topic Re: Reading E355 meter in Meters & Connections

Reading E355 meter

RichardP — Tue, 31 Jan 2023 00:21:19 GMT

Just over a week ago a Landis & Gyr E355 smart meter was installed. I asked the installer for a manual for it, he didn't have one and said to contact my supplier. I asked him how to read it, he didn't know and said to contact my supplier! I asked him how the boost worked, he didn't know and said to contact my supplier!! I came to this site looking for a contact email address but there isn't one. So, I lodged a complaint with the complaint function on this site, I complained about the lack of an email address and asked for the manual for the meter. I have heard nothing since.

The reason I want an email address, and didn't phone, is because I want a paper trail for the inevitable problems, something consumer bodies advise doing. I guess my next step is to lodge a complaint with the Energy Ombudsman.

Poor service? I guess you could say that.

Re: Reading E355 meter

_Mark_ — Thu, 02 Feb 2023 04:56:42 GMT

Hi @RichardP, AGL is your energy retailer, responsible for your billing. We arrange with electricity distributors to upgrade infrastructure like meters, but the distributor owns and maintains the physical metering. I would suggest reaching out to your electrical distributor to get those questions answered! Thanks- Mark.

Re: Reading E355 meter

Drewat555 — Fri, 17 Feb 2023 08:00:20 GMT

Hi,

I'm also trying to understand the codes on the Landis & Gyr E355 meter. The power distributer replied to my enquiry with, " In response to your enquiry, your Retailer is responsible for the installation, maintenance and reading of your Smart Meter.

We suggest that you contact your Retailer in relation to this enquiry." So is there anyone here to help please.

Regards,

Drewat555.

Re: Reading E355 meter

RichardP — Fri, 17 Feb 2023 22:29:58 GMT

DREWATT, thanks for your comments, it confirms what I was told (and at least you got a reply!). I haven't replied to the response from AGL as I have been waiting for replies from Landis & Gyr and Intellihub, the company that installed the meter. Result, nothing. It appears that the current business model when dealing with customer questions is to ignore them! This also happened to my original complaint to AGL, no response. Incidentally, Landis & Gyr no longer show this meter on their website, so presumably it is considered an "old" meter. Or it had "issues" so is no longer manufactured?

Back to my problem, AGL informed me that the meter was to be installed and they were the contact point regarding the installation. They also informed me of the installation date, and again were the contact point for this. As far as I am concerned AGL wanted the meter installed and therefore are responsible for customer queries. As they appear unwilling to help customers with this issue my next step will be to request that the old meter be reinstalled as this new one is not fit-for-purpose, in my opinion, as they are unable to provide the necessary information I require to read/operate it. If they refuse this request then I will make a formal complaint to the Energy Ombudsman.

Re: Reading E355 meter

NeilC — Mon, 20 Feb 2023 06:34:46 GMT

@RichardP @Drewat555

There are numerous videos on reading meters on the web.

There is even one on how to press the boost button.

One of my friends has two of these on their premise and I had absolutely no issues in reading them (even the hidden menus).

Re: Reading E355 meter

Drewat555 — Mon, 20 Feb 2023 10:04:40 GMT

Hi Neil,

Thanks for your reply. After several searches on the web & on the Landis & Gyr website I can not find any information on the Landis & Gyr E355 meter. I guess I'll just wait for my next bill & then decipher what the codes represent.

Regards,

Drewat.

Re: Reading E355 meter

NeilC — Mon, 20 Feb 2023 16:02:25 GMT

@Drewat555

Drewat,

Have a look at

https://neighbourhood.agl.com.au/t5/Meters-Connections/How-do-I-read-new-Landis-Gyr-355-smart-meter/m-p/29929#M1814

If you click on this link it will start a new web page for you.

In this post I try to explain how you can work out what your meter readings are.

Re: Reading E355 meter

RichardP — Mon, 20 Feb 2023 21:24:44 GMT

I like to consider my google-fu as fairly reasonable but I was unable to find anything about how to read the meter, in fact what I found was simply more people asking the same question (with no answer). Perhaps you would be good enough to provide links to these sites you refer to? Interestingly, 109 people have viewed this thread, which makes me wonder just how many others share my thoughts on the matter.

Re: Reading E355 meter

NeilC — Tue, 21 Feb 2023 02:01:34 GMT

@RichardP

I do not work for AGL and like many others on this forum we give our time and knowledge with very little reward.

Now as you rightly pointed out 115 people have viewed this post and only one person has bothered to like any of the posts.

Now I could find the information on the web (admittedly it was in a foreign country) I have also gave you a method to work out what meter could be what.

Now the company is of no help (I could not even find a technical manual on their site) now why should I bother doing all your work for you with no thanks.

I was going to detail the process when I went to my friends house tomorrow but I think that would only be a waste of my time.

