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Transcript

Hallie Fam Faulty Smart Guide

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Is the query relating to a smart credit meter?

Yes, the fuel in question is a smart credit meter

No, the fuel in question is a different type of meter:- standard credit- prepayment- smart pay as you go (SPAYG)

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Incorrect demand

Sorry, we do not provide support for your meter type! Please follow BAU processes and reach out to the relevant areas for support

For credit to smart exchanges, please use the #smart-appointments-made-simple slack channel

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Amber warning

Do either fuels show this warning on the properties tab?

No, I do not have that warning

Yes, I have that warning

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Yes, I have an amber warning on Kraken

All accounts with this warning must come through to the Smart Academy to be checked over, but why?

Please fill out a and then click to continue...

Smart Form

We must check whether the meters are commissioned (smartified). This can only be checked properly in the smart systems (Bol & SSI). Once we have confirmed that your meter needs commissioning (and if we are unable to remotely do this) we will direct you on how to book the appointment. It will either be through Kingswinford (Install and Leave) or the Smart Academy (faulty smart). Please note: not all accounts with an amber warning will require an appointment.

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Kingswinford

Smart Academy Specialist

Appointments will always need to be booked by a Smart Academy Specialist unless we have advised otherwise:

If an appointment is required and we direct you to Kingswinford to book, these are the reasons why: - An escalation is required - Install & Leave required - installed by EON Next or EON Energy (not IGTs) and not part of a booking trial

If an appointment is required and we advise that the Smart Academy need to book it, these are the reasons why: - No escalation required - The meter was installed by a different supplier (not EON Next or EON Energy) - Installed by an IGT (MPRN 72-78) - Part of a booking trial

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No amber warning on Kraken

Perfect! We can attempt to remote fix any issues unless you are reporting an ON SITE FAULT (see below and then fill out a )

Smart Form

Blank meter

Stopped meter

Other

Please check that the customer has followed the correct wake up procedure. Meters can appear blank until this process has been followed. If the customer cannot follow this process, please ask if they have a friend or family member who can do this for them. If this cannot be done, please leave a pinned note on the account stating the reason. Click here for 'How to read smart meters'

If the smart readings are stopped, we can book this in! Otherwise please ask the customer to provide an up to date meter reading. If the customer cannot follow this process, please ask if they have a friend or family member who can do this for them. If this cannot be done, please leave a pinned note on the account stating the reason. Click here for 'How to read smart meters'

Please include full details of the issue on the smart form.

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Midnight snapshots

Green uSmart icon

Smart meter read frequency

Poll a reading

Please read through everything on this page and then continue...

As a supplier, we aim to get as many customer's as possible onto either daily or half-hourly reading data. Monthly read frequency means if there is poor signal on the day, bad weather conditions or a physical obstruction, we may not get the reading for that month You must always get consent from the customer before changing their read frequency - this is due to data protection regulations.

These are important as they give us a good indication of when the meter last communicated. If a meter is fully communicating then these should show within 24h. You can find these on the 'properties' tab under the 'smart meter details' section. Please note, if the snapshots are within 24h but the readings are not making it onto Kraken automatically as per the billing calendar date, you will still need to submit a smart form.

You should always try and poll a reading for yesterday to check whether the meter is communicating. If this does not work, please try and poll a reading for the latest midnight snapshot date. You may need to untick the 'validate' box.

A green uSmart icon is a good sign! This means that the meter is in the uSmart Bol system and we can work to get it communicating. If there is no green uSmart on Kraken, please click the 'Link SMETS2 device' button in the spanner on the 'properties' tab. It doesn't matter if the meter is S1 or S2 for this but if the uSmart icon does not appear, the meter may be dormant (S1) or need smartifying (S2).

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IHD issues?

If you are reporting an IHD issue please include full details so that we can assist properly:

  • Is the screen blank (white or black screen)?
  • Is the screen frozen?
  • Is the device not displaying a fuel?
  • Is it a monetary / pricing / tariff issue?
  • Does it show the correct date and time?
  • What type of device does the customer have?
  • Are there any error messages showing (scanning, pairing, waiting for data, searching for HAN)?
  • How long has the issue occured for?
  • Has a hard reset been attempted?

A photo is best if the customer can provide this!

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Once all checks have been completed, please submit a

Smart Form

You will then need to set a reminder on the account to follow up - please do not chase your query before seven days.

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Kingswinford

Smart Academy Specialist

Appointments will always need to be booked by a Smart Academy Specialist unless we have advised otherwise:

If a faulty smart appointment is required and we need to escalate it, we will direct you to Kingswinford to book. The escalation reasons are: - 2 person ladder job (meter over 8ft) - 2 person parking job (no suitable parking - one tech stays in the van) - Blanket no availability (no dates in Kraken) - Shared supply - Gender specific tech (for cultural or safety reasons)

If an appointment is required and we advise that the Smart Academy need to book it, these are the reasons why: - Faulty smart - No escalation required