Keep sending us monthly meter readings after your new smart meter installation - for now

  • 22 August 2019
  • 34 replies
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  • Community Manager
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Hi everyone

Just a reminder that if you’ve just had a new smart meter installed by us we’ll still ask you for monthly meter readings, for now.

We’re currently installing a few dozen 2nd generation smart meters each day.

Our pilot began in February and we’re waiting for some firmware and data network issues - which is affecting all energy suppliers - to be fixed before we start to increase the number of installations. You can read more about that here.

A big thanks to Members in the pilot. :raisinghands: Your feedback’s been really helpful so far, and continues to be.

One question that gets asked a lot is why you’re still asked for monthly meter readings when you’ve got a new smart meter?

Right now we’re seeing that it’s taking an average of three months for smart meter readings to appear in our Members’ accounts and sometimes reads are only returned for one fuel and not the other. Our smart meter team’s working hard to manually intervene and fix this where they can.

To make sure your account stays on track, keep sending us your monthly readings as before. You’ll know when your smart meter readings are coming through as they’ll appear in your app and web account’s reading history.

Here’s how you can take manual readings, for both models of SMETS2 smart meter we’re installing:



Since mid-July we’ve been emailing a guide to using PP smart meters to Members who’ve had one installed. It looks like some Members may not have been sent this email, and we’re sorry if we’ve missed anyone off.

You can see the same information in this community FAQ - : A guide to using your new Pure Planet smart meter

34 replies

Userlevel 7
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This thread should be linked to in the SM FAQ for now?
woz;36082:
This thread should be linked to in the SM FAQ for now?

Good shout @woz 🆙
I had a smart meter installed but was asked for a Meyer reading. I thought having a smart meter meant you didn't have to send readings. When I looked at my bill there is an estimated meter reading. Why is this?
Userlevel 7
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Hi, when you have a smart meter installed it takes a while for it to be fully set up, so you have to keep sending readings.
If you haven't, then they will be estimated for you .
Anne1948;36390:
I had a smart meter installed but was asked for a Meyer reading. I thought having a smart meter meant you didn't have to send readings. When I looked at my bill there is an estimated meter reading. Why is this?


True in an ideal world, unfortunately there has been some issues, my own meter sometimes sends both sometimes just one. This is why I'm on the pilot scheme to help identify issues.
At least with your IHD is easier to get your meter readings.


HTH
Anne1948;36390:
I had a smart meter installed but was asked for a Meyer reading. I thought having a smart meter meant you didn't have to send readings. When I looked at my bill there is an estimated meter reading. Why is this?


Hi @Anne1948
Thanks for your post!
I've moved it to this thread about why we're still asking for meter readings ☝
I am totally lost in this blog.
I have a smart meter. It fails to show on the display. I do not trust the meter. Am I being charged correctly?
Will a manual reading be accurate? What should I do as the display unit - which once showed gas usage - now shows nothing.

Are Pure Planet getting my readings? I do not know.

Let us hope.
Userlevel 7
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GeorgeRB;37681:
I am totally lost in this blog.
I have a smart meter. It fails to show on the display. I do not trust the meter. Am I being charged correctly?
Will a manual reading be accurate? What should I do as the display unit - which once showed gas usage - now shows nothing.

Are Pure Planet getting my readings? I do not know.

Let us hope.


Hi there

The whole smart meter thing can seem very confusing, can't it?

Here's my simple guide - send in a manual reading from the meters themselves. If Pure Planet did not supply your smart meter, they are not getting the readings. (The industry is promising this will be fixed, but I don't think anyone is holding their breath)
If Pure Planet have supplied your smart meter, they are asking people to send in manual readings for the time being.
Sorry to be the bearer of bad news...

Stephen
Apparently you still need to send meter readings in until told differently
Userlevel 7
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hi George

your in home display is not your smart meter, it matters not what that's telling you or not telling you for the moment. PP will be charging you correctly for the no of units used as measured by your smart meter not your in home display.As soon as they get readings your statement will correct itself so don't worry about being charged correctly. Just make sure for the moment that you are able to read the actual meter. Here's a link on how to do that
https://community.purepla.net/threads/6696-Keep-sending-us-monthly-meter-readings-after-your-new-smart-meter-installation-for-now
GeorgeRB;37681:
I am totally lost in this blog.
I have a smart meter. It fails to show on the display. I do not trust the meter. Am I being charged correctly?
Will a manual reading be accurate? What should I do as the display unit - which once showed gas usage - now shows nothing.

Are Pure Planet getting my readings? I do not know.

Let us hope.
Hi,

I had a Smart meter installed about three weeks ago and was told by the engineer who fitted it I would be sent an in home display later. I still haven’t received it. Is there a delay sending those out or has there been an error?

Thanks.
I’ve just entered my smart meter readings, but my last readings are estimates and are from the old meters that you’ve taken away. Hope you charge me the right amount...
Userlevel 7
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hi Jdtootell
when the installer took away the old meter they will have noted the final readings when they were disconnected, you'll eventually get a statement with those charges on. It will take a while though...
Jdtootell;38080:
I’ve just entered my smart meter readings, but my last readings are estimates and are from the old meters that you’ve taken away. Hope you charge me the right amount...
Jon K;37837:
Hi,

I had a Smart meter installed about three weeks ago and was told by the engineer who fitted it I would be sent an in home display later. I still haven’t received it. Is there a delay sending those out or has there been an error?

