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Smart meter


I waited in for the engineer to fit my smart meters, my appointment was today between 1pm-5pm, at 16.32 I got a call from Magnum saying they cannot attend !
grrrrrr !!!!!!!!
Not happy !!!!!!!
You must have some compensation process ?
please get in touch.
really very unhappy !!!!!!
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Dr Sanjeev Devgan
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Best answer by Nataly 13 January 2020, 10:55

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Userlevel 7
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Hi Dr Sanjeev

I realise this is a very frustrating situation. But when you post here you are not talking directly to Pure Planet (though the community is monitored by team members) but to your fellow customers... and they can't really help with this one. I'm sure Pure Planet will share your frustration, but isn't it worth taking this up with Magnum first? They're the ones who have let you down. Hope you can get it sorted quickly

​​​​​​​Stephen
stephenrand;46036:
Hi Dr Sanjeev

I realise this is a very frustrating situation. But when you post here you are not talking directly to Pure Planet (though the community is monitored by team members) but to your fellow customers... and they can't really help with this one. I'm sure Pure Planet will share your frustration, but isn't it worth taking this up with Magnum first? They're the ones who have let you down. Hope you can get it sorted quickly

​​​​​​​Stephen


Hey Stephen,
In a previous similar thread, I recommended to the poster that they should contact Magnum Utilities (I even furnished the contact details)......I was then told by someone from the CF that the correct course of action was to contact PP........
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I still feel that the customer should contact the installer about the issue.....and also complain bitterly to PP about the poor level of communication/service supplied by Magnum Utilities who are after all a "representative" of PP.
I have mentioned before that I don't feel that Magnum Utilities are providing the proper level of service that we (customers) and PP deserve or expect.

Maybe @Marc or @Nataly could consider contacting @Sanjeev....and obviously also Magnum Utilities.....just a thought.
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Re someone CF:
I vaguely remember that was me Gray?

Its not absolute, but in contractual terms its PP's problem as they appointed Magnum even though PP are not directly at fault.
Nothing wrong for a customer to let the installer know how hacked off they are to get issue promptly rectified, as that would be reasonable.
If not, PP does actually own the problem on behalf of their customer and should take the lead on behalf of the customer as and when needed.
It's PP's responsibility to deal with its contractor if problems persist as part of the agreed terms forming this contractual chain.
Sorry I sound like a jobsworth, too literal maybe, but thats the deal if it is not easily resolved.
Userlevel 7
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Hi Sanjeev,
I can understand your frustration, while I am not defending the late contact and cancellation, I can understand how it happened.
One one of my numerous visits to replace a meter on a PM appointment, the engineer was having problems getting the meter to communicate ( another story ) as time went on, he had to contact his office to inform them of the delay, one job was transferred to another engineer working in the area, another was cancelled. Things can go wrong with installations and inevitably the engineer will run out of time. As I said I am not trying to make an excuse for Magnum, but I can understand that it happens.
​​​​​​​All you can do now is contact PP and inform them of the missed appointment
Magnum engineers are paid a significant bonus if they complete 4 installations in a day. Needless to say, an engineer will leave it as late as possible before admiting s/he won't be able to get around to all of their planned installations when problems occur. Short-notice cancellations to other customers are then inevitable. For various reasons my initial smart meter installation went badly. Engineers were on site for about 10 hours. I assume other installations had to be cancelled that day. Due to hardware failures, the meters and comms hub had to be replaced. The replacement didn't go smoothly with incorrect remote data being sent to my meter by Magnum. In an effort to get his remaining 2 installs completed, the engineer left me about 3:00pm, leaving me with a system that's not working correctly. That was over 3 weeks ago. Magnum have made no effort to contact me to arrange completion of the install and I have had to chase both Magnum and PP for action. As others have said in this thread, PP are ultimatley responsible for the installations but they're being let down by Magnum.
My big moment has come. After being told a couple of months back I could not have a smart meter because of signal strength, I had a phone call yesterday to say they are coming on Wednesday morning. I note what is said here about things not happening. Will report back. So long as the installers don't try to tell me a smart meter saves money I'll be calm!
Hi @Sanjeev

Sorry to hear your appointment was cancelled at such late notice - we can understand your frustration.

Our Smart team are looking into the detail of why this happened, as we've been notified the engineer experienced van problems.

I also checked this out with our Member Services team and it looks like you've sent them a chat (nice one!) which Ed from the team is looking into for you.

