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Smart meters with Pure Planet during Covid-19 lockdown restrictions

  • 23 June 2020
  • 68 replies
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68 replies

Welcome to the community @cartwrightea and @RoyEWood 

Nice one for getting stuck in!

Check out this FAQ about our SMETS2 smart meter roll-out :thumbsup:

Hi, I want to arrange for a smart meter to be installed can someone contact me? I stay in Scotland and my dad who I introduced to Pure Plant had his installed a few weeks ago.

Regards

Fiona

Hey Fiona @Feehughes 

Check out our FAQ about ‘can I have a smart meter’ :slight_smile:

It depends on when engineers are available in your region - if your Dad lives close by that may be a good sign! 

I have two smart meters for gas and electricity.  I cannot read the meters as the device does not allow me to and have not done so for quite some time.  What is the solution?  I have received an email from you stating that it been some time since I last provided a meter reading. Thanks

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Hi @pauldam 

Why can't you read your meters,  are you looking at the meters themselves and not the IHD. Is it because the display is blank, if so you need to wake the meters by pressing a button, usually A or 9 depending on the meter.

Dear PP,

I am interested in getting smart meter fitted and live in Scotland, could somebody contact me?

Hi @Marc,

I was signed up to the smart meter trial and had contact from Magnum about installation last May/June. Unfortunately (!) I also have solar PV and at the time they couldn't go ahead with installation.

I've been back in touch as now SMETS2 + microgeneration has been given the all clear and installations have started again since the covid-19 lockdown. They've asked me to get in touch with you as the request for my install is out of date and they need it updating. Is this something that can be done?

Many thanks

Hi @Marc,

I was signed up to the smart meter trial and had contact from Magnum about installation last May/June. Unfortunately (!) I also have solar PV and at the time they couldn't go ahead with installation.

I've been back in touch as now SMETS2 + microgeneration has been given the all clear and installations have started again since the covid-19 lockdown. They've asked me to get in touch with you as the request for my install is out of date and they need it updating. Is this something that can be done?

Many thanks

Hello @Tom Pike 

Sorry for late reply to your post. I was off for a couple of days!

Just checking - have you been in touch with our Member services team via WattBot about this? 

Hi @Marc,

I was signed up to the smart meter trial and had contact from Magnum about installation last May/June. Unfortunately (!) I also have solar PV and at the time they couldn't go ahead with installation.

I've been back in touch as now SMETS2 + microgeneration has been given the all clear and installations have started again since the covid-19 lockdown. They've asked me to get in touch with you as the request for my install is out of date and they need it updating. Is this something that can be done?

Many thanks

Hello @Tom Pike 

Sorry for late reply to your post. I was off for a couple of days!

Just checking - have you been in touch with our Member services team via WattBot about this? 

Mi @Marc 

 

I was in touch with them in the weeks before lockdown began (on the behest of Magnum, and following asking @Nataly ) and they said they would send across a new installation request, as the original one with Magnum had expired (was due for installation in May/June 2019 but PV wasn’t supported at the time). Then found out that installations had been suspended due to lockdown, but not heard anything since that point - and I’ve piggybacked on this thread to see if I can find out anything!

 

Cheers,

 

Tom

Hello @Tom Pike 

No probs. Our Member services team have flagged this with Magnum.

They’re pretty booked up at the moment - it’s been a challenging year for them in terms of having to reschedule appointments due to Covid-19 - but at least you’ll be back on their radar! 

I am trying to solve a problem with my smart meter but your help and support communication system is rubbish. Why can’t I deal with a person who knows what they are doing?

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Hi @Roger Luckhurst 

What's the problem, maybe the community can help

Hello @Tom Pike 

No probs. Our Member services team have flagged this with Magnum.

They’re pretty booked up at the moment - it’s been a challenging year for them in terms of having to reschedule appointments due to Covid-19 - but at least you’ll be back on their radar! 

Thanks a bundle, appreciated!

Hi everyone,

Now the Covid-19 pandemic lockdown restrictions are beginning to ease, we’re able to start installing second generation smart meters again.

We and our smart meter partners, Magnum Utilities, have been working to ensure that Members’ safety, and engineers’ safety, is the priority.

Pure Planet Members who had SMETS2 appointments cancelled in March due to the lockdown will be contacted first. We’re also getting in touch with those taking part in our EV pilot.

Due to ongoing Covid-19 related restrictions there’s going to be some small changes to the way we carry out smart meter (SMETS2) installations, and I wanted to give you all a bit more information here in the community.

Remember that the following applies to all our Members, including those with outdoor meters, as the smart meter installation requires safety checks and the switching off of main appliances indoors.

 



Booking the appointment by phone
As well as the usual checks about having access to the meter and nearby parking for the engineer, we’ll be asking whether there’s anyone in the property who is vulnerable and at high risk of serious illness.
If there’s someone in your home who needs to remain isolated, please tell us so we can put your appointment on hold until it’s safe for someone to come out. We’re following the latest Government advice not to carry out non-essential works in any household where someone is ‘shielding’ from Covid-19.


