Overview:
We’re currently experiencing temporary service issues affecting some Loop users with Aclara smart meters. This is part of a broader infrastructure upgrade aimed at improving the long-term reliability and performance of the Loop app.
What’s happening?
As part of recent backend upgrades, we’ve moved from our previous data service provider (N3rgy) to a new data partner.
During this transition, we have identified that some Aclara smart meters are no longer responding as expected. At this time, the exact cause of the issue remains unclear.
What are we doing about it?
Our new data service provider and our Product Team are actively investigating the problem to determine why Aclara meters are affected and how to restore normal service. While we don’t yet have a confirmed timeline for resolution, we’re monitoring the situation closely and will provide updates as soon as more information is available.
Do I need to take any action?
No action is required on your part. If you’re affected by this issue, there’s no need to contact us - we’re already aware and working toward a solution. We’ll reach out to impacted users directly when we have progress to report.
Why the delay?
Loop is operated by a small team and provided as a free service. While we’re committed to supporting our users, our limited resources - especially during periods of major system changes can sometimes affect response and resolution times.