Smart meter won’t connect to the network - EDF refusing to resolve the issue!!!

Smartmeterhell68

Hi there.

Our first generation smart meter won’t connect to the DCC network, an issue that I have reported to our supplier, EDF. They have said the issue is out of their control, they will not send an engineer out to look at the meter, and we therefore just have to accept the problem.

I have asked them why they can’t replace the meter from a first to second generation meter, but they simply say that it’s a network problem they can’t resolve. 

To me, this is an unacceptable response, bearing in mind it’s EDF’s responsibility to maintain smart meters that work, but it leads on to another issue re electric vehicle (EV) charging. We’re thinking of getting an EV soon, but from what I’ve read, it appears a smart meter would be required to charge it at the most efficient time (I.e. the smart meter would inform EDF what time we would be  charging the EV, so that we get the cheaper rate from an EV home tariff). Am I right in saying this? Or can you still charge an EV at home, on an EV tariff, without the smart meter working properly?

Any insight would be warmly welcomed as EDF aren’t being helpful at all! 😡

Thank you.

Swipe

Probably easier to change supplier. Try Octopus.

Smartmeterhell68

Thanks, but I’m tied to EDF for 18 months. Hence I’m keen to understand the implications of not having a working smart meter when it comes to using home EV tariffs (as we’re hoping to get an EV within the next couple of months). 

QrizB

Smartmeterhell68 said:

Thanks, but I’m tied to EDF for 18 months. Hence I’m keen to understand the implications of not having a working smart meter when it comes to using home EV tariffs (as we’re hoping to get an EV within the next couple of months). 

Most home EV tariffs need a working smart meter. The corollary of that is that, without a working smart meter, you won't qualify for most EV tariffs.

EDF might be more proactive once you have an EV and try to switch to their EV tariff.

Smartmeterhell68 said:

Our first generation smart meter won’t connect to the DCC network, an issue that I have reported to our supplier, EDF.

What model meter do you have? When did it last work?

Swipe said:

Probably easier to change supplier. Try Octopus.

Agreed.

How much is your exit fee from your EDF fix? How much would an EV tariff save you?

MikeyPGT

I had similar issues with my 'smart' gas meter from Octopus.  My best advice would be to keep at them and advise that you aren't going to pay your bills until they can provide a working meter.  My problem was compounded by the fact that it was a prepay which wasn't registering top-ups or - when it was eventually forced to accept one - deducting standing charges.  Took me the biggest part of month to sort with daily e-mails and phonecalls but - fingers crossed ...

Chrysalis

Yeah this one is not simple, because the targets are all about rollout rather than actual communicating meters.  Apparently change is coming but it isnt here yet.

So Mikey's idea adjusted, you could offer a payment that is clearly too low rather than pay nothing, explain that you wont be providing readings, and if they want to prove I am using more they are free to fix the meter.  There is obvious flaws to this approach though, and I would try other tacts first such as just harassing them like crazy.  When I first got my smart meter, even after the long delay for the readings to be visible by Octopus, my IHD was broken, and it was just relentless contacting them and moaning about it which eventually got some action taken.

Smartmeterhell68

Thanks everyone. I’m afraid this just illustrates how outrageous it is that energy companies can get away with not providing equipment that works properly. How on earth are we supposed to move towards energy efficiency if they don’t take responsibility for providing the basic requirements!!?? Appalling.

My fear is that I will encounter the same issues even if I switch supplier, which would be a huge waste of time/emotional energy, as well as costing me exit fees.

To answer QrizB’s question, the meter appears to be an “Aclara SGC1311” first generation model which last worked on Dec 6th. If it doesn’t work what’s the point of getting an EV.???

I guess I’ll have to keep hounding them! It’s another example of corporate rip off.

MattMattMattUK

Smartmeterhell68 said:

Thanks everyone. I’m afraid this just illustrates how outrageous it is that energy companies can get away with not providing equipment that works properly. 

The energy suppliers are the unfortunate middle men, the government via the regulator decided to force the suppliers to handle the rollout and make it optional for the public, whilst also setting targets for the suppliers. The government controls the supply of smart meters via it's authorisation program and there have been significant shortages, suppliers were still fined for not meeting the targets even when there were not enough meters available to install. All the planning and research before said that smart meters should be installed by the network operators on a region by region, road by road basis, the government ignored that and forced the energy suppliers to handle a system which was not properly thought through.

Smartmeterhell68 said:

How on earth are we supposed to move towards energy efficiency if they don’t take responsibility for providing the basic requirements!!?? Appalling.