Thanks.


Hi @Jon K
Has your IHD arrived yet?
Hi, No it hasn’t.

Thanks,

​Jon
Jon K;38870:
Hi, No it hasn’t.

Thanks,

​Jon


Thanks for the update @Jon K
I've checked this out with our smart meters team. They're raising this with Magnum and it should get sorted soon.
They've also got your query via WattBot so they'll be able to update you there. 🆙
Great, thanks for the update.

please let me know if your hear anything from Magnum

Thanks,

Jon
Hi, this post originated in January 2018, we're now in October 2019. I had a new smart meter installed 2 months ago, I was told by the engineer who installed it that my readings would be updated automatically, however I am still be sent emails to update my meter readings manually using the App.

Could you kindly confirm if after nearly 2 years from the original post we still have to update our (smart) meter readings manually please?
Userlevel 7
Badge +8
Hi myauntie
I don't know where you got that date from, but this thread was started on 22/8/19, which is only 6 weeks ago, not 2 years.
Yes you still need to send manual readings in because as explained there are problems industry wide in getting the readings sent automatically
Hi,

I'm new to PP this month and bringing SMETS2 meters with me.
I'd just like to report my experience, for what it is worth lol!

I switch every year in the belief that all energy companies penalise loyalty by default. So I do not waste my time asking a current supplier to match or better an offer. Waste of breath - I move. Over the phone Scottish Power won me over with the claim that they would always have me on their cheapest rate. So I switched to them in August. In September they installed SMETS2 meters. They were installed by Providor and made by Chameleon Technologies of Harrogate. The IHD or in-home-display carried this information:

IHD3-PPMID 2018
Model CA30106 Type 1

The technician said there was no user manual with it and my best bet was Youtube. For some days I only found SMETS1 looking anything like I'd got. (Did find a relevant video eventually.) Despite the fact that Scottish Power now only install SMETS2 all the info on their own site concerns smets1 !! Chameleon did not have an online manual either.

Fortunately I found the folk at smartme.co.uk who had nothing at the time but went out of their way and discovered that OVO had the same meters and produced a clear manual. They also found a colour pamphlet somewhere and placed both of these in their own public database.

By September I found that Scottish Power had deceived me and though I had the cheapest online tariff there were brokers tariffs cheaper again. So I gave them an earful and switched to PP immediately - under a fee of £30 per fuel to SP which I might still pursue - but no way do I stay with liars.

The actual supplier switch occurred at midnight last night and both meters read zero for about 12 hours and sprang into action about 12 noon. There was a message to say that the changeover was successful.

As I understand it
1) All smart meters work on a mobile network of its own (not the internet)
2) SMETS2 reports all meter figures to a government database.
(The point being it is raw data therefore no supplier can have an incompatible system.)
3) PP then has to gather the meter readings from there.
4) I expect PP has to install the tariffs to the IHD directly.

These last two points would need relevant permissions given to PP.

I would expect software testing to need to be very careful before everything is fully automated for bills so I'll just send in monthly readings until told otherwise.

It's all good so far with PP!
Best Wishes to all

I've just switched to Pure Planet and have just discovered that I will have to send you meter readings every month. Had I realised, I might not have switched...my meters are fairly inaccessible and it means emptying cupboards out, standing on a stool etc to read them. So not something I relish doing every month!
I'm already on my second smart meter having switched suppliers before. Should I expect to be getting another new smart meter? Even then, it sounds like I'm going to have to empty out the cupboards every month - not very happy 😞
I'm the same @GeorgeRB - my new so-called smart gas meter does not display the meter readings so I too am unable to submit accurate number for my statement. I also am unable to update my electricity meter reading as the app appears to allow those on dual fuel to submit both your electricity and gas readings at the same time (and not individually). Am now paying estimated bills which I thought smart meters were meant to remove the need of in the first place?

- - - Updated - - -

My bad @Duppy - that was the member's joining date.
Can't you scroll through the settings on the display unit and veiw readings there ? On mine it's in settings then advanced and both the current gas & electric readings are there. No need to access meters.
Hi Marc.

Just some feedback, whilst the information is there somewhere in the community page, it would be really good if PurePlanet made some videos and uploaded to their YouTube channel (create one if not there).

The smart meters look different and I was really confused on how to take the readings. A video assisted guides would be really good. Especially since the ones currently on YouTube by others have this digital numberical pad but the ones installed by PP doesn't. So would be good to show how to activate the screen then take the readings and submit it via the App.
Smart meters fitted last July, these and monitor have never worked. Customer have no substantive answers.Probably the best thing would be to return me to the previous manual system. At 76 years old I don't want all faffing about and generally ignored by Planet. My friends have satisfactory Smart Metering from their suppliers. Perhaps the best thing would be to change to one of those!

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