Occasionally Loop can only access your electricity or gas data. If your supplier is also only accessing one fuel you should ask them to fix the problem.
Loop communicates with your meter via a mobile network, with communication controlled by a central authority called the Smart DCC.
Occasionally a specific meter fails to respond to our requests for data, despite the other meter working perfectly. There are a few reasons why this can happen.
- The meter in question has stopped communicating completely or is not in fact a smart meter. If your energy supplier is also not able to read the meter remotely then this is likely to be the case. You should contact your supplier and request that they fix the issue.
- There may be a bug in the meter that means that it fails to respond to requests from third-parties such as Loop, but continues to respond to your supplier. Your energy supplier will have different permissions compared to a third-party such as Loop and for this reason may still be able to successfully communicate with your meter. Your supplier should fix this problem if you report it to them.
Loop will continue to attempt to communicate with both meters so that if they are repaired or start responding again you will see data in the Loop app.
- [Missing gas only] There may be separate communications hubs for electricity and gas smart meters rather than the same hub for both. If this is the case, Loop will be unable to identify the gas meter.
Smart meters use communications hubs to connect to the smart meter network.
Usually, both electricity and gas smart meters are linked to the same hub, installed near the electricity meter.
In some cases the gas meter might be too far from this hub, so an additional hub may be needed.
Sometimes a property might have an older SMETS1 electricity meter and a newer SMETS2 gas meter. In this case each meter requires its own separate hub.
When Loop registers a meter it checks the smart meter network's inventory using the electricity meter point number (MPAN). It gets information about all devices connected to the hub used by the electricity meter. If the gas meter has its own hub, Loop won't be aware of it.
Currently, electricity and gas data in the energy industry are managed separately. We're working on finding solutions or hoping for changes in the future to improve this.
- [Missing gas only] If you registered for Loop with an electricity smart meter only, and have since had a gas smart meter installed, Loop won't pick that up automatically. Please Contact Support and we will add your gas meter (if it is using the same communications hub as the electricity meter - see above)
More information about how smart meters work is available on the SmartMe website, which aims to provide an unbiased view of smart meters.
In general, if a meter is not responding Loop will keep trying to connect/reconnect to your smart meter, but if nothing has improved within 2-3 weeks then it's likely to be one of the above issues.