Faulty smets 2 after switch

ClaytonM

Hi All,

2 years ago I had a smets2 installed by fuse, everything worked fine.
I then moved to Tomato energy who also billed me accurately on my time of use tariff.

After they went bust I moved to octopus on the 24th November. The last action by the meter was on the 26th November and the meter displays welcome to octopus energy. They claim my meter is not communicating but it clearly was a few weeks ago.

Have they mucked up my meter? Its also showing as suspended.

Anyone else had any experience of this?

Thanks

cannugec5

You say your meter said Welcome to Octopus’ but are you sure you don’t mean your In Home Display (IHD)? My SMETS2 meter has no place to display my supplier’s name - and I’m with Octopus too. 

It is not unusual for an IHD to not work with a different supplier. However your actual meter should continue to function. Its lack of communication could be that it’s not communicating with your IHD rather than not communicating with octopus. 

Do you now have an online Octopus account and is that showing any usage and/or readings? 

QrizB

cannugec5 said:

You say your meter said Welcome to Octopus’ but are you sure you don’t mean your In Home Display (IHD)? My SMETS2 meter has no place to display my supplier’s name - and I’m with Octopus too. 

My meters (both electricity and gas) have a page in the menus where they display my supplier's name. I'm surprised yours doesn't. I'm also with Octopus.

cannugec5 said:

It is not unusual for an IHD to not work with a different supplier. 

It is unusual. But the OP hasn't mentioned an IHD at any point.

cannugec5 said:

Its lack of communication could be that it’s not communicating with your IHD rather than not communicating with octopus. 

That makes no sense. Octopus wouldn't necessarily know if the meter is communicating with the IHD, but Octopus have told the OP that the meter isn't communicating with them.

Lorian

Octopus have people that can fix these sort of issues. Just keep insisting the AI or Frontline support person you are talking to escalates your issue to the metering team 

ClaytonM

cannugec5 said:

You say your meter said Welcome to Octopus’ but are you sure you don’t mean your In Home Display (IHD)? My SMETS2 meter has no place to display my supplier’s name - and I’m with Octopus too. 

It is not unusual for an IHD to not work with a different supplier. However your actual meter should continue to function. Its lack of communication could be that it’s not communicating with your IHD rather than not communicating with octopus. 

Do you now have an online Octopus account and is that showing any usage and/or readings? 

Nope I dont have a IHD. Its on my physical meter screen. The octopus app isnt showing any readings.

ClaytonM

Lorian said:

Octopus have people that can fix these sort of issues. Just keep insisting the AI or Frontline support person you are talking to escalates your issue to the metering team 

They were very dismissive. Guess I need to just keep on at them.

luci

Have you raised a complaint with Octopus? As in, have you told them you want to make a complaint, rather than just having fruitless conversations. 

If you make the complaint official, you can take it to the Ombudsman it it's not resolved within 8 weeks.

Ildhund

ClaytonM said:

They claim my meter is not communicating but it clearly was a few weeks ago.

This little utility will tell you what DCC know about your communications equipment - the meters, the comms hub on the electricity meter and the IHD: n3rgy data Smart Meter check 
Enter your MPAN, tick the tiny confirmation box and click Check meter. You can ignore any warnings about certification.

Swipe

Ildhund said:

ClaytonM said:

They claim my meter is not communicating but it clearly was a few weeks ago.

This little utility will tell you what DCC know about your communications equipment - the meters, the comms hub on the electricity meter and the IHD: n3rgy data Smart Meter check 
Enter your MPAN, tick the tiny confirmation box and click Check meter. You can ignore any warnings about certification.

Homebrew stopped working for me when I switched to UW

t0rt0ise

Ildhund said:

ClaytonM said:

They claim my meter is not communicating but it clearly was a few weeks ago.

This little utility will tell you what DCC know about your communications equipment - the meters, the comms hub on the electricity meter and the IHD: n3rgy data Smart Meter check 
Enter your MPAN, tick the tiny confirmation box and click Check meter. You can ignore any warnings about certification.

Interesting. Says 'unknown' for everything for me.