My IHD has all of a sudden lost it’s connection to the smart meters and it’s been like that for 4 days now.
It hasn’t moved it’s location to where it had been installed (lives on a shelve practically above the Electric Meter and I have tried turning it off and on numerous times. This was installed by PP.
Contacted Wattbot and passed on my details 3 days ago and have heard nothing since.
Anyone from Pure Planet want to assist rather than leaving the issue to a hardly functioning bot?
I wait in anticipation...
Best answer by Marc
Sorry to hear that you're both still having smart meter / IHD issues. I can see from your posts that you're frustrated, please do keep messaging our Member services team as they are working hard to help you out.
I do need just clarify a couple of things from your posts.
If Pure Planet wants to get into the Smart Meter game, they should have learnt what to do when things go wrong, this is what Alpha/Beta testing/trials are for.
We did indeed carry out a smart meter pilot. We announced, in late 2018, that we would start our pilot in early 2019. Other suppliers had started in the summer of 2018 but we held off as long as we could because there were widespread reports of multiple issues. But, we are - like all suppliers - compelled to install them by the Government.
So we did decide to start slowly, installing just a handful of pilot members in Jan, Feb and March 2019.
We quickly discovered all kinds of issues, mostly affecting the connectivity between meters and the IHDs, and between meters and energy suppliers, and there were various hardware challenges too, plus of course plenty of 'learnings' around our communications, support, and so on.
The pilot, which started from this community and grew to a few hundred Pure Planet Members, was really helpful and we're grateful for all the feedback, and of course for everyone's patience!
We posted an end of year update in Dec 2019 which showed that, despite the industry-wide issues overall, our performance had improved. And we've never pretended that it's all been smooth sailing.
Here were the stats for year end:
In 2019 we installed 5,392 SMETS2 meters for our Members.
We successfully installed and commissioned 88% of SMETS2 meters in the North and 96% in the South/ Central areas (in the world of smart meters, the North is defined as anywhere from Liverpool/Manchester and above).
I've checked out our latest performance for the start of 2020 and we were at 92% successful installation/commission overall, until the whole thing was put on hold due to Covid-19. (An update on engineers returning to non-emergency meter work is coming in a couple of weeks )
The 'North' issues are very frustrating. It's caused by connectivity issues with data operator Arqiva which is affecting all energy suppliers. The central and South are covered by O2 which seem to have fewer issues.
This BBC article explains the North issues a bit more.
We have also had some challenges with smart meter readings appearing in statements, but the team have been working through this. We're now getting 91% of smart meters we've installed sending us monthly readings which appear in statements. Again, that could always be better, of course.
Anyway, I this helps. It's not intended to dismiss your feedback. And I also realise it doesn't immediately fix the issues you're both experiencing.
It's just that I wanted to explain that we haven't just started installing thousands of smart meters without very careful planning, and making constant improvments throughout.
And, of course, we want all Members to have a good smart meter experience with us, regardless how long they've been with PP.
I guess we don't hear so much from those who've had an incident-free install and get smart readings in their statements. But that's OK too.
Happy, of course, to keep chatting here. I'm also flagging this up again with our Member services team to see if there's anything more they can send you to reassure you.