A smart meter itself does not improve efficiency in the slightest. It can provide monitoring/usage data in a granular fashion which can be useful for some and it does give access to ToU tariffs which can mean cheaper energy bills, but again, that is not greater efficiency. 

Smartmeterhell68 said:

My fear is that I will encounter the same issues even if I switch supplier, which would be a huge waste of time/emotional energy, as well as costing me exit fees.

You may, however it does generally seem that Octopus are better getting these issues involved compared to other energy suppliers. The time involved in switching is less than a minute and there would be zero emotional energy. The exit fees only you can decide if they are worth it.

Smartmeterhell68 said:

To answer QrizB’s question, the meter appears to be an “Aclara SGC1311” first generation model which last worked on Dec 6th. If it doesn’t work what’s the point of getting an EV.???

Even charging on standard rate electricity an EV coats 5-6p per mile vs 16-20p+ for an ICE vehicle, although the EV on a dedicated tariff can be as low as 1.6p per mile. There are significant per mile savings to be made by driving an EV and servicing is usually considerably cheaper as well.

Smartmeterhell68 said:

I guess I’ll have to keep hounding them!

Your choices are stay as you are, keep complaining in the hope something changes or change supplier, personally I would pick the latter.

Smartmeterhell68 said:

It’s another example of corporate rip off.

It is not.

Smartmeterhell68

MattMattMattUK.

If a smart meter is required to get the most cost effective usage of an EV, then it is absolutely DOES improve energy efficiency (I.e. it will encourage people to switch from petrol cars to EVs). People will be much less likely to switch to more energy efficient EVs if smart meters aren’t reliable. Also, smart meters let people know how much energy they are using and when, which allows them to adjust usage (I.e. it encourages more energy efficiency!). Simple really.

Despite the issues with roll out, the fact of the matter is that energy companies are legally responsible for ensuring smart meters work. EDF are simply saying…it’s not connecting, we can’t/won’t fix the problem, and we won’t provide you with a replacement, but we’ll happily take the thousands of pounds per year you pay us. I am entirely comfortable calling that a corporate rip off.

I should not have to pay a higher price just because EDF won’t provide a workable smart meter (which is their legal responsibility to do), even if this higher price is cheaper than some other external options.

The point, which you appear to be missing, is that changing provider won’t guarantee that the connection issue will be resolved. Which = more time wasted = more stress = more emotional energy. 

But thanks for your helpful insight. Much appreciated.

QrizB

Smartmeterhell68 said:

I should not have to pay a higher price just because EDF won’t provide a workable smart meter (which is their legal responsibility to do),

Which law obliges EDF to provide a connected smart meter? Can you provide a reference?

Of the law exists it will be a useful one to quote when other people are in your situation.

Smartmeterhell68 said:

To answer QrizB’s question, the meter appears to be an “Aclara SGC1311” first generation model which last worked on Dec 6th.

SGC1311 is the comms hub. Is the meter a SGM13xx as pictured in this thread? (It doesn't have to be, it could be an entirely different model.)

https://forums.moneysavingexpert.com/discussion/5889504/smart-meter-display-not-working-help-needed

If it was working on Dec 6th, it's (probably) not the problem from the middle of last year that affected certain models of Aclara meters.

mmmmikey

Smartmeterhell68 said:

MattMattMattUK.

If a smart meter is required to get the most cost effective usage of an EV, then it is absolutely DOES improve energy efficiency (I.e. it will encourage people to switch from petrol cars to EVs). People will be much less likely to switch to more energy efficient EVs if smart meters aren’t reliable. Also, smart meters let people know how much energy they are using and when, which allows them to adjust usage (I.e. it encourages more energy efficiency!). Simple really.

Despite the issues with roll out, the fact of the matter is that energy companies are legally responsible for ensuring smart meters work. EDF are simply saying…it’s not connecting, we can’t/won’t fix the problem, and we won’t provide you with a replacement, but we’ll happily take the thousands of pounds per year you pay us. I am entirely comfortable calling that a corporate rip off.

I should not have to pay a higher price just because EDF won’t provide a workable smart meter (which is their legal responsibility to do), even if this higher price is cheaper than some other external options.

The point, which you appear to be missing, is that changing provider won’t guarantee that the connection issue will be resolved. Which = more time wasted = more stress = more emotional energy. 

But thanks for your helpful insight. Much appreciated.

Hi - I think you're cross purposes with MattMattMatt here. It's certainly true that EVs have lots of environmental benefits, but that's not the same as saying they are more efficient. Put it another way, EVs may use "cleaner, greener" energy than conventional petrol/diesel vehicles but they use much the same amount of energy to move them about - possibly even more dues to the weight of the batteries. I don't think that significantly changes your underlying point, though.