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My Landis+Gyr E470 smart meter isn't communicating following my switch - What can I do?

  • 20 August 2020
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Blastoise186
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Erm… Maybe a whole squad of Mew perhaps?

This one’s in the queue!

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I am a relatively new Ovo customer, two months. I transferred from BG. We have a Landis and Gyr E470 with a Trilliant comms  unit. It worked with BG and was read every thirty mins. We did not get an in home display when we bought this home, it was gone when we took possession. 
since moving to Ovo I am sending manual reading because Ovo cannot connect. The checker provided by DCC says it does not recognise the MPAN. DCC were supposed to be completed with the integration of SMETS 1 by know.

the WAN led is flashing. 
 

it looks as if DCC can’t fix my meter. Will Ovo replace it with a working smart meter? Or are we stuck with taking manual readings.

 

 

Blastoise186
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Hi @Middlestreet ,

As I understand things, OVO’s policy is that they will try to fix the existing equipment first but there is a one year maximum timeout. If all efforts to get things working fail, the last resort is a Meter Exchange to upgrade you to SMETS2 meters which OVO would arrange with you.

Make sure to report this to the Support Team so that they’re aware of it!

Securing energy by zapping security bugs... For that is The Blastoise Way!
nealmurphy
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L&G migration should.be complete this month, so you never know it could suddenly come back to life.

If you have a meter that cannot be transferred to DCC then suppliers have to take all reasonable steps to replace your meter with a SMETS 2 meter by 31st December 2022.

 

M
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Thanks, folks. Will wait a little longer to see if it comes to life. The support team seem a bit stressed right now so will give a bit more time.

 

Emmanuelle_OVO
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Hey @Middlestreet,

 

Sorry for the issues you’ve had.

 

Great to see our community members giving some tip-top advice here. 

 

OVO is unable to communicate with SMETS1 British Gas smart meters, so if they are unable to enroll it on the DCC then we won’t be able to communicate with the meter remotely. 

 

I’d advise filling out a smart meter health check if you haven’t done so already, you can then forward this to Support via web messenger:

 

 

Once they have this our team can start trying to sort out the communication issues with the meter. If they are unable to do they will be in touch to book a faulty meter exchange. 

 

Hope this helps. 

Renewable Energy? Big Fan.
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Emmanuelle, 

Thanks for the input. It may have helped but the support team does not respond once the customer gets past the AI bit. I was position 1 in the  queue  at the outset but abandoned the link after 50 minutes of waiting for a response from an advisor. The chat function evidently does not work. Or, there just are no staff on shift.
I will just lodge a manual reading once per month or thereabouts. 
So much for mart meters. Ditto Ovo service levels. 

Tim_OVO
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Thanks for flagging this, @Middlestreet - I’ve logged this as a potential issue and I’ll be keeping an eye for anyone else describing the same thing. So far you’re the first…

 

Following this I’ll be passing your feedback on to the team that look after web messenger to make sure they’re aware. 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
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i recently moved into a property with a Landis Gyr E470 Type 5424 for electricity. the gas smart meter has shown up on the network but this (electricity) one has not. i don’t have a problem getting readings--they’re always displayed on the screen--but it isn’t being recognised by my IHD or the supplier. 

i’m pretty sure it’s SMETS 2 (it doesn’t seem to have a separate comms box--see attached pic) so i’m not sure why it’s not being found.

further, using the Citizens Advice link you posted above, despite entering my MPAN number and postcode correctly, it says “We can’t find your meter” … 

when entering my MPRN number for electricity it says “Your gas meter's working in smart mode” and that “It’s working in smart mode because you have a second generation meter (SMETS2) that’s on the smart meter data network”

this suggests i’m right in thinking the gas meter is SMETS 2 (can’t think why they’d install a SMETS 2 elec but not gas meter?) but for some reason it’s not being picked up…

any help you can provide is much appreciated! 

 

Tim_OVO
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Hi @sonaldo I’ve just replied to your other topic about about this:

 

 

Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
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Economy 7 user with 80% annual night time usage. Meter installed by EDF in October 2019. I switched to Ovo in January 2021 on a two year fix, then when the fix ended this January I went back to EDF to achieve the lower Ec7 rates. Throughout this time the meter performed without issue.

