Vue:Utility Connect – disconnected from utility

[tsuckow]

Anyone else had issues with suddenly PG&E stops sending usage data to the Emporia Vue: Utility Connect? I already called them once and they had to escalate it to someone who reconnected it. But less than a week later its disconnected again. The link lite is just off and the app shows 0 watts. I assume the meter “pushes” data to the emporia device and there is no way it is the device because how could the utility “fix it” if the Vue was to blame?

It was working fine for a couple months and the device is like 8 feet from the meter.

[Kevin @ Emporia]

Hey @tsuckow,

We’ve had a few customers (across different utility providers) that have had the smart meter stop sending data to the Utility Connect device. From our end, we can double check that your device is connected to the Emporia cloud, but if the smart meter stops sending data there isn’t much else we can do. We try to work closely with the providers that do have smart meters, but their interaction with us varies depending on the utility. Reach out to our support team if you’d like to double check that your device is connected correctly, but outside of that there is limited options for us to resolve these kinds of issues.

[tsuckow]

The second time it started working again a few days later without me calling again. They must have been reconfiguring some things with their meters and either made an error or had to reprogram the zigbee afterwards. But as you say, the zigbee connection is a “Is it you or is it me?” kind of scenario when things don’t work.

[grandtorino]

The same thing happened to me where the data stopped coming in to the app.  I logged in to my PG&E account and went back to the “stream data” section and clicked connect again.  After that, it worked.  Another potential fix is to try a different USB adapter since sometimes the adapter fails and stops pushing enough power to the device.

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