Dimplex Quantum British Gas tariff issue

Mikesww

Is anyone on the BG quantum tariff and had issues with heaters not charging?  This is our first winter on this tariff.  Over the last week the flat is getting colder so on my app I’ve slowly upped the temperature and noticed all the heaters just blow cold.  Last night I set the temperature on my schedules to 26 degrees (all 3 heaters) to try and get them to heat but they are still cold.  The fan comes on all 3.  The hub is on, connected and working.  The thermostats seem to be reading correctly as when I cycle through the menu it shows various times it has recorded the temperature.  I’m beginning to think it’s a BG issue where they are not charging our heaters.  Any ideas or anyone else had similar as I’m a bit stuck. 

Swipe

Have you recently had your meter replaced?

Mikesww

Swipe said:

Have you recently had your meter replaced?

No.  We switched in July to BG Quantum and our hot water heat battery suddenly stopped charging.  It turned out BG switched us to a single rate upon joining which cut off the night rate, but that was resolved after some complaining and we were put back to a 2 rate on Quantum tariff.  Since then the heat battery charges fine overnight on its timer but we’re now discovering the heaters aren’t taking any heat in.  Do you think it could be to do with the meter then? 

Swipe

In that case, it's not the physical meter. Could possibly be an incorrect smart meter config by BG. Have you also checked to see if any off peak circuits haven't been tripped or cartridge fuse blown on an old consumer unit system? 

Mikesww

Swipe said:

In that case, it's not the physical meter. Could possibly be an incorrect smart meter config by BG. Have you also checked to see if any off peak circuits haven't been tripped or cartridge fuse blown on an old consumer unit system? 

Yeah, all checked.  Nothing tripped.  Very odd as we’re getting off peak electricity- the heat battery heats up, and off peak meter readings increase by a small amount for that. But 0kwh used on all 3 heaters and they won’t take on any heat.

lohr500

When the heat battery stopped charging, did you have to make any changes to the timer to get it working again once BG moved you onto the 2 rate tariff?

Are you able to take and attach some photos of the meter and all the consumer units (fuse boxes) you have? Blank out any identification numbers such as the meter number.

Depending on how the wiring is configured, they may be a remote possibility that BG have reinstated the 2 rate tariff but have failed to configure the meter to correctly actuate a relay inside it which switches on power to the dedicated off peak circuits during the off peak time window. If the off peak trigger signal for the Quantums is wired to a consumer unit that should be energised when the off peak relay triggers, but the heat battery is wired to the 24/7 circuits, this could be the cause. Unlikely though as if this is the case, it wouldn't explain why the heat battery stopped working when they put you onto the Quantum tariff. Unless the heat battery timer had an unrelated issue.
 

Mikesww

lohr500 said:

When the heat battery stopped charging, did you have to make any changes to the timer to get it working again once BG moved you onto the 2 rate tariff?

Are you able to take and attach some photos of the meter and all the consumer units (fuse boxes) you have? Blank out any identification numbers such as the meter number.

Depending on how the wiring is configured, they may be a remote possibility that BG have reinstated the 2 rate tariff but have failed to configure the meter to correctly actuate a relay inside it which switches on power to the dedicated off peak circuits during the off peak time window. If the off peak trigger signal for the Quantums is wired to a consumer unit that should be energised when the off peak relay triggers, but the heat battery is wired to the 24/7 circuits, this could be the cause. Unlikely though as if this is the case, it wouldn't explain why the heat battery stopped working when they put you onto the Quantum tariff. Unless the heat battery timer had an unrelated issue.
 

To be honest, I can’t exactly remember the issue with the battery as I was away with work and OH was relaying info.  I think the lights went off on it, there was a lot of switching on/off of switches and timers so possibly that was inadvertently caused by us.  I vaguely remember also the heaters may not have worked but it wasn’t really noticeable because it was late spring/summer and I put it down to the issue switching.  BG told me they had put us on one rate while Quantum was being set up, and all usage was recorded as daytime.  They apologised and confirmed now 2 rate and I did some readings to confirm battery using night rate.  By this point the heaters weren’t needed…. I’m now thinking you’re right and actually the heaters are calling for energy on the night but it’s not been activated.  Is that a simple fix for BG? I’ll send you a message with some pics of the consumer unit etc shortly.  Thanks so much for your help. 

GibbsRule_No3.

Do the heaters give off heat if you use the boost option or is it still cold air?  

Mikesww

GibbsRule_No3. said:

Do the heaters give off heat if you use the boost option or is it still cold air?  

I’ve boosted during the day only and yeah they heat and give off hot air.  Not tried boosting during night period.

GibbsRule_No3.

Mikesww said:

GibbsRule_No3. said:

Do the heaters give off heat if you use the boost option or is it still cold air?  

I’ve boosted during the day only and yeah they heat and give off hot air.  Not tried boosting during night period.

I was just wondering if the entire thing had gone, but as you say if it is heating on the boost, then it sounds like it is not the heater element part that has stopped. Hope you find a solution soon.

Swipe

As stupid as it sounds, based on BG's incompetence, I think you'll have more luck having the smart meter replaced than BG actually configuring the existing one to switch correctly. The 5 port E7 ones are pre-configured, so if a meter replacement is an option, I'd go with that if their available appointment time isn't too far in the distance.