Re-reading this…the issues occurred afer Octopus attending to install an Octopus suppiedl EV charger on a property with Octipus managed meters?
I would guess that there are lots of “workflows” that need to heppen to register devices in the Octopus Energy backoffice systems; and that the installer has managed to mash a button that “unregisters” the smart meters whilst registering your EV charger.
If this is the case then the meter will work just fine form meter to the DCC (the company that gets all the meter data) but then the link from there to the Octopus Energy billing system; through the spaghetti that they call “Kraken”; has been broken by whichever “workflow” the installer started.
He won’t be able to see any of that. The billing department people won’t be able to see any of that. It would need to be escalated to engineering.
“Can you confirm that that no changes were made by your installer to the registration state of the smart emter with the DCC; and that the DCC systems indicate that their connectivity to the meter disappeared at the exact same moment your installer began their installation / registration process for the EV charger? Might it be possible that the installer has inadvertently “unregistered” the smart meter with the DCC, or severed the link between the DCC and your billing system, by initiating the incorrect workflow or a snag occurring duering that workflow? Please do not attempt to answer this question yourself and instead please escalate to an technical expert familar with the terminology here and the workflows involved in registration of a meter and the linking of a DCC enrolled meter to the billing enginer if you are not an expert in these matters.”
There is an installer trying to get a PV array setup in Scotland but they are being told that there is no coverage on Arqiva and nobody will grant the export tariffs as a result.
It sounds like there’s a known workflow for Octopus to say “to heck with Arqiva; we will fit a SIM based solution within their coverage area so that this works” which would be immensely helpful to this customer!
I am definitely not an expert in this field, my tech knowledge is just about zero i will put these questions to Octopus and hopefully get a response. Thank you for your help.
That was aimed at Octopus (their junior customer service people have a habit of trying to answer questions that they don’t have a damn clue about by picking random answers from their script sheets instead of escalating to those who can understand the question)
It wasn’t Octopus that did it, it was the friendly Meter engineer. Rang his supervisor, explained the issue and got the authority to order the 3G comms hub.
Just say to the initial handler it is a complaint call (the complaint being the meters are broken that did work). This definitely elicits a better response. Use Twitter(X) as well - very responsive to complaints on X (@ Greg in as well) and they will respond to DMs. Waiting for email support can be hit and miss.
One of the problems has been solved - the new comms unit had not been registered to my account, so the smart meter is now sending data, it only took 8 weeks and a Dead Lock letter to prompt them to send an engineercto investigate !
The other problem has not been solved. The smart meter will send data only when the Zappi EV charger is isolated from the main electricity supply. So far neither Octopus nor Myenergy have a solution. Has anyonecelse had this problem ?
Their processes are evidently breaking down in the back office!
That’s a red flag for electrical interference. Have myenergi offered an exchange unit on the off chance it’s a manufacturing fault rather than a design fault?
My comms hub was causing an MCB to trip in my CU. Apparently not an isolated case (pun intended). Fortunately they can remote the Comms Hub from the top of the meter and I could then get it put ‘round the corner’ from the CU which solved that problem.
Did you get this solved? Over the last few days I have found that connecting the EV to Zappi2 (Ethernet enabled) causes the SMETS2 meter comms to drop out and reconnect. This is new behaviour. I have also noticed a bunch of new inputs appearing in EmonCMS with node numbers 0, 4 and emonshield, which I suspect may be related. All this seems to confirm that there is EM interference generated by the Zappi and/or meter comms, as @marko indicated.
No this problem has not been solved. Octopus are trying to ignore the problem, basically telling me that there is nothing they can do and I am on my own with this.
Have you informed Myenergy of your problem? As it is similar to mine it may help them to find a solution.
My next move is to try ethernet connection to the Zappi instead of WiFi, but from your experience this may not be my solution
I’ll open a case. The Ethernet connection is fine, but the connector on the circuit board snaps off very easily: stupid design. The Zappi had to be changed because simply pushing in the rj45 cable broke off the connector, and the installer was being careful. We zip tied the connector to the circuit board second time round to prevent a reoccurrence!
I suspect wifi and 433mHz on the Zappi2 remain active regardless of whether Ethernet is in use.
Zappi + battery + ASHP+ solar inverter does seem to have harmonic issues on the mains. Each may be ok on its own, but when all are present……
i will put these questions to Octopus and hopefully get a response. Thank you for your help.