Boiler not working after smart meter installation

standuptobullies

We had a gas smart meter installed 10 days ago by Octopus at their insistence and ever since then the boiler keeps giving out and displaying an error message indicating inadequate gas supply.
We believe that the installation has caused a drop in gas pressure. We have contacted Octopus  who told us to get someone out ourselves but I think Octopus should come and check their installation first. 
I have been reading about others with similar problems and I think people should be warned about it because energy companies are forcing people to have these meters and then not taking responsibility for the work they have done.
In our case we have lost our heating at the start of winter which is a disaster!

EssexHebridean

You understand that the fact that it’s a smart meter is irrelevant to this though I hope? Presumably your old meter would have needed replacing at some stage, and assuming other variables - same fitter etc - were the same, the outcome would have been identical regardless of meter type, almost certainly.

I would be inclined to agree that an Octopus should ideally get the meter fitter (or rather, the company they use for this) back - did he check that everything was working correctly after he’d finished the installation? However in reality it might not be possible to get them to arrange this in the timescale that is needed to get your heating back on. I think if it were me I would have one final try - do you already have a complaint raised on this? If so use that same channel to state once more that this is a situation clearly caused by the meter change (I would avoid using the word “smart” at all - as said, it’s not relevant, and may just make it sound like you are one of the anti SM brigade), and that as a result of their operatives actions you now find yourself at the beginning of winter with no heating and a boiler not functioning as it should, this is unacceptable and you would like the complaint escalated urgently, please. If no suitable response to that, you may have to bite the bullet and get your own usual gas fitter in to take a look. Hopefully they will then be able to report on the issue and that may at least help you with seeking compensation from Octopus for your costs. 

Just one thought - there isn’t someone in the house who is - or should be - on the priority services register is there? 

Edited after reading the other thread you have commented on - do you know was the regulator changed at the same time as the new meter was installed?
How old is the boiler, do you know? 

400ixl

Struggling to see how the change of a meter has caused the issue as it would mean it has to have some kind of restrictor in it.

I thought it went external supply to regulator to meter to internal supply to boiler.

There are various points you can test the flow pressure, with one being just after the meter and one at the boiler. Get a heating engineer to test the pressures at these points. I believe there is a minimum it must be on the internal edge of the meter, and then the boiler needs to be within a small variance of that.

Will be far quicker to get someone to check the rates, as if they are low isn't it the network provider rather than the supplier who owns the regulator.

Reed_Richards

The gas supply would have been turned off to fit the meter.  Is there any chance that it hasn't been turned completely back on?

Keep_pedalling

I think the most likely explanation is that the meter change has caused an existing issue to show up. If, as is likely, the regulator was also changed the pressure at the meter could be lower (but still within the allowed range)  it was with the old meter but still within specification. If there is a high pressure drop in the pipework or a faulty pressure sensor in the boiler then the new pressure at the boiler is causing the fault you are seeing.

If you manage to get them back and they find the pressure at the meter is within spec then you will be charged for the call out and you will be no further forward. If you get a heating engineer out out your expense they will be able to pinpoint the issue and if it does turn out to be the regulator then you should be able to claim back your expenses from Octopus.

How far is the meter from your boiler? When was it last serviced?

Grizzlebeard

Check the gas emergency stop valve on the incoming pipe close to your meter.

The handle should be pointing directly in line with the pipe when it's fully open.

If it's at right angles to the gas pipe then it's fully off, and at any angle in between it's only partially open and would cause exactly the symptoms you describe.

When the boiler first turns on the gas in the system would be at the correct regulated pressure, but as gas is burned the pressure would fall because of the restriction to flow at the valve.

standuptobullies

Thanks for your replies and advice.

We have had various emails and conversations with Customer Services. They have now contacted their smart meter team with a request for them to arrange a follow up but nobody has got back to us yet and it's now Friday evening.

In my view if they want to fit a smart gas meter they should contact you first to find out what boiler and heating system you have; and make sure it is all properly tested afterwards, including gas pressure if necessary. The only test they did on ours was done by a trainee who didn't stay long enough and the guy with him didn't even come up to see the boiler. No wonder it doesn't work. 

There should certainly be a follow up visit for those experiencing problems following the installation.

EssexHebridean

Ok - so was the regulator changed at the same time as they changed the meter? There seems to be mixed experience on this - some say theirs were, others say not. 

Again though, that the new meters are smart ones is irrelevant.

born_again

standuptobullies said:

Thanks for your replies and advice.

We have had various emails and conversations with Customer Services. They have now contacted their smart meter team with a request for them to arrange a follow up but nobody has got back to us yet and it's now Friday evening.

In my view if they want to fit a smart gas meter they should contact you first to find out what boiler and heating system you have; and make sure it is all properly tested afterwards, including gas pressure if necessary. The only test they did on ours was done by a trainee who didn't stay long enough and the guy with him didn't even come up to see the boiler. No wonder it doesn't work. 

There should certainly be a follow up visit for those experiencing problems following the installation.

They will have to have bled the air out & part of that is to check pressure.

oldagetraveller1

born_again said:

standuptobullies said:

Thanks for your replies and advice.

We have had various emails and conversations with Customer Services. They have now contacted their smart meter team with a request for them to arrange a follow up but nobody has got back to us yet and it's now Friday evening.

In my view if they want to fit a smart gas meter they should contact you first to find out what boiler and heating system you have; and make sure it is all properly tested afterwards, including gas pressure if necessary. The only test they did on ours was done by a trainee who didn't stay long enough and the guy with him didn't even come up to see the boiler. No wonder it doesn't work. 

There should certainly be a follow up visit for those experiencing problems following the installation.

They will have to have bled the air out & part of that is to check pressure.

And a test for any reduction in pressure over a specific time period (leakage detection).

When my gas "smart" meter was installed the pressure regulator was replaced plus any required tests.

The installer also requested that my gas hob was tried (all four rings simulaneously) and my gas boiler flashed up at the same time.

It would seem that some installs are more thorough than others.

Chrysalis

This doesnt seem to be a common problem, I think you have been very unlucky, good news Octopus have escalated it.
My smart meter guy went above and beyond, he warned me the gas would be off temporarily, I told him my boiler had trouble lighting up again and it was very hard to access (my old boiler), so he pushed out the washing machine and relit it for me, then pushed the washing machine back.