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Smart meters with Pure Planet during Covid-19 lockdown restrictions

  • 23 June 2020
  • 68 replies
  • 14697 views

  • Community Manager
  • 6861 replies

Hi everyone,

During the Covid-19 pandemic lockdown restrictions we and our smart meter partners, Magnum Utilities, have been working to ensure that Members’ safety, and engineers’ safety, is the priority.

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 lockdowns.
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.

You may also like: Can I have a smart meter?

 

Updated 5 January 2021

The guidelines of the governments of England, Scotland and Wales continue to encourage employees to work from home where they can, but, if they can’t, to still go to work where it is safe to do so. 

Magnum Utlities will continue to install smart meters. They've been working under the same conditions since March 2020. 

Please contact Magnum Utilities urgently if anyone in your home develops Covid-19 symptoms between your telephone booking call and the appointment.

 

Updated 14 January 2021

Due to tighter restrictions announced in Scotland last night, all non-emergy meter work, including SMETS2 appointments, will be cancelled from Saturday 16 January. This will last for six weeks to start with, pending more announcements on restrictions.

Magnum will be contacting all Members in Scotland affected by this. And, of course, they’ll re-arrange appointments when restrictions are lifted.


68 replies

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@DWJ 

Pure Planet are fitting smart meters by region, and you will be contacted by their installers Magnum when they are in your area.

 

Hi everyone,

During the Covid-19 pandemic lockdown restrictions we and our smart meter partners, Magnum Utilities, have been working to ensure that Members’ safety, and engineers’ safety, is the priority.

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.

Hey there, I’m desperate for a smart meter - any chance of getting onto this list for an upgrade? 

 

Userlevel 7
Badge +8

@Kac 

Welcome to the community.

Pure Planet will not be renewing your SMETS1 meters unless they become faulty, they will eventually be upgraded by the DCC so that they will work with any supplier, although the upgrade program has been delayed/ extended.

 

You may find more information in this link depending on the make of your meters

I have just joined pp I'm missing looking at my in home display  smart meter it is now offline. When can I get a new one. Currebtly have the 1st gen smart meters fitted. 

Thanks 

Userlevel 7
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🤣🤣🤣🤣🤣🤣🤣🤣👍👍

Userlevel 7
Badge +11

 

Hahaha. If they did they have a lot to answer for !!

Userlevel 7
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I have never had a smart meter and been here for 20 years. Ok will do thankyou

@Grandma23 

I wonder if the Smart Meter gremlins crept in at the dead of night and changed the meter while you weren’t looking..:robot:

(joking!)

I have never had a smart meter and been here for 20 years. Ok will do thankyou

Userlevel 7
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@Grandma23 

If you are sure that you do not have a smart meter, when you use Wattbot to contact the team, attach a photo of your meter, showing the serial number. It is possible that PP have the incorrect meter information

Hi @Grandma23,

In the app use the ☰ menu to Get help and support then Ask a Question. Now tell the Wattbot machine your situation. It likely won’t understand, so type Message the team to get the attention of a real human.

They should reply in a few days and correct the mistake.

 

Thank you 😊

Hi @Grandma23,

In the app use the ☰ menu to Get help and support then Ask a Question. Now tell the Wattbot machine your situation. It likely won’t understand, so type Message the team to get the attention of a real human.

They should reply in a few days and correct the mistake.

 

Can someone tell me why Pure Planet are saying that I have a smart meter when I have not. My tariff keeps saying smart readings but this is untrue. I am getting very frustrated with not being able to get in touch with anybody.

Thanks @Duppy and @Nataly  - I’d read all

those links and they just said you’d be in touch so was trying to find a “please register my interest” button. I’ll ping Member Services. Thank you & happy weekend!

Hey @Joggern 

@Duppy has helpfully linked to our FAQ about our smart meter rollout. Thanks @Duppy!

Since you’re looking at smart meters due to SEG payments, it may also be helpful to get in touch with our Member Services team to check this our further - you can use ‘get help and support’ > ‘ask a question’ to get in touch with them :slight_smile:

Userlevel 7
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@Joggern 

 

Hello. Can I register for a Smart Meter please? I’ve got solar panels, I don’t have any smart meter and I’ll need this ahead of your planned SEG offering in a few weeks time.

I can’t find anywhere in the forums to do this.

thank you

Hi all

Due to tighter restrictions announced in Scotland last night, all non-emergency meter work, including SMETS2 appointments, will be cancelled from Saturday 16 January. This will last for six weeks to start with, pending more announcements on restrictions.

Magnum will be contacting all Members in Scotland affected by this. And, of course, they’ll re-arrange appointments when restrictions are lifted.

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. 

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

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

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

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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.

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

 

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.

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