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Installation feedback



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When using wattBot did you first type "Message the Team" as this will flag up your message to team member, other wise it acts just as a Robot.

Response back within 2 days but factor in the weekend, if you forget to look back in the APP/wattBot you will get a text as a reminder to head back.

​Hoe this assists
leedelph;31726:
Hi Marc, I have tried Wattbot but the answers are nonsense is there another way to get in touch with the member service team?


Hi @leedelph
I'm going to flag your situation with our Smart meters team.
Jamil from the team will be able to look into restarting your IHD remotely 🆙
Hi Marc, I don't know if Jamil tried starting my IHD but the Gas usage is now displaying. Looking at comments on other company's Smart Meter feedback your all having this problem, so I will wait to see if an answer is found before I bother about the Electric reading. thanks John.
Marc;31431:
Hi @Spike
I've flagged this up with the team.
​We're asking Magnum to contact you ASAP.
🆙


As an update for @Marc and others following this thread, I received a call from Magnum last week to arrange for an engineer to come and fit a replacement SMETS2 gas meter which will hopefully communicate better than the one fitted in April. Engineer booked for July 4th, THREE months(!!) after the original SMETS2 meters were installed.

I really hope it resolves the issue, but it really does look/feel like we were just added to the bottom of their installation queue, rather than an ongoing problem notified by the engineer at installation, which needed resolving promptly.
leedelph;31867:
Hi Marc, I don't know if Jamil tried starting my IHD but the Gas usage is now displaying. Looking at comments on other company's Smart Meter feedback your all having this problem, so I will wait to see if an answer is found before I bother about the Electric reading. thanks John.


Hi @leedelph
That's encouraging news! Thanks for the update.
Also, FYI I've just posted over here about the IHD issue being reported by some Members. It's got some useful troubleshooting tips, and also how to let us know if it still doesn't sort it.
Hi Marc, I filled in the emailed server a couple of days ago and now my IHD is working on doth Gas and Electricity, coincidence?
leedelph;32040:
Hi Marc, I filled in the emailed server a couple of days ago and now my IHD is working on doth Gas and Electricity, coincidence?


Hi @leedelph
Great to hear that your IHD is working!
Our team are working on those which haven't been displaying the smart meter info. We believe there has been some connectivity issues betweem the IHDs and the electricity meters.
Check out this post about what we're doing. 🆙
Well, my installation has happened and it all went well. The monitor appears to be working fine and communicating to both meters.
Just need to work out how to get my readings emailed to my spread sheet.
Userlevel 7
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ha..glad it went well, let the community know if you work out how to do the email!
X Driver;32188:
Well, my installation has happened and it all went well. The monitor appears to be working fine and communicating to both meters.
Just need to work out how to get my readings emailed to my spread sheet.
Thought I'd offer a bit of an update. So the Magnum utilities engineer came out on 4th July to sort the issues which were apparent during first installation back in April. He changed the Hub on the electricity meter initially, then replaced the gas meter completely as it still wasn't communicating properly. He then commissioned the IHD, but although his back office team could see the meters, there was an issue at the PP end of things. On that particular day, he said a number of engineers were all reporting issues with PP. The only change is that the gas meter will now show current billing, whereas the old one was always on £0.00.

I got in touch with the PP team the following week to see if they could reset the IHD. Messaged reply to say they'd look into it. I followed up a few days later and was asked to be patient and they'd let me know..

It's now over a fortnight since the meters were replaced and recommissioned, but I still don't have a working IHD. Its pretty frustrating that when an issues is raised with the team via WattBot, that they close the session once they've replied, rather than leaving it open as an ongoing, unsolved issue. From the user's end, it feels like they've made a response, but we can't be sure any action is being taken.

Our SMETS2 meters were originally installed beginning of April, but we still don't have them functioning and most of the time there's a deafening silence.. Anything we can do get it sorted @Marc please?

The IHD just shows waiting for data. I've sent in pics of the error message codes it shows via the menus. It has been set up 30cm from the electricity meter so signal is not a problem..
Userlevel 7
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hi leedelph
What does "filled in the emailed server" mean?
leedelph;32040:
Hi Marc, I filled in the emailed server a couple of days ago and now my IHD is working on doth Gas and Electricity, coincidence?
Disappointed with the attempted installation yesterday.

Engineer installed smart electric meter but couldn’t get the gas meter to connect back to the servers. After 3.5 hours he eventually put our old gas meter back.
The in house monitor wasn’t connecting but he said to leave it plugged in. For 24 hours and it would be configured remotely. It hasn’t been and is installation isn’t complete.

