work. It's a few years ago now - I did take copious notes at the time as I had expected a battle.Coincidentally I came across the notes a few days ago before putting them in the loft. Anyway, after the initial problem was fixed the smart meter worked well ever since - there was an issue with the LCD display which eventually packed in so the meter had to be replaced (which was a completely painless process), but that's a different matter of course.

[Deleted User]

Frozen_up_north said:

We have an EDF in home smart meter display. Around 2 weeks ago the display unit wouldn't read either gas or electricity. We did the usual reset and it still fails to work, just going through a reset cycle.

We phoned EDF and were told to wait 72 hours and it would resolve itself. Well that's a load of nonsense, are they trying to say an installer cannot demonstrate a working in house display until 3 days after the install? Of course not, and looking at the display manufacturers web site (Chameleon 3), there is a suggestion that the supplier has remotely updated their meter and the in house display has lost contact as a result. The symptoms are the same as Chameleon mention.

We will phone EDF again tomorrow or Monday and see what further ideas they have...

Is your supplier receiving meter readings? You can check by downloading and installing the free App Bright.

If Bright isn’t showing any data, then you have a comms hub issue. Your supplier should make a request to the DCC for a remote comms hub reset. This instruction will power down the comms hub for 15 minutes. If this doesn’t work then the supplier should send out an engineer to carryout a main fuse pull for 15 minutes.

There is a known problem with WNC1 comms hubs which the DCC is attempting to resolve with the manufacturer.

Frozen_up_north

EDF are able to read the meter remotely, thanks for the “Bright app” tip, we will give it a try.

Frozen_up_north

After a further phone call with EDF, they sent a meter installer. He took one look at the meter and said a recent update has fouled up the smart meter and it wasn’t communicating with the centre (yet EDF claimed to be receiving readings) and he had to replace the gas, electric meter and IH display.

Apparently there are loads of fouled up smart meters that all need replacing as a result of “updates”, according to the installer, his next call was to another with the same symptoms. You just couldn’t make it up.

Frozen_up_north

It goes from bad to worse, after 2 weeks the new meters aren’t working, neither to EDF nor to the in house display. We were told it could take up to three days before the in house display would work! What nonsense.

EDF haven’t given a date for fixing the fault. Their call taker sounded harassed and was quite grumpy on the phone. I guess they have a lot of faulty meters to visit and replace?

dunstonh

After a further phone call with EDF, they sent a meter installer. He took one look at the meter and said a recent update has fouled up the smart meter and it wasn’t communicating with the centre (yet EDF claimed to be receiving readings) and he had to replace the gas, electric meter and IH display.

You can tell if it is communicating with EDF or not by looking at your account.  Their charting shows you the days it has obtained readings on.  You dont have to take their word for it.  you can see it.

It goes from bad to worse, after 2 weeks the new meters aren’t working, neither to EDF nor to the in house display. We were told it could take up to three days before the in house display would work! What nonsense.

Are you referring to the meter or the IHD?  

Frozen_up_north

dunstonh said:

You can tell if it is communicating with EDF or not by looking at your account.

Are you referring to the meter or the IHD?  

The meters were replaced on 17th May, the IHD occasionally displayed the electricity readings until 23rd, but no gas readings. EDF also had electric readings until 23rd but no gas. Now neither EDF, nor the IHD, have any communication from the meter(s).

[Deleted User]

Frozen_up_north said:

dunstonh said:

You can tell if it is communicating with EDF or not by looking at your account.

Are you referring to the meter or the IHD?  

The meters were replaced on 17th May, the IHD occasionally displayed the electricity readings until 23rd, but no gas readings. EDF also had electric readings until 23rd but no gas. Now neither EDF, nor the IHD, have any communication from the meter(s).

The meters are just meters that have a link to the communications hub. The hub establishes a Home Area Network and it provides a connection to the DCC network. By the sound of it there is an issue with your communications hub. The DCC - not individual suppliers - is responsible for all communications hubs. 

If there is an issue, then the supplier should ask the DCC to investigate. In my experience, the DCC is not the quickest of organisations when it comes to dealing with faults.

As a consumer you do have rights. Suppliers are required to follow a Smart Meter installation Code of Practice. I would email your supplier and send them this:

The supplier should tell you what the fault is and the likely timescale for a fix. Do not be fobbed off by excuses like ‘industry-wide problems’.