Electricity Smart Meter Not Commissioned Yet, Installed on 25th of May 2021


my electricity and gas smart meters were both installed on the 25th of May 2021 and the gas meter started working straight away (displaying on the In House Display). The electricity meter is not showing on the IHD and it is not sending any readings to Bulb. I have contacted Bulb Help at least on five occasions to ask when this will start working and all I hear back is that the matter is with the Smart Meter team. Is it normal for the meter to still not be working 2 months after install and why no updates from the Smart Meter team or when I reply to the emails being send by helpdesk agents? How long does it take to commission the meter and if it cant be commissioned how long does it take to fix or replace it? Any information to set my expectations would be nice. Thank you.

Hi @Ivo :wave:

Welcome back to Bulb Community!

I’ve been in touch with our Smart team and it looks like after multiple attempts, they haven’t unfortunately managed to commission your electricity meter. This means that the issue won’t be fixed immediately.

While trying to commission your meter, the process kept hitting an error when trying to connect it to the Home Area Network, which links the meters and the communications hub.

We’re working on remotely solving the root cause of this error and various other ones. Once we have a fix, we can try to remotely commission your smart meters again, to resolve the issue from our end.

This means that your IHD won’t show any electricity data and that your meter won’t be able to send us readings. To make sure your billing is still accurate, please continue to submit monthly manual readings. You can do this in the same way as before, by clicking “Submit a meter reading” in your Bulb Account and following this guide.

I’m sorry I don’t have better news but want to assure you we’ll continue working with meter manufacturers and the Data Communications Company to resolve these issues as soon as possible.

Cara :bulb:

Hi Cara,

Thank you for your response. I understand there are errors and the smart meter team are working hard to fix them. Please let me know if there has been any progress during the past 2 weeks since you contacted them. What is the SLA for those type of issues? I am a network engineer and we fix or replace devices that dont work within 4 hours. Would you be able to tell me if the electricity meter will be fixed by the end of this year or next? Surely if it still not working then its defective…

Hi @Ivo :wave:

Unfortunately we don’t have a date yet. The smart team are still trying to solve the root cause of this error remotely. Once they’ve got the fix, we can attempt to remotely commission your smart electricity meter again. They have to work with the Data Communications Company and the meter manufacturer, so I’m afraid it’s not a quick fix.

All the best,

Hello, is there any progress made on the errors you are getting? The electricity smart meter is still not working more than 3 months after being installed. Could you provide any evidence that someone is working to fix it as I have my doubts anything is being done at all

Hi @Ivo

It’s a project that the smart team are currently working on, as you’re not alone with this issue. Unfortunately we still don’t have any dates yet, but once we’ve got a solution from the DCC and manufacturers we will let you know.

– Meg :bulb:

Hello, I was wondering if there is any progress made in the last few months on the faulty/defective smart meters project?

Apologies @Ivo - still no update. I will bear this conversation in mind and try and get back to you as soon as I hear anything.

– Daisy :bulb: