[thedavecollins]

Hi - and thanks for chasing this up!

I did get an email - waiting to hear back with a date.

Thanks again!

[Tommysgirl]

@thedavecollins

That's good news, and I hope they get it sorted very quickly for you. 👍

[thedavecollins]

It was all taken care of. The poor engineer though. He had to jump through the hoops of some terrible software - made him carry out all sorts of electricity checks AND switch off the electricity, even though the issue was only the gas. He kept apologising, but ut's not his fault.

Then the meter he'd been supplied didn't work - he said there's been a lot of that lately, but fortunately had a spare spare!

Anyway, all sorted now!

[Tommysgirl]

@thedavecollins

I'm glad it's all sorted for you, even though there were a few hiccups with the installation. 👍

[thedavecollins]

Thank you! And the engineer was absolutely brilliant :-)

[DeLory]

Originally Posted by thedavecollins

Then the meter he'd been supplied didn't work - he said there's been a lot of that lately, but fortunately had a spare spare!

I had new smart meters fitted a month ago and now it's clear that the gas meter is not working correctly. The installation technician also had to use a spare gas meter as the first one he tried wasn't working.

How can it be right that so many fresh-out-of-the-box meters don't work? Are they being damaged in storage or transport?

When I reported the problem, I was told that there's been "an alarm" on my account for the gas meter since 17 October (8 days), but I don't see anywhere I can see that. No warning note appears on my account when I login to the Dashboard, nor the IHD display and I can't see anywhere on the electric meter menus that might tell me this. It would really help if there was some warning I could see. The IHD reading for the gas meter matches closely the reading on the gas meter, so I guess there's no problem with communication over the HAN, although of course it doesn't update as often as the electric meter reading since the gas meter is only battery-powered.

Also the details I need to fill in for the technician's appointment should be on a web page, not replied to manually over email. When are we going to get the Dashboard updated with these smart meter details so we can see the status of the meters? I'm now waiting for an appointment

[meldrewreborn]

@DeLoryn

you haven’t said exactly what’s wrong with the gas meter!

[geoffers]

Originally Posted by DeLory

I had new smart meters fitted a month ago and now it's clear that the gas meter is not working correctly..... The IHD reading for the gas meter matches closely the reading on the gas meter, so I guess there's no problem with communication over the HAN,

@DeLory ... it sounds from your description that your gas meter actually is working perfectly okay, since you say there is a reading for it on your IHD (picked up over the HAN) so the meter is sending its ½ hourly update to the IHD

What appears to be the case is that this information isn't being transmitted back to E.On via the WAN, so the problem appears to be related to the comms hub not transmitting this. The alarm on your account is possibly because they are aware they are not receiving any data from the gas meter, not that there is a physical problem with the meter itself.

Have you downloaded the Bright app to see if you can see it there? You won't see it if there is a WAN problem, but if you can see it on Bright the problem is with E.On

[thedavecollins]

So it turns out that my new smart meter hasn't been properly commissioned.

According to a monitoring tool I use, that investigated this for me:

"This means they have likely only been commissioned to work on the supplier's network, not the open smart network. This is against supplier mandates and smart meter protocols.

You can allow some more time for your data to show. However, your supplier would be best placed to resolve this. You can let them know to connect the smart meters to the Smart Meter network as mandated by the Smart DCC. "

Any ideas how I sort this out?

[meldrewreborn]

@thedavecollins

Before going to customer services, can you tell us how long ago the installation was?