Smart Meter Monitor Replacement

Islafavorita

My parents are on the Priority Register with British Gas, their very old smart meter monitor is broken (wear and tear) and I was advised that all I needed to do was call and request a replacement. Two weeks later and I am still having difficulty succeeding with this request. They obviously like to monitor their usage. Apparently their version is old. Any advice?

GingerTim

Unfortunately the energy companies aren't obliged to send out a replacement display, but you could buy your own, such as

• the ivie Bud: https://ivie.co.uk/product/ivie-bud/
• Glow: https://shop.glowmarkt.com/products/display-and-cad-combined-for-smart-meter-customers

QrizB

They obviously like to monitor their usage. Apparently their version is old

If their smart meter is from before ~2020 or so, it's likely to be an earlier SMETS1 version. These aren't always compatible with devices intended for current SMETS2 meters.

Do you know the make and model of their electricity meter - the thing screwed to the wall, not the portable monitor?

Islafavorita

Thanks. I will need to check that out as they were early smart meter users. I will be back to this, thanks. B Gas regrettably have not been very helpful as they seem to be implying we have broken the monitor! It really is just wear and tear and had its time…..

born_again

Covered a lot in energy (asked thread to be moved there) & the answer is not they do not have to provide a replacement, even switching to another company will get one.

You can buy your own.

TELLIT01

As one of the selling points of Smart Meters was the ability to monitor usage easily, shouldn't it be part of the deal for a functioning monitor to be provided?

QrizB

https://forums.moneysavingexpert.com/discussion/comment/81940886#Comment_81940886

There are some voluntary pronciples regarding replacement in-home dislays, but these allow suppliers to make replacement IHDs available for purchase. See link:

https://www.gov.uk/government/publications/smart-meter-in-home-display-voluntary-replacement-principles/smart-meter-in-home-display-voluntary-replacement-principles

Principle 2: Once the IHD is confirmed as being missing or broken and cannot be repaired, a supplier should offer a replacement IHD or provide a means by which a replacement can be purchased.

I'm not entirely sure that extends to the older SMETS1 standard meters, though, where the monitors haven't been manufactured for several years.

Islafavorita

My parents are on the Priority Register whereby….

"offering customers in vulnerable circumstances and customers who are on the Priority Services Register a replacement IHD for free or at the lowest possible cost"

Neither of which have been forthcoming.

Incidentally a B Gas engineer who had visited them recently advised them simply to call to request a replacement - sounding as if this is what normally happens….. so we pursued this… or tried to…

Islafavorita

https://forums.moneysavingexpert.com/discussion/comment/81940029#Comment_81940029

https://forums.moneysavingexpert.com/discussion/comment/81940915#Comment_81940915

So that begs the question that if I were to purchase a new monitor for example, how would I know if this is compatible with their meters? Trilliant is detailed in the electricity box Model SEAP-2001-V.

QrizB

The Trilliant SEAP-2001-V is a communications hub, and it was used with SMETS1 meters.

See for example this picture: the communications hub is on the left, the electricity meter is on the right.

Renfrewman

https://forums.moneysavingexpert.com/discussion/comment/81940915#Comment_81940915

I so want 'pronciples' to be a word!