Trying to get EV Tariff but have Smart meter problem

Mersolen

What is my options to get smart meter working?
I have recently bought a Hybrid and thought it would be a simple process to get a EV tariff but my smart meter (SMETS 2) is not sending signals to my energy supplier. (Currently Octopus) So while it is not sending signals I have to sick with standard Tariff. 
I was initially with British Gas and hoped they would resolve this issue but after many calls saying "They are working remotely to resolve and may take some time, please be patient" Also BG arranged to send out engineers but they failed to turn up twice! So switched to Octopus under advisement from my neighbor who had same issues that his smart meter failed to send signals but with one phone call they managed to get him up and running. 
I have been having same problems with Octopus where originally when they were first contacted I was told to be patient. I eventually ran out of patience and raised a complaint. I am now since the complaint raised at the 4th week and have now been told that complaint has been escalated and now to wait for Engineers to contact me!
Feel that this is an unacceptable service and while being told to be patient, I am running up big bills to charge my car.
What is my rights so I can push for this to be resolved once an for all. 
  

MattMattMattUK

Mersolen said:

What is my options to get smart meter working?
I have recently bought a Hybrid and thought it would be a simple process to get a EV tariff but my smart meter (SMETS 2) is not sending signals to my energy supplier. (Currently Octopus) So while it is not sending signals I have to sick with standard Tariff. 
I was initially with British Gas and hoped they would resolve this issue but after many calls saying "They are working remotely to resolve and may take some time, please be patient" Also BG arranged to send out engineers but they failed to turn up twice! So switched to Octopus under advisement from my neighbor who had same issues that his smart meter failed to send signals but with one phone call they managed to get him up and running. 
I have been having same problems with Octopus where originally when they were first contacted I was told to be patient. I eventually ran out of patience and raised a complaint. I am now since the complaint raised at the 4th week and have now been told that complaint has been escalated and now to wait for Engineers to contact me!
Feel that this is an unacceptable service and while being told to be patient, I am running up big bills to charge my car.
What is my rights so I can push for this to be resolved once an for all. 

At this stage you do not really have any. You have to wait for eight weeks to take Octopus to the ombudsman which could then take six months before they make a decision, which would be to tell Octopus to fix the meter.

The issue is Octopus do not actually do the work themselves, it might need the DNO to push an update, it might need an engineer (who are in short supply) or it might ultimately need replacement, but at this stage you cannot force them to do anything. They are likely going to get it resolved in a period of time that will not change regardless of how many times you call, email or message them. 

Mersolen

"MattMattMattUK" Many thanks for your input. 

Scot_39

So you had a problem not of your new suppliers making but expected them to fix it almost "instantly" regardless.  Because they did so for your neighbour.

Not all smart meter faults or meters are the same.

You then decided to buy the EV knowing you did not have the metering to support the cheap charging.

4 weeks plus for a faulty Smart meter is not a long time - e.g. if it needs a hard restart / reset by engineer visit to pull the fuse. 

And even that won't fix a more fundamental manufacturer hardware / firmware (software) or network signal issue - even another identical meter / comms hub next door operating does not gurantee yours will in its location

You need to give Octopus time to fix - if and it really is an if - they can.

4m smart are not fully smart for whatever reason.  I've struggled to find a breakdown.  Yours maybe one of them.

Mersolen

That is myself, with this issue, now going through the Ombudsman who have accepted this case and I will update this thread with the outcome.
I believe there are many of us in same position with EV vehicles and unable to get a tariff that helps lower household costs. 

pete-20-11

If it does turn out to be a signal problem, rather than a tech/Comms problem, push for an external aerial to be fitted.

NB. Not all smart meters can have external aerials, so would depend on where you are in the country and what type of network is used (mobile network Vs radio network). Anywhere near RAF flying dales I think is a problem due to risk of interference they don't allow certain tech to be used. 

There are options for dual Comms hubs too (except up North), that support mobile and radio, push for that too if need be, again with an external aerial. 

Reed_Richards

pete-20-11 said:

If it does turn out to be a signal problem, rather than a tech/Comms problem, push for an external aerial to be fitted.

NB. Not all smart meters can have external aerials, so would depend on where you are in the country and what type of network is used (mobile network Vs radio network). Anywhere near RAF flying dales I think is a problem due to risk of interference they don't allow certain tech to be used. 

There are options for dual Comms hubs too (except up North), that support mobile and radio, push for that too if need be, again with an external aerial. 

Autocorrect strikes again?  That should be RAF Fylingdales, I imagine.

victor2

Reed_Richards said:

pete-20-11 said:

If it does turn out to be a signal problem, rather than a tech/Comms problem, push for an external aerial to be fitted.

NB. Not all smart meters can have external aerials, so would depend on where you are in the country and what type of network is used (mobile network Vs radio network). Anywhere near RAF flying dales I think is a problem due to risk of interference they don't allow certain tech to be used. 

There are options for dual Comms hubs too (except up North), that support mobile and radio, push for that too if need be, again with an external aerial. 

Autocorrect strikes again?  That should be RAF Fylingdales, I imagine.

I quite like the idea of the dales flying.

Mersolen

pete-20-11 said:

If it does turn out to be a signal problem, rather than a tech/Comms problem, push for an external aerial to be fitted.

NB. Not all smart meters can have external aerials, so would depend on where you are in the country and what type of network is used (mobile network Vs radio network). Anywhere near RAF flying dales I think is a problem due to risk of interference they don't allow certain tech to be used. 

There are options for dual Comms hubs too (except up North), that support mobile and radio, push for that too if need be, again with an external aerial. 

Many thanks for your information.

Mersolen

After involving the Ombudsman, that is my smart meter up and running and I am now on the Intelligent Octopus Go. The Technician arrived and replaced the meter and repositioned to get a better signal. All was up and running after a day. So now I can enjoy lower cost charging on my Hybrid. 
Thanks for everyone that commented on this. 

Reed_Richards

Did the Ombudsman actually do anything or was the threat of action sufficient to mobilise Octopus?