Earlier this year my energy supplier (EDF) said our gas and electricity meters had expired their calibrations and had to be replaced. I accepted their offer to replace them by smart metering. In May we got our smart meters and the usual in-home displayand all worked fine for a month. Then it showed "supply disconnected contact your supplier". I did so, and in late June a technician called and eventually diagnosed a fault with the comms unit on the electricity meter and replaced it. The in-home display
EDF denied that it was the same fault again and over the next few months insisted on sending a succession of technicians and also posted us a series of in-home displays, none of which worked at all. All showed that they were not getting data from themeter, even when sited within a few inches of it (so it was not a weak signal, more a complete absence of signal). It was obvious that the comms module had failed again, but EDF claimed that it was sending readings regularly to their servers over the
I took this to the Energy Ombudsman reasonably confident that they would rule in my favour, but I got their judgement last week and they say that it would be unreasonable to expect EDF to repair the meter again and that the in-home display is not arequired element of the smart meter system.
I was relying upon a statement on their website https://www.energyombudsman.org/smart-meters which saysrepair or replace the in-home display free of charge."
"If you report a fault with the in-home display within 12 months of the date of installation, and your supplier is satisfied that the fault isn’t due to a failure by the customer to keep the in-home display in good working order, the supplier must
Actually I'm not too fussed about the information provided by an in-home display: it's mildly useful, but we've managed many years without one. However the National Grid is starting to roll out schemes like "Peak Saver" which depend on consumersreducing their electricity usage at predicted peak periods and I think that without a working in-home display we won't be able to take part in such schemes so may lose money.
There doesn't appear to be any mechanism for appealing against a decision by the Energy Ombudsman unless one can demonstrate that the facts have changed. Are there any other ways of making progress, or has anyone else any experience of using the EnergyOmbudsman?
--
Clive Page
Actually I'm not too fussed about the information provided by an in-home display: it's mildly useful, but we've managed many years without one. However the National Grid is starting to roll out schemes like "Peak
Saver" which depend on consumers reducing their electricity usage at predicted peak periods and I think that without a working in-home
display we won't be able to take part in such schemes so may lose money.
Earlier this year my energy supplier (EDF) said our gas and electricity meters had expired their calibrations and had to be replaced. I accepted their offer to replace them by smart metering. In May we got our smart meters and the usual in-homedisplay and all worked fine for a month. Then it showed "supply disconnected contact your supplier". I did so, and in late June a technician called and eventually diagnosed a fault with the comms unit on the electricity meter and replaced it. The in-
EDF denied that it was the same fault again and over the next few months insisted on sending a succession of technicians and also posted us a series of in-home displays, none of which worked at all. All showed that they were not getting data from themeter, even when sited within a few inches of it (so it was not a weak signal, more a complete absence of signal). It was obvious that the comms module had failed again, but EDF claimed that it was sending readings regularly to their servers over the
I took this to the Energy Ombudsman reasonably confident that they would rule in my favour, but I got their judgement last week and they say that it would be unreasonable to expect EDF to repair the meter again and that the in-home display is not arequired element of the smart meter system.
I was relying upon a statement on their website https://www.energyombudsman.org/smart-meters which saysrepair or replace the in-home display free of charge."
"If you report a fault with the in-home display within 12 months of the date of installation, and your supplier is satisfied that the fault isn’t due to a failure by the customer to keep the in-home display in good working order, the supplier must
Actually I'm not too fussed about the information provided by an in-home display:
Earlier this year my energy supplier (EDF) said our gas and electricity meters had expired their calibrations and had to be replaced. I accepted their offer to replace them by smart metering. In May we got our smart meters and the usual in-homedisplay and all worked fine for a month. Then it showed "supply disconnected contact your supplier". I did so, and in late June a technician called and eventually diagnosed a fault with the comms unit on the electricity meter and replaced it. The in-
EDF denied that it was the same fault again and over the next few months insisted on sending a succession of technicians and also posted us a series of in-home displays, none of which worked at all. All showed that they were not getting data from themeter, even when sited within a few inches of it (so it was not a weak signal, more a complete absence of signal). It was obvious that the comms module had failed again, but EDF claimed that it was sending readings regularly to their servers over the
I took this to the Energy Ombudsman reasonably confident that they would rule in my favour, but I got their judgement last week and they say that it would be unreasonable to expect EDF to repair the meter again and that the in-home display is not arequired element of the smart meter system.
