Can you tell us what the lights (WAN, HAN) are doing on your meter @Minimarkle ?

Hmm…

From your photos it looks like the HAN is working fine. And if other apps are getting data just fine as well… Then my diagnosis is made much, much easier.

Either Octopus hasn’t got access to the equipment somehow, or (less likely) the Read Schedules aren’t set.

If they’re saying they cannot touch the meters AT ALL, then the most likely culprit I can think of is that they’ve somehow been locked out.

It’s a case of these connections (up until after the reset):

Meter <> Comms Hub: OK! Working fine

Comms Hub <> IHD: OK! Working fine

Comms Hub <> DCC = OK! Working fine

DCC <> Hugo, Loop, Bright etc = OK! Working fine

DCC <> Octopus = No connection

At least, that’s how I see it. But since then, something has gone even more wrong.

I think DCC needs to intervene on this one and do some pretty deep diagnostics that only DCC can do. Unfortunately, you can’t contact DCC yourself as they probably won’t respond - only your current supplier can do this.

I’d recommend having Octopus dig deeper into the issue and get them to ping a support request to DCC internally.

In theory, you could potentially resolve the issue by moving supplier, but if the connection is totally dead then it won’t solve anything.

That’s my diagnosis so far.

@Blastoise186 

The others apps Hugo etc aren't getting the data. 

They started to, then it stopped. 

That’s what really concerns me the most…

I wonder if some config got destroyed somehow…

Physically Power Cycling the Comms Hub is best avoided once the installing engineer leaves site if at all possible. DCC has the power to issue a Reboot/Power Cycle SMETS Command if memory serves. And it’s possible to use that to do a graceful reboot rather than just yanking it out.

@Minimarkle

Can you still see your meter here?

https://smartmetercheck.citizensadvice.org.uk/

Of all the 3rd party apps, Bright are pretty responsive. You could email them and see if they notice anything when they try and pull your data

Support@glowmarkt.com

Alternatively, I suspect it won’t help, but you could delete your Bright account and their permissions and try signing up to Bright again and see what messages you 

Thanks for assisting me so far.  

I checked the smartmetercheck again at 16:25 hrs and the reply was:

Your electricity meter's working in smart mode

Supplier: Octopus Energy Ltd

This means your meter should automatically send readings to your supplier, so you don't need to send them yourself.

It’s working in smart mode because you have a second generation meter (SMETS2) that’s on the smart meter data network. The network connects your smart meter to energy suppliers.

The HAN and WAN continue to illuminate every 5 seconds.

I contacted Hugo and Loop when the data stopped showing on their apps.  Their replies are as follows:

• Hugo - Our recovery mission for your electricity seems to have failed. Unfortunately, the software on this smart meter needs a reset or potentially an upgrade by your energy supplier.   Please raise this with them in the first instance.  
• Hugo - In the meantime, we will continue trying to recover your missing data and populate it into your account once it becomes available.  We also have a big upgrade to data recovery servers in Feb and these new servers might be able to access the meter. If they do, you will get an automated app notification from HUGO saying we have your data.

• Loop - I can confirm our data partner N3rgy has had no response to requests for data from your electricity smart meter since the 14th, meaning nothing has come through to Loop.

  sinceN3rgy access your meter (with your consent) via the smart meter network (DCC) and a problem may have developed somewhere between the meter, the DCC and N3rgy.

  I have put the meter through the recovery tool which can help reconnect and pull the missing usage data through.

  If that doesn't work - it usually works within 24 hours or not at all - the meter will be put through our reconsenting process which runs fortnightly, although this is only successful in about 10% of cases.

  So, if no data has come through in 24 hours I'd suggest contacting your supplier to ask whether the meter is communicating properly with the smart meter network (DCC), i.e. able to respond to requests for 30 minute usage data (rather than meter readings).

  I will also check to see if any data has come through on Tuesday.