Re: Reading E355 meter

RichardP — Thu, 23 Feb 2023 01:46:12 GMT

NEILC, it appears from the tone of your reply that I have in some way offended you, if so I apologise as that was never my intention. As of this post there have been 189 views, which I find interesting, and makes me wonder how many others out there are annoyed at not being given instructions with the meter installation. I have found instances going back a year or two concerning this issue (and with other retailers too, not just AGL) and with no resolution - basically, customers are being ignored!

During my searching I came across this little gem from Power Networks "Since 1 December 2017, your retailer is now responsible for installing all new and replacement electricity meters for residential and small business customers." That, to me, lays the responsibility fair and square in AGL's lap (are you reading this Mark?), which is also supported by customers being told by Intellihub, when they bother responding, to contact their retailer.

While I appreciate your taking the time to explain how to interpret the meter from my bill I already know how to do that but it is only a partial solution. I either have the manual for everything fitted in my house or I know where to download one if necessary - except for this meter, it has proven impossible to obtain.

As for requesting a "like" or clicking the "solve" button........I have come across this quaint practice on other forums and find it amusing. Over the years, on various forums, I like to think I have helped many people (and, in turn, been helped by many) and never once have I expected a "like" or given one, I am happy with just being able to share my knowledge and experience.

There is no chance of me clicking "solve" until I have my manual.

Perhaps I should just disconnect the transmitter part, maybe that will get somebody's attention. After all, it is on my property, fitted to my power board, and it is not necessary to tamper with any seals to do that.

Re: Reading E355 meter

NeilC — Mon, 27 Feb 2023 11:01:47 GMT

@RichardP

No you have not offended me.

You are a person that does not tells truths.

I can tell you that you cannot download a MANUAL from many makers of Smart Meters.

There are no user replaceable parts in any meter.

To interfere with any Electrical meter is an offence.

You have not added to this Posting in any way.

Your quote

"While I appreciate your taking the time to explain how to interpret the meter from my bill I already know how to do that"

It is not in the spirit of this post which is "READING E355 METER"

You were no help here.

Re: Reading E355 meter

RichardP — Tue, 28 Feb 2023 06:02:38 GMT

Wow, now I'm being called a liar! 🤣

What has "user replaceable parts" got to do with this?🤔 A User's Manual is just that, simply something to explain how to use something, it is not intended as a service manual. I can download a service manual for a Ricoh colour copier (over 1000 pages) and yet I can't find a simple users manual for an electricity meter! Your claim to have found the information for the meter online (when no-one else can), but then declining to say where, is....interesting.

As for my not adding to the posting, a strange thing to say given that I started this thread precisely because I'm hoping that others can add something useful as, like many others, it seems, I was getting nowhere.

Me "Not being any help"? 🤣🤣🤣 Obviously, that's why I posted in the first place, I'm the one looking for help.

I see the view count continues to rise, it seems to be a popular subject.😁

Anyhow, enough idle chit-chat, back to the issue at hand. The Boost button on my meter doesn't actually do anything boost-wise (no relay click after 3 seconds) so I decided to report it as faulty. Can't do it via the website, have to ring up. I spent an interesting 1 hour on the phone to AGL. I eventually got onto a nice woman in the Resolutions Centre, and after explaining (again) what the problem was (she was surprised that I hadn't been left any documentation) she started searching for information on the meter, found a folder for the E355 but all it had was a photo of the meter, nothing else! She was expecting a copy of the manual to be there. Once she saw a photo of the meter she commented that she had had a few calls about this particular model. After a bit of discussion she called Intellihub, fully expecting to be fobbed off, but spoke to a chap who tried to help. It seems they actually have a copy of the manual, but all he could say was "press the green button for 3 seconds", I told her I've already done that and nothing happens.

She said she would lodge a Meter Investigation Order with Intellihub and someone would come out to have a look at it, at this point we agreed that I would talk to a manager in the Resolution Centre as I said that if they couldn't supply a manual I would request a replacement meter (that comes with a manual) and escalate it to the Energy Ombudsman if necessary.

This meter is a bit of a puzzle, why is there no mention at all of it on Landis and Gyr's websites and yet it is still being installed?

Re: Reading E355 meter

RichardP — Mon, 20 Mar 2023 04:22:54 GMT

The tech came today and said "you've got no hot water?". I said that's not the problem, the boost button doesn't work. Of course, when he tried it it worked!! He said you have to wait approx. 24 hours after installation for the meter to work properly so I told him it hadn't worked since installation (2 weeks?), and I had tried it again (unsuccessfully) just before reporting a fault. It seems this is a programmable function so it's pretty obvious to me that someone enabled it once I logged the fault but didn't bother telling me. Anyway, I then got stuck into him over the lack of manual/instructions to read this thing. He said there aren't ANY manuals for these meters and for any information to contact the retailer (AGL). I told him I did and they didn't have any information on this meter!! I don't think he was very happy with me (understandable) but I wasn't a happy customer, far from it in fact. Eventually he contacted his tech support people and they told him the basic menu functions. There are also various other readings available under the ALT1 and ALT2 menus, some are line functions - voltage, amps etc - but others I have no idea about, and neither did he.

