Smart Meter not commissioned

gt94sss2

A family member had smart meters fitted in May.

However, the gas meter has not been commissioned and so is not sending meter readings to the supplier or IHD.

I understand this isn't an infrequent occurrence with gas meters but could someone tell me what:

a) a suppliers industry obligations are in such cases;

b) if there is a time limit in which suppliers need to fix these once being informed; and

c) if any compensation is due if neither of the above are done?

If it makes any difference the household are on the PSR with the supplier.

Thank you

[Deleted User]

gt94sss2 said:

A family member had smart meters fitted in May.

However, the gas meter has not been commissioned and so is not sending meter readings to the supplier or IHD.

I understand this isn't an infrequent occurrence with gas meters but could someone tell me what:

a) a suppliers industry obligations are in such cases;

b) if there is a time limit in which suppliers need to fix these once being informed; and

c) if any compensation is due if neither of the above are done?

If it makes any difference the household are on the PSR with the supplier.

Thank you

Gas meters are left uncommissioned because if the network is busy the process times out after 59 minutes. By then, the installer is well on his way to the next job. 

Obligations are contained in the Smart Meter Installation Code of Practice (SMICop):

There are no stated timescales for fixing smart meter faults. Being on the PSR will not make any difference. All that said, a knowledgable supplier’s smart team should be able to commission the smart meter remotely. Which supplier are we talking about?

gt94sss2

[Deleted User] said:

There are no stated timescales for fixing smart meter faults. Being on the PSR will not make any difference. All that said, a knowledgable supplier’s smart team should be able to commission the smart meter remotely. Which supplier are we talking about?

It's actually Octopus.

They seem to think an engineer has to come out to commission it - though the same email quoted a telephone number to contact the firm of engineers if they don't make contact themselves while failing to notice that firm is also part of Octopus - not an external party..

[Deleted User]

gt94sss2 said:

[Deleted User] said:

There are no stated timescales for fixing smart meter faults. Being on the PSR will not make any difference. All that said, a knowledgable supplier’s smart team should be able to commission the smart meter remotely. Which supplier are we talking about?

It's actually Octopus.

They seem to think an engineer has to come out to commission it - though the same email quoted a telephone number to contact the firm of engineers if they don't make contact themselves while failing to notice that firm is also part of Octopus - not an external party..

Email smart.help@octopus.energy and ask them to complete the gas meter commissioning remotely. They did this for my daughter earlier this year.

QrizB

gt94sss2 said:

[Deleted User] said:

There are no stated timescales for fixing smart meter faults. Being on the PSR will not make any difference. All that said, a knowledgable supplier’s smart team should be able to commission the smart meter remotely. Which supplier are we talking about?

It's actually Octopus.

They seem to think an engineer has to come out to commission it - though the same email quoted a telephone number to contact the firm of engineers if they don't make contact themselves while failing to notice that firm is also part of Octopus - not an external party..

There are things they can try from the back-end but I don't share Dolor's optimism regarding remote commissioning.

matt_drummer

c) if any compensation is due if neither of the above are done?

What would the compensation be for? You have lost something?

gt94sss2

matt_drummer said:

c) if any compensation is due if neither of the above are done?

What would the compensation be for? You have lost something?

As the regulator had certain minimum standards a supplier must meet. I didn't know if this was one of those cases.

matt_drummer

gt94sss2 said:

matt_drummer said:

c) if any compensation is due if neither of the above are done?

What would the compensation be for? You have lost something?

As the regulator had certain minimum standards a supplier must meet. I didn't know if this was one of those cases.

I never really understand why that would require them to pay compensation.

Compensate means to make up for something that has been lost.

I can't see anything that has been lost in this instance?

gt94sss2

matt_drummer said:

gt94sss2 said:

matt_drummer said:

c) if any compensation is due if neither of the above are done?

What would the compensation be for? You have lost something?

As the regulator had certain minimum standards a supplier must meet. I didn't know if this was one of those cases.

I never really understand why that would require them to pay compensation.

Compensate means to make up for something that has been lost.

I can't see anything that has been lost in this instance?

Compensation may not have been the best word. Simply if the account holder was eligible for anything for the install not going properly.

A bit like automatic payments for missing an appointment or not issuing a final bill within a set period.

[Deleted User]

gt94sss2 said:

matt_drummer said:

gt94sss2 said:

matt_drummer said:

c) if any compensation is due if neither of the above are done?

What would the compensation be for? You have lost something?

As the regulator had certain minimum standards a supplier must meet. I didn't know if this was one of those cases.

I never really understand why that would require them to pay compensation.

Compensate means to make up for something that has been lost.

I can't see anything that has been lost in this instance?

Compensation may not have been the best word. Simply if the account holder was eligible for anything for the install not going properly.

A bit like automatic payments for missing an appointment or not issuing a final bill within a set period.

There are no guaranteed service standards for smart meter installations. There can be numerous technical reasons why an installation fails. Read the Smart Meter Installation Code of Practice.

Yogibear

Octopus electric monitor