(EDF) Smart meter, never worked, EDF ‘reluctant’ to replace

[Thirdtimeunlucky2025]

We got our EDF dual fuel smart meter in 2022, the gas side never worked, we were told it was a known issue and would be sorted at some point. We expressly wanted it for monitoring the gas use.

I recently contacted them but just feel fobbed off, now widowed I want to use the gas side to look at my usage, my home is cold, I’d like to see my spend on a daily basis to decide whether to use the heating or not.

a fried recently had a EDF smart meter installed and their gas side works.

the EDF customer services lady talked me through doing things to the meter but said it needed replacing. Two weeks later ive heard nothing despite emailing them and asking what is happening.

any idea on what to do to get them to sort it, I don’t particularly want to change supplier as I will have to pay an exit fee.

I had to take them to the ombudsman over the same issue.

Smart meters work like this

The electricity meter has a communication hub attached to it, your meters talk to hub and the hub returns the reads to your supplier. This connection is called HAN. Home Area Network.

If your gas meter is too far away or there are thick walls in the way,this can cause issues as the signal cannot stretch.

If this is the case you can ask for a Alt Han install which boosts the signal.

If they are fairly close together there must be another cause, either way keep pursuing your supplier, raise a formal complaint if needs be and if they don't address it within 8 weeks, involve the Ombudsman