Last month I decided to switch to Utility Warehouse, as their Ec7 rates are the lowest available for the West Mids.

In just over two weeks I’ve had many issues with them, most of which have yet to be resolved.

From the day my supply went live with UW, the IHD display has shown my unit rates as £0 and UW say they cannot connect to the meter. Many phone calls later and the situation hasn’t changed. Spoke to someone in their escalation team today and they’ve arraged for an engineer to visit to carry out a power cycle. But my question is whether this will make any difference? I use the Bright app, and whilst it still shows unit rates from EDF, it shows my actual half hourly usage almost up to the current time. At the moment it is 16:20 and it shows that between 14:30 and 15:00 I used 0.08kwh. Surely if this information is being pulled from the DCC, it proves that the meter is connected and sending readings through as it always has done; further pin pointing that the issue lies at UW’s end, and that a power cycle will make no difference?

I’d be grateful for any advice you guys can give. If the power cycle is pointless then I won’t hesitate to cancel and move back to EDF.

Many thanks.

Blastoise186
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Hey @david59 ,

I’m Blastoise186, one of the forum volunteers here. Welcome by the way! My speciality is indeed in Smart Meters, but as I don’t work for any company in the energy industry (or anything related to it!) I’m independent.

Thanks for telling me your supplier by the way - this will ensure I don’t try any OVO specific solutions with you.

Could you show me some photos of the Meter(s), Comms Hub and IHD please? There’s a few things I can check even without access to any industry systems.

Securing energy by zapping security bugs... For that is The Blastoise Way!
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Thank you for your reply.

Here are the pictures you requested.

 

D
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Here are two shots from the Bright app

 

Blastoise186
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Thanks!

Everything looks good so far. I still don’t understand why suppliers keep giving out the Chameleon IHD3 rather than the IHD6/7 for S2 sites though…

Let’s try something real quick. Please can you run the meter(s) through https://smartmetercheck.citizensadvice.org.uk/ and tell me the results - especially which supplier it comes back with?

Securing energy by zapping security bugs... For that is The Blastoise Way!
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Your electricity meter's working in smart mode

Supplier: Electricity Plus Supply Limited

D
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My Chameleon 3 came with the meter install, Oct 2019

Blastoise186
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I see.

Electricity Plus Supply Limited = Telecom Plus PLC = Utility Warehouse. Utility Warehouse is a known Trading Name of Telecom Plus PLC.

They are connected to your meter based on the results of that check, or at very least, DCC believes they are.

I’d say the fault lies within UW own systems. You might want to go back to them and tell them that a forum volunteer on the OVO Forum has already checked the connection and it seems to be working fine. Feel free to link them to this thread too for proof of that.

If they still won’t budge, feel free to switch away to any supplier of your choosing.

Securing energy by zapping security bugs... For that is The Blastoise Way!
D
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Thanks for that.

Just for confirmation, the Bright app proves that my meter is sending up to date info to the DCC doesn’t it? Therefore a power cycle will achieve nothing?

Blastoise186
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Correct. I believe that it’s working fine so I can’t see any value of power cycling it.

Securing energy by zapping security bugs... For that is The Blastoise Way!
V
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I have just switched to OVO and my meter isn't communicating or sending data to OVO. Has anyone else had this problem?

BPLightlog
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Hi @Viv1966 and welcome to this customer forum. Smart meters typically take a few weeks to re-synchronise when switching supplier. It’s worth keeping track and updating readings manually in the meantime. 
Incidentally, do you happen to know if you have 1st or 2nd generation meters?

Sitting in a Faraday cage, waiting for a signal
Csm
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Hi @Viv1966 I have been told it can take upto 6 weeks for the meter to update to send reading I'm having to do them manual for the time being 

Csm
V
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Hi @BPLightlog  I am not sure it has the letters SM 1 on the front of it so I am assuming it's 1st generation....am I right?

 

V
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Hi @Csm  thanks for that at least I have an idea now...do you send weekly readings?

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