Smart Meter Not Sending Data to DCC (2+ weeks now)

Phones4Chris

@MeteredOut BG were taking Gas only customers a while back, I moved to them, had no issues, but I don't have a smart gas meter either.
Not heard of any specific issues with getting data from the Kafia MA120.
Your latest comments still suggest the problem is at the DCC IMHO and chasing Octopus for the lack of data on your account is probably the best way to get it resolved. You might like to add to your moan that you find it unacceptable as unless you provide manual readings, they will undoubtedly produce estimated bills - not acceptable!

MeteredOut

Phones4Chris said:

@MeteredOut BG were taking Gas only customers a while back, I moved to them, had no issues, but I don't have a smart gas meter either.
Not heard of any specific issues with getting data from the Kafia MA120.
Your latest comments still suggest the problem is at the DCC IMHO and chasing Octopus for the lack of data on your account is probably the best way to get it resolved. You might like to add to your moan that you find it unacceptable as unless you provide manual readings, they will undoubtedly produce estimated bills - not acceptable!

I complained about not getting my January bill (the comms stopped towards the end of the month). Octopus thought the fix for that was to send me a partial bill for January based on the readings they did have

I'm not sending them any meter readings as I've on IOG and don't want them to send an estimated bill using SVT rates.

I very much doubt the issue is with the meter.

Out of the blue, I did get an email from Octopus today saying

"Your meter connection is intermittent at the moment. I am trying to retrieve the missing data currently, and I will let you know what I find."

Funny choice of words, but at least someone is looking into it, as i only raised the issue via Twitter.

MeteredOut

Still no readings from my smart meter since 30th Jan.

Octopus are saying I've to wait another 14 days, and if nothing comes through, they'll send an engineer out to power cycle the meter. It's shocking that there's no way for a consumer to reboot these things.

They also said "All data is stored on the meter for thirteen months so once it is reconnected, we can pull through the missing data and bill you up to date."

Meanwhile Loop sent me this

"This is a quick update to your query. Our data partner has confirmed that your smart meters have comms issues.

When issues arise, DCC alerts (in your case: E21) are typically generated when there is an issue with the firmware, configuration settings, or another operational aspect that prevents the smart meter from functioning correctly.

Since energy suppliers are responsible for making sure the data is running smoothly across the DCC network and have the right tools to manage smart meters, they’re in a position to help troubleshoot the issue."

There's a few references online about the E21 alert, but nothing I can act upon

QrizB

MeteredOut said:

Octopus are saying I've to wait another 14 days, and if nothing comes through, they'll send an engineer out to power cycle the meter. It's shocking that there's no way for a consumer to reboot these things.

Pulling the DNO fuse will reboot the meter.
This is not a recommended course of action, as you're not allowed to do this!

MeteredOut

QrizB said:

MeteredOut said:

Octopus are saying I've to wait another 14 days, and if nothing comes through, they'll send an engineer out to power cycle the meter. It's shocking that there's no way for a consumer to reboot these things.

Pulling the DNO fuse will reboot the meter.
This is not a recommended course of action, as you're not allowed to do this!

Yeah, I think i'll leave that alone. Hoping for a power cut

Phones4Chris

MeteredOut said:

QrizB said:

MeteredOut said:

Octopus are saying I've to wait another 14 days, and if nothing comes through, they'll send an engineer out to power cycle the meter. It's shocking that there's no way for a consumer to reboot these things.

Pulling the DNO fuse will reboot the meter.
This is not a recommended course of action, as you're not allowed to do this!

Yeah, I think i'll leave that alone. Hoping for a power cut

Just had one of those   
I guess your Bright App isn't getting the data either then?

MeteredOut

Phones4Chris said:

MeteredOut said:

QrizB said:

MeteredOut said:

Octopus are saying I've to wait another 14 days, and if nothing comes through, they'll send an engineer out to power cycle the meter. It's shocking that there's no way for a consumer to reboot these things.

Pulling the DNO fuse will reboot the meter.
This is not a recommended course of action, as you're not allowed to do this!

Yeah, I think i'll leave that alone. Hoping for a power cut

Just had one of those   
I guess your Bright App isn't getting the data either then?

Nothing in Bright either. The weird thing was when the readings stopped at the end of Dec, and Octopus managed to get them flowing again a few weeks later, they appeared in Bright ok, but never in n3rgy (and therefore not in Loop or Hugo), so I suspect the "fix" last time wasn't a full fix.

MeteredOut

To close this one out (for now) - something either Octopus, Bright, Hugo, Loop, or even just a random event in the universe, caused the smart meter to start sending data to both Octopus and EDF again.

I did get an engineer visit afterwards - it was scheduled before the comms started working again, but Octopus' twitter team recommended to still let the come out, but they didn't do anything (not even a power cycle) and apparently it was an account setup issue.

I got back to the twitter team with that - i'm not sure if they did anything else, but they did request the back data from the meter and it started flowing through, but only the previous months worth of 1/2 hour data initially. I thought I'd read somewhere that the meters only store 1 month of 1/2 hour data, but after another couple of request to their twitter team, the full data is now showing on the Octopus app for the full period where it was missing.

The historic data is not been pulled through to EDF (not concerned about that), but only electricity is downloadable from n3rgy.com (alongside Hugo and Loop) from 30/12/24 but Bright has started receiving both Electricity and Gas usage again.

I'm not convinced the meter is not going to stop communicating again.

Phones4Chris

The meter (if working correctly!) should store 13 months of HH data. It should also store 31 days of import and export register readings.

Reed_Richards

In a few weeks time it will be 13 months since my meter stopped recording data for a couple of weeks; data that was never recovered.  If it's a bad section of internal memory then it's going to be used again around 16th April.