I was relying upon a statement on their website https://www.energyombudsman.org/smart-meters which saysrepair or replace the in-home display free of charge."
"If you report a fault with the in-home display within 12 months of the date of installation, and your supplier is satisfied that the fault isn’t due to a failure by the customer to keep the in-home display in good working order, the supplier must
Actually I'm not too fussed about the information provided by an in-home display: it's mildly useful, but we've managed many years without one. However the National Grid is starting to roll out schemes like "Peak Saver" which depend on consumersreducing their electricity usage at predicted peak periods and I think that without a working in-home display we won't be able to take part in such schemes so may lose money.
There doesn't appear to be any mechanism for appealing against a decision by the Energy Ombudsman unless one can demonstrate that the facts have changed. Are there any other ways of making progress, or has anyone else any experience of using the EnergyOmbudsman?
[DETAILS OF SITUATION SNIPPED]
There doesn't appear to be any mechanism for appealing against a
decision by the Energy Ombudsman unless one can demonstrate that the
facts have changed. Are there any other ways of making progress, or
has anyone else any experience of using the Energy Ombudsman?
On Mon, 4 Dec 2023 10:58:16 +0000, Clive Page <usenet@page2.eu> wrote:display and all worked fine for a month. Then it showed "supply disconnected contact your supplier". I did so, and in late June a technician called and eventually diagnosed a fault with the comms unit on the electricity meter and replaced it. The in-
Earlier this year my energy supplier (EDF) said our gas and electricity meters had expired their calibrations and had to be replaced. I accepted their offer to replace them by smart metering. In May we got our smart meters and the usual in-home
meter, even when sited within a few inches of it (so it was not a weak signal, more a complete absence of signal). It was obvious that the comms module had failed again, but EDF claimed that it was sending readings regularly to their servers over theEDF denied that it was the same fault again and over the next few months insisted on sending a succession of technicians and also posted us a series of in-home displays, none of which worked at all. All showed that they were not getting data from the
required element of the smart meter system.
I took this to the Energy Ombudsman reasonably confident that they would rule in my favour, but I got their judgement last week and they say that it would be unreasonable to expect EDF to repair the meter again and that the in-home display is not a
repair or replace the in-home display free of charge."
I was relying upon a statement on their website https://www.energyombudsman.org/smart-meters which says
"If you report a fault with the in-home display within 12 months of the date of installation, and your supplier is satisfied that the fault isn’t due to a failure by the customer to keep the in-home display in good working order, the supplier must
reducing their electricity usage at predicted peak periods and I think that without a working in-home display we won't be able to take part in such schemes so may lose money.
Actually I'm not too fussed about the information provided by an in-home display: it's mildly useful, but we've managed many years without one. However the National Grid is starting to roll out schemes like "Peak Saver" which depend on consumers
Energy Ombudsman?
There doesn't appear to be any mechanism for appealing against a decision by the Energy Ombudsman unless one can demonstrate that the facts have changed. Are there any other ways of making progress, or has anyone else any experience of using the
If the meters are communicating the energy used to EDF then I thinks
that's all you can expect. That's all they are obliged to provide. I'm
pretty sure that the in-home displays are a 'shiney freeby' offered to encourage smart meter take-up and that there's no obligation to supply
them or, as you have found out, to make sure that they work in all circumstances.
How does the customer verify that the energy usage figures, which EDF
claim come from the meter, are the real figures and not some aberration
of their system?