You'll also receive a £30 compensation credit for the late cancellation👍
Nice one everyone for getting involved 👍

If there's an issue with installations, such as late cancellations, our advice would be to get in touch with us (Pure Planet) directly.

We can then manage the issue directly with Magnum and the member, including looking further into exactly what's happened.

The best way to get in touch is via WattBot.

​​​​​​​Hope that helps clear things up a bit?
Whilst my big moment is today it looks like it will be a 50% one! Magnum's engineer has arrived but says that as the earth bonding goes to the gas meter pipe he cannot instal the Smart Meter to the gas supply and change the meter. Apparently he is not qualified, or rather not allowed, to remove the earth cable by undoing the clip with a screwdriver and then reattach it once the replacement meter is installed. A job I could do, and so could he, but apparently Magnum won't let him and he has to go on a course! It won't be long before we need to go on a course before switching the kettle on!
I doubt that it's 'Magnum won't let him' so much as the fact that he has to be able to ensure that the 'earthing and bonding arrangements you have are up to the required standard' any electrical work is only as safe as the earthing and bonding.

Therefore, if your engineer is going to do anything to the bonding on the gas pipe, there must be 'evidence' that he is trained in how to safely restore your earthing and bonding to that pipe - hence the 'training course.'
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Of course, you could always do it yourself, but then the risk of electric shock, possible explosion, is on your own head.
Userlevel 7
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Hi G4HRL
​​​​​​This has popped up before about earth bonding on gas pipes. I have had numerous visits to replace my gas meter, but on the last visit the engineer attached a large label about the lack of bonding ( it on the water pipes ), but never actually said anything.
​​​​​​​What I can't understand though is that Cadent have been replacing the gas pipes from mains to premises with plastic pipes, so how does the earth bonding work?.
​​​​​​​Just a thought, why not remove the clip yourself and refit it after the meter change
Userlevel 7
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Just a small point Duppy as advised by engineers when we had our gas mains updated.
The existing pipe remains in situ and engineers thread through the new plastic pipe.
But I guess that could be dependant on the existing infrastructure from area to area.
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Strutt G;46393:
Just a small point Duppy as advised by engineers when we had our gas mains updated.
The existing pipe remains in situ and engineers thread through the new plastic pipe.
But I guess that could be dependant on the existing infrastructure from area to area.

Agreed Strutt G, that's what they do, but in my case ( and I assume others ), they had to cut a large piece out because they couldn't navigate through a 90 degree bend. At most 40-50 cm of original pipe left before the gap, and next door had their meter moved, plastic all the way.
He knew what to do, I knew what to do but he had to report it in as Magnum will not let him touch it without training. I accept some training may be needed in using a screwdriver to undo a clip and reattach it, I accept there is a jobsworth mentality here, I accept that companies are petrified of things not being done right, but what I cannot accept is the lack of common sense. But then sense is not common.

If you are qualified to disconnect and remove an old meter, to install a new one, to check the home circuit is OK, including earthing (all of which he did) then he has the qualifications to move the earth strap. No, some jobsworth has decreed training is needed, despite sufficient knowledge and training already having been effected. It keeps people in employment I suppose but ultimately at our expense. There will now have to be another visit to install the gas meter. He hinted I may not hear and if I have not in a month to get in touch with PP about it!

Some government idiot once said smart meters save money, whilst he was not only wrong on that, he omitted to say that with this behaviour they cost us money.

i also asked the installer what upgrades at been done to the wireless network, for not so many months ago Magnum said they could not install a Smart Meter because of a weak signal in my area. He knew of none!

Anyway, I now have a little screen telling me what electricity I am using! One day it may tell me about gas.
Hi @G4RHL

In these cases we'd advise to get in touch with an electrician, who can sort the wiring out ready for your gas installation. It's not a very common issue but unfortunately it does crop up sometimes.

The Magnum engineers are prohibited from detaching the earth wire due to the safety risk, if something went wrong!

Magnum should contact you to rearrange the installation. If you haven't heard anything in a couple of weeks, get in touch with our Member Services team and they'll be able to chase this up for you.