We were told someone from Magnet would be in contact to arrange a new installation date to put everything right but no one has been in contact,

There should be a dedicated line to get help when meter installations fail.
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hi KevinandSylvie
I agree not a good experience, but I thought there was a contact number for Magnum?
I may be wrong but I thought PP relied on Magnum giving them the info so the meter could be configured.
Also try de/re powering the IHD and/or take the IHD near to the meter and power it off and back on again, it might already be configured.
There are issues with some IHD's not connecting or connecting then failing to connect but it's a bit early yet to say if you have a problem.

33625:
Disappointed with the attempted installation yesterday.

Engineer installed smart electric meter but couldn’t get the gas meter to connect back to the servers. After 3.5 hours he eventually put our old gas meter back.
The in house monitor wasn’t connecting but he said to leave it plugged in. For 24 hours and it would be configured remotely. It hasn’t been and is installation isn’t complete.

We were told someone from Magnet would be in contact to arrange a new installation date to put everything right but no one has been in contact,

There should be a dedicated line to get help when meter installations fail.
From what I’ve read I don’t think it will connect until the gas meter is sorted.

Tried powering off the IhD and back on again with no luck. It still says not commissioned.

It’s about 3 feet from the meter so don’t think it’s a connectivity issue

I’ve just found a number for magnum as part of the automated messages when they book the appointment so will try ringing that.

Electricity meter seems to have been set to 0000 reading is that normal when a new meter is installed and if so how will we feed readings back to pure if they don’t match up with numbers on the old meter. Is it possible to send a gas reading without electric?
Brilliant! (Not!!!)

The number pure planet provide in their text for Magnum Utilities is invalid text says it is 01164 783783 anyone know what the correct number is as BT say this number “is not recognised”
Userlevel 7
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Hi KevinandSylvie,
It seems that this is not an unusual occurance, with gas meters not registering.

With regard to the IHD it should just show the electric meter as not everyone has gas. This could be reset by PP.
You should contact PP via Wattbot to inform them about what is/ has happened, don't forget to start with " message the team ".
Regarding the start reading on your new meter, yes it starts at zero, the installers send in your final readings from the old meter and a new entry is put at 0 in the app.
Hope you get it sorted.
Userlevel 7
Badge +9
KevinandSylvie;33646:
Brilliant! (Not!!!)

The number pure planet provide in their text for Magnum Utilities is invalid text says it is 01164 783783 anyone know what the correct number is as BT say this number “is not recognised”


Magnum's website gives their number as 01164 783 571

Stephen
Userlevel 7
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hi k+s
just to add to other reply, new meters always start from zero, and if you want to submit you should still be able to read the new meter.
I've mentioned the gas separately issue several times...(!)...
If for any reason you can't read the new meter just enter zeroes in the electric boxes. (it'll be close to zero anyway)
The installer should have informed pp of the reading of the old meter. I'm not sure if that's the case about needing the gas reading, not everyone has gas and if there was no gas meter installed the installer should have configured the electric meter not to expect a reading (could be the issue, who knows..? )

KevinandSylvie;33639:
From what I’ve read I don’t think it will connect until the gas meter is sorted.

Tried powering off the IhD and back on again with no luck. It still says not commissioned.

It’s about 3 feet from the meter so don’t think it’s a connectivity issue

I’ve just found a number for magnum as part of the automated messages when they book the appointment so will try ringing that.

Electricity meter seems to have been set to 0000 reading is that normal when a new meter is installed and if so how will we feed readings back to pure if they don’t match up with numbers on the old meter. Is it possible to send a gas reading without electric?
Hi Everybody,

I have to say that I am glad that Magnum Utilities decided to "not install" an SMETS2 in my house on the grounds that I already had an SMETS1 fitted.
The scale of the issues covering these new installations is "staggering" to say the least.
I find it inconceivable that these meters and systems was deemed "fit for purpose".
I'm glad that I may have to wait for a fairly significant period of time before the software/firmware upgrade of SMETS1 to SMETS2 will be available to be rolled out.
I'm also a little concerned about the PP choice of installer...... not much positive commentary appearing on the Community Forum. I really hope that this all comes together in the not too distant future.
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Hi Gray
whilst I agree that pre-rollout testing should have exposed many of these problems, and I'm also of the opinion "never an early adopter be", it also has to be balanced against the fact that for every issue raised in the community there are probably tens if not hundreds of installs where no issues have been raised, and after all isn't that what trials are for anyway?