How does the customer verify that the energy usage figures, which EDF
claim come from the meter, are the real figures and not some aberration
of their system?
On 04/12/2023 19:07, Sam Plusnet wrote:
How does the customer verify that the energy usage figures, which EDF
claim come from the meter, are the real figures and not some aberration
of their system?
You can always press the appropriate button on the meter, to display the present reading. I read mine, and feed them into a spreadsheet, each week.
Actually I'm not too fussed about the information provided by an in-home display: it's mildly useful, but we've managed many years without one. However the National Grid is starting to roll out schemes like "Peak
Saver" which depend on consumers reducing their electricity usage at predicted peak periods and I think that without a working in-home display
we won't be able to take part in such schemes so may lose money.
I can't offer you any advice for your particular situation,
but you may be interested in this article
https://www.bbc.co.uk/news/uk-england-67591320
Smart meters: Almost three million still not working
At the end of the article, it says:
'Are you having trouble with your smart meter? Share
your experiences by emailing haveyoursay@bbc.co.uk.
'Please include a contact number if you are willing to
speak to a BBC journalist. You can also get in touch in
the following ways:
[...]
If the meters are communicating the energy used to EDF then I thinksHow does the customer verify that the energy usage figures, which EDF
that's all you can expect. That's all they are obliged to provide. I'm
pretty sure that the in-home displays are a 'shiney freeby' offered to
encourage smart meter take-up and that there's no obligation to supply
them or, as you have found out, to make sure that they work in all
circumstances.
claim come from the meter, are the real figures and not some aberration
of their system?
How does the customer verify that the energy usage figures, which EDF claim come from the meter, are the real figures and not some aberration of their system?
I can't speak for any appeals process, but on that point you should be able to join such schemes, as long as your energy company is getting readings is all that matters. There are also other devices which can pair with your meter to get the live data, if you need realtime feedback.
Or switch to Octopus, they have a much better reputation for sorting smart meter problems. Someone working for the DCC (comms network) said that 70% of all fault tickets were being reported by Octopus staff.
Or switch to Octopus, they have a much better reputation for sorting
smart
meter problems. Someone working for the DCC (comms network) said that
70% of
all fault tickets were being reported by Octopus staff.
We have friends who use Octopus and speak well of them.  I might try to switch, as rates are pretty much the same from all companies at
present. But I rather assumed that if the new company took over an installation which was giving them readings but not the in-home display,
they might say "not our problem guv".
What they didn't say/explain is exactly how the 3 million aren't working. There's many reasons. Many are directly related to the In House Display not working. No wonder. 2.4G bluetooth is severely range limited.Major problem right there and the howevermany costomers say 'my smart meter is faulty' when what they really mean is 'my in house display is faulty'. I suggest ( IME moderating an energy group) that the faulty IHDs form a large part of the 3 million. yes, after 12 months, there is ABSOLUTELY no
Apalling IMO.
Clive Page <usenet@page2.eu> wrote:
Actually I'm not too fussed about the information provided by an in-home
display: it's mildly useful, but we've managed many years without one.
However the National Grid is starting to roll out schemes like "Peak
Saver" which depend on consumers reducing their electricity usage at
predicted peak periods and I think that without a working in-home display
we won't be able to take part in such schemes so may lose money.
I can't speak for any appeals process, but on that point you should be able >to join such schemes, as long as your energy company is getting readings is >all that matters. There are also other devices which can pair with your >meter to get the live data, if you need realtime feedback.
On 04/12/2023 11:17, pensive hamster wrote:
I can't offer you any advice for your particular situation,
but you may be interested in this article
https://www.bbc.co.uk/news/uk-england-67591320
Smart meters: Almost three million still not working
At the end of the article, it says:
'Are you having trouble with your smart meter? Share
your experiences by emailing haveyoursay@bbc.co.uk.
'Please include a contact number if you are willing to
speak to a BBC journalist. You can also get in touch in
the following ways:
[...]
