[davgothic]

Hi,

We recently had both meters and the smart display replaced with a Trio X Geo due to a connection issue where the reading wasn't been reported to the network. I only realised due to the electricity going off after auto pay failed to top up the electricity.

Since then and with the new meter's we've been having a few problems.

1. Auto pay doesn't appear to work. I've tried deleting the existing auto pay settings in the app and re-creating them but it's still not working. I've even uninstalled the app and tried again but nothing. The smart display just drops below £2 then asks to enable emergency credit some time after on the smart display screen. I even let the estimated balance on the app drop below £2 in case auto pay was initiated via the app but even then auto pay didn't work.

2. The update to the readings in the app are a lot less frequent than before. As I look at it now the last reading update for electricity was 11 hours ago and gas 19 hours ago. I even had a prompt to enable wifi on the smart display to get real-time updates but even though it's on wifi the app seems to be unaware and is still displaying estimates.

3. The new smart display I was provided with no longer audibly alerts when the balance drops below £2 so unless I happen to pass the display and notice the visible alert I risk the electricity or gas going off, then have to manually top up and restore connection via the meter box outside.

Another annoyance is that the auto pay shows the credit limit before auto pay will occur at £2 but this isn't configurable. I'd much prefer the auto top up to happen at a more reasonable limit such as £5 as I have more chance of noticing that auto pay has failed in that case.

At no point have I been notified of an auto pay failure, the connection just shuts off.

Has anyone got any advice on what I can do to sort this out?

Thanks,
David

[Dann]

Originally Posted by davgothic

Hi,

We recently had both meters and the smart display replaced with a Trio X Geo due to a connection issue where the reading wasn't been reported to the network. I only realised due to the electricity going off after auto pay failed to top up the electricity.

Since then and with the new meter's we've been having a few problems.

1. Auto pay doesn't appear to work. I've tried deleting the existing auto pay settings in the app and re-creating them but it's still not working. I've even uninstalled the app and tried again but nothing. The smart display just drops below £2 then asks to enable emergency credit some time after on the smart display screen. I even let the estimated balance on the app drop below £2 in case auto pay was initiated via the app but even then auto pay didn't work.

2. The update to the readings in the app are a lot less frequent than before. As I look at it now the last reading update for electricity was 11 hours ago and gas 19 hours ago. I even had a prompt to enable wifi on the smart display to get real-time updates but even though it's on wifi the app seems to be unaware and is still displaying estimates.

3. The new smart display I was provided with no longer audibly alerts when the balance drops below £2 so unless I happen to pass the display and notice the visible alert I risk the electricity or gas going off, then have to manually top up and restore connection via the meter box outside.

Another annoyance is that the auto pay shows the credit limit before auto pay will occur at £2 but this isn't configurable. I'd much prefer the auto top up to happen at a more reasonable limit such as £5 as I have more chance of noticing that auto pay has failed in that case.

At no point have I been notified of an auto pay failure, the connection just shuts off.

Has anyone got any advice on what I can do to sort this out?

Thanks,
David

Hi David,
Thanks for sharing all of that detail, it sounds like you’ve had a really frustrating time since the new meters were fitted. I’d like to take a closer look and get this sorted for you.
Could you please send me a direct message with your account details so I can check your setup and make sure everything’s communicating properly?