NOT SO SMART
The bizarre reason your smart meter could be dumb as 3.5million have issues – are you affected?
Plus we reveal what you can do if you're affected
A BIZARRE reason has been revealed for why energy smart meters may not work - and it all depends on where you live.
The gadgets have been installed across 36 million homes across the UK but an estimated 3.5million are "dumb".
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This means they fail to feed back regular data to suppliers which ensure accurate bills.
It also means that some customers are missing out on cheaper energy tariffs which you can only access with the gadget.
That's what happened to Hartesh Battu, who was told that a divide in how smart meters work in the north compared to the south was behind his issues.
During an episode of the BBC's Panorama, the doctor from Glasgow, explained how he had six different smart meters installed, but none worked.
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He even switched energy suppliers from Scottish Power to Octopus Energy to see if that would fix the problem - but it did not.
If a smart meter isn't working it means customers have to manually work out their usage to avoid paying less than they owe and getting into debt.
Hartesh said he wanted a smart meter to save energy on his bills.
The device is needed to access tariffs that offer night-time rates that make it cheaper to charge his electric car.
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Octopus told him the problem was down to signal issues in the area.
Speaking on the show he said: "Basically they said that because I'm so far north there will be a problem with the signals or something, some kind of signalling issue.
"You know I just thought that was a bit... that was bonkers because I live in Glasgow, I'm hardly up in the Shetlands - I'm not rural at all."
Scottish Power also cited a "wider signal problem" affecting Hartesh's property as the cause for smart meters not working.
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Panorama contacted Octopus about the problems Hartesh was having with his meter.
The firm said the situation was "frustrating" because government regulations dictate it must use the radio-wave technology to provide a signal to Hartesh's meter - and that it was not allowed to access the local 3G signal instead.
However, Octopus told the programme that it had in fact decided to break the rules and fix his meter by connecting it to the mobile network.
It added that "regulation has not moved with technology".
What is the issue?
The Panorama investigation found that the way smart energy meters work in northern England and Scotland is different to the south, creating issues for customers.
Energy UK, the body that represents energy companies, confirmed there is a regional divide due to the way the meters send usage data back to suppliers.
It means customers could have to submit manual readings and receive estimated bills.
The issues have also been confirmed by meter engineers, according to the BBC.
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In the Midlands, Wales and southern England, all meters use wireless cellular technology like that used by your mobile phone.
This then sends data to the energy supplier, if a signal is not strong enough, it can be boosted by an aerial.
But in northern England and Scotland, meters instead rely on radio frequencies and an aerial fix isn't possible.
Smart meters were first introduced to homes in 2011 and initially, the government gave a target of having one in every home in the UK by 2020.
But the deadline has since been pushed back to 2025.
The goal is to help people save money on their bills while lowering carbon emissions as part of the government’s net-zero plan.
By showing how much energy households are using, and how much it is costing, meters are supposed to encourage people to use more energy at times of day when it is cheaper - because there is a surplus while most are in bed and factories are closed.
The cost of installing smart meters across Great Britain is estimated to be £13.5billion, according to the government.
There are 36million of the gadgets in England, Wales and Scotland - but recent government figures show 3.5million of them are not working properly.
Why is this happening?
When the mass roll-out started, the decision to use radio signals across northern England and Scotland was because it was thought the signals would be able to travel further across the hills and mountains.
This would mean it would reach more rural communities more easily than if they'd used the mobile technology used further south.
The chief executive Dhara Vyas of Energy UK admitted to the BBC that there are "issues in the north" due to how radio signals are transmitted.
Ms Vyas confirmed there are "live conversations" taking place within the industry about increasing the network range in the north of England and Scotland.
Speaking anonymously to the programme smart meter engineers confirmed they'd experienced this so-called technological divide.
An engineer called "Ahmed" told Panorama there were more problems in northern England and Scotland on average.
He added that the technology further south was more up-to-date.
Ahmed said: "You can end up going to someone’s house at the bottom of a mountain in the north and the radio frequency can’t get through.