Thanks, I've just done that. But with millions of these not working,
they may have too many of us to talk to.
On 05/12/2023 15:38, Pancho wrote:
On 05/12/2023 15:23, Clive Page wrote:So, it's not the HAN. .... You just need to persuade Octopus to get your electric meter SMETs 1 adopted. Maybe it can't be adopted. In which
Or switch to Octopus, they have a much better reputation for sorting
smart
meter problems. Someone working for the DCC (comms network) said
that 70% of
all fault tickets were being reported by Octopus staff.
We have friends who use Octopus and speak well of them.  I might try
to switch, as rates are pretty much the same from all companies at
present. But I rather assumed that if the new company took over an
installation which was giving them readings but not the in-home
display, they might say "not our problem guv".
I'm with Octopus.
My electric smart meter doesn't report electrical data to Octopus or
the IHD, it does report gas data. Octopus haven't fixed it. I've been
with them about 8 months, since they took over Bulb. It stopped
working smartly about 4 years ago.
Octopus did, eventually, correct Bulb's ridiculous overestimates of my
predicted yearly usage, but they still tried to overcharge when I had
a huge credit balance.
case, ask for a SMETS2 electric meter upgrade as a loyal Octopus
customer LOL
I'm not aware of any IHDs that replicate the main meter numbers.
Well the gas and electricity meters still have a display on the front
which can be read. I haven't checked that these are identical with the values shown in arrears in the EDF website, but they are certainly about
the same. Of course having the numbers on display inside the house is a
lot more convenient.
We have friends who use Octopus and speak well of them.  I might try to switch, as rates are pretty much the same from all companies at
present. But I rather assumed that if the new company took over an installation which was giving them readings but not the in-home display,
they might say "not our problem guv".
TTman wrote:
I'm not aware of any IHDs that replicate the main meter numbers.
I doubt there are any that CAN'T?
Andy Burns wrote:
TTman wrote:
I'm not aware of any IHDs that replicate the main meter numbers.
I doubt there are any that CAN'T?
I had that problem when I got a SMETS2 meter installed to replace a meter situated in a very awkward position (stand on a chair, remove an access
panel via a secret handshake, shove a phone in to take a picture). The IHD was handy, but when I switched supplier neither the switch procedure nor the new supplier (the late unlamented Symbio) used the smart meter. Since I couldn't get the main meter numbers on the IHD I was back to the stand on a chair routine.
You can always press the appropriate button on the meter, to display the present reading.
I doubt my gas meter's battery would have lasted until now if I pressed
the button (which gives backlight) ever time I needed to read it ...
Theo wrote:
Andy Burns wrote:
TTman wrote:
I'm not aware of any IHDs that replicate the main meter numbers.
I doubt there are any that CAN'T?
I had that problem when I got a SMETS2 meter installed to replace a meter situated in a very awkward position (stand on a chair, remove an access panel via a secret handshake, shove a phone in to take a picture). The IHD was handy, but when I switched supplier neither the switch procedure nor the
new supplier (the late unlamented Symbio) used the smart meter. Since I couldn't get the main meter numbers on the IHD I was back to the stand on a chair routine.
Do you mean for the register readings, or the meter serial number?
My 12 year old brick shows both for elec and gas
On 06/12/2023 08:24, Andy Burns wrote:
TTman wrote:
I'm not aware of any IHDs that replicate the main meter numbers.
I doubt there are any that CAN'T?
My IHD cannot display my main meter readings at all.
It doesn't display gas standing charge
It doesn't display export power
Andy Burns wrote:
TTman wrote:My IHD cannot display my main meter readings at all.
I'm not aware of any IHDs that replicate the main meter numbers.
I doubt there are any that CAN'T?
It doesn't display gas standing charge
It doesn't display export power
According to another post, you should be able to get it replaced free of charge. As I have stated, a failure of the IHD is a device failure,
simple.
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