Update on Smart Meter Data Issue
For emergencies:
Call 1800 372 999
On Friday March 6th, a planned software upgrade to an ESB Networks internal system caused some customers’ meter readings to be processed incorrectly. This caused high and incorrect usage figures to be sent to all suppliers and to be displayed in customers ESB Networks Online Account.
The software defect has now been fixed. However, ESB Networks is in the process of correcting the affected customer data to ensure its accuracy. When ESB Networks has completed the data correction it will then be provided to suppliers. Please note our ongoing data correction activity will result in a delay to the issuing of your bill.
We apologise for the inconvenience this is causing and appreciate your patience while this issue is being resolved.
Customers do not need to do anything. Once the data has been corrected and verified by ESB Networks, customer meter readings will automatically adjust to reflect actual usage.
FAQs
What reassurance can ESB Networks give customers regarding their electricity bills?
ESB Networks is in the process of correcting the affected customer data to ensure its accuracy. When this is complete the data will be provided to suppliers. We apologise for the inconvenience this is causing and appreciate your patience while this issue is being resolved.
In the meantime, customers do not need to do anything. Meter readings will automatically adjust to reflect actual usage, which will be used for your electricity bill.
What caused the fault, how did it happen?
On Friday March 6th, a planned software upgrade to an ESB Networks internal system caused some customers’ meter readings to be processed incorrectly. Whilst the defect has been fixed, ESB Networks is still correcting affected customer data to ensure accurate meter readings are provided to suppliers.
Has the software issue been resolved?
ESB Networks fixed the software issue on Monday, March 9th. However, ESB Networks is still correcting affected customer data to ensure accurate meter readings are provided to suppliers.
When will the data on the ESB Networks Online Account be corrected?
ESB Networks is working on correcting affected data. While this is being corrected, smart graphs and other usage information is temporarily unavailable in the Online Account.
We apologise for any inconvenience.
What measures are ESB Networks taking to ensure this does not happen again?
ESB Networks has paused system upgrades while it conducts a full post-incident review and will incorporate all improvements identified.