I'd like to offer some feedback on the Smart Meter experience thus far.. It's been pretty disappointing to be honest. Our SMETS2 meters were installed a month ago, on April 4th. The engineer arrived as arranged, just after 9am. The electricity meter was fitted reasonably quickly, soon found a network connection and was set up. This meter acts as a master meter, connecting to the back-office servers and also passing on information from the gas meter. The gas meter also installed fine, connected to the Home Area Network (HAN) and the two meters seemed to be communicating with each other no problem.
However, the Magnum servers could not see the gas meter. The electricity one was visible, but even though the two meters appeared to be communicating with each other, the engineer working with the back-office team by telephone could not get them to see it. The upshot is that the in-house monitor could not be set up either, as it needs both meters to be on the system before it is connected. After six hours of repeated calls and pressing the 'check HAN commands' feature on the gas meter well into the hundreds of times, the engineer gave up and said someone would be in touch. He also said ours was not the first one he'd installed that had had these problems.
A week went by; no call. I rang Magnum to see what was happening (I was only able to do this because I had a number for the engineer because he'd texted me on the day of install as he was slightly delayed by traffic, otherwise I would have had no means of contacting them). I was told that according to their system, the installation had been completed successfully! So one week wasted. I explained the problems we'd had and was assured a message would be sent to the back-office team, who would urgently look into it and get back to me.
Another week went by; no call. I rang Magnum again. I was again told another urgent message would be sent to the back-office team and someone would be in touch very soon.
Another week went by; no call. I rang Magnum once again. This time the agent listened back to the recordings of my previous calls and after a half-hour or so of being on hold and her speaking with various people, told me I needed to call Pure and request them to request Magnum carry out a Site Investigation...! They couldn't just arrange it themselves and hadn't told me that this was needed when I first called in. I did politely point out that it was a bit disappointed to have taken them three weeks to get to the point of knowing what it was I needed to do to get this problem resolved. Especially as ours was not a unique case.
So, I asked Pure to do this for me using WattBot a week last Friday. I've had confirmation this has been done, but as yet still have heard nothing from Magnum...
It is a month since our SMETS2 meters were installed and I am happy to have been part of the trial, but at present they are effectively dumb meters. Magnum seem to have some real issues to resolve and are not at all good at customer communications. When they booked us in for the installation, no contact details were given, nor a confirmatory email sent, so it would have been impossible to change or cancel the booking if necessary.
I respect that this is only our experience, but am providing feedback here to say that if all doesn't go well at install, it is really difficult to get the issues resolved.
My hope is this will be sorted swiftly and Pure will look into developing variable time tariffs soon, which would make effective use of the capabilities of the smart metering.