"But there could be a good 3G signal nearby and that could get through - the customer doesn’t know that."
Another engineer, "Steve" works for a major energy supplier in Merseyside, and has experience installing meters in homes on both sides of the regional divide.
He said it is "far easier to complete a successful installation” in the south and Midlands where he could use the cellular network.
While "Alan" says that the rules are too rigid.
He said that when he encounters problems in the north with radio-wave technology, especially in built-up areas, he says he wishes he could access the cellular network.
“It shouldn't be an either-or. We should be able to use both," he added.
What can I do if my smart meter stops working?
If you notice your display screen suddenly goes blank or your readings don't seem to be right, contact your energy supplier as soon as possible.
You can contact energy suppliers to report faulty displays using the following contact details:
- British Gas: 0330 100 0056 or live web chat
- EDF Energy: 0333 200 5100 or on Whatsapp on 07480 802 942
- E.On Next: email [email protected] or call 0808 501 5200
- Octopus: email [email protected] or call 0808 164 1088
- Ovo: 0330 303 5063 or live web chat
- Scottish Power: 0345 058 0002 or live web chat
- Shell Energy: email [email protected] or call 0330 111 5050
- Utilita: 0345 207 2000 or live web chat
In the meantime, check for flashing lights, unusual symbols or screens that seem to stick. All of these are indicative of a potential problem with your system.
If your screen goes blank or disconnects from the network, suppliers recommend trying to turn it off and on first - as basic as that sounds.
Leave it to rest for a few minutes to allow it to reset, and then make sure the display is positioned as close as possible to your actual meter before rebooting.
Displays that are still functional should start showing your correct data again within 24 hours.
If you still don't have any luck, you can ask your supplier to send you a new in-home display. They should send you one for free.
However, The Sun revealed earlier this year that in certain circumstances, some suppliers charge up to £50 to replace faulty smart meter screens, so check beforehand.
If you're not happy with how your firm is treating you, you can file a formal complaint with them.
You must do that before you can take your complaint further, for example to the Energy Ombudsman.
To take it to the Ombudsman, you need to have received a so-called deadlock letter, to which the provider refers your complaint.
You can also complain if you haven't had a satisfactory solution to your problem within eight weeks.
Smart meter basics
It doesn't cost you anything to have a smart meter installed - your energy supplier and you won't be charged - so get in touch with them and make an inquiry.
Smart meters are designed so that you no longer need to send energy suppliers traditional meter readings.
This makes your bill more accurate, too, as it's based on readings from actual usage rather than estimates.
The devices also let you track your energy use at night, during the day, and at peak times.
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An in-home display is also usually provided, which connects to the meter and shows your energy usage and the cost in pounds and pence.
You can save money on your bills using a smart meter - notably by being able to take part in energy-saving schemes which reward you for using less energy at peak times.
What energy bill help is available?
There's a number of different ways to get help paying your energy bills if you're struggling to get by.
If you fall into debt, you can always approach your supplier to see if they can put you on a repayment plan before putting you on a prepayment meter.
This involves paying off what you owe in instalments over a set period.
If your supplier offers you a repayment plan you don't think you can afford, speak to them again to see if you can negotiate a better deal.
Several energy firms have grant schemes available to customers struggling to cover their bills.
But eligibility criteria vary depending on the supplier and the amount you can get depends on your financial circumstances.
For example, British Gas or Scottish Gas customers struggling to pay their energy bills can get grants worth up to £2,000.
British Gas also offers help via its British Gas Energy Trust and Individuals Family Fund.
You don't need to be a British Gas customer to apply for the second fund.
EDF, E.ON, Octopus Energy and Scottish Power all offer grants to struggling customers too.
Thousands of vulnerable households are missing out on extra help and protections by not signing up to the Priority Services Register (PSR).
The service helps support vulnerable households, such as those who are elderly or ill, and some of the perks include being given advance warning of blackouts, free gas safety checks and extra support if you're struggling.
Get in touch with your energy firm to see if you can apply.
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