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My Landis+Gyr E470 smart meter isn't communicating, and the IHD has stopped working - what can I do?


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Smart meter not working at all now, gas hasn't worked since leaving Coop ....only had a problem since changing supplier which wasn't my choice the Coop migrated all their customers to another supplier.

Had an engineer booked for early this year but it was cancelled due to Covid-19 which I understood. Had no feedback from Ovo since. The Co-op had my meter installed and it worked perfectly until I changed supplier.

I understand after hearing a call from an Ovo customer with the same problem who called a radio 5 programme after being told by the ombudsman there was nothing they could do because a third party was involved, namely the National Data Base. So not holding out much hope that my problem will be fixed either. So back to  sending manual energy readings.

 

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Best answer by Transparent 21 August 2020, 15:25

This is useful @Bar58 and thanks for throwing lots of technical stuff in our direction.

So your L&G E470 electricity meter is a SMETS1 type.

These are being upgraded “over the air” to SMETS2 capability and migrated onto the National Smart Meter Network.

 

The timetable for migrating SMETS1 meters is helpfully published on the independent SmartMe website - an excellent source of useful information. I’ll reproduce the relevant table here because I’ve added a minor amendment:

 

As you’ll notice, the SMETS1 meters made by Secure, which OVO fitted, have just started their upgrade route. This will take the best part of a year. The process is starting with those houses under the Priority Services Register with OVO. This ensures that they can all be moved across before the winter months arrive. (Good plan!).

The Landis & Gyr meters are in the final batch to be migrated. The start date will most certainly have slipped a bit, but migration should still start before autumn.

 

The reason why OVO have been able to read your electricity meter up until recently is because they and Co-op both selected the same carrier for their Wide Area Network (WAN). But I’m still puzzled why you needed to submit gas readings manually. That link should’ve stayed operational too.

 

There’s a large Topic here about IHDs which state “Waiting for current data”.

In your case I wonder if the Home Area Network has broken precisely because Landis & Gyr have commenced downloading their part of the code to upgrade your meter to SMETS2.

 

Are you following this so far?

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Userlevel 7
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Hi @Bar58 - sorry to hear this, but thanks for raising the issue here on the Forum.

Since we’re fellow customers we don’t have your background details. But please fill out your Forum Profile page because that’s where we’d look.

The first things I’d like to check is the type of Smart Meter you had installed by Co-op, and the approximate date you joined OVO.

Can you also tell us who manufactured your meter, or the installation date?

Better still, post a photo of it here if you can!

Once I have that information I’ll be in a better position to find a way forward. Don’t assume that all you read online is still true. The Smart Meter technology is moving forward, and we’ve just entered a time-frame when many of the earlier meters are being upgraded. That work started on 28th July, and will achieve universal transferability between all Energy Suppliers.

Userlevel 1

Thank you.

My Electric meter is a Landis+Gyr E470 and was fitted on 4 January 2019.  This worked fine until migrated from Coop to Octopus, I stayed with them for a week or 2 but customer service was shocking (a victim of their own  success I suspect, a lot had been moved moved over) So joined Ovo on 27 December 2019.

Was booked in for health check with Ovo on 4 April 2020 which understandably had to be cancelled, so submitting gas readings monthly... electric has been fine.

My IHD stopped working a few days ago and keeps rebooting with the message ' waiting for current data'.  The WAN light on meter is flashing.  Tried rebooting next to meter doesn't work. 

IHD is IHD3-PPMID/CA30115

GUID OC-A2-F4-00-00-2D-17-10.   2018

Hope this helps will look at my profile.

Kind regards.

 

Userlevel 7
Badge +2

This is useful @Bar58 and thanks for throwing lots of technical stuff in our direction.

So your L&G E470 electricity meter is a SMETS1 type.

These are being upgraded “over the air” to SMETS2 capability and migrated onto the National Smart Meter Network.

 

The timetable for migrating SMETS1 meters is helpfully published on the independent SmartMe website - an excellent source of useful information. I’ll reproduce the relevant table here because I’ve added a minor amendment:

 

As you’ll notice, the SMETS1 meters made by Secure, which OVO fitted, have just started their upgrade route. This will take the best part of a year. The process is starting with those houses under the Priority Services Register with OVO. This ensures that they can all be moved across before the winter months arrive. (Good plan!).

The Landis & Gyr meters are in the final batch to be migrated. The start date will most certainly have slipped a bit, but migration should still start before autumn.

 

The reason why OVO have been able to read your electricity meter up until recently is because they and Co-op both selected the same carrier for their Wide Area Network (WAN). But I’m still puzzled why you needed to submit gas readings manually. That link should’ve stayed operational too.

 

There’s a large Topic here about IHDs which state “Waiting for current data”.

In your case I wonder if the Home Area Network has broken precisely because Landis & Gyr have commenced downloading their part of the code to upgrade your meter to SMETS2.

 

Are you following this so far?

Userlevel 1

Thank you Transparent

I refused a smart meter until Smets2 had been rolled out,  I was with First Utility at the time. I waited a year before going ahead and only then when I had been reassured by the Coop and the installer's that it would be a Smets2. My gas meter definitely is, it's an L&G.

I'm gutted and angry that a Smets1 has been fitted after I had taken precautions ..or thought I had..before going ahead.

So I shouldn't have to wait Ovo could just change the meter if the goodwill was there. Need to get in touch with customer services.  I have osteoporosis two pinned hips the smart meter was important to me if I wanted to avoid estimated bills.

Not what I wanted to hear. But thanks. 

By the way I hope the information on my profile will not be used for marketing and generate junk emails,. Not sure  most of that was relevant to my question.

Regards 

 

 

 

Userlevel 7
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Well now it’s my turn to have doubts. If your gas meter is SMETS2, then your electricity meter must also be. The electricity meter contains the Communications Hub which links everything together on your site.

The version of the software running inside the meters has nothing to do with the manufacturer. However, it is sometimes the case that a particular meter was only ever supplied with SMETS1 software. So that’s what I was hoping when I first asked you for the manufacturer. In this case it didn’t help because Landis & Gyr have supplied electric and gas meters with both SMETS1 and SMETS2 software, and on all possible networks!

So the reason I concluded that your electricity meter must be SMETS1 was on the balance of probabilities that this was the reason it could be sent commands by OVO.

 

Yes, you need to get in contact with Customer Services. They should be able to check the status of your meters and take it from there.

I don’t think you’ll need meters changed at all. Based on what you’ve said, it sounds like everything can be sorted remotely, either be sending commands or else by scheduling a software upgrade.

 

Two other points:

1: Your medical background may facilitate you being on the Priority Services Register. This has a number of benefits, including the fact that you would get priority if it transpires that a site visit is required after all. The PSR is a nationwide service, and also used by your local Distribution Network Operator (Western Power) if there is an interruption to the electricity supply, whether planned or unplanned.

2: There isn’t sufficient information on the Forum Profile page to identify you for marketing purposes, so you don’t have to worry about that. But I did use it to find out that you were in a region served by Western Power, and also to confirm that your Smart Meters will be connected to the Wide Area Network operated by Telefonica. That simply helps me to tailor my answers for you.

Userlevel 5

Hi @Bar58, I’ve added some tags to this post to make a it more visible for other’s with similar issues.

 

I definitely think getting in touch with us directly would be the best option here, I can appreciate how important it is to have functioning smart meters.

 

You can call on 0330 303 5063 between 8am - 6pm Monday - Friday, message us on  FacebookTwitter or webchat via the Help centre.

 

As for the personal information, don’t worry, the only people who can see this are the forum moderators, so it won’t be used for marketing purposes or anything else, just for us to be able to better help you.

Userlevel 1

Thanks folks

Been in touch with customer services, excellent it was too. Getting a new IHD and they are forwarding information for my owncown health check.   My meter is a SMETS2.

Let you know how it goes.

Kind regards

Userlevel 1

Hi

Still no contact from the smart team. Sent information asked for, video, photographs, scale drrawing for meter locations etc. Wait 10 days told no contact, sent info again wait 10 more workings days, nothing. Wait 3 to 5 working days . Nothing. IHD didn't join/pair told to wait an hour, might take 4 hours, call in 3 days, nothing.

I'm off ...it will cost me £60 which is a bitter pill to swallow as I do not believe Ovo have honoured their contract to me. Meter worked fine until migrating to them and nothing has changed. Just an email from the Smart team with an approximate date for fixing this or tell me you can't would be something.

Will write to MD, MP and Ofgem except they won't do anything because a third party is involved. Shame this has soured my time with Ovo. Just give customers an honest answer even if it something out of your control and not necessarily what they wish hear...but please do not fob them off.

Bar58

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Ovo have voluntarily paid Ofgem £1.2 million to avoid costly fines for failing to meet Smart2 rollout for the last 2 years. 

No wonder they are not addressing my problem,!!!

 

 

Userlevel 7
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Erm.. The facts don’t appear to support your conclusion, @Bar58 

OVO Energy have taken over the retail division of SSE in January 2020. SSE Services had failed to comply with Ofgem’s targets for installation of Smart Meters in 2019. This isn’t an isolated issue. Half of the GB Energy Suppliers failed that 2019 target, which was in part due to a 6-month delay in SMETS2 Meters gaining approval.

That delay was due to security concerns being addressed by the National Cyber Security Centre - a factor over which the Energy Suppliers had no control. They responded by requesting extensions from Ofgem to the timeframe by which they must cease installing SMETS1 meters. These agreements resulted in additional orders for SMETS1 equipment beyond the contracts with the manufacturers.

