The Smart Meter issue

Roballison

Hi All 
I am not against smart meters in any way as I can see there advantages depending on what your needs are from your energy. 
Sorry this is long...

But there is a big issue with meters not working correctly. It appears the way that the government have allowed the metering networks to be setup and ran is a disgrace, with no one taking responsibility. 

My issue has been ongoing since 2020 with the smart meter failing to send readings. 

British Gas were contacted and have installed 4 new smart meters and about 11 communication units( the box that sends the information) 
Being unable to access it any cheap rate electricity rates i .e. EV tariffs. I am being significantly over charged against what i should potentially be able to access. 

Being at the end of my tether with replacement parts and no resolution I have contacted the ombudsman in a hope there could be something done. 

But alas that was yet another pointless task. As the resolution from the ombudsman does nothing as British Gas or and system operator has no responsibility for the meters to work. 

So how is this ever going to be resolved as the government wants the reliance to change to these smart meter systems. 

Mr Milibands dream, others nightmare.


This is the resolution from the ombubsman, or basically no resolution as nothing can be done.

n reviewing your dispute I have found –

*I understand your contact with British Gas about this matter has been ongoing since the start
 of last year in terms of your complaints. I note you had a smart meter fitted in November 
2020 and January of this year, though the meters have not been able to send readings.

*During this time, as confirmed by both parties, I understand British Gas has sent engineers 
also to try and get the meters sending readings remotely, though it has been unable to. This 
has resulted in several complaints I understand which British Gas has closed after visiting 
and being unable to get the meters sending readings.

*I understand this meant you cannot gain an EV tariff. Given British Gas has changed the
 meter, it is likely the issue may be one of the wider signal reaching the meter and meaning 
readings can be polled from the meter, as there is evidence as British Gas confirms that a 
few readings have been taken from the current meter, though not regular ones required for 
an EV tariff.

*When it comes to smart metering, currently energy suppliers are not obligated to provide 
smart meters, and only meters which can record usage at source. This means we cannot state 
a supplier must ensure it provides a smart meter which is gaining smart meter readings and 
therefore that it must provide an EV tariff whilst this is reliant on half hourly readings 
from a smart meter.  

*The expectation however is that where a smart meter is fitted, the supplier will do what it 
can to try and ensure readings can be received. I note British Gas has seemingly attended 
several times to the meters and offered now again to change the meter to see if this assists.
 I feel with a further metering appointment, nothing further could be expected of British Gas 
and would hope this may help gain firm connection with the meter by having the latest type.

*I would however highlight if changing the meter again does not resolve the lack of readings,
 realistically the issue is with the signal coming to the meter, 
something outside British Gas’ control. In this scenario, future improvements of the 
smart metering network will likely assist, though as above, nothing further could be 
expected of British Gas at this stage. Ill propose it does change the meter in the hope of 
gaining regular readings then.

*British Gas has stated if it can make connection, it can then look to provide a credit for 
a backdated EV tariff. It does this I understand by working out an average daily amount of 
savings which could have been made on an EV tariff historically. It uses data from its 
customer base to work this out. This isn’t something we would necessarily expect from 
British Gas given the above in terms of smart metering expectations, though as British Gas
 has proposed it, ill also include this as a remedy. 

*I note British Gas has also proposed an apology and goodwill payment of £150 due to the 
ongoing nature of your contact because of the issue, and shortfalls in the handling of your 
concerns, where it appears to recognise what’s evident from a lack of contact to you at times.
 I consider this is also fair and will therefore put this forward as a remedy.

Scot_39

Where in the UK are you - North so traditionally on Arqiva LRR - or South - traditionally on Telefonica (02) 2G cellular.

Do you have vodafone reception in the area ?

As 4G (vodafone not Telefonica O2) cellular hubs are now available.

If cellular - have BG attempted to fit either an internal off comms hub aerial T1/T2 type - even potentially an external T3 one ?

https://www.smartme.co.uk/smets-2

Note also that site says from May this year 4G is now available in the North - the old Arqiva area.

"Note that from the 30th May 2025 it has now been agreed to use 4G communications hubs in Scotland and the North."

Reed_Richards

I'm in the north (Arqiva Long Range Radio) and my smart meter stopped reporting after working for 2 years.  At the second attempt to fix the problem the installer tried a cellular comms hub but that failed because the cellphone reception in my house is very poor.  Then he tried a regular (LRR) comms hub attached to the meter by a flying lead about 0.6m long and that worked.

In the south I believe meters can be fitted with an external aerial.

My point is there are more possible technical solutions than you might have been made aware of, some of which have only become available recently.