The energy industry has developed a solution to the problem of smart meter signals failing to reach in-home displays in properties such as flats, according to the Energy Ombudsman. The fix is being trialled and will be deployed from July 20231.
The issue arises where there is a significant distance between the meter and the property. The Ombudsman states that in these cases the signal from the meter may not reach the in-home display, leaving the householder with no consumption information1. A related problem affects gas meters: the communications hub sits within or near the electricity meter, and a gas meter that is too far away may not be able to communicate with it. The Ombudsman says this often only becomes clear once the meters have been installed, and that industry has developed a technical solution, currently being trialled, to be deployed from July 20231.
"The energy industry has developed a solution to this problem, which is currently being trialled and will be deployed from July 2023."
Signal loss is not confined to flats. The Ombudsman notes that signal has to pass through the walls of a building, and that checks made before installation only show signal strength from the roadside, not within the building. It is usually only once the electricity meter and communications hub are on the wall that poor signal strength becomes apparent1. A drop in signal can also leave an in-home display showing missing or out of date information, so that the usage shown is lower than the figure on the bill. The Ombudsman says the bill is usually accurate because it is based on readings from the meter1.
Separately, the Ombudsman sets out the position on first-generation (SMETS1) meters, which use third-party communications networks rather than the national network managed by the Data Communications Company. Where a supplier cannot enrol a first-generation meter onto the national network, it must replace it with a second-generation (SMETS2) meter, with the work to be completed by the supplier by the end of 20231.
| Item | Position as stated |
|---|---|
| Meter-to-IHD distance fix | Trialled, deployed from July 20231 |
| Gas meter to communications hub fix | Trialled, deployed from July 20231 |
| SMETS1 enrolment failures | Supplier must replace with SMETS2 by end of 20231 |
| IHD fault within 12 months of installation | Supplier must repair or replace free of charge1 |
Why it matters for households
An in-home display is the part of the smart metering system that shows ongoing consumption in pounds and pence in near real time1. Where the meter signal does not reach it, a household loses that near real time view of what it is using, which is the main day to day benefit of the display for managing consumption. The Ombudsman notes that a signal drop leading to a significant portion of usage not showing can cause confusion when the bill arrives, because the bill is typically higher than the display suggested1. That does not necessarily mean the billing is wrong or the meter is faulty1.
For households in flats and rented homes, the distance between meter and property is the specific cause identified, and it is this case the July 2023 deployment addresses. Until then, the Ombudsman says consumers in this situation may have to be patient, and that it may not be able to require a supplier to correct signal issues in the short term1. It adds that no communications network works perfectly at all times, and that in a dispute it will consider whether the supplier took reasonable steps and what detriment the loss of functionality caused1.
What happens next
The solution is to be deployed from July 20231. Suppliers have until the end of 2023 to replace first-generation meters they cannot enrol onto the national network1. The Ombudsman states there is currently no requirement for suppliers to install a smart meter on request, though householders can contact their supplier to discuss availability1.
Sources1 cited
- Resolve Your Smart Meter Disputes | Energy… | Energy Ombudsman, energyombudsman.org