Hey everyone,
My mother had her pay as you go gas and electric meters switched over to smart meters 2 months ago but the issue was that since it was fitted the gas meter doesn't show itself on the in home display. The engineer who replaced the meters said it would take 2 to 3 days to sort itself out but that didn't happen.
Another issue is that even though there was a balance on the old gas meter (more than £30) the new one since it was installed has always shown a balance of £0.00. Over the last couple of days though she has noticed that the balance seems to be going up (she took some pictures https://i.imgur.com/dCgAkaA.jpg ).
From this image ( https://i.imgur.com/ejPMg9Z.jpeg ) it doesn't look like it is emergency credit as it shows as 'BAL' rather than 'EC' for emergency credit. There is also meant to be a signal strength symbol to show that it is connected to the network but that that symbol is not there either.
In the Scottish Power app the balance for electricity shows up properly but the meter balance on the gas shows as £0.00 (and doesn't match the increasing balance on the meter).
I spoke on behalf of her after she confirmed who I was and the guy on the line says that the meter isn't sending information to them so we should wait till the gas supply turns off and then call Scottish Power to arrange an engineer visit. So I confirmed with him that he wants my mother to wait till the gas randomly turns off sometime in the future and then call for help instead of sending someone over to fix it in the next couple of days and he said yes. I asked him if there was a particular threshold that the meter would turn off at (like reaching a certain volume of gas or when the balance goes up to a certain amount) and he said it could happen at any time.
Is this normal?
Just posting here looking for some advice to see if this is the best that can be done.
Thanks