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Smart meter customers in northern England and Scotland are reportedly experiencing installation issues for a bizarre reason.
The devices measure a household’s gas and electricity usage via a remote connection to your energy supplier. An in-home display screen allows customers to see how much energy they’re using and gauge how and when they could reduce their energy use.
But Energy UK, the body that represents energy industry, has confirmed that there is a regional divide in terms of how the energy measuring tools work, due to differences in the way meters transmit usage data back to suppliers depending on where you are in the country.
According to a BBC Panorama report, the technology that’s currently being used in north of England and Scotland can affect whether the meters function properly. As a result, some customers are left having to submit readings manually and may get only estimated bills, potentially losing out on savings.
In the Midlands, Wales and southern England, all meters use wireless cellular technology to transfer data to energy providers, while in northern England and Scotland, meters rely on longer-range radio frequencies, according to the report.
The rollout of the devices began in 2011, with radio signal technology chosen to be used across northern England and Scotland because it was thought the signals reach across the hills and mountains providing coverage to more remote and rural communities.
But Energy UK has now admitted there are issues with transmitting signals to some areas in the north, as per BBC Panorama.
The trade association’s CEO says “live conversations” are taking place to address the issue and ensure people don’t miss out on savings.
The rollout of smart meters was launched as part of the government’s net zero plan, aiming to lower carbon emissions and help people save money on their bills, but Hartesh Battu, a doctor from Glasgow, is among customers left frustrated by the lack of coverage.
He told programme he has had six smart meters, none of which have worked. Mr Battu says he was told by his provider Octopus Energy that it was down to signal issues in the area and could be because he lived “far up north”.
An engineer, Ahmed, told the BBC: “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.”
Approached by the BBC, Octopus voiced frustration with the situation because government regulations dictated radio-wave technology must be used to provide a signal to Dr Battu’s meter, and the company wasn’t permitted to access the local 3G signal.
But according to Panorama, Octopus said it made the “highly unusual move” of deciding to ignore the rules and fix Mr Battu’s meter by connecting it to the mobile network, adding that “regulation has not moved with technology”.
Energy suppliers don’t have direct control over the communication network in either part of Great Britain. It’s run by the Data Communications Company (DCC), a subsidiary of Capita.
Capita said it had advised energy suppliers not to use alternative technological solutions, because it would deprive customers of contractual or consumer protection to ensure maintenance of the service.
The company said the network it is responsible for provides 99.3% coverage across Great Britain, and that it is “fully committed to resolving connection issues”.
“The DCC is actively working with government to provide a future-proof 4G technology solution for the whole of Britain,” the DCC added in a statement.
The government told the programme that though more than 90% of smart meters “are operating normally’’ the number that aren’t working properly remains “too high” with “many households are missing out on cheaper, flexible tariffs” as a result.
It also pointed to a recent customer experience survey conducted by the energy regulator Ofgem which “found no statistically significant differences” in the proportion of customers’ meter message sending issues for people in areas in, or predominantly in, the north.
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