Glad to hear that the electricity installation went well at least 😁

Fingers crossed for the gas meter! Let us know how everything progresses. 🤞
There is a bigger safety risk taking the meter out and fitting a new one. Removing and reattaching an earth strap is something I am sure anybody can do, but..... Sounds like someone must have cocked up a simple job at some time.
As a Smart Meter newbie, well 50% newbie, I await the gas meter, I am intrigued by the read outs on the display panel. It may be I see odd readings because it is settling in, it was installed 3 days ago, but they are odd. I can understand the green, amber and red and I expect it to show red when a tumbler drier, washing machine is on, but a lot of the time during the daytime it stays in green showing a cost of between 3p per hour and 6p. During the night it drops to 1p per hour. If that is right then I am pleased for fridges and freezers are still on as also is the power to all my Hue bulbs even though the lights are not on. But what is strange is that the needle often sits in the amber section yet I am told the running cost is say 4p per hour. Other times 4p per hour shows in the green section. I accept there will be a time delay whilst it catches up with what may be switched on but after watching it for some time, 5 minutes or more, it stays amber even though I know nothing is switched on other than perhaps my computer. Early days of adjusting perhaps?

It is a pain to get the back off to put batteries in! I have to assume that when the PSU provides power it bypasses the batteries for there is no warning about leaving batteries in other than not to use rechargeables, and that will be because of their lower voltage.

I have to say though that by taking the panel to the appliance and switching it on you can quickly see what it costs. You also see the cost going up and down if the appliance is a washing machine or dishwasher when it needs to heat incoming cold water. It won't save me money though!
Userlevel 7
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Hi G4HRL
Welcome to the weird and wonderful world of smart meters, you are right it won't save you any money, I'm sure like me, you only use the energy you need, and don't turn things on for the fun of it.
Your IHD may in time settle down, and so to will the constant checking of usage, and if your family are anything like mine, they don't even look at it.
You will find , on battery power it will only last about 3 hours, and there is no warning they are running low, so best to keep it plugged in.
i hope you get your gas meter sorted soon and your remaining SM experience is uneventful
Regards
​​​​​​​Duppy
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I switch things off for the fun of it but inevitably it ends badly....
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Duppy;46630:
Hi G4HRL
Welcome to the weird and wonderful world of smart meters, you are right it won't save you any money, I'm sure like me, you only use the energy you need, and don't turn things on for the fun of it.
Your IHD may in time settle down, and so to will the constant checking of usage, and if your family are anything like mine, they don't even look at it.
You will find , on battery power it will only last about 3 hours, and there is no warning they are running low, so best to keep it plugged in.
i hope you get your gas meter sorted soon and your remaining SM experience is uneventful
Regards
​​​​​​​Duppy
Delighted to say I have progress. After working out how to navigate the system of raising questions in the app, that is a very long way off being obvious or intelligently thought through, never mind not knowing when you may have reply, I eventually broke through the barrier to the other side. A bit like Dr Who crossing the boundary to get to Galifray! My gas smart meter is being installed next week. I do hope the engineer comes with a screw driver to relocate the earth strap. It makes you wonder what must have seriously gone wrong somewhere for the moving of an earth strap to have become such a big issue. My guess is somebody took it off and failed to put it back on correctly!

My Electric Smart Meter works OK. A bonus seems to be PP have stopped sending my bills now! They have not stopped debiting my bank account though!
A further update on the installation of my gas smart meter. In January the engineer could not install it because he had not been on the training cause that tells one how to take an earth strap off and put it back. The installation was to be rescheduled. Reminders had to be sent to get it moving and they made it clear the right engineer needed to attend. This resulted in a booking for this coming week. I sent a message to ensure he or she would be able to do the job and received a reply that seemed to be a general one and not specific to me to say that the installer cannot move the earth wire but I could get this done or do it myself! I am waiting to hear if that is a mistake! I don’t think this is a PP issue but a Magnum one they being the chosen installers but it is a PP person who responded to me. I will report in later in the coming week.

In the interim I have had no bills from PP since January and my credit is building up in the account.
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Hi @G4RHL
As I said in your previous post, if you are able I would take the lead off myself and refit it later, although you shouldn't have to, but at least you would be sure that the meter was changed
​​​​​​​As regards your statement issue, there is often a delay in receiving statements after meter changes. After mine were fitted I didn't receive a statement for five months
So when are PP rolling out the new Smart Meters?
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Gerry Sweeney;49732:
So when are PP rolling out the new Smart Meters?


Hi Gerry,

Welcome to the community.

Got this link by scrolling through through all the smart info.....in the above smart meter menu..think its a good starting point
https://community.purepla.net/threads/8690-A-look-back-at-2019-and-the-world-of-smart-meters

Review all above posts and revert back as lots of members ready to assist...
I am likely to do what you say but having recently had a minor operation care is needed bending over!

As for bills I imagined the delay is the change over but puzzled as to why it should be an issue.

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