EDF Smart meter not working - need to change supplier

Phones4Chris

Any said:

EssexHebridean said:

By the digital new unit, are you talking about the small plastic box which plugs in to a standard three pin socket, perhaps in the kitchen? If so, this is the in house display - not the smart meter. 

Can you look at your actual electricity meter, the one attached to the wall - and find the make and model and post that detail on here please. 

No, I mean the one on the wall in the cupboard.
Itron EM425-UK2

@Any
Then yes, that IS THE Smart Meter and it IS working because it's recording the usage.
The portable "In Home Display" (IHD) does NOT affect the functioning of the Smart Meter
(Is the IHD plugged in to a mains socket? - if not, it's internal battery may be low).

What may not be working is the Comms unit which is above and attached to the top of the meter as shown in the picture posted by Spoonie_Turtle 8 posts back  https://forums.moneysavingexpert.com/discussion/comment/81002541/#Comment_81002541

The Comms unit has green LED lights on it which should be flashing.
IF the comms is working correctly 3 LEDs should be flashing in unison every 5 seconds - they are labelled SW, WAN, & HAN (the first 2 and the 4th). Please confirm if they are flashing as I've described.
If NOT, which ones are flashing and at what rate (roughly).

Any

Thank you very much
There are only 2 lights - WAN and HAN on the top box
WAN is solid green. HAN is not lit at all.

Ildhund

There is a quick diagnostic test for your equipment. Visit this page: https://homebrew.n3rgy.com/, put in your 13-digit MPAN from a recent bill, tick the tiny box to confirm that you are responsible for this meter and click Check meter.  

If your meter is communicating properly, this should come back with some details of the state of the system. I don't know what it does if there's something wrong with the communications, as your solid/dark LEDs indicate, so it would be interesting to know. Whatever report you get, please copy it into a reply here, but remove the MPAN before posting to preserve your privacy.

Any

Any said:

Here it is

Any

Finally worked out how to post picture, I had to do it on laptop, phone&app does not allow me to

Swipe

For what it's worth, I have the same Itron electricity smart meter originally supplied by EDF and also have the same Security Certification Expiry warning for 25/9/2024 when running the homebrew.n3rgy.com check. So it will be interesting to see what happens after that date has passed.

Phones4Chris

@Any
Ah! This looks like you are in a Northern region - which one? And it's definitely some sort of Comms issue. There'll be others here more familiar with such issues in Northern regions.

If I were you, I'd just sign up to Octopus if you are dissatisfied with EDF (as are many when it comes to Smart Meter issues) they are much more likely to try and get the comms problem sorted if one really exists and it's not just some config problem.

BTW did you get your £30 compensation from EDF for the missed appointment?

Any

Phones4Chris said:

@Any
Ah! This looks like you are in a Northern region - which one? And it's definitely some sort of Comms issue. There'll be others here more familiar with such issues in Northern regions.

If I were you, I'd just sign up to Octopus if you are dissatisfied with EDF (as are many when it comes to Smart Meter issues) they are much more likely to try and get the comms problem sorted if one really exists and it's not just some config problem.

BTW did you get your £30 compensation from EDF for the missed appointment?

Yes, I am in North West. Greater Manchester.
I have contacted EDF this morning with complaint and threat that I will not renew with them, and apparently they are prioritising my issue.. No, I have heard absolutely nothing from them when the engineer did not turn up. They sent email that noone was home, which was blatant lie as my husband was waiting by the front window all day and I had complained back but never heard single word back. 

Ildhund

Thanks. [You could just have copied and pasted rather than taking a screenshot ]

I can't see anything particularly untoward about those details. n3rgy were able to connect to your meter and extract the information with no problem. I don't think the certificate warnings are particularly significant, but the outdated comms hub and IHD firmware might be. They might explain why its LEDs are behaving oddly, and why the IHD isn't connecting properly. 

Next step is to see whether nr3gy can retrieve usage data from the meter. If they can, the problem is undoubtedly at the supplier's end. To try this out, you have to set up an account with them. Visit n3rgy.com and click on the I'm a consumer button. On the next page, there's a Consumer sign-up button at the bottom. Click that, then follow the prompts. You'll need the GUID from your IHD for authentication; on mine it's printed on the back of it (you'll note it's not given in the status report you posted earlier - neat!).

If you manage to persuade n3rgy to send you a zip file, you'll find it contains a CSV buried several layers deep. Extract it and open it, e.g. in Notepad or equivalent. If it contains any data, there's nothing wrong at your end the EDF shouldn't be able to fix remotely. That being the case, any other supplier should also be able to, so this shouldn't be a barrier to switching.

Phones4Chris

One interesting thing I discovered about n3rgy, you can only get data (when it can communicate) in 90 day blocks BUT you can go back MORE than 13 months!! (The meter stores the last 13).