Energy supplier that will change SMETS2 meter?

Marty_NUFC

I have had smart meters installed since 2019 and the gas meter is working fine and sending reads automatically, the electricity meter has never worked and is non communicating so won't send reads.

I can read the meter reading off the display so EDF have said they will not change a functioning SMETS2 meter just because it's not communicating! So are there any other suppliers that would change it? 

Clearly the comms hub is working as the gas meter is sending reads fine but the electricity meter never has they sent someone out who tried to rejoin the meter to the comms hub and it wouldn't work so they confirmed it would need changing. 

QrizB

If you choose a smart tariff, EDF will (or should) take the necessary steps to make your smart meter work.

Or you can switch to another supplier and choose one of their smart tariffs, then ask them to fix it. Octopus are not quite as quick to fix meters as they once were, but they're better than average.

Bendo

When something went wrong with adopting my SMETS1 meter and EON refused to do anything about it,  I  took the stance of forwarding every single  email the sent requesting a reading to their complaints address saying if they wanted a reading, sort it with the DCC or send someone to read it themselves..

At that point I was on a 2 year fix and was tracking my usage via Hugo app and knew my usage and costs so it was no skin of my nose. Probably had no effect but the enrolment issue did eventually get sorted.

Phones4Chris

@Marty_NUFC Raise a Formal Complaint with EDF.

Ildhund

Marty_NUFC said:

I have had smart meters installed since 2019 and the gas meter is working fine and sending reads automatically, the electricity meter has never worked and is non communicating so won't send reads.

That's odd. The gas meter can only send data via the communications hub (CH), which is usually intimately connected to the electricity meter. The gas connection to the CH is wireless, but the CH is literally plugged in to the electricity meter. Could you check what n3rgy's little tool says? n3rgy data Smart Meter check 

The CH is getting power via its interface with the meter, so it's just the data transfer across that interface that's failing. That could indicate a problem at either end of the connection. The obvious way to check which end is at fault is to swap out the CH, which can be done without having to pull the main fuse. Has anyone suggested this? 

Phones4Chris

@Marty_NUFC Before you post any results, delete any GUIDs and MPANs that appear in the result as these are "personal data".
@Ildhund whilst the results of the above may be interesting, your comment seems to assume that it's the interface that's the problem and seems to ignore the possibility of a part of the Electricity meter being faulty.
Whilst swapping the Comms hub is something that could be done as you say without pulling the main cut-out fuse, pulling the fuse would still be a sensible thing to do first as that is all that may be required to "reset" the meter if it's that at fault (rather than faulty).

Marty_NUFC

Ildhund said:

Marty_NUFC said:

I have had smart meters installed since 2019 and the gas meter is working fine and sending reads automatically, the electricity meter has never worked and is non communicating so won't send reads.

That's odd. The gas meter can only send data via the communications hub (CH), which is usually intimately connected to the electricity meter. The gas connection to the CH is wireless, but the CH is literally plugged in to the electricity meter. Could you check what n3rgy's little tool says? n3rgy data Smart Meter check 

The CH is getting power via its interface with the meter, so it's just the data transfer across that interface that's failing. That could indicate a problem at either end of the connection. The obvious way to check which end is at fault is to swap out the CH, which can be done without having to pull the main fuse. Has anyone suggested this? 

The engineer who came out from MPAAS removed the mains fuse to check which side was the issue as he said this electricity meter type should auto join to the HAN and it might trigger it to try and do this again. 

When this didn't work he tried to manually join it again and when that didn't work he said the comms hub is fine it's the meter that is the issue and needs changing. 

This is what the energy report shows minus my MPXN or GUID.. 

Communications Device (Smart DCC responsibility)

Device Type: CHF

Manufacturer: EDMI [106C]

Model: unknown [433100AD]

GUID: 

Installed: 2019-07-29

Firmware Certified: 08/04/2024

Firmware Age: 0 [4010F426] (number of newer versions available)

Security Expiry Date: 2029-10-31 00:00:00

Electricity Meter (Energy Supplier responsibility)

Device Type: ESME

Manufacturer: ITRON [1028]

Model: EM425-UK2 [D7000103]

GUID: 

Firmware Certified: 25/04/2019

Firmware Age: 13 [045D043B] (number of newer versions available)

 - Warning: Meter firmware is older than expected (greater than 4)

 - No Export MPAN configured

 - Import MPAN configured []

Security Expiry Date: 2024-09-25 00:00:00

 - Warning: Security Certification will expire in less than 3 months or has already expired

 - Warning: Device Configuration has not been completed [WHITELISTED]

Gas Proxy Function (Part of the Communications Device)

Device Type: GPF

Manufacturer: EDMI [106C]

Model: unknown [433100AD]

GUID: 

Installed: 2023-05-16

Firmware Certified: 08/04/2024

Firmware Age: 0 [4010F426] (number of newer versions available)

Gas Meter (Energy Supplier responsibility)

Device Type: GSME

Manufacturer: L+G [1063]

Model: G470-672 [47720101]

GUID: 

Installed: 2023-05-10

Firmware Certified: 06/07/2023

Firmware Age: 0 [03035524] (number of newer versions available)

Security Expiry Date: 2024-06-24 00:00:00

 - Warning: Security Certification will expire in less than 3 months or has already expired

Ildhund

OK. It's always good to tell us everything you know first off, so we don't go making silly suggestions that you know haven't produced anything helpful. Your n3rgy report is interesting for three reasons:

1. There's no mention of an IHD. Did you not get one? Or is it just switched off because it wasn't working? If the gas meter's able to connect with the CH, the IHD should also be able to.
     
2. " Manufacturer: ITRON [1028]
   " Model: EM425-UK2 [D7000103]
   " Firmware Certified: 25/04/2019
   " Firmware Age: 13 [045D043B] (number of newer versions available)"
   ... the meter's firmware hasn't ever been updated by the look of it. This may of course be because it can't call home.
     
3. " - Warning: Device Configuration has not been completed [WHITELISTED]
   I'm not quite sure what that means, but it's perhaps because the configuration has to be completed over-the-air, which again won't happen - see (2). 

The missing or inoperative IHD may be your best bet to persuade EDF to exchange your meter; the supplier is bound to supply one, get it working and explain how to use it. If you weren't given one, or it's never worked if you were, they're in contravention of the rules. Have you submitted a formal complaint? If they don't produce a satisfactory resolution within eight weeks, you can then get the ombudsman to beat them about the head.