SMART METERS FAILURE TO COMMUNICATE

MGscotti

I am having trouble with my EDF Smart Meter and its failure to transmit data. I have a EV and are on a EV Tariff. When the data is not transmitted you will be charged for that EV charge at the full day time rate. This also goes for their Sunday Saver. With the transmission being lost nearly weekly it is it worth having the EV Tariff. EDF have said nothing they can do. I have referred this to the Energy Ombudsman.

DE_612183

if you have a smart meter I thought the data should be stored on the meter as well as being transmitted - not sure how long it's stored - have you raised a complaint and had a deadlock letter from EDF?

MGscotti

The complaint has been accepted by the Ombudsman. A letter was provided by EDF. One of the points is that the meter is not storing the data so that is why you get charged the day rate for your so called cheap rate tariff.

DE_612183

yes, that seems wrong - if the meter is faulty it should be replaced ( unless it's something to do with the internal wiring that causing the issue of data ). Then you should get bills "estimated" on what would have been recorded on the cheaper tariff - sometimes this requires a new meter to be in situ for a period of time to assess average usage.

What reason did EDF give in their letter - surely they didn't just say there was "nothing we can do"

MattMattMattUK

MGscotti said:

I am having trouble with my EDF Smart Meter and its failure to transmit data. I have a EV and are on a EV Tariff. When the data is not transmitted you will be charged for that EV charge at the full day time rate. This also goes for their Sunday Saver. With the transmission being lost nearly weekly it is it worth having the EV Tariff. EDF have said nothing they can do. I have referred this to the Energy Ombudsman.

MGscotti said:

The complaint has been accepted by the Ombudsman. A letter was provided by EDF. One of the points is that the meter is not storing the data so that is why you get charged the day rate for your so called cheap rate tariff.

You need to wait for the Ombudsman. 

The chance are they will recommend EDF replace the meter if the issue is the meter itself, however it could be signal at your home, in which case there will be nothing that they can likely do in the short to medium term (there are aerials that can be fitted in some circumstances, but they are geographically limited). EDF are not going to do anything whilst they wait for the ombudsman. 

MWT

DE_612183 said:

Then you should get bills "estimated" on what would have been recorded on the cheaper tariff - sometimes this requires a new meter to be in situ for a period of time to assess average usage.

What reason did EDF give in their letter - surely they didn't just say there was "nothing we can do"

You can argue the point, but the T&Cs for these types of tariff normally contain wording that explicitly provides for the use of the SVT if the HH meter data cannot be retrieved.

QrizB

MWT said:

DE_612183 said:

Then you should get bills "estimated" on what would have been recorded on the cheaper tariff

You can argue the point, but the T&Cs for these types of tariff normally contain wording that explicitly provides for the use of the SVT if the HH meter data cannot be retrieved.

It's stated on EDF's website here:

https://www.edfenergy.com/eligibilityandfeatures

Your smart meter needs to continuously communicate with us so we can set you up on our GoElectric tariff and bill you based on your half-hourly meter readings. We’ll send written confirmation to let you know if your smart meter has accepted your new tariff. If we’re unable to communicate with your meter at any time, we won’t be able to keep you on our GoElectric tariff and you’ll be placed on our single rate Standard Variable tariff.

If the OP's smart meter isn't communicating, they're effectively on the SVT.

DE_612183

QrizB said:

MWT said:

DE_612183 said:

Then you should get bills "estimated" on what would have been recorded on the cheaper tariff

You can argue the point, but the T&Cs for these types of tariff normally contain wording that explicitly provides for the use of the SVT if the HH meter data cannot be retrieved.

It's stated on EDF's website here:

https://www.edfenergy.com/eligibilityandfeatures

Your smart meter needs to continuously communicate with us so we can set you up on our GoElectric tariff and bill you based on your half-hourly meter readings. We’ll send written confirmation to let you know if your smart meter has accepted your new tariff. If we’re unable to communicate with your meter at any time, we won’t be able to keep you on our GoElectric tariff and you’ll be placed on our single rate Standard Variable tariff.

If the OP's smart meter isn't communicating, they're effectively on the SVT.

Yes, I get that - but if the meter is faulty - which is implied if it's not storing data as well as not transmitting data surely that's wrong?

It's unfair contractual terms - like saying if the meter is faulty and records 10x actual usage by mistake - tough you still have to pay.

QrizB

DE_612183 said:

Yes, I get that - but if the meter is faulty - which is implied if it's not storing data as well as not transmitting data surely that's wrong?

And that's a point where we could do with some clarification from the OP and/or EDF.

Their first post states that the smart meter isn't communicating / isn't transmitting the data, but the second says that EDF claim the comms hub isn't storing the data. Those are two different problems.

The meter is meant to store at least 13 months of half hourly (HH) data and index readings. See https://forums.moneysavingexpert.com/discussion/comment/80862015/#Comment_80862015

We know from the experience of Octopus customers that sometimes HH data is missing when Octopus pull it from the meter, but a repeat of the data pull usually fills in the gaps. It's not clear whether, in this thread, the OP's meter is "sending data with gaps" which EDF are then unable/unwilling to repeat the request for, or whether theeter is simply not storing the data at all.

The former problem is an operational issue for EDF. The latter suggests a fault (similar to the occasional issues with Aclara and Kaifa meters).

https://forums.moneysavingexpert.com/discussion/comment/81533530#Comment_81533530

OP can you share a photo of your electricity meter and the comms hub? What make/model are they?

MGscotti

Basically the meter goes offline. When it reconnects it does not transmit data. The Gas and electricity meters can be off line at different times. EDF basically have said there is nothing they can do. Interesting though I can retrieve missing data on my IVIE Bud. So the implication is that Data is being sent but EDF can't be bothered to repeat the request. We will await the Ombudsman ruling.

MWT

MGscotti said:

Basically the meter goes offline. When it reconnects it does not transmit data.

That is normal, the smart meters respond to requests, they do not schedule transmission of data.

So if the meter is 'offline' when EDF have the DCC send out a request then they get no data. They would have to request the data again in order to get the meter to send it.

(Loose description as the gas meter only passes data to the comms hub it does not directly respond to a DCC data request. the comms hub handles that part).

It does sound like the data is being recorded though, so it is just a matter of persuading EDF to process a retrieval request for the missing periods.