Smart meter failure any ideas?

Our smart meter display packed up about 2 months ago after a power cut.  The screen flashes and it says it has no connection.  We’ve reported it (3 times) to Octopus energy who promise to fix it but never do.  I’ve powered the display down and restarted it next to the meter, checked all the menu options and tried a few online suggestions but getting nowhere.  Now clearly it’s up to the supplier to fix it, and we will begin the soul destroying process of trying to get through and get them to do so….again, but is there any kind of simple DIY fix I’m missing? I suspect the fault is with the smart meter gubbins attached to the consumer unit, not the display as it now shows a steady red light and I think it used to be green and/or flash?

Cancel your direct debit.
Send them an email saying so, due to breach of contract, and save it for your records.

That will wake them up.

Then when they say “nooooo!”

You say “see you in court”.

It’s the only language they understand.

EDIT, for prudence, I’d also file a complaint with the energy ombudsman, I wouldn’t expect anything to come of that complaint, but if it does get to court, you can easily demonstrate that you have taken all reasonable steps to resolve the issue.

Tempting! Though possible disconnection and hefty legal bills will sway my hand for the time being!

What do you mean by display?

You mean your in home display?
https://octopus.energy/blog/smart-meter-screen-user-guide/

I barely use ours, instead, I just log into the account to see how much we are using.

If you want to totally geek out, there’s an API you can play with.
https://octopus.energy/blog/agile-smart-home-diy/

You mean your in home display?

Yep, exactly as in your image.

They probably have some kind of SMART meter tech support crew who may be able to send a reset message to the device, or access it + upgrade the firmware.

Actually, I got ahead of myself there, you’d need to follow the companies formal complaints procedure first… that will be a basically a pointless exercise, but it’s again demonstrating and evidencing that you are doing what you can to resolve the issue.

Are you leaving it long enough? I think it can take days sometimes to fully reconnect.

They probably have some kind of SMART meter tech support crew who may be able to send a reset message to the device, or access it + upgrade the firmware.

I believe they do and that’s what they told us on the phone (when we eventually got through), but then nothing happens.

Are you leaving it long enough? I think it can take days sometimes to fully reconnect.

2 months and waiting……

2 months and waiting……

Formal email complaint to octupus, follow thier process.

That will likely fall on deaf ears.

Formal complaint to ombudsman.

That will likely fall on deaf ears.

Then you have a good electonic paper trail to resove the issue, if it gets legal.

Then cancel your direct debit, citing ‘unreasonable behaviour/abuse of position.

Don’t speak to anyone on the phone, Insist on leters or email for evidence.

Ditch then in home display and ask them for one of the new little home mini deceives. The live data then appears in your app.

I take it mattyfez knows that the ihd isn’t actually the smart bit and is a visual aid.

Cutting your direct debit at any point over that will leave you cooking with gas and dining over candle light.

Have you checked that the smart meter is working?
You should be able to see readings when you log into your account.
If that’s not working, then I’d follow mattyfez’s suggestion, but if it’s just the in house display, I’d ask, but not be to worried.
Ours is rubbish – it doesn’t display the costs properly on the Octopus Go tarrif.

Have you checked that the smart meter is working?
You should be able to see readings when you log into your account.

Yes we have and no it isn’t. When we phone they say ‘we can see your smart meter is not working, it needs to be reset from our end, we’ll get right on it’, and then they don’t.  One time they sent a generic email with ‘turn it on and off again’ type suggestions, which achieved nothing.

Maybe it’s not the meter then, but the data (4G) connection. That’s probably down to the carrier (EE/Vodafone/etc).

what do your bills say then if they aren’t getting readings?  Have you tried 3rd party apps such as hugo, bright or loop to see if the DCC readings are there?

Cutting your direct debit at any point over that will leave you cooking with gas and dining over candle light.

It’s unlikely that they’ll cut essential services without exceptional reason (I think it’s actually illegal). Missing payments will however **** up your credit rating.

There’s a couple of third-party apps you can use instead, I believe.

[EDIT: as bruneep just said]

I am having the same problem with EDF. After being badgered about a smart meter, we finally had one installed and it hasn’t worked for a year. The new gas meter does’nt talk to display or to EDF remotely. I keep getting emails to send in readings. I have refused.
I phone, complain and insist on an Engineer visit. On the day of the visit the Engineer phones to cancel, or just doesn’t turn up. Each time EDF credit my account with £30. The annoying thing is it takes about two weeks, so I can only get £60 credit a month. If the booking system were move efficient and I could get an Engineer to not attend every week, the compensation would be covering my bill…

If the booking system were move efficient and I could get an Engineer to not attend every week, the compensation would be covering my bill…

😀

I take it mattyfez knows that the ihd isn’t actually the smart bit and is a visual aid.

I use about 2 cubic meters of gas per month in summer.

I prefer to pay as I go, rather than let the power companies leverage me for profit.

My winter gas bill was about £600.

Try messaging Greg Jackson on Twitter. He’s pretty good at getting stuff like this fixed.

Only problem I had with Octopus was fixed quickly once I raised a complaint.

I think this is the next emerging national scandal.

It seems that these smart meters have a major problem and none of the suppliers have any urgency to fix, whilst out standing charge is increasing to pay for them.

My personal issue at the moment is that I’m considering fitting a heat pump, but it will only be viable if I can use the variable tariffs for cheap electric. My smart meter has been dead since June 2022.

How are people who truly on variable tariffs (EV owners) being treat? Are the getting priority repairs?

Meanwhile the Gov sits back……

Our first elec meter failed within 1 month of installation. Eon next were shite and just wrung their hands while failing to do anything. Moved to Octopus and with 2 weeks of joining had an appointment booked for their engineer to take a look. Meter was replaced and has been working since.

Getting our solar export sorted is a different story. Seems to be loads of delay there while the grid gets our export for free!