Why is there missing data from my smart meter?
First, how does it work?
Flexx connects with your smart meter via a network, controlled by a central authority called Smart DCC. Occasionally a meter won’t respond to specific requests for data and this will lead to gaps in the data we can present to you. If you have a first generation meter, this could be because the network strength is weak in a your area.
For gas meters it's sometimes even more difficult to send data as they use the electricity meters to send it to the communications hub. If they are quite far apart with many obstructions in between the connection might be poor. Just be mindful though that for gas, it is common for household to have periods of time with no consumption.
We will keep calling for data to fill in those gaps, so you should start seeing those gaps being filled, but if after 7 days you are still having issues send us an email at flexx.support@heatio.com
Why am i only seeing electricity data but not my gas....or the other way around?
Occasionally one meter will fail to respond to our request for data. This is because:
1. It is not a smart meter (if you energy supplier can't get the reading automatically, that is the issue). Contact them and ask to get one installed.
2. There may be a bug that stop third parties like Flexx to call on your meter. Your supplier should be able to fix it if that' s the case.
3. Your two meters meters might be on separate comunications hubs (this would be the case if you can see electricity data but not gas).
IMPORTANT! if you get your meter connected to your network after you signed up, you will have to go through the verification process again. If you need assistance on how to do that, please email us at home.energy@heatio.com
Why is this happening?
Known problematic meters
Some SMETS1 smart meters pre-2019 are known to the DCC for being problematic and they are ontinuously working on resolving the issue.
Northern network speed and capacity
The northern smart meter network (roughly north of the M62) uses long range radio rather than the 2-3G used in the South. This means data capacity is limited and congestion can be an issue, particularly in urban areas.
Error messages cause gaps in usage data
Some Smets 2 gas meters return an error code instead of usage data for a 30 minute interval when, for example, a meter has failed to capture a consumption value correctly.
What can you do?
If you keep notice gaps in your data, we suggest you contact your energy supplier to fix or replace your smart meter. We can also do some investigations our side so if you keep having issues after a week, drop us a line at support.flexx@heatio.com
More info?
If you really want to know more about smart meters, we recommend checking out this website.
Find out how to get one here.
To see weather or not you have a first generation or second generation you can try this tool.