Whilst I am disappointed that what seem like extremely predictable and obvious issues which should have been nailed down before the trial began, have arisen, I'm not really surprised (I'm cynical so I expected it). I'm not sure whether that's the fault of the installers or the manufacturers (or communication between them).

On the other hand you don't know if another installer would have done better.

I would also think that it's in Magnum's interest to minimise the issues as much as they can for obvious reasons, not the least of which will be the post-trial post-mortem.

I firmly blame the government and Ofgem for this one, the time-scales are not achievable for development testing or installation.


Gray4276;33679:
Hi Everybody,

I have to say that I am glad that Magnum Utilities decided to "not install" an SMETS2 in my house on the grounds that I already had an SMETS1 fitted.
The scale of the issues covering these new installations is "staggering" to say the least.
I find it inconceivable that these meters and systems was deemed "fit for purpose".
I'm glad that I may have to wait for a fairly significant period of time before the software/firmware upgrade of SMETS1 to SMETS2 will be available to be rolled out.
I'm also a little concerned about the PP choice of installer...... not much positive commentary appearing on the Community Forum. I really hope that this all comes together in the not too distant future.
woz;33685:
Hi Gray
whilst I agree that pre-rollout testing should have exposed many of these problems, and I'm also of the opinion "never an early adopter be", it also has to be balanced against the fact that for every issue raised in the community there are probably tens if not hundreds of installs where no issues have been raised, and after all isn't that what trials are for anyway?

Whilst I am disappointed that what seem like extremely predictable and obvious issues which should have been nailed down before the trial began, have arisen, I'm not really surprised (I'm cynical so I expected it). I'm not sure whether that's the fault of the installers or the manufacturers (or communication between them).

On the other hand you don't know if another installer would have done better.

I would also think that it's in Magnum's interest to minimise the issues as much as they can for obvious reasons, not the least of which will be the post-trial post-mortem.

I firmly blame the government and Ofgem for this one, the time-scales are not achievable for development testing or installation.


Hi Woz,

I wasn't having a go at PP (or any other supplier).... my criticism is almost entirely aimed at the government and Ofgem for the way this process has been steam rollered through. Not enough time has been devoted to understanding the issues that should have been predicted. And I accept that the installers have also been given a virtually impossible task.
I'm still glad that I will have to wait for the upgrade to my meters.
As someone who was nearly involved in IHD design in the early days of the smart metering dream I have to say I am not surprised at all by the current situation.

For sure, having government set targets on things they don't understand is never a good idea. But in this instance they were inflicting their desires on a technically illiterate industry.

To put things in perspective, the project is really about developing two products and a data network to connect them to - the latter part being the most challenging when one of the products has to be battery powered. But in the timescale that this project has been running (staggering?), Crossrail has been started and almost finished. Yes I know it's late but tunnels, track, trains and stations are all nearly complete. The difference as I see it is that the rail industry knew what it was doing.
Hi @talldave,

As an ex Network Rail Project Manager..... I fully understand your sentiments regarding this, and I agree.
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ha - I didn't think you were (having a go at PP), but I'm quite happy to when required, it's part of the community fun!
Fortunately they do sometimes disagree with me...
Gray4276;33695:
Hi Woz,

I wasn't having a go at PP (or any other supplier).... my criticism is almost entirely aimed at the government and Ofgem for the way this process has been steam rollered through. Not enough time has been devoted to understanding the issues that should have been predicted. And I accept that the installers have also been given a virtually impossible task.
I'm still glad that I will have to wait for the upgrade to my meters.
Userlevel 7
Badge +10
I agree.
But I also question the premises on which the project was sold to the public (who after all are paying for it). Complete nonsense telling the public it will save them money.
What a wasted opportunity. Still, given another 20 years who knows what it might morph into. I can only hope the protocols become open source allowing people to bolt on their own smart stuff (not that I'm wishing for hackers..).
talldave;33696:
As someone who was nearly involved in IHD design in the early days of the smart metering dream I have to say I am not surprised at all by the current situation.

For sure, having government set targets on things they don't understand is never a good idea. But in this instance they were inflicting their desires on a technically illiterate industry.

To put things in perspective, the project is really about developing two products and a data network to connect them to - the latter part being the most challenging when one of the products has to be battery powered. But in the timescale that this project has been running (staggering?), Crossrail has been started and almost finished. Yes I know it's late but tunnels, track, trains and stations are all nearly complete. The difference as I see it is that the rail industry knew what it was doing.

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