Struggling to climb a ladder to read a “smart” meter that has stopped working is part of the brave new world for electric and gas customers, especially since utility companies are often no longer willing to go out and read your meter. .
To add insult to injury, for about one in ten households equipped with one of these new devices that has been made “dumb” (so it only works like a traditional meter requiring manual readings), the energy giants now threaten charged customers of almost £200. if they are called to fix the problem and discover there is nothing wrong with the device.
Carole Winn is one of dozens of readers who say they’ve been left worse off with a smart meter than with a traditional meter.
Carole, from Thornton-le-Dale in North Yorkshire, had to take readings manually after her smart meter stopped working six months ago.
When working, smart meters automatically send details of energy consumption to the supplier and also offer households more control by showing almost real-time how much energy is being used.
Carole Winn is one of dozens of readers who say they have been worse off with a smart meter than with a traditional one.
This is no consolation to Carole, whose electricity meter was placed almost 3 meters high. Her gas meter is outside, in a locked box with a key she doesn’t even own.
This 69-year-old retired horticulturist says: ‘For some strange reason, my electricity meter has been installed next to the fuse box. I called British Gas and asked if they could send someone to read it or replace the faulty unit. But he said he couldn’t send anyone. He said that I should go find a neighbor with a ladder so he could read my electric meter. And buy a key to open the gas meter box outside.
The smart meter was in the house when Carole bought it in 2016 and described it as “invaluable” for controlling costs.
He discovered that some smart meters were no longer working only after Money Mail reported problems in March and decided to check his. She says: “Then I looked at my most recent gas and electricity bills and where it used to say “smart meter reading” it now said “estimated” instead of “actual.”
After Carole emailed British Gas reporting the issue, she received a response saying: “We are looking into this for you.”
The same day, Carole received another email saying: “I can verify that your smart meter has lost its connection hub and is therefore unable to send us readings.”
No further explanation was given as to how or why it happened, just a suggestion that he contact British Gas via ‘live chat’.
British Gas says: “We have contacted Ms Winn to confirm that we are looking to remotely restore the smart functionality of her meters so that she does not need to send us any manual readings.” We regret giving incorrect advice and will keep in touch as we resolve this issue.’
The £13.5bn rollout of smart meters began eight years ago and so far one has been installed in 34.8 million homes and businesses.
However, despite 61 per cent of all meters being smart, the latest figures reveal that 3.98 million of them are not working properly.
Graham Murray had a meter installed at Octopus Energy a couple of years ago. He says the device has gone “dumb” (he stopped sending readings remotely to the supplier) and now has to take manual readings.
He says: ‘I have raised the issue several times. Not only do I think the meter is broken, but they may be overcharging me.’
But Graham did not pursue the matter further after Octopus responded: “The meter may be inaccurate and we can perform an accuracy test.” However, industry-wide, 87 percent of meters tested are accurate.”
Carole, from Thornton-le-Dale in North Yorkshire, had to take readings manually after her smart meter stopped working six months ago.
He added: ‘This test costs between £80 and £192, which will be added to your account if the meter is found to be accurate. An accurate meter operates within a tolerance of +3 pc and -3.5 pc of actual use.’
Another supplier that charges if there is no problem with a meter is British Gas, with a fee of £175. Eon says he will charge £100.93 to check a smart meter, which will be refunded if it is found to be faulty. And Ovo Energy simply stated: “We do not charge customers for a visit if their meter is not operational.”
EDF Energy and Scottish Power said they do not charge for calls.
Octopus says: “If the meter is found to be operating correctly, our policy is to charge on a case-by-case basis, taking into account factors such as personal circumstances and financial situation.”
The cost of an “unnecessary engineer visit” or meter replacement ranges from £80 to £192.
British Gas says: ‘If the meter was found to be inaccurate we would pay for the test. But if the meter is found to be accurate, you will be charged a charge of £175.’
Explanations for smart meters breaking down vary widely – from older versions becoming dumb if users switch providers, signals being blocked in areas with poor mobile reception, thick house walls or battery failures. When smart meters stop working, households have to retake the readings themselves. Before the launch, providers used to send professionals to take readings, but now they are more likely to ask customers to do so.
While traditional meters were usually installed in easily accessible locations, smart meters are often installed high up, usually next to the electrical fuse box, as this is where the main power source is typically located. The location of smart meters is chosen with the expectation that it will rarely be necessary to reach them.
Mike Redfern-Jones, from Denbigh in North Wales, has over 40 years’ experience as an electrician, including installing energy meters.
The £13.5bn rollout of smart meters began eight years ago and so far 34.8 million homes and businesses have installed one.
It says: ‘It is wrong for customers to be afraid to report a problem with the meter with threats of charging if it is later found to be working. The reason so many smart energy meters are placed in high places is convenience: the main electricity supply to the home is often located here too.’ Redfern-Jones adds: ‘Suppliers have a quota of meters they must install, which is set by the Government. Once these companies have done their job, they will be more interested in making bigger profits for their shareholders than in spending time and money on old customers.’
A spokesperson for Smart Energy GB, the body that promotes smart meters, says: “Most people have a very positive experience with their smart meter, but we understand the frustration felt by some whose meter may be temporarily running without all its functions. .
‘If you have any problems, contact your energy supplier. If you believe your supplier has not met their obligations, contact Citizens Advice and the Energy Ombudsman for help.’
A spokesperson for energy regulator Ofgem says: “Suppliers are responsible for ensuring their customers’ smart meters are working properly, and we expect them to communicate clearly with their customers if there are any problems with their smart meter.”
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