How to force utility company to install a working smart meter

Paul_Sparrow

I am one of the millions of people with a non-working smart meter. I have been trying for over six months to have it replaced. I have switched between different suppliers: Octopus, EON, and EDF. Despite making calls, sending emails, and even opening complaints, no one has replaced it.

Octopus seemed willing to replace it, but it takes months to get a technician appointment in my area. EON sales person told me they would change it in 2 weeks but after switching they told me they won't replace it because, despite it not working, they still classify it as a smart meter and won’t even send out a technician. EDF sent out a technician, but they informed me that they will start replacing them with Gen 2 meters only after Christmas 2025.

What can I do?

DE_612183

Is it the smart meter that won't work or the in house display?

Ayr_Rage

If the problem is that it cannot communicate with the network then there is very little you can do except wait for an upgrade to that network.

That problem won't necessarily be solved with a Gen 2 meter, if you are out of coverage that's tough.

Is it communicating with your IHD?

mmmmikey

Hi, you say you have a non-working smart meter, what exactly do you mean by that? Only a tiny number of smart meters don't work in the sense they don't actually meter your usage - the overwhelming majority of issues relate to the in house display or the communication of data back to the supplier. These appear to be treated as lower priorities for the energy companies than rolling out meters to replace non-smart meters. Depending on the issue you have, it might just be a question of having to wait, or it might be folks on this forum can help you construct a complaint or suggest an approach to expedite things. But it all depends on what isn't working.

Reed_Richards

Possible faults:

1. Smart meter not recording your electricity usage - I would think suppliers would be in a hurry to do something about this
2. Comms hub attached to smart meter not able to communicate.  In some cases this might be fixed by getting a better aerial, in some regions there is no possible fix.
3. IHD not communicating with smart meter.  You may be able to buy something similar but you're unlikely to get a free fix.

DE_612183

I actually had an issue with both smart meters at my house recently ( well it took over 7 months for them to come out! ).

The gas meter didn't communicate with EON, but did communicate with my IHD.
The electricity meter did communicate with EON but not my IHD.

In the end after raising a complaint - they came out and swapped my electricity meter and IHD.

I now have two meters that communicate with my IHD - but only one communicates with my supplier.

So every month I now use the IHD to get a meter reading and then submit it online - it's pain but at least I can monitor my usage.

badmemory

This is the problem with smart meters.  Well the requirements for fitting them really.  Their only requirement appears to be to fit them & not that they should actually work properly.

DE_612183

badmemory said:

This is the problem with smart meters.  Well the requirements for fitting them really.  Their only requirement appears to be to fit them & not that they should actually work properly.

Depends what you mean by "work properly" - the vast majority record energy consumption - which is their primary objective.

bryanb

I did it by registering on their priority service register, and then creating a fuss about having to take manual readings

mmmmikey

badmemory said:

This is the problem with smart meters.  Well the requirements for fitting them really.  Their only requirement appears to be to fit them & not that they should actually work properly.

In an ideal world everything would work perfectly first time and the resources to fix them would be free. But we don't live in an ideal world and somebody somewhere has to prioritise resolving any issues, balancing that with the need to complete the roll out. I'm pleased I don't have that job - however you decide to go about it you can guarantee it won't suit everyone

StevieDavison

I have been trying for about 3 years now with Scottish Power. They installed gas and electric but the gas never worked due to "fault". They have promised every time I have phoned for someone to come out and fix a different meter but never do, I am sick of asking now and waiting 40 minutes for someone to answer to promise me the same thing and never deliver!  Good luck