[RachArmatage]

I’ve tried to transfer credit from my gas meter but it’s saying I can’t because it hasn’t had an up to date meter reading. It’s been saying this since yesterday. I’ve noticed that both my meters and the app have been weird since they updated.

[WilliamB]

Hi @RachArmatage,

I'm sorry to hear you are having issues after the smart meter update. We have noticed that the app has been having some issues connecting to the meters after this upgrade, and we are trying to fix these issues.

The first thing we would need to ask is if your IHD is connected to your wi-fi? The app uses this to take up to date meter reads, so if the IHD is not connected to the wi-fi, then the app will not pick up an accurate balance.

Thanks,
William

[Domran]

This has been happending to me for a number of weeks.

Had a complaint logged and after a week get s phone call saying its because i am not using thr meters (Gas and Electric) as i am away.

Funny though as ive started using the meters for around 4 days and the online balance was not updating.

Spoke to a chap called Peter in Kenya who told me this is an ongoing issue and the feature to transfer money to savings from meter is disabled and he has had a lot of calls.

Only route is to have them refund you and add it to savings from a card.

[Domran]

Originally Posted by WilliamB

Hi @RachArmatage,

I'm sorry to hear you are having issues after the smart meter update. We have noticed that the app has been having some issues connecting to the meters after this upgrade, and we are trying to fix these issues.

The first thing we would need to ask is if your IHD is connected to your wi-fi? The app uses this to take up to date meter reads, so if the IHD is not connected to the wi-fi, then the app will not pick up an accurate balance.

Thanks,
William

And your t&c stipulate you DO NOT need to use your IHD. The meters get sent to your system which works, the app does not. Its most likely the update thats broken something on the backend...

[WilliamB]

Hi @Domran,

I'm sorry to hear this is also affecting yourself. It does say that we take half-hourly reads from the meter in our terms and conditions, but the way in which this data is communicated with us is through the IHD when this is connected to the wi-fi. If we are not receiving this data from the IHD, then the meters themselves will send us a snapshot, however this is only sent from the meters at midnight each day unless requested manually by an advisor at another time. If the only data we are receiving is the midnight snapshots from the meters, then the app will show that it is an estimated balance as this is not up to date and may be different from the balance on the meter and the IHD. This is stated in the terms and conditions of the app.

We are aware of an issue affecting some customers that means, even when the IHD is connected to the wi-fi, it will not send us the correct balance data. This means that the data in the app will revert to the midnight snapshots from the meters. This will show in the app that the meter balance is not accurate, as stated before.

Our back-end IT team are aware of this issue and are currently looking into a fix for this. Could you please send me a direct message with your account details and I can let them know that you are also affected by this issue.

Thanks,
William