Before installation day
Contact Magnum Utilities urgently if anyone in your home develops Covid-19 symptoms between your telephone booking call and the appointment.
You’ll find Magnum’s contact details on the email and text messages they’ll send you to confirm your appointment.


Installation day - getting your home ready
The same rules apply as before Covid-19 in that there must be someone at home over 18, and your meter must be accessible.
We’d also like Members to open doors and windows to allow for extra fresh air.
Remember to observe social distancing.


Installation day - what the engineer will do before your new meter is fitted
All Magnum engineers will be wearing face masks and using hand sanitiser.
Please let your engineer know where’s the best place to park. If they need a permit it would be great to get one ready for them if you can.
Before stepping inside, the engineer will double-check with you that no one has been displaying any symptoms of Covid-19 in the last 14 days, and there’s nobody at high-risk in your home.]
The engineer will stay socially distanced - that means he or she won’t shake your hand, or accept a cup of tea!
Before the installation the engineer will switch off electricity and gas.


During the installation
During the smart meter installation please keep your distance! Ideally stay in a different room.
The smart meter will also be wiped clean.


After the installation
The new rules mean that the engineer won’t be able to take you through the step by step guide to using your In-Home Display (the little screen which connects to your smart meter and displays energy usage).
We’ll email you a guide which can also be accessed in our FAQs here. As well as IHD instructions, the guide includes usual energy saving tips.
They won’t ask for a signature on their handheld device.


Other useful info
We’re happy to see that the Magnum smart meter engineers are able to go back to work, and we’re grateful for our Members’ patience during the Covid-19 lockdown.
Of course, we’re going to be careful not to place anybody’s safety at risk. That means if an engineer suspects he or she may have contracted Covid-19 they’ll have to self-isolate at home, and that could mean some appointments will be cancelled at shorter notice than usual.


That's it for now. We’ll of course update this post if and when the Covid-19 impact changes, or if the Government changes its guidance for energy suppliers. We’re regularly reviewing all our Member services impacted by the pandemic.

Update 31/07/20

Magnum Utilities are back to full strength for meter maintenance work.
They’re working within Government guidelines when local ‘spikes’ are reported in different parts of the UK, and new lockdown restrictions come into force.

I’ve updated our FAQs about smart meters and about general meter maintenance.

Stay safe everyone.

Update 17/08/20

Magnum have started installing SMETS2 smart meters in Scotland again, along with Wales and England.

How do I go about requesting a smart metre? 

 

I am sorry if there is a link on her to request one but I can not see one currently. If some one could point me in the right direction that would be great. 

Our metre is not easy to access due to it location not being on our property but can be accessed once we have informed the neighbours as they have dogs. 

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Hi @AnneDave2013 

PP are now concentrating installations by region. When the engineers are due in your area you will be called to ask if you want one. This post gives more information

https://community.purepla.net/smart-meters-and-ihds-33/can-i-have-a-smart-meter-10328

 

Hi! 
 

Am I correct in thinking that I can get a free smart meter, but I can’t request one and have to wait to be contacted?

Thanks,

Fiona

Hi @Marc 

I was due to have a smart meter installed in early April, which obviously had to be cancelled.

Any idea when I'll get a revised date?

 

Thanks

Hey @Fionamcg 

Absolutely, getting smart meters installed is free :relaxed:  at the moment we’re contacting members based on when engineers are available in your area - you can also check out our FAQ “can I have a smart meter”, hope it helps! 

Hi @RichardDM 

Magnum Utilities have been working through the backlog created by various lockdowns across the country this year - I think in this case it may be best to get in touch with our Member Services team and let them know you had an appointment cancelled and would like it rebooked. They can then check this out for you :relaxed:

You can get in touch with them by selecting ‘get help and support’ > ‘ask a question’ in your account.

I would like a smart meter, but not sure how I go about getting one?

 

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I would like a smart meter, but not sure how I go about getting one?

 


Go into the app and start talking to the wattbot to ask for one. If you find you do not get anywhere with the chat bot, then type “message the team”. And then a human will see your messages.

 

The wait times for an appointment could be weeks to months though, so be patient.

Hey @Fionamcg 

Absolutely, getting smart meters installed is free :relaxed:  at the moment we’re contacting members based on when engineers are available in your area - you can also check out our FAQ “can I have a smart meter”, hope it helps! 

It’s not free it’s costing the country £13bn 

 not to mention the environmental cost of all those engineer visits and all those perfectly good old meters being scrapped

How do I go about booking a smart meter installation please? 

Hi When can we have a smart meter?

 

I have wanted one since we joined Pure Planet - any update on when we can get one?

 

Sally Z

Hi @Umvert @SallyZ and a warm welcome to the Community :slight_smile:

Great to hear you’d like smart meters installed - at the moment, our meter installers are working on a regional basis, so it depends when there’s engineers available in your area. 

Check out this FAQ for more info on getting smart meters :thumbsup:

We’ll keep the Community updated if/when this changes in future, too. 

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