Access to smart comms hub for gas suppliers.

arjar

My smart gas meter readings stopped working in August '24.  At that time I was contracted to Octopus energy for both gas and electric supply.  Octopus had installed the smart meters for both.  I asked them to fix it but nothing happened so I sent gas readings via the app.

In January I moved my electricity contract to Ecotricity who were offering a better deal.

In August this year the Octopus app stopped accepting gas meter readings.  I asked them to either fix the app or fix the meter.  They have done neither.  In (extended) discussion with their "Customer Happiness Specialist" they have claimed that they cannot fix the smart gas meter data transmission  problem because I moved my electricity contract, so they no longer have access to the comms hub.  If it were true, this seems to me to undermine competition, as having separate suppliers eliminates the capacity for the gas supplier to service their meter.

Has anyone else experienced this issue?  I am tempted to try complaining to the Competition authorities - but perhaps this a common issue which is already known?

As an aside - Octopus have offered me first £30 to drop the complaint, then £50.  I assume they are trying to manage their Ofgem complaint statistics.  I have refused both.

QrizB

Yes, there have been other reports that splitting your suppliers means that your gas supplier can no longer access the smart meter.

If correct, this is a DCC problem and nothing that your suppliers can fix.