Please note that our development team are currently working on a fix for this issue.
Gas meter error messages cause gaps in usage data
Some SMETS2 gas meters occasionally return an error code instead of actual usage data for a 30-minute interval. This can happen, for example, when the meter is unable to record a consumption value properly.
The error code, which is represented as the hexadecimal value 0xFFFFFF, is interpreted by Loop as an unusually large consumption figure - about 16,777 cubic metres to be precise. Because this value is not realistic, Loop recognises it as missing data.
If you notice frequent gaps or incomplete information in your gas usage, it could be a sign that your meter is regularly sending an error code in place of valid readings.
This image shows the value 16,777.215, which is what we receive from your gas smart meter. As you can see, this type of error code can appear for extended periods of time.
It is important to note that some apps and suppliers treat these types of errors as zero values. While we do not believe these should be hidden, we also recognise that they need to be treated differently from missing data. With this in mind, we will be reviewing how we manage these readings in the near future.
In the meantime, we suggest contacting your energy supplier. They are responsible for repairing or replacing meters that regularly return these kinds of errors.
Please also keep in mind that energy suppliers and third-party providers (such as Loop’s data partner, Procode) may use different communication protocols across the smart meter network, which can sometimes result in varying behaviours.
This means a meter might appear to be working correctly from the supplier's side but still return errors when accessed by third parties.
Energy suppliers are required to ensure that meters function properly for all users of the smart meter network. That said, they may only test the meter to confirm that it works for their own systems.