Smart meter not showing usage data

shiraz99

Is there a technical reason why my gas smart meter hasn't been showing usage data on any app or my online account since the end of January yet my supplier (Octopus) still gets smart meter readings for it?

There's nothing wrong with comms, it just looks like the DCC are not getting the usage data for some reason yet they must be communicating OK to handle the meter reads themselves. I've asked Octopus to explain but all I get back from them is "it's with our metering team" etc and nothing gets sorted.

QrizB

Are you saying that the display on your meter is blank but the smart data is still being sent and received?

Do you have a working IHD? If you do, does the IHD have gas usage data?

EssexHebridean

If the screen on your actual gas meter is blank - and you have followed any usual steps in relation to button presses to wake it up, then there is a good chance that the battery is dying, Report to your supplier ASAP if this is the case and take readings for your own records from the IHD for as long as this is possible (if it IS possible).

The reason for reporting blank screens on the physical meter itself is that eventually the battery will die altogether and readings will stop being communicated - and at that stage you will fall prey to the dreaded estimated readings!

shiraz99

To be clear, what I'm saying is that I don't have any usage data appearing on my Octopus app or any third party app, such as Bright, Loop etc for my gas meter. The gas meter itself is communicating fine within the home and data is showing up on my IHD and I've received bills with the correct smart meter readings.

Digger_deer2026

Try it with Energyscan - although there's a small fee for this. They get all data from N3rgy. You could try and see if it works and get a refund within 14 days if it doesn't.

MeteredOut

Do you have an Octopus mini?

glennevis

https://forums.moneysavingexpert.com/discussion/comment/81910883#Comment_81910883

I use Snugg Energy to get my data from n3rgy and access is free. Explained in this article:

https://smsplc.freshdesk.com/support/solutions/articles/103000321811

shiraz99

https://forums.moneysavingexpert.com/discussion/comment/81911075#Comment_81911075

Not a working one.

shiraz99

A quick update on this. I'm still not getting gas usage data on any app and as far as I can see it's not coming from the DCC either. However I have since received a bill which is based on actual smart meter readings, so how does that work.

Octopus are now suggesting that they may want to swap out the comms hub, fair enough but why can it currently send monthly smart meter reads for the gas and electric but for some reason not communicate the half hourly readings from my gas meter. Personally I think this is a data/systems issue either at the DCC or with Octopus and they're clutching at straws a bit regarding swapping out equipment. I've had over year of issues with my smart meters and the DCC having the incorrect data regarding them and it was supposed to be fixed. Clearly not.

QrizB

This is a wild guess, but possibly when they sent out the updated tariff info at the end of January the Comms hub got out into "monthly reporting" mode and it's stuck there?

shiraz99

https://forums.moneysavingexpert.com/discussion/comment/81917686#Comment_81917686

But it's still sending half hourly data for the electric meter. I can't see what they've done to stop the gas data coming across.