Tutorial

SMETS2 How To - Reconnect the Meters

  • 12 March 2020
  • 7 replies
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SMETS2 How To - Reconnect the Meters
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Another improvement in SMETS2 meters is the reconnection process, it’s even more simple to get your energy back on when it’s been disconnected.

 

For electricity

 

Once you’ve topped up and your balance goes back into the positive, your meter will be remotely told to get ready to be reconnected. The screen will then say Relay Armed. Please press buttons A&B to reconnect’. Hold A + B for up to 10 seconds, and you’ll be connected again!

 

Please note: The IHD may briefly show a message saying that £1 has been added. Don’t worry, this doesn’t reflect the amount you’ve topped up, this is just something the meter needs to do to get back on supply.

 

For gas

 

After the top-up that puts you into credit, press any button to wake the meter up, and start the reconnection. The meter is then going to do its safety measures to make sure it’s safe to allow gas into the property. Once all checks have been done, you’ll be back on supply. If the screen goes off before you’re back on, press any button again to wake it up, which will speed up the process.


7 replies

I have credit on the gas and electric payg meters but no gas or electric rang them 2 hours waiting on the phone and he said just press A A B and normal service will be resumed and guess what it didn’t work so any ideas ?? 

Userlevel 6
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Thanks for posting, @the property man 

 

See the info in this topic for how to reconnect the meter after going off supply. This will only work if the meter has been successfully topped up. It sounds like the adviser you spoke to was confident that it had. However you can check this via your IHD. 

 

If that top up didn’t work, give our Support team another call to get that credit added ASAP: 0330 102 7517

I managed to get it back on this morning,  I didn’t have 2 hours to speak to someone again you need more staff

Hi, I'm after some help, my smart meter will not connect, I have credit, tried, aab and holding a&b. Been off for over an hour and still not call back from boost, my phone is almost dead! Don't know what to do..

Userlevel 1

Same here and l have a newly born baby in the house. Its getting cold. I am worried sick. 

Userlevel 6
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Hi @missemmajones78 and @Emi - very sorry to hear this and very keen to help as best I can. 

 

As you can imagine this forum isn’t best placed to get a quick response involving urgent account specific issues. It sounds like you’ve done everything correctly on the meter to get it to reconnect (see the guide at the top for more info), so please call us ASAP: 0330 102 7517.

 

My main thought is that the top up you’ve made didn’t reach the meter, which I assume is an Aclara smart meter. Can you come back here to let us know what happened once this is sorted?  

Userlevel 1

Hi @Tim_Boost. Thank you for your response. Yes, l wrote here because l was panicking. However, it was sorted in the end, l managed to speak to customer service. The lady was apologetic, very understanding and willing to help. She checked my account and reset the account as payments made were not reflecting on both electricity and gas accounts. I was happy at the end, got sorted and forget the pain and anger that l had. Would give customer service 10/10 score. But call waiting score 4/10. 4 because l got a call back. Thanks

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