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Smart meter

  • 10 January 2020
  • 35 replies
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35 replies

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.
Badge +5
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!
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?
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👍
Badge +5
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!
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.
Userlevel 7
Badge +8
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
Userlevel 7
Badge +9
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.
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.
Userlevel 7
Badge +9
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

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