To enable boost, hold the button for 3 seconds until it clicks, to turn it off hold for approx. 10 secs until it clicks again. I read somewhere that it was a timed circuit and you couldn't turn it off once it was on, just another example of the lack of information (and mis-information) available for these meters.

01 = time (pity mine is running 1/2 hr slow!! They must have their own peculiar Time Zone.

02 = date

03 = total kw imported (coming into the house)

04 = total kw exported (solar)

15 = imported element #1

16 = exported element #1

21 = imported element #2

22 = exported element #2

Element #1 = general + solar

Element #2 = J tariff

I asked if it displays the J tariff times but he said no, that is set by the retailer (except AGL said it's set by the supplier, Power Networks.) So I'm still being given the runaround. I would have thought that information had to be in the meter, so I'm still no wiser about that function.

I feel like I'm wading through thick mud over this, it shouldn't be this hard to get basic information - like when is my meter programmed to switch on J tariff? It's hardly a matter of National Security, for Pete's sake!!!!!

Re: Reading E355 meter

NeilC — Mon, 20 Mar 2023 22:24:51 GMT

The clock is not running half an hour slow.

The time shown on the the clock is the Eastern time.

And now you have mentioned that you are in SA.

You can create a login onto SA Power Networks and see and download your data from SAPN.

The data is available for Yesterday not the 'up to three days' from AGL.

The file is supplied in the industry standard NEM format file, you can look up the format for that easily.

It is very easy to extract the data using a spread sheet.

You may also find that your data is being sent in 5min reads rather that 30min reads which will not match your calculations if you are using the 30min reads supplied in the data file from AGL.

Now as to who sets the Times, I believe it is the Supplier that sets times as they know the demand times based on their network.

You can confirm this by looking at offers from the various Retailers in SA.

Anyway time for me to pack up and move from this caravan site.

Re: Reading E355 meter

RichardP — Tue, 21 Mar 2023 23:43:25 GMT

The time doesn't make any sense. If it was Eastern Daylight Saving Time it would be 1/2 hour ahead of our time, not 1/2 hour behind. I agree that it is SAPN who are responsible for the programming of the meter and the fact that they can't get the time correct doesn't say much for their systems. Neil, thank you for pointing out that my data is available from SAPN, it still took a while to find it on their website and I wouldn't have found it otherwise. Unfortunately it doesn't help much as I still don't know what times are programmed into the meter.

The tech told me that the meter belongs to Intellihub but once installed it is effectively leased to AGL, who take all responsibility for it. AGL are therefore responsible for any questions/problems that arise with it. Contrary to what some from AGL appear to believe THEY are the ones who should provide customer information, if requested, on how to read the meter. Their inability to do so speaks volumes about their "customer service". I should NOT have had to initiate a callout, wasting the tech's time, to obtain this (incomplete) information.

The 355 meter, by the way, is the only one being installed (except for two other types that are only used in very specific circumstances) so there's no point trying to get a different meter. I'm still perplexed that it's not listed on L & G's website.

The saga continues........

Re: Reading E355 meter

-Olgi- — Thu, 23 Mar 2023 02:00:14 GMT

Hi @RichardP,

Thank you for reaching out. I just need to clarify, were you after Controlled Load current times on your meter or something else?

Kind Regards,

-Olgi-

Re: Reading E355 meter

RichardP — Thu, 23 Mar 2023 05:40:28 GMT

Olgi, I am trying to find out what all the available menus mean, i.e how to read all the displays that can be selected. I also want to know what times are set for switching on the J tariff. When I contacted your Resolution Centre they couldn't tell me. I have contacted SAPN, who apparently are responsible for programming the meters but am still awaiting a reply. I thought dealing with NBN issues was bad (I had to get the Ombudsman involved) but this is proving to be just as frustrating - and judging by other comments I've read, both here and on the 'net, I'm not the only one who feels this way.

Re: Reading E355 meter

NeilC — Thu, 23 Mar 2023 23:19:04 GMT

Why don't you look at your AGL Account via the app or the web.

The times and costs are clearly detailed in your energy plan.

If you use the information I gave you in my last post you will be able to see when your Off peak meter start time is anyway.

Re: Reading E355 meter

RichardP — Tue, 28 Mar 2023 02:48:59 GMT

Just received a very short reply from SAPN, she said they don't install or maintain the meters and to contact my retailer!!!!!!!!!!!!That wasn't what I asked them!!!!! Another so-called Customer Service dept that doesn't have a clue! Hello Olgi?

I'm going in circles and getting nowhere, looks like it's time to lodge a complaint with the Ombudsman and the Energy Regulator, surely one of them will be able to find out something.

Re: Reading E355 meter

RichardP — Tue, 28 Mar 2023 04:36:45 GMT

A further response from SAPN said they DO NOT programme the meters, which means it must be AGL, who told me SAPN set the times. SAPN suggested I contact the Ombudsman, looks like that's my only hope of finding out who does what. At least I can tell them I tried (several times).