Energy suppliers do not have direct control over the communication network – in both the north and south. Instead it is run by an organisation known as the Data Communications Company (DCC) and is operated by outsourcing company, Capita.
Panorama contacted Dr Battu’s energy supplier, Octopus Energy, about the problems he was having with his meter. The company said the situation was “frustrating” because government regulations dictated it must use the radio-wave technology to provide a signal to Dr Battu’s meter – and that it was not permitted to access the local 3G signal instead.
However, in what they described as “a highly unusual move”, Octopus told us that it had in fact decided to break the rules and fix his meter by connecting it to the mobile network. It added that “regulation has not moved with technology”.
Capita told the BBC it advised energy suppliers against using alternative technological solutions, because that would mean there was no contractual or consumer protection for the meter user to ensure service was maintained or problems addressed.
It said the network it runs provides 99.3% coverage across Great Britain, adding that it was “fully committed to resolving connection issues”.
In a statement it added: “The DCC is actively working with government to provide a future-proof 4G technology solution for the whole of Britain.”
Most energy users pay a little bit extra on their bills towards the cost of installing and fixing smart meters. That is supposed to be offset by the savings they could make and the environmental benefits.
Energy suppliers are primarily responsible for funding the communications infrastructure – and, according to the National Audit Office, some or all of these costs are passed on to consumers in bills.
The latest figures show that nine in 10 smart meters are working fine. But a recent survey by Citizens’ Advice suggests one in five households have had to regularly send manual meter readings because their smart meters haven’t worked properly.
The government told Panorama that “while over 90% of smart meters are operating normally’’ the number not working properly was “still too high” and, as a result, “many households are missing out on cheaper, flexible tariffs”.
It also said that a recent customer experience survey by Ofgem “found no statistically significant differences” in the proportion of customers reporting that their meter was not sending readings to their suppliers for areas in, or predominantly in, the north.
Most experts agree smart meters can help to deliver lower bills and lower carbon emissions. But if the tech problems continue, that could put people off having them and undermine the government’s goal of getting them into every home.
