Why are we replacing communication hubs with new 4G ones?
Across the UK, 2G/3G networks will be phased out by the end of 2033, which will affect your current smart meter’s connectivity. The solution is an upgraded 4G smart meter network. We as suppliers need to upgrade your existing communications hub that connects using 2G and 3G cellular signals in the South and a long-range radio network in the North to the new 4G network now to future-proof your smart meter.
The Data Communications Company (DCC), which is responsible for overseeing and managing the UK’s smart meter network and rollout, is working together with UK telecoms companies to upgrade the smart meter network with a 4G communications hub solution so that homes and small businesses continue to benefit from smart metering beyond the 2G/3G switch-off.
Right now, there are over 36 million smart meters connected to the DCC network in the UK. This means we need to start upgrading old communication hubs now to ensure each one is up to date and future-proofed before the 2G/3G switch-off.
Good to know: We’re replacing communication hubs for customers with the newest 2nd-generation (SMETS2) smart meter. If you have a first-generation (SMETS1) smart meter, we’ll be in touch soon to upgrade your smart meter setup with the latest technology.
What is a communications hub?
True to its name, your communications hub, or “comms hub”, is how your smart meter shares data with your In-Home Display (IHD) and us, your supplier, using secure networks, which are managed by the DCC. It’s usually located on top of your electricity smart meter or, in some cases, beside it.
Why will the 2G/3G switch-off affect my smart meter?
All comms hubs installed until recently were built on 2G and 3G cellular signals in the South and a long-range radio network in the North. These networks are due to be turned off from 2033, so a new 4G solution was required.
Why should I upgrade my comms hub?
Upgrading your comms hub now ensures that your smart meter will continue to work beyond the 2G/3G switch-off. This means that your meter will continue to send us automatic reads, so you can keep enjoying your exclusive smart meter perks, such as Octoplus, Free Electricity, and Saving Sessions, which require half-hourly smart meter data to be eligible.
On one of our smart tariffs?
It’s essential that we upgrade your comms hub to avoid any interruptions to your automatic data so you can carry on saving cash and carbon by shifting your consumption to cheaper times.
We’ll upgrade your comms hub at no additional cost. Like all meter maintenance, the costs are covered in everyone's bills.
In the South
If you’re located in the South or Central regions, your smart meter will be directly affected by the 2G/3G switch-off and will no longer continue to work unless upgraded to a 4G compatible comms hub to connect to the new 4G network.
In the North
If you’re located in the North or Scotland, the new 4G smart meter network has been built to be more reliable with further coverage than the original long-range radio network. It’s necessary to have a 4G-compatible comms hub to connect to the new 4G network.
What happens in a comms hub replacement appointment?
Upgrading your comms hub couldn’t be easier. Here’s what to expect before, during and after your appointment.
Before your appointment:
- We’ll need someone over the age of 18 in the house for the entire appointment, even if your meters are outside.
- Our engineer will need clear access to your meters. If they’re located in a locked cupboard or storage area, please make sure you get access before the installation date.
- Make sure there’s somewhere close for the engineer to park. They’ve got heavy equipment to move, so make sure that if you need to sort a parking permit, it’s done ahead of time.
During your appointment:
- The engineer will let you know when they're on their way, either by calling on the day or by email the day before with the engineer’s ETA.
- They'll then crack on with exchanging your comms hub - it'll take about an hour for the exchange (but occasionally, it can be quicker), and your power won’t be interrupted in most cases.
After your appointment:
- You’ll be able to view your usage again once the exchange has been completed. You can view your energy usage on your In-Home Display (IHD), in the Octopus app, and in your online account on the “My energy” tab.
If it’s been longer than 48 hours after your comms hub replacement and you're not seeing your smart data, please get in touch with us.
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