Ofgem decided to proceed with punitive enforcement after the acquisition of SSE, and OVO Energy has voluntarily paid a £1.2m assessment in order to stop the action dragging on to a costly legal battle.

I don’t see how actions by SSE Services during the early part of 2019 impinges on OVO not addressing your problem.

Userlevel 7
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Just noted what you wote @Bar58 :

Will write to MD, MP and Ofgem…

OVO Energy has a CEO, rather than an MD. But any such correspondence would be passed back to Customer Services Complaints Dept. So that strategy relies on whether you implemented the published Complaints Procedure.

Your MP will be able to make enquiries and take action if the regulations supported by Parliamentary legislation have failed to provide for correct action to be taken. You will need to show that there is some failure in the implementation of the regulations.

An appeal to Ofgem will get you nowhere because they are the industry regulator. They cannot, and do not, address issues originating from end-users.

You might possibly have recourse to the Office of the Energy Ombudsman, but that route can only be opened if you have exhausted the approved Complaints Procedure and have reached a technical state of “deadlock”. We don’t have enough information from what you’ve written to know if that is the case.

 

Userlevel 7

Thanks for sharing the latest on this situation, @Bar58 - far from ideal for you, not a good experience, but hoping we can still offer some help and insight here. 

 

@Transparent has provided accurate (as always) info on the SSE related Ofgem fines, and your options for complaining. See above to determine which route works best for you. 

 

I’m still a little unsure of this myself, and maybe the likes of Transparent can help me. You have a Landis+Gyr E470 SMETS1 smart meter. My search online shows this is a British Gas SMETS1 smart meter due to be enrolled onto SMETS2 at the end of 2020. 

 

So, either this hasn’t happened yet, or it has, and you’re experiencing connectivity issues since being enrolled onto SMETS2. I’m hoping you might be able to confirm which?

Userlevel 1

Ok...spoke to CS, there is an update from the smart team re my dumb meter. Thank you Holly in customer services I spoke to last week, a star ⭐ The information I gave as a result of my  health check shows that the number on the gas meter is different to the one they would expect, apart from that it showed no other reason for the non communication. It has now been forwarded to the next level of the team who think they may be able to do something remotely, like an update or reboot. Now waiting for an email from CS (save me from holding) for a solution. Failing this it will be an engineer's visit. Yes I am still on the priority list, the call from WP is a mystery. Keep you posted, assuming you are still interested.

Userlevel 7
Badge +2

I don’t think we have enough information within this Topic to confirm whether this Landis & Gyr E470 is SMETS1 or SMETS2@Tim_OVO 

Centrica (British Gas) were certainly the most significant user of this type of meter, but by no means the only one. It’s credible that they were being fitted by Co-op Energy in Jan 2019.

@Bar58 states that his Gas Meter is definitely SMETS2, and that OVO CS confirmed on 21st August that he has SMETS2 meters.

Against that argument is the installation date of 4th Jan 2019. That’s quite early for SMETS2, but not impossible. At that time OVO were still fitting SMETS1 meters and being granted an extension to 16th March by Ofgem.

We might be able to tell more if we knew the varient of E470 which was installed.

Looking at the SmartMe website these are the approved SMETS1 versions:

and these are the SMETS2 ones:

ESME denotes an electricity meter, and GSME is gas.

Userlevel 7
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Yes, we’re still interested in knowing progress on this situation @Bar58 

The definition of what constitutes a SMETS2 site is about to become complicated due to all SMETS1 meters being upgraded to SMETS2 functionality.

Those upgraded meters will then be migrated to the National Smart Meter Network, operated by the Data Communications Company (DCC).

If the SMETS1 was a Liberty (manufactured by Secure) and installed by OVO themselves, then the Moderators will be better able to track this progress. After both operations are completed, the site effectively becomes a “Liberty SMETS2”.

However, the situation still needs us to get some clarity regarding the upgrades and migration for customers having joined OVO with existing Smart Meters, such as yourself. @Tim_OVO and I have been discussing how to handle this during the past fortnight. We want to make sure that the information we put out on the Forum is both accurate and clear. Confusing end-users here would be disastrous because it would increase the numbers requiring assistance from Customer Services. That’s an expensive option!

So I’ve asked @Tim_OVO to see if there’s a database available to Moderators which they can consult in order to know when sites are migrated.

Your site is therefore a useful test for us to see if @Tim_OVO can get those answers.

The Forum needs to become the place to which customers turn to obtain the clarifications they need over the next 15-months of the network migration phases.

Userlevel 1

According to my calender my smart meter was fitted in January 2019. The gas meter at the time was a very old original to the house and indoors.

 

In April 2019 during a small extension the meter was moved outside and changed by Western Power. However the smart meter carried on working on both gas and electric until I migrated away from Co-op. Ring any bells?

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