Households left without gas after energy supplier smart meter glitch – what you need to do NOW
HOUSEHOLDS have been left without gas after an energy firm suffered a smart meter glitch.
So Energy said a small number of smart meters have been affected by the issue, cutting off some customers' gas supply.
The company, which supplies around 250,000 customers according to its website, said 350 households have been affected.
The problem was caused by a remote update to the smart meters, and many of those affected have already been fixed.
It said it has identified the households who are affected by the problem, and will get in touch with them directly.
In a statement posted on Twitter on April 7, So Energy said supply was being interrupted and will be reconnected "shortly".
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The glitch comes as consumers are facing sky high energy bills.
Gas and electricity prices have soared as the price cap jumped 54% earlier this month.
That means the average energy bill has risen £693 to £1,971 a year.
One customer said: "My smart meter is showing off since yesterday and the gas supply is therefore cut off, please help."
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Another added: "I've done what was requested but the display is blank regardless of what button I press, I've replied via email but the response to that is that someone will be in touch within 48 hours, this is for an 82 year old woman on her own."
What should I do if my gas supply is cut off?
If you are affected by the problem, check your email as So Energy should have contacted you to explain how to get reconnected.
It will call customers who don't have an email address.
The company said: "We’ve identified the meters affected, so there’s no need to get in touch - we’re working to rectify this issue, and will have supply reconnected shortly."
It's a good idea to take a photo of your meter's display as evidence of the issue.
The majority of the smart meters have been fixed by customers pressing a button that restored the gas supply.
This process has been outlined over the phone or in emails to customers, So Energy said.
In some cases, engineers have been sent out to resolve the issue.
Can I get compensation if my gas supply is cut off?
So Energy said all affected customers will get at least £30 of compensation.
If your supply was cut off for longer, you'll get more cash back.
In the meantime, make a note of any extra costs you've faced due to the disconnection - for example using an electric heater or ordering food.
Generally, you might be entitled to compensation if your gas or electricity supply goes off, according to energy regulator Ofgem.
It depends on if the cut was planned, how long it lasts for and whose fault it is.
You should contact your local network company - which is different from your supplier - if you get cut off.
Customers can for gas or electricity online.
But you may need to contact your energy supplier if you've been cut off because of a faulty energy meter or if you run out of prepayment meter credit.
If your gas supply is cut off due to planned works, and the network operator didn't give five days' notice, you can claim £20.
You'll get more if you're off supply for more than 24 hours - the amount will rise depending on how long the disruption lasts for.
You can get more if you are off supply for more than 24 hours. The amount rises depending on how long it lasts for.
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If the supply cut was unplanned you have three months to make a claim.
Otherwise, customers have one month to ask for compensation.
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