I forwarded these replies yesterday to the Octopus Energy, Complaints Manager who I had a telephone conversation with on Wednesday 15 February.  A weekly email is expected tomorrow from her.  Not really expecting any progress from their end.

Hi, came across this discussion as I'm having very similar issues with Smart Meter data and Apps, I was using Loop, it was logging my Smart Meter data fine then Scottish Power done a network upgrade that meant the power was off to my property for several hours one day, since power was restored the data hasn't started logging again in over a month. My supplier is receiving meter readings, however Loop & Hugo aren't getting any data, Breeze seems to be receiving data but it seems that Breeze collects it's data from the IHD screen rather than directly from the SM (setup of Breeze had me enter my IHD details not my mpan). 

Any suggestions appreciated, thanks.

Hi @Boab ,

First thing I’d try in this case is contacting Hugo and Loop to see if they can reconnect you.  This sounds like something they need to fix.

Thanks, have contacted both of them, they both say they can see no data from my Smart Meter and my energy provider is the issue here and suggest that I raise a complaint to OFGEM and the Energy Ombudsman. I should have mentioned that So Energy are my supplier.

Gotcha. You can’t go to Ofgem and I’d suggest you use this process before you go to the Ombudsman. This will unlock the Ombudsman if you get into a deadlock or it takes more than eight weeks to resolve. It looks like they’ve got a more detailed version here as well, so I’ll give you that too.

If you need a hand with anything else or you’d like to ask us more about this issue, feel free to swing by anytime.

Thanks. I have an ongoing complaint with So Energy already, will give them some time to respond. I'm currently considering switching suppliers prior to the price rise which may long term sort my issues out if So Energy don't. I log my stats daily to track exact usage as I've got a wind turbine, solar PV system and a ground source heat pump here, makes it especially annoying when I can't access the info online anymore

Ta for your help

There is an ongoing situation where what was possibly an update to the smart comms hub has not been set up to allow third party data collectors (against regulations). These specific installations appear to be being dealt with (almost) one by one. 
My data stopped for around 2 months from Hugo and Loop but has very recently returned. Hugo are very good in filling in past missing data so it’s worth keeping an eye on that. 
I use Bright and the Glow IHD from Hildebrand which has been my ever present source as it uses the local link with the smart meter and uploads to the Bright website. I also use their MQTT feed to populate my own data and my Home Assistant system. 

What make and model is your meter?

I ask because there has been a prolonged fault affecting the ability of third-party actors (known as other users, to distinguish them from ‘official’ ones like suppliers and DNOs) to retrieve data from some meter types. The fault was first reported in mid-late June and hasn’t fully been fixed yet. It’s possible your power cut was coincidental. We know that n3rgy, Hugo and Bright were all affected. Loop and some others get their data via n3rgy. I started being able to get my data from both Bright and n3rgy a few days ago.

Thanks, good info, I'm checking daily for my days appearing

Photo of my Smart Meter model.

Thanks. I hadn’t heard of problems with EDMI meters, so you may have avoided the problem I and others have faced. That’s a nice dual-band comms hub, too.

I couldn’t find any information about Breeze - could you post a link to their website?

Apologies, I meant Bright not Breeze, it's the only app that seems able to get any of my stats currently.

In that case, it sounds like you have a Hildebrand Glow IHD or Glow CAD? If so, that’s what Bright is probably using as a bridge.

Yes, during Bright setup I entered the IHD serial number not my mpan so I assume that's why the Bright app is giving me some usage data whilst the other apps aren't. Not at home just now but the IHD was installed at the same time as my smart Meter around three months back, took a few weeks but my data all populated on the Loop app after the new Smart Meter and IHD install, it's just since the power outage in late July my data hasn't started showing again yet on Loop or Hugo

As I mentioned earlier, a local link will often continue to register as it does so via the Home network (HAN) rather than the outside link (WAN) used by other services 

HI @Boab,

Sorry to hear you’re experiencing this issue. 

It seems our forum volunteers have already given some good advice here. 

These threads may also be useful